Alan J. Slobodnik, M.S.W.

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.

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.

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 refuse to accept the fact that you are allowing your employees to tell customers one thing and do another. I see that there is no good ending to this problem. I will be making sure we never shop at your store again and my friends and family will also be avoiding Conns also. I am very sad for your business that you treat customers one way, tell them something and do another.  I refuse to be a part of this nonsense.  I will be filing a complaint with the company also. I know nothing will be done, as evidenced by this conversation, but I promise I will never shop at Conns again.

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]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  Again, we are unable to reinstate her "cash-option" due to late fees and the invoice balance not being paid in full before the "cash-option" expiration date.  We have attached a copy of Ms. [redacted]'s signed retail installment contract for her records. 











12/13/2015

Thank you for the
opportunity to respond to Mrs. [redacted]’s complaint. Our records show on9/24/15, Mrs. [redacted] purchased a
** gas range with a 24-month Repair Service Agreement and a [redacted]
refrigerator with a 24-month Repair Service Agreement. We confirmed Mrs. [redacted]’s...

appliances
were purchased as floor models (unsealed merchandise) sold as is at a
discounted price. Mrs.
[redacted] elected to have her appliances delivered; which was completed on9/27/15.
We researched Mrs.
[redacted]’s complaint and found she contacted us on10/09/15; stating she was missing
the grill pans for gas range and the waterline on the refrigerator was not
installed. We spoke with
Mrs. [redacted]’s sales representative who confirmed; as of10/10/15Mrs. [redacted] received the grill pans for her range. In regards to the waterline
installation; at the time of delivery it was found that there was no water
valve available. Therefore,
we are unable to complete the waterline installation to Mrs. [redacted]’s
refrigerator.  
    
If we may be of further
assistance, Mrs. [redacted] may contact our Customer Service at [redacted].
Kind regards,
Jana A[redacted]

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

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: Monday, August 03, 2015 8:46 AM To: drteam <[email protected]> Subject:   Case number:  [redacted].   Are the issues resolved?   ____________Yes    _____X________No    If yes, when was the issue resolved?    ________________________________________________________________________________...⇄   If no, what issues remain outstanding?    I have still not received an apology, compensation, or anything of the sorts from Conn's. I am extremely furious at the situation and feel I am owed all of the above.    ________________________________________________________________________________...⇄   Did you ever file your case through the court system?  _______Not yet. ______ If so please include a copy of your filing or judgment for our files.   Signature: ________[redacted]_____________________Date: ___
Regards,

Thank you for the opportunity to respond to [redacted] complaint.  We appreciate [redacted] bringing her concerns to our attention.  We spoke with [redacted] and agreed to locate the hardware to complete the installation to her hutch.  We re-delivered and re-installed the...

bottom portion of [redacted] dining buffet and sideboardon December 31, 2015 and confirmed everything was to her satisfaction.  We sincerely apologize for any inconvenience [redacted] has experienced during this process.   Kind regards,Jana A[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, 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.

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 Mr. [redacted] complaint.  Our records show onJune 24, 2014, Mr. [redacted] purchased a ** French door refrigerator with a 48-month Repair Service Agreement.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase;...

he also signed his invoice acknowledging that he received a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product.  Mr. [redacted] elected to have his refrigerator delivered; which was completed on June 25, 2014.   We researched Mr. [redacted] complaint and found prior to receiving his complaint there was two service calls on file.  August 3, 2015 Mr. [redacted] contacted us stating his refrigerator was not cooling.  A service call was scheduled and upon inspection the technician found the unit was working up to manufacturers’ specifications.  The second service call was set-up one year later on August 24, 2016.   Mr. [redacted] stated his refrigerator was not functioning properly.  After reviewing his service history; we confirmed repairs were completed onSeptember 13, 2016.  The technician replaced the duct ASM, multi main PCB ASM.  We show Mrs. [redacted] contacted us the following day stating the unit was not freezing.  We attempted to schedule Mr. [redacted] for service; however he indicated that he did not want to continue with service and stated he was bring the unit back to his local Conn’s. Mrs. [redacted] was advised an exchange or return was not approved at that time.   OnSeptember 15, 2016, the service department was notified by Mr. [redacted] that he had dropped off the refrigerator to our local Conn’s #061.  The store was contacted to schedule a technician however we were inform that when Mr. [redacted] dropped off the refrigerator it fell from the back of Mr. [redacted] truck which caused physical damage which is not covered under the Terms and Conditions of the Repair Service Agreement.  OnSeptember 16, 2016, Mr. [redacted] was contacted and informed that Conn’s could no longer offer service on his refrigerator and that the unit was non-repairable and not covered by warranty.    At this time we are unable to honor Mr. [redacted] request to credit his account or exchange his refrigerator.  We have included a photo copy of Mr. [redacted] refrigerator to confirm why the unit cannot be service and not covered under the Terms and Conditions of the Repair Service Agreement.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.     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.  
I never stated that I was not aware of the interest charges. I stated that we were not aware of the INSURANCE chargesThe account number is [redacted] The account is in my husbands name [redacted].]
Regards,

We
did not find a purchase made under Mrs. Holland’s name or number associated
with her complaint.  We attempted to contact Mrs. Holland at the phone
number provided on the complaint however we were unable to reach her. 
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,

Thank you for the additional opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].    We appreciate Ms. [redacted] for providing the additional identifying information.  Ms. [redacted] stated she believes the information listed on her credit report is inaccurate and she would like it corrected.    According to our records, Ms. [redacted] singed a 36-month retail installment contract on March 25, 2006. She agreed to have the minimum monthly payment due on the 20th of each month.  Ms. [redacted] stated her first date of delinquency was September 2009.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove any negative credit marks assessed on the account due to payments not being made timely.  Ms. [redacted]’s account was paid per the settlement agreement on April 29*, 2010.  We have attached a copy of Ms, [redacted]’s payment history for her records.    The account will remain on the credit report from the last date of delinquency, not the first date of delinquency.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.

Thank you for
the opportunity to respond to Ms. [redacted] concerns regarding accounts
[redacted] and [redacted].  Mrs. [redacted]
stated she had a one year “Cash-option” on her accounts but due to a payment
error, the “Cash-option” was lost and she would like it reinstated. ...


According to
our records, Mrs. [redacted] signed a 30-month retail installment contract on
August 20, 2015 which created account [redacted].  She signed a second 30-month retail
installment contract on November 19, 2014 which created account [redacted].  Both retail installment contracts included
our 12-month no-interest financing promotion (“Cash-option”). 
The “Same as Cash” credit offer
is withdrawn on a date being the earlier of 
the failure to make required minimum payments within 10 days of the
scheduled due date or twelve months from the date of purchase.  The “Cash-option” was void on account
[redacted] and account [redacted] due to payments being made timely. 
We are unable to reinstate the “Cash-option”
on Ms. [redacted] accounts due to payments being made timely one the accounts. We
have attached copies of Ms. [redacted] signed retail installment contract, “Cash-option
acknowledgement page and payment history for each account for her records. 
We value Ms. [redacted] as a
customer and appreciate her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  As of August 31, 2016, Mrs. [redacted] has received the additional slats offer.    If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank you for
the opportunity to respond to Mr. [redacted]’s concerns regarding account
[redacted].  Mr. [redacted] stated he had
an issue with a double posted payment which caused him to lose his “cash-option”
and cause his checking account to overdraft. 
According to
our...

records, Mr. [redacted] submitted a payment on September 20, 2015 through
our webpay system.  Due to a system
error, the payment was processed again on September 21, 2015.  The duplicate payment was reversed and the
items were corrected. 
We are in the
process of reinstating Mr. [redacted]’s “cash-option’, and reversing the late
fee assessed on the account; however, Mr. [redacted] will need to fax over a full
running bank statement before we will be able to reimburse any NSF fees
assessed by his financial institution. 
Once we receive the full running bank statement, we will be glad to
research the matter further. 
We value Mr.
[redacted] as a customer and sincerely apologize for any inconvenience he may
have experienced due to this matter.  As
of November 12, 2015, Mr, [redacted] has not had any negative credit marks
assessed 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.  
Replacement furniture was delivered today the dresser did have one spot on it where the stain was slightly faded but overall everything was much more acceptable and I made my payment as promised.