Alan J. Slobodnik, M.S.W.

Thank you for the opportunity
to respond to [redacted] complaint. Our records show on 11/15/14, [redacted] purchased the...

[redacted] Twin Over Full Cherry bunk bed set
which consist of four pieces (upper head/footboard, lower head/footboard,
ladder w/rails and slats) which comes with a 1-year limited manufacturer’s
warranty; no additional coverage was purchased.
 
We researched [redacted]
complaint and found on 4/3/15; an exchange was approved on [redacted]
rails and slats due to defects were found at the time of inspection. Before the
exchange was processed, [redacted] contacted our service department on
4/17/15 stating both the upper and lower head/footboard ends were broken. A
service appointment was scheduled on 5/1/15; during inspection the serviceman
found the wood pins were broken and would require new rails to complete
repairs. Parts were not ordered due to the rails were previously approved for
an exchange by the manufacturer. [redacted] exchange was updated again on
5/19/15 and her account was notated regarding her approval to receive new
slats and rails. Our records show on 6/19/15, Conn’s delivered the new rails
and slats and our team re-assembled the bed. [redacted] signed her delivery
ticket acknowledging she received her items in good order; no damages were
reported. As of 6/26/15, we have no record that [redacted] has contacted us
regarding any further issues she is experiencing with her bed since delivery
was completed.
 
At this time [redacted]
bed does not meet the qualification for an exchange under the Terms and
Conditions of the manufacturer’s warranty; no credit is due. If [redacted]
is in need of service she may contact our Service Department at
[redacted] to schedule an appointment.
 
 If we may be of further assistance, [redacted]
may contact our customer service department at [redacted].




 


Kind regards,Dyeisha [redacted]










7/20/2015






Complaint

I purchased a [redacted] mattress from Conn's in the [redacted] Highlands in November. Not only was one of the employees verbally abusive but this store some how gave out my personal information and I am now mixed up with up to five other accounts. I have made repeated attempts at getting this...

issue rectified and have had no success. On April 22, 2015 I called to have my mattress serviced (I purchased an extra warranty). They made an appointment to come out on May 8, 2015. I requested that the service people call in advance so I could make sure to have the bed ready for their arrival. Not only did they not call but the service guy stood there while I prepared the bed...it was very awkward to say the least. He then removed his [redacted] and proceeded to take a photo of my mattress, sat in my driveway for 20 minutes and away he went. I called on May 13, 2015 to find out the status of my service call and the rep told me that they would not be servicing my mattress because the stain was over 2 weeks old. I am not a mathmetician but I am pretty sure it took over two weeks for them to make an appointment. I have a copy of what the extra warranty covers and they are refusing to abide by this warranty. On May 15, 2015 I called and opened a so called ticket (#[redacted]) to have my matter resolved, I was informed it would take up to 72 business hours to have my matter resolved. I then called on May22, 2015 to find out the status of my ticket and was informed that my ticket had been closed and resolved on May 13, 2015 two day prior to me opening the ticket in the first place. I asked how could this be? I was told that because the service department had explained why they would not honor my warranty and that was that. Not a single representative had contacted me or even sent a letter. I have called corporate twice a week every week and my calls go unanswered and unreturned. I received a Voice message on May 27, 2015 from a Corporate Receptionist by the name of Jordan (this employee is fabulous and in my eyes has gone above and beyond her duties) she stated that she had received an email in regards to my issue and it stated I would be contacted by the end of that business day to hopefully come to some kind of resolution. That did not happen of course. Since that day I have called four or five more times and have gotten absolutely nowhere.







Desired Resolution

I would like for my balance to be taken care of, I would like my credit repaired, I would like my mattress either repaired or replaced and I would appreciate anybody to acknowledge the fact that I am a customer and need assistance.

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 resolI do notve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

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]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
#[redacted].  [redacted] stated he paid
off his account with Conn’s in September 2014; however the account is still
opened.
 
According to
our records, [redacted] requested a payoff...

quote on September 26, 2014.  The payoff quote [redacted] received
stated the payoff amount was $1613.67 and that payoff quote was good for ten
days from the date received.  Conn’s did
not receive the payment for the account until October 14, 2014.  Since the payment was received more than ten
days after the payoff quote was given, additional charges were assessed on the
account which left [redacted] with an outstanding balance.
 
As of June 22,
2015 the current payoff amount on the account is $84.13; however, as a one-time
offer and a goodwill gesture, we will concession the account the remaining
balance and close the account. 
 
[redacted]
will receive a close-out letter within 30-days of the account closing. 
 
We value [redacted] as a customer and appreciate him bringing his concerns to our
attention.  Thank you,Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. [redacted] has regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is...

located on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   Ms. [redacted] stated in her complaint that: 1.     she began receiving collection calls when your account became past due; and 2.     she would like the calls to stop. Our investigation reveals that: 1.     Ms. [redacted] began receiving collection calls when her account became past due; and 2.     we have placed a cease communications on the telephone numbers associated with the account. According to our records, Ms. [redacted] signed a 32-month retail installment contract on July 21, 2014. She agreed to have her minimum monthly payment of $120.56 due on the 21st 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 in her local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments if it is more convenient for her, before the due date. Additionally, if Ms. [redacted] 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. Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communication on the telephone numbers associated with your account.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. [redacted] has regarding account(s) [redacted] We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is...

located on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   Ms. [redacted] stated in her complaint that: she paid her account balance in full; the account did not close; and she would like the account closed. Our investigation reveals that: Ms. [redacted] paid her account balance in full on August 31, 2017; due to a system issue the account did not close; and Conn’s is working diligently to close the account.    According to our records, Ms. [redacted] signed a 34-month promissory note and security agreement on March 19, 2017.  Ms. [redacted] paid her account balance in full on August 31, 2017; however, due to a system issue the account did not close. We have identified the system issue and developed a short-term manual process until the systemic remedy is installed and we are in the process of closing Ms. [redacted]’s account.  We ask that Ms. [redacted] please allow 10-14 business days for the account to close. Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she experienced due to this matter.

Thank you for the opportunity to respond to Ms. Holiday’s concerns regarding receiving flyers. Ms. Holiday stated she no longer wishes to receive promotional offers from Conn’s.   We have removed Ms. Holiday’s information from our promotional offers.  Please note, Ms. Holiday may receive...

a promotional offer within the next 14-21 days as some offers may have already been sent.  We ask that Ms. Holiday please ignore any offers she may receive in that time.   Conn’s appreciates Ms. Holiday 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 find that this resolution would be satisfactory to me.  Thank U, for u help we got a new TV

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 didnt leave a reason. There was no place to leave one all I want is for the bed frame to be returned that is all. the description that you had mentioned only stated that it was a wood bed frame and when I asked the sales rep about it he stated that he beleved it was solid wood and in a since he was correct it is made of wood. As for me not buying extra insurance no I did not. why should I have had to spent more money for extra converge when there was a major issue within 3 days. I have been on the phone with your call center newmerus times and they stated that they were not going to rerurn the bed only fix the part that failed well that don't work for me anymore. You see I was not delt with in a timley maner slept on the floor for 2 weeks then I built another frame for my bed that is much stronger and way cheeper then your 1300$ish so please dont insult me. Your help desk stated that they would only replace the brokin part not replace the bed and since your company does not have a solid wood bed frame there is no point in exchanging it just take it back and remove it from my payment and we can continue to do business 
[Provide details of why you are not satisfied with this resolution.]
Regards,

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: Tuesday, November 21, 2017 2:48 PMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] They told me they would replace my refrigerator. Now they tell me all they would do is replace refrigerator with the same one I have. This is a ** that has a small ice maker that does not make ice enough for my family. I have tried and tried for them to please help me get one that is 33 inches wide due to this is the only size that I have a space for it. I asked them if they wanted to pay for my wall to be removed I would gladly take a larger one. I have been told since I filed my complaint with Revdex.com they were willing to do whatever I asked. My dead line for the exchange is 12-9-17 and they know this. I asked them to give me a full refund with deposit which is around $700.00, they tell one thing and do another. You can never speak to the same person there. I asked for the Corp. President and they refused to give me a number. I have spoke to so many people at the corp. office all tell you a different story. I have gotten so stressed out over this I ended up on Oct 4 in the hospital at Mcleods in Florence SC. I had Blood Clots in both legs along with DVTs in both also. My doctor said this was brought on by stress. I have been through enough with Conns telling me if I they didnt have what I wanted they would let the store order it. All I ask for was a Refrigerator that was 33 Inches wide with ice and water in door and a full size ice maker. Now they want to give me exact same refridgerator that I have had all the problems with. Please help me get a refrigerator that is the correct size for my needs and with a full size ice maker with ice and water in the door, and a side by side. If they want do that please have them refund my deposit and all my payments so I can purchase another one somewhere else. My time is running out and they know this. Please help me resolve my issue with Conns. I have spoken with the local store and they say they cant do anything without corp approval. I am so tired of there run around and the nonsense I have been thru and all the stress I have with this problem they created by not wanting to fix the problem. It still dont make hardly any ice and the fridge part is not working like it did when I got it less than a year ago. Its funny they had 5 or 6 refridgerators of the size 33 " withe in stock when I got mine and now they dont. Thanks,Please help me,[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,
they (conns) did nothing it took me filing with the Revdex.com against [redacted] to get anything done thats when the presidents office of [redacted] got involded and the frig was put in for a replacement asap. conns is something too this day the $100. gift card promised for all the problems and such I have yet to receive. conns owes me an apology and I will not accept the way I was treated by there customer service and replacemetn dept.

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 contacting us
regarding Ms. [redacted]’s additional comments. 
We attempted to contact Ms. [redacted] on 10/16/15 on both
numbers provided and were unable to reach her. 
We called the number listed on her Revdex.com complaint 10/23/15, and a female
answered stating we had the wrong number. 
We understand Ms. [redacted]’s frustration regarding losing her data we have
made every effort to locate her hard drive and have been unable to do so.
If Ms. [redacted] would like to further discuss her
concerns she may contact me directly at [redacted] ext [redacted].
Kind regards,
Kathryn J[redacted]









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Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, Mr. [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.  Mr. [redacted] has stated in the complaint: 1)       that Conn’s has not repaired his desktop promptly and; 2)       no one has returned his calls.   Our investigation reveals that:               1)       Mr. [redacted] was offered an exchange, but he refused 2)       We confirmed a service manager representative and the manufacturer have been in contact with Mr. [redacted] and a replacement model arrived on 6/14/17.   Our records show on 5/10/16, Mr. [redacted] purchased a [redacted] 34” Curved AIO desktop with a 25-month Repair Service Agreement with Accidental Damage.    Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: A customer has 14-days from the date the item is received to return or exchange (computers, computer equipment, and accessories) with a 15% restocking fee.  If your product fails while under manufacturer’s warranty or Conn’s RSA, Conn’s Factory Authorized Service will repair your product according to these warranties.   After researching Mr. [redacted]’s complaint, we found that he contacted us on 4/28/17 stating his desktop displayed an error message indicating the hard drive needed to be replaced.  Mr. [redacted] brought his computer to the store on 5/10/17.  Upon inspection, the service technician was unable to boot up the desktop.       Based on [redacted] warranty terms they require the unit to be shipped to their facility to address any service needs.  We show the manufacturer created an RMA for a replacement that would take up to 2-4 weeks for processing.  Mr. [redacted] was made aware of the process that was taken place.  Due to the delay, Mr. [redacted] was offered an exchange to replace his desktop, but Mr. [redacted] refused since we did not have the exact model available.  Mr. [redacted] informed us that he would wait for [redacted] to send him a replacement unit.  After further review, we learned that [redacted] mistakenly shipped the computer to a Conn's facility however it did not have instructions to send the computer to service, therefore, it was returned to sender.  We’ve contacted Mr. [redacted] regarding his concerns and also spoke with ** on his behalf.  ** has shipped another computer to us for Mr. [redacted] which has been received.  Mr. [redacted] was able to pick up his new computer from his local Conn’s HomePlus on 6/16/17.  Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  After further review, Conn's has agreed to credit Ms. [redacted]'s account $139.79, honor the "cash-option" and close the account.  We ask that Ms. [redacted] please allow 10-14 business days for processing.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 Mr. [redacted]’s concerns regarding account [redacted].  Mr. [redacted] stated he overpaid his account and wants his refund expedited.    According to our records, Mr. [redacted] made a payment in the amount of $10,005.00 on December 12, 2016.  This...

overpaid his account by $3,729.22.  When an account has been overpaid, it takes approximately 30 business days for the refund to be generated.   On January 6, 2017, Mr. [redacted]’s refund was approved and the check was mailed to the address on file on January 9, 2017.  If Mr. [redacted] has not received his refund check he may contact our customer service department so we may track the check.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.   Thank you, Cheryle [redacted]

Thank
you for the opportunity to respond to Mrs. [redacted]’s complaint. We researched
Mrs. [redacted]’s complaint and verified that the pillows and mattress protector
was returned to Conn’s in Albuquerque, NM and Mr. [redacted]’s account has been
cancelled. We forwarded Mrs. [redacted]’s complaint...

regarding her customer service
experience to upper management for review to ensure this does not happened in
the future. We sincerely apologize for any inconvenience Mr. and Mrs. [redacted]
experienced during this process.
If we may
be of further assistance, Mrs. [redacted] may contact Customer Service at
1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint.  We appreciate Mrs. [redacted] bringing her concerns to our attention.  As of 12/07/15, Mrs. [redacted] has been contacted and we have come to a mutual agreement. If we may be of further assistance, Mrs. [redacted] may contact...

our Customer Service department at 1-877-358-1252Kind regards,Jana A[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s concerns regarding account [redacted].  Mrs. [redacted] stated she made a payment on the account in error and would like the funds sent to her.    We have contacted Mrs. [redacted] and informed her that the check will be sent overnight to...

the address provided.  If Mrs. [redacted] does not receive the check on or before Friday August 19, 2016 we ask that she contact us so we may track the check.    Conn’s values Mr. and Mrs. [redacted] as customers and apologizes for any inconvenience they experienced due to this matter.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’ additional comments. We have attached a copy of the serviceman’s report and photos taken at the time of inspection. Mrs. [redacted] has been advised that the reported damages to her furniture are not covered under the Terms and Conditions of the FurnitureGard plan. We have also provided a copy of the T&C’s of the FG Plan which applies to Mr. [redacted]’ purchase on 7/6/14; please see Number 15: What Is Not Covered At this time we are unable to honor Mrs. [redacted]’ request; the reported damages are not covered under the T&C’s of the FurnitureGard Plan purchased during Mr. [redacted]’ original purchase date.   If we may be of further assistance, Mr. or Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]