Alan J. Slobodnik, M.S.W.

[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.  
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]

He is a copy of the email that was sent to them through their own link. It shows I made the request around the same time I made the payment.Thanks,[redacted]

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 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.

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 Mr. [redacted]’ concerns regarding account [redacted].  Mr. [redacted] stated he was offered a payment arrangement to match a payment and close the account.    According to our records, Mr. [redacted] signed a 30-month retail installment...

contract on February 14, 2014.  On July 19, 2016, Mr. [redacted] was offered a payment arrangement that if he paid $150.00 on the account, we would concession one payment on the account and waive $30.05 in late fees that was owed on the account.    Mr. [redacted] made the $150.00 payment on July 19, 2016.  One payment in the amount of $69.76 was credited to Mr. [redacted]’ account on July 20, 2016 and late fees in the amount of $30.05 were waived on July 25, 2016.  This left an outstanding balance of $29.23 due on the account.  We have attached a copy of Mr. [redacted]’ payment history for his records.   Conn’s respectfully disagrees that additional calls have been placed to Mr. [redacted], as the payment arrangement brought his account current to October 14, 2016.    As a one-time offer and a gesture of goodwill, Conn’s will agree to honor the amount paid and close the account.  We ask that Mr. [redacted] please allow up to 30 business days for the account to close.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle [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.  
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 Mr. [redacted]’s complaint.  As stated in our previous response: upon inspection, the serviceman found that the leather is peeling on both units. Mr. [redacted]'s furniture was purchased in August of 2013, at that time the FurnitureGard Plan purchased for his furniture did not cover cracking and peeling. Mr. [redacted] has been advised there are no structural damages to his furniture. We show that the technician stated that Mr. [redacted] advised him to state the product could not be repaired. Please review previous attached pictures showing where the leather is cracking and peeling, which is considered cosmetic damage.  We are unable to continue with repairs on his furniture.  Mr. [redacted] has been provided a copy of the terms and conditions of his FurnitureGard Plan for further review.    Kind regards, Kristal [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.

Thank you for the
opportunity to respond to Mr. [redacted]’s additional comments.  In our previous response we offer to credit one
monthly payment in the amount of $292.67 and also apply a $50.00 credit to Mrs.
[redacted]’s account.  We asked that Mr.
[redacted] contact us directly if he agreed...

to the terms.  Our records show we were not contacted
regarding the credit prior to 6/23/15. 
Once we received confirmation both credits were applied to Mr. [redacted]’s
account on 6/24/15.
 
We have included a
copy of Mr. [redacted]’s general loan ledger confirming the credit has posted.   
 
 
 
Sincerely,
 
Kathryn J[redacted]










7/17/2015






Complaint

I purchased a [redacted] refrigerator from Conn's on 6/10/2015 with a scheduled delivery date of 6/16/2015. The morning of 6/16 we received a call from the dispatch (warehouse) stating that our unit was on the truck being prepared for delivery. The delivery window passed and we had not heard from...

Conn's. Finally we were able to get our sales representative on the phone, and discovered that our unit was not in fact on the truck and it would not be delivered until 6/17. I took the entire day off waiting on this refrigerator and it was not delivered.
The crew from Conn's installed the refrigerator on 6/17 and while I waited for it to begin cooling I noticed that the temperature was not dropping at all. By this time, it was past normal business hours so I waited until the morning of 6/18 to contact Conn's to inform them the unit was defective. I understand that I purchased this unit as a clearance model, but our sales representative from Conn's, [redacted], assured us that if the unit was not working in the initial 24 hour time period that it would be returned and refunded. I contacted Conn's five different times today requesting assistance and was met with phone transfers and misinformation regarding my situation. Finally someone told me that since it was a clearance model it could not be returned unless a service technician came out to the location to inspect the unit, however the soonest they could get someone was 6/23. Now I have a fridge for a week that does not work and no hopes that Conn's will resolve this issue as confirmed by my sales rep at the time of purchase.







Desired Resolution

I would like for Conn's to come retrieve the unit, refund my money and cancel the service agreement.

Consumer Business Dialog

Thank you for the opportunity to respond to Mr. [redacted]'s additional comments. As a gesture of goodwill, we have agreed to order a new door handle which is scheduled to arrive on 5/4/18. Once we receive the new handle, Mr. [redacted] will be contacted to schedule installation.In regards to the warranty, we are unable to honor Mr. [redacted]'s request to cover the cost of the new service agreement. Mr. [redacted]'s original refrigerator was approved for an exchanged under the terms and conditions of the warranty which fulfills those terms. As listed under the terms and conditions: "The coverage period for this Agreement starts on the date of purchase and expires on the date shown on the invoice, unless the Agreement is fulfilled in accordance with section 10, included but not limited to, replacement of the Product". Consumers are not obligated to purchased warranty. However; the account holder did elect to purchase an additional 48-month Repair Service Agreement Plan on the new refrigerator.

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.

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 countertop repair was given to a contractor. The contractor did fix the issue underneath the sink but he tried to fix the granite countertop using an apoxy and clamps. I was told to leave the clamps on for 3 days in which I did. The contractor said in 3 days he will be calling. After 3 days I had done as instructed with the clamps and tried to text and call the contractor with both having no response and the countertop not even being repaired, as it is the same way it was before he did any work. So I'm not in the slightest satisfied with countertop issue. I would like it replaced.

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]

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] 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 again for the opportunity to respond to Ms. [redacted]'s concerns.  Once we receive the technician's report; we will be able to determine what further action is needed.  Conn’s values Ms. [redacted] as our customers and appreciates her for bringing this matter to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.   Sent: Wednesday, December 20, 2017 4:52 AM Subject: Re: Revdex.com Complaint ID 12513030Good morning, I rejected their rebuttal due to the concession discussed with Mrs. Kathryn [redacted] was $300.00 and an over payment amount of approximately $140.00.  I contacted Conn’s I believe on Sunday, December 17, 2017, at approximately between 1200 and 1300 hours, and spoke to Ms. Christina (Customer Service Supervisor) due to receiving calls concerning payment.  After speaking with Mrs. Kathryn [redacted] (Customer Relations Manager) my understanding was all ties with Conn’s Home Plus were terminated. I am perturbed that I would still be in their system as I made it a point to pay the account off.  Mrs. [redacted] was contacted immediately after speaking with Ms. Christina (Customer Service Supervisor) concerning “Clarity,” regarding the concession amount.  Unfortunately, she has yet to return my phone call.  The monetary value clearly is not of the utmost importance, as I obtained the funds to pay the account in full. However, the monetary value is important as to its representation in this matter.  It represents that Conn’s Home Plus is” righting a wrong,” if you would allow me to say it in such terms.  Therefore, the representation means more to me than the monetary value itself it represents so much more.  Such as their reputation and brand and their understanding of the customer’s shock, disappointment, difficulties, damage and frustration.  In all honesty, with what I have endured, since November 5, 2018, the monetary value is laughable, though the “REPRESENTATION” is “INCALCULABLE.”   In closing, I would like to thank Mr. Scott [redacted] for his initial contact and pleasant demeanor concerning the matter.  It provided me with a different outlook in reference to Conn’s Home Plus management and that someone actually cares in upper management.  Regrettably, other departments within Conn’s Home Plus do not share the same values.  I am ready for an accurate resolution as to much time has been dissipated already.

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.