Alan J. Slobodnik, M.S.W.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concern. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com.    Mr. [redacted] has stated in his complaint: Mr. [redacted] stated that he would like to have another [redacted] fireplace console brought to his residence.Our investigation reveals that: Mr. [redacted] was contacted on 3/13/18 and made aware that his [redacted] fireplace console was approved for an exchange.  Mr. [redacted] will need to visit his nearest Conn’s location to initiate his exchange and schedule delivery.   Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show 3/11/17, Mr. [redacted] purchased a [redacted] Furniture [redacted] fireplace console with a 36-month Furnituregard Plan.  Mr. [redacted]’s fireplace console was delivered on 3/15/17 as requested.    Mr. [redacted] received a copy of Conn’s Return & Exchange Policy at the time of purchase.  Conn’s Return & Exchange Policy state No Returns or Exchanges on – Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect.  If your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your products according to those warranties.  To ensure transparency, this information can also be found on Conn’s website at http://www.conns.com/returns-and-exchange/.   We researched Mr. [redacted]’s complaint and found that he contacted us on 3/03/18; stating that the unit was not heating up.  A service call was scheduled on 3/12/18, and during the inspection, the technician found the unit was no longer heating.  Our records show an exchange request was submitted and approved on 3/13/18 for Mr. [redacted] to replace his fireplace console.  We show Mr. [redacted] was contacted on 3/13/18 and made aware of his exchange approval.  Mr. [redacted] will need to visit his nearest Conn’s location to initiate his exchange and schedule delivery.    Conn’s value Mr. [redacted] as our customer and appreciates him for bringing this matter to our attention.   Sincerely, Customer Relations Conn’s Inc.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]8631.  Ms. [redacted] stated she began receiving
collection calls for the past due balances on her accounts.  She also stated she received calls for an
account that is not hers. ...


According to
our records, Ms. [redacted] signed a 32-month retail installment contract on July
29, 2015.  Ms. [redacted] agreed to have her
minimum monthly payment due on the 11th 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 on-line, in her local Conn's store,
by mail, or over the phone 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 respectfully disagrees that
it has harassed Ms. [redacted], as we have been unable to reach her regarding the
past due balance on her account.  We also
have no records of Ms. [redacted]’s telephone number being linked to another
customer’s account in error. 
Although Conn’s would prefer to
keep the lines of communication open, we have placed a cease communications on
Ms. [redacted]’s account at her request.
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. [redacted]’s complaint. Our records show on 9/03/15, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s complaint and found that she contacted our...

service department on 1/07/17 stating her dryer is not spinning. A service appointment was scheduled for 1/19/17; during the inspection the technician a new motor was needed for repair. Once we received the part, the technician returned to Mrs. [redacted]’s residence on1/25/17 and installed the new motor. However; the technician did report that Mrs. [redacted] has an electrical issue with her outlet and would need to contact an electrician. Mrs. [redacted] was advised that based on the technician’s service report, a new motor was installed, but she would need to have an electrician inspect her outlets. We show on2/15/17; a new service ticket was created in attempts to have the unit exchange. However; on 2/21/17 Mrs. [redacted] was contacted and made aware that her unit does not meet the qualification for an exchange. Mrs. [redacted] was also offered the option to have a different technician assess the dryer for a second opinion, but she refused and requested an exchange, therefore; the service order was canceled. Our records show on 3/02/17, Mrs. [redacted] contacted our service department again for repairs and requested a different technician inspect the unit. Mrs. [redacted] is currently scheduled to have a technician re-assess her dryer; once the unit has been inspected, we can determine what further actions are required. Although Mrs. [redacted]’s dryer does not meet the qualifications for an exchange at this time, we will continue with any covered repairs. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]Customer Relations

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 9/5/16, Mr. [redacted] purchased the [redacted] King bedroom furniture which consists of none pieces (headboard, footboard, post, rails, dresser, mirror, media chest, nightstand and chest) and...

elected to purchase a 36-month FurnitureGard Plan. We show Mr. [redacted] furniture was delivered and signed acknowledging the items were received in good order on 9/12/16 expect for the mirror which was re-delivered in good order on 9/13/16; there were no mention regarding damages at the time of delivery.   We researched Mr. [redacted]’s complaint and found he contacted our service department on 9/21/16 stating the furniture has scratches and nicks on the headboard, footboard, dresser, media chest, nightstand and chest. A service appointment was scheduled for 10/5//16; during the inspection the serviceman found scratches and dents on all units and reported the items were non-repairable. Therefore; Conn’s agreed to issue an even exchange for the items under the Terms and Condition of the manufacturer’s warranty. We also agreed exchange the post and rails as a gesture of goodwill. We show Mr. [redacted] contacted our customer service stating he was informed that he could re-select any bedroom set and we would price match the new set with his original purchase. Mr. [redacted] has been informed on several occasions that we are able to issue a store credit to re-select up to any 8 items for the original amount paid ($3899.96) however; he would be responsible for any price difference.   Although we are unable to honor Mr. [redacted]’s request; he may visit his nearest Conn’s to re-select any items up to the original amount paid. Please be mindful the original bedroom furniture Mr. [redacted] is currently available at no additional cost.     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 Mrs. [redacted]’s additional comments. As mentioned in our previous response, our records show Mrs. [redacted]’s items were delivered and signed acknowledging as received in good order on 8/24/16; no damages were reported. We show Mrs. [redacted] did not contact delivery until9/19/16 (26 days after delivery was completed) regarding the stain on her mattress. Although Mrs. [redacted] was outside the time-frame to report any damages, we agreed to send our delivery team to her residence to assess the unit. Conn’s has made every attempt to assess the mattress, rescheduling Mrs. [redacted]’s on four separate occasions however; she has not made herself available.As previously stated, we reviewed the photos taken at the time of delivery and confirmed that the linens were on the prior to the delivery team leaving Mrs. [redacted]’s residence and she would have noticed the stains immediately. We are unable to determine when or how the stain may have occurred on the unit once the delivery has been completed and Mrs. [redacted] did not purchase additional coverage to review other options. Therefore; at this time we are unable to honor Mrs. [redacted]’s request. We have included supporting documents with our response.If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. 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)      That once she took the plastic and cardboard off her sofa she noticed a huge tear; 2)      she contacted us the same day for service but was informed to call back due to new purchase did not show in system; and 3)      she is requesting an exchange .   Our investigation reveals that: 1)       Ms. [redacted] signed her pickup slip acknowledging she inspected the items and they were received in good order; 2)       Ms. [redacted] contacted service to schedule an appointment due to the tear found in the sofa. Ms. [redacted] was informed that her invoice was not showing as completed and would have to call back once the invoice was complete; and 3)       Ms. [redacted] sofa does not meet the qualifications for an exchange.   Our records show on 5/21/17, Ms. [redacted] purchased two [redacted] sofa’s which comes with a 1-year limited manufacturer’s warranty.   We reviewed Ms. [redacted]’s complaint and found that she elected to pickup her items from our Houston, TX warehouse on 5/23/17. Our records show Ms. [redacted] signed her pickup slip acknowledging that her items were inspected and received in good order. As listed on the signed pickup clip: “Please thoroughly inspect your merchandise for damage prior to loading. An exchange or price concession will not be authorized for damage discovered after the product leaves the warehouse or store.”   Our records show Ms. [redacted] contacted our service department later that day stating one of the sofas had cardboard covering the edge and when she removed it she noticed the unit was damaged. Our service representative informed Ms. [redacted] that her items were not showing as picked up on her invoice and advised her to contact us back within 24-hours to schedule a service appointment. We show Ms. [redacted] contacted service again on 5/27/17 to request service on her sofa. An appointment was scheduled for 6/1/17. During the inspection the serviceman found the fabric was torn on the right bottom corner of the sofa. Ms. [redacted] was contacted that same day by our furniture coordinator and informed that the reported damages are 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. Ms. [redacted] signed her pickup slip acknowledging that the items were inspected and received in good order. We are unable to determine when or how damages may have occurred once the items have left the warehouse.      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 7/4/16, [redacted] purchased a [redacted] which was delivered and received in good order on 7/6/16.We researched [redacted] complaint and found he contacted our service department...

on 8/9/16 stating the ice maker only make a little ice. A service appointment was scheduled for 8/17/16; during the inspection the technician was unable to find any functional failures with the unit and reported the refrigerator is functioning up to the manufacturer’s specifications.Although [redacted] has exceeded the 30-day time frame to return/exchange his refrigerator, Conn’s has agreed to extend the option to return/exchange the unit with the required 15% restocking fee until 9/12/16. [redacted] will need to return the refrigerator to his nearest Conn’s and pay the restocking or he may elect to pay for Conn’s delivery team to pick up the merchandise for an additional $79.99 (restocking and delivery fees must be paid prior to returning the merchandise).If we may be of further assistance, [redacted] may contact us at 1-866-765-1513.Kind regards, Dyeisha W[redacted]

Thank you again for the opportunity to respond to [redacted]'s concerns regarding unemployment insurance.  We attached copies of all the signed documents with our previous responses for [redacted]'s records.  The General information page [redacted] attached documents the purchase of property insurance, not unemployment insurance.  We are unable to comply with [redacted]'s request to add unemployment insurance on the account.   Thank you, Cheryle S[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.  
  The warranty on my washer does not expire till Oct 17. 2017.  I did contact the warranty company.  The company kept telling me that there were no techs in this area.  I finally gave up.  I no longer wish to do business with Conn's as will my family.  Enough is enough.  Thanks for the response.  Cancel complaint.  This is just too much of a problem for someone my age to contend with.  82 years old.  On the positive side, I have learned a lesson here which is to deal with locally owned business.

Thank you for the opportunity to respond to Mr. [redacted]' additional comments. As mentioned in our previous response, based on the serviceman's report Mrs. [redacted] was made aware that cracking and peeling is not covered under the terms and condition of the FurnitureGard Plan therefore; we are unable to render services. Mrs. [redacted] has also been informed that soft spots on the furniture is not a defect but is a preference issue that is not covered under the warranty terms. Again, at this time we are unable to honor Mr. [redacted]’ request to return or exchange his furniture.  The damage that was found on Mrs. [redacted]’ sofa is not covered under the Terms and Conditions of the FurnitureGard Plan. We included a copy of the Terms and Conditions in our previous response. Sincerely,Conn’s Inc.

Thank you for
the opportunity to respond to Mr. [redacted] concerns regarding account
[redacted].  Mr. [redacted] stated he paid the
account balance in full; however, the account is still opened.
 
According to
our records, Mr. [redacted] signed a 30-month retail installment contract...

on
December 16, 2013.  That contract included
a 12-month no-interest financing promotion (Cash-option). 
 
On October 3,
2014 Mr. [redacted] called our automated system and received a payoff quote of $835.53.  Mr. [redacted] submitted a payment for $713.09
on that same day. 
 
Mr. [redacted] stated he was not aware of the insurance on his account.  Due to this being a secured retail
installment contract, the merchandise must be insured until the account is paid
in full. In the event the customer has an alternative insurance policy, they
are able to send that policy in to our insurance department to receive full
credit as long as the declaration page shows coverage from the date of purchase
to the present date. Additionally, Mr. [redacted] signed the General Information
page explaining the insurance options on the account. 
 
We are unable
to reinstate the Cash-option on the account because the invoice balance was not
paid in full before the Cash-option expiration date of December 16, 2014.
 
We have attached a copy of Mr. [redacted] payment
history, signed retail installment contract and signed General information page
regarding the insurance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]I have seen the response and I actually am ok with the response but did want to point out and make sure that the Revdex.com and others know that they are liars and screw over people.I have attached my documentation that was given to me the clearly list the interest as 42.5 percent on page 5.I then called and was told there was a charge on the phone and I had to go to the store. I took of my job to go the the store and was told they could not help me after an hour. then I call and they say they will remove the fee and my balance will be zero. that is fine and I am happy with that. But the hoops I had to go through and being told I had to go to the store is not cool.Not a place I will ever do business with or recommend that any does business with. They know how the do business and how it is not like other business like home depot or lowes where this would never happen. Just in the time it takes to do business with them. Hours to purchase, return and resolve. Hours.Thanks for your help and I will consider this matter closed with great protest on how this business operates.
Regards,

According to our records, you signed a 32-month retail installment contract on February 27, 2016.  That contract created account [redacted]2730 and you agreed to have your minimum monthly payment due on the 27th of each month.   You signed a second 32-month retail installment contract on February 27, 2016. That contract created account [redacted]2830 and you agreed to have your minimum monthly payment due on the 27th of each month.  You also signed a 32-month retail installment contract on July 13, 2016. That contract created account [redacted]0030 and you agreed to have that minimum monthly payment due on the 13th of each month.   You mailed in your payments for account [redacted]0530; however, that account was closed on October 21, 2016.   On December 8, 2016, one payment of $150.00 was moved from account [redacted]0530 to account [redacted]2730.  On December 22, 2016 a payment of $150.00 was moved from account [redacted]0530 to account [redacted]0030.  Additionally, we reversed the late fees and credit marks that were assessed on the accounts due to the payments posting to the closed account.   We have attached copies of your payment histories as verification that the late fees and credit marks that were asseseed due to this matter have been reversed.Tell us why here...

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  It appears Conn's attempted to dial my OLD number and might of have been the reason I could not be reached. I accept this resolution of this credit being applied to my account.  Thank you

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.  
Once again the technician was unable to make it. He called Thursday (1/28/16) to tell me he would be there between 1:00pm and 4:00pm. I specifically told the woman I spoke to when I was rescheduling from the last time the I need them to come first thing in the AM as I work from 12:00pm to 6:00pm on that day. The technician said he couldn't do that, he also stated that he was coming to fix a "spring or something", when in fact  there are 4 one inch metal prongs poking through the back of the couch. At this point I wish they would just come and pick it up and refund my money! God only knows when I'll hear from them to reschedule. However, they called me 11 times in one day when I didn't make my payment on time. This was after I spoke to a woman and told her I was not making another payment until this was resolved. She said she would note that on my account and make sure I was not called.
Regards,
[redacted]

Thank you for the opportunity to
respond to [redacted]’s complaint. Our records show on 6/25/14, Mrs.
[redacted] was approved for an exchange to re-select two furniture...

pieces and
elected the [redacted] Reclining sofa and loveseat both with a 48-month
FurnitureGard Plan. Mrs. [redacted]’s furniture was delivery and signed
acknowledging the items were received in good order on 6/29/14.
We researched [redacted]’s
complaint and found they first contacted our service department on 5/20/15
stating the cushion was ripped on the loveseat. A service appointment was
scheduled for 6/5/15, during inspection the serviceman found a large slice on
the left seat casing. We order a new seat casing from the manufacturer which
was shipped directly to [redacted]’s residence on 7/21/15. Mrs. [redacted]
was contacted on 7/24/15 and verified parts were received however; she declined
to schedule a repair date at that time and informed the representative she was
requesting an exchange. Our service department attempted to contact Mr. and
Mrs. [redacted] to schedule a repair date again on 8/5/15 but was unsuccessful in
their attempt therefore; the service order was cancelled. Our records show on
9/9/15, Mrs. [redacted] contacted our service department again stating both the sofa
and loveseat cushions are sinking in, both are losing support and they could
feel the frame when sitting. [redacted] are currently scheduled to have
a serviceman assess both units on 9/21/15. Once the serviceman inspects both
units we can determine what further actions are required.
At this time we are unable to honor
[redacted] request for an exchange; we will continue with any necessary
repairs that are covered under the Terms and Conditions of the FurnitureGard
Plan.
If we may be of further assistance, Mr.
and Mrs. [redacted] may contact Customer Service 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 was promised a refund and a new washing machine. The washing machine was because the one they sold me broke. THe reason for the refund on the service agreement is because they took a month and a half to respond.  That is horrible as far as service is concerned and therefore I would like a refund on the service agreement. I was promised a refund from  the coorporate office and now they are not honoring another one of their promises. I will not be saticifed until I recieve me refund.
Regards,
Mrs. [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 [redacted] 
Ms. [redacted] has stated in the complaint: 1.        She contacted us for service on her television but has not been able to get assistance getting the unit repaired; and 2.        She is requesting an exchange.   Our investigation reveals that:               1.        Ms. [redacted] was originally scheduled for service on 8/3/17 but requested a different service technician, and there was delay locating a new technician; 2.        Mr. [redacted]’s television was approved for an exchange under the Terms and Condition of the Repair Service Agreement.   Our records show on 7/26/14, Mr. [redacted] purchased a 65” Samsung 4K Smart TV and elected to purchase a 48-month Repair Service Agreement. We researched Ms. [redacted]’s complaint and found that her issue has been addressed.  Mr. [redacted] was approved for an exchange on his television on 8/31/17. We show Mr. [redacted] re-selected a 75” Samsung 4K Smart TV and elected to purchase a 48-month Repair Service Agreement. We show Mr. [redacted] picked up his television on 9/3/17 and signed acknowledging he received the unit in good order. 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 additional comments. As mentioned in our previous responses, during both inspections the technician reported the dryer is working to up to the manufacturer’s specifications and no functional failure were found. Conn’s has given Mr. [redacted] the option to either continue with service or as a gesture of good will we would allow him to return the unit with the required 15% restocking fee. Mr. [redacted] notified us on2/16/16 that he was unable to return the unit due to the information was not updated on his account. Our records show we updated Mr. [redacted] account the same day (2/16/16) with the correct information in order to process his return. In attempts to resolve this matter we will extend the option again to return the unit with the required 15% restocking fee only until (3/08/16). If the unit is not return by the date given, we will continue with any repairs that are covered under the Terms and Condition of the manufacturer’s warranty and RSA Plan.  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 Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he paid his account balance in full but the account is still opened.   According to our records, Mr. [redacted] signed a 36-month retail installment contract on November 7,...

2016.  He paid the account balance in full on February 4, 2017.  Due to a system issue, the account did not close.    Mr. [redacted]’s account has been closed as of March 15, 2017.  He will receive a refund check and an account close-out letter in the mail within 30 days of the account closing in the amount of $461.11.  Please note, it may take 30-60 days for the credit bureaus to update their records and reflect the closed status of the account.   Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.