Alan J. Slobodnik, M.S.W.

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 [redacted] complaint.  Our records show on 5/18/15, [redacted] purchased a [redacted] high-efficiency washer and dryer with a 24-month Repair Service Agreement.  [redacted]signed invoice indicates at the time of purchase she...

acknowledged she was provided a copy of the Repair Service Agreement and that she understood the coverage associated with the product.  [redacted] elected to have her washer and dryer delivered; which was completed on 5/22/15. We researched [redacted] complaint and found a service call was placed on 7/13/15 for their washer and 8/12/15 for their dryer; stating the washer was not cleaning the clothes and the dryer was turning off on its own.  After reviewing the service history we found multiple attempts were made to schedule [redacted] for service, but we were unable to find a service technician in their area.  Therefore, [redacted] (the manufacturer) approved an exchange to replace their washer and dryer.  We attempted to contact [redacted] regarding her approval, but we were unsuccessful in our attempt.  [redacted] was issued a credit up to the original amount paid which was $2,599.98 to re-select a new washer and dryer.  [redacted] may visit her nearest Conn's location to initiate her exchange and schedule delivery.                                           ...⇄ we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,  Jana A[redacted]Customer Relations

Thank you for the
opportunity to respond to Mr. [redacted] additional comments.  Mr. [redacted] stated in his additional
comments that the display shown in the store has the same As imperfections.  However, Mr. [redacted] elected to
purchase the furniture set.  Mr.
[redacted] is unsatisfied with the design and comfort of his furniture.  Comfort is a preference which is not guaranteed
and not covered under the Terms and Conditions of the manufacturer
warranty or Furnituregard.  Mr.
[redacted] still has the option to purchase the additional pieces if needed.  As mentioned Mr. [redacted] has been
informed on several occasions we are unable to honor his request for
exchange; Conn’s has a No Return/Exchange Policy on Furniture items
unless inspected by a Conn’s Service Technician and found to
have a manufacturer’s defect.
 
If we may be of further
assistance, Mr. [redacted] may contact our Customer Service department at
1-[redacted].
 
Kind regards,
 
 
Jana A[redacted]
Customer Relations









           




 

















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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

[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.

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,

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]

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 [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]

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] 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:
This letter is to inform you that Conns Appliance, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/7/2015 12:09:38 PM and assigned ID [redacted].
Regards,
No they have not completed the work order. A man came out and fixed my chair but didn't spot clean. I had to request another service order. He also told me this happens a lot.











9/4/2015






Complaint

We purchased the top of the line [redacted] washer and dryer from Conn's. We paid extra for anytime service repair . Now we are having problems with both units and Conn's does not have anyone in [redacted] that can do repairs on washer or dryer . This is false advertising! My wife has spoke with...

several representatives from all departments for more then a month. They want to exchange the washer for the same exact one, which does not make any sense. If there is no one in the area to repair any issues why would we want the same units? Please help us get this resolved.







Desired Resolution

Return both units with pedestals and clear our credit from the remaining balance .

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.  
[Provide details of why you are not satisfied with this resolution.]I was told by the person I talked t on the phone that the $50.00 would come off my first payment which is why I paid the amount of $343.81.  It is minus the $50.00 as I was told to do.  My next payment will be for the full amount of $393.81 which is what I am supposed to pay per month from now on.  I don't appreciate them playing games with me.
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 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.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We researched Mrs. [redacted]’s complaint and found her issue has been addressed.  Our records show Mrs. [redacted] was contacted on 3/03/16 and a mutual agreement was reached; Conn’s agreed to exchange her...

furniture and Mrs. [redacted] was advised she would be responsible for the storage drawer.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this process.    If we may be of further assistance, Mrs. [redacted] may contact Customer Service Department at 1-877-358-1252. Kind regards,  Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on November 8, 2016, Mr. [redacted] purchased a [redacted] French Door refrigerator and a [redacted] Gas Convention range which was scheduled for delivery on November 12, 2016. We show our delivery department contacted...

Mr. [redacted] on November 11, 2016 and informed him that the range was no longer available and that it was currently on back order from the manufacturer. Our records show on November 15, 2016, Mr. [redacted] went into his local Conn’s and re-selected a ** Gas range; all items were delivered and received in good order on November 16, 2016.   We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513.   Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs. Huff’s complaint. Our records show on 3/18/16, Mrs. Huff purchased the Jackson Everest Sectional living room furniture which consists of four pieces (armless sofa, left sectional, right chaise and ottoman) and elected to purchase a 36-month...

FurnitureGard Plan. Mrs. Huff’s furniture was delivered and received in good order on 3/19/16.   We researched Mrs. Huff’s complaint and found she contacted our service department on 8/27/16 stating there are rips in the left sectional of her furniture. A service appointment was scheduled for 9/10/16; during the inspection the serviceman found the chaise with a tear/hole in seat deck, armless sofa with hole in seat deck and the frame loose in the back of the left sectional with hole. We show parts were ordered through the manufacturer and shipped to Mrs. Huff’s residence on 9/21/16. Our service department attempted to contact Mrs. Huff on 9/27/16 to schedule installation date but was advised she was not available due to an emergency. Mrs. Huff may contact our service department at 1-855-266-6349 at her earliest convenience to schedule a repair date.   Although we are unable to honor Mrs. Huff’s request at this time, Conn’s we will continue with any covered repairs; no credit is due.   If we may be of further assistance, Mrs. Huff may have the account holder contact us at 1-866-765-1513.   Kind regards,   Dyeisha Williams

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,
  Hello I do not find that Conns appliance is telling the truth they contacted Michael [redacted] in the month of July and August to be exact I spoke with s lady supervisor at that time explained to her that Michael [redacted] and I were divorced explained  to the manager never to contact Michael [redacted] under no circumstance that he was no longer in my life Conns manager for the customer service said that she would remove the number she told me the reason she contacted the number it was associated with my address I asked her do you contact all person that have the same address as other people?? Weather or not if they gave him any information or no information , my request was not to contact any other number but mine they failed to use the DNC for the second time  Conns contacted  Michael [redacted] regarding my  account that's unexceptable , it's about following the integrity of the national DNC if it is requested to not contact that number under any circumstance they have fail to follow the process  regarding  the DNC the fines are astronomical so I am not happy with Conns Appliance they contacted a number that I Reqyested them not to contact . Please have them review there recording for July.. When I did  make a payment arrangement and I contacted them to let them know I was on std because I had been sick and had not worked . Please have them pull all recording associated with my number  for contact Best regards

[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.  
 









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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,As usual, Conn's will never address the issue at hand. I have dispatched your letter that was sent to me, to the Houston Revdex.com. Your response does not even address this issue. If you indeed reported this account as closed then why am I still receiving letters that indicate I still have a balance of $1554.20? To simply reiterate your prior response is, at this point, both disrespectful and negligent. Please submit to me something that shows my account has been closed, that I will no longer receive any advertisements (addressed specifically to me) and something from your accounting department that shows what you reported to the credit bureaus. It amazes me how you tout that your company has been in existence for 120 years, yet it does not seem to have sufficient technology to accommodate your customer's needs. Move into the 21st century and provide proof of your submission to the credit bureaus. I believe at this point even the folks at the Revdex.com are thinking, come on, give the lady what she wants to make her go away!