Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mr. [redacted] complaint. Our records show on 10/31/15, Mr. [redacted] purchased a “sold as is” clearance 65” ** Smart TV and elected to purchase a 25-month Repair Service Agreement. We researched Mr. [redacted] service history and found...

on 11/5/15 he was approved for an exchange on his television due to a 72 hour failure however; he declined the exchange and requested to continue with service. Our records show the technician ordered a new main board which was installed on 12/2/15 but additional parts were needed for repair. The new parts arrived on 12/8/15 but the technician reported he was unable to contact Mr. [redacted] to scheduled repair date. A new ticket was created on 12/13/16 to continue with repair needs and the new parts were received on 12/23/15. Mr. [redacted] service order was again canceled due to no response when attempting to schedule installation date. Our records show Mr. [redacted] did not contact service again until 6/5/16 stating the television has lines on the screen. A new panel was ordered through the manufacturer twice but both times the technician received the incorrect parts to complete the repairs. The technician was able to verify that the model number listed on file was not the same model Mr. [redacted] received. Mr. [redacted] was again advised that we could issue an exchange due to the repair delay however; he declined the exchange and requested to continue with repairs. We received the correct model and serial number from the technician to order the parts through the manufacturer. However; it has been determined that the television is uneconomical to repair as the repair cost for the product exceeds the cost to replace the unit. Therefore Mr. [redacted] has been approved for an exchange to re-select a new unit for up to $600 which is the original amount paid. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513 Kind regards, Dyeisha [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.  
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.  I have been calling for weeks now, the customer service damage has been done, provide a date to expect my refund as I did not lie and provided proof sent via fax, Conns is so quick to take payments from their customers, but when it's the other way around and they are expected to return money, the same is not done, nor consideration for the customer. I was a customer of Conns for many years.
Regards,Mrs. [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 4/18/16, Mrs. [redacted] purchased a [redacted] dishwasher and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s service history and found that she was approved for an...

exchange on 1/12/17 due to the service delay. Our records show on 1/16/17, Mrs. [redacted] received a new [redacted] dishwasher in good order. We sincerely apologize for any inconvenience Mrs. [redacted] may have experienced as a result of the delay. Although we are unable to refund Mrs. [redacted]’s service agreement and continue with warranty coverage; she may cancel her warranty at anytime to receive a pro-rated refund. If we may be of further assistance, Mrs. [redacted] may contact us at 1-877-325-1252. Kind regards, Dyeisha W[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have 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 Mr. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, he may contact Conn’s regarding questions about his purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   Mr. [redacted] stated in his complaint that: he had automatic payments scheduled on is account; he contacted customer service to see if the payment had posted; he was informed we are using a new payment system; at the direction of customer service, he scheduled another payment not knowing if the original payment posted; both payments posted so he placed a stop payment on one of the payments through is financial institution; Conn’s charged him a $30 NSF fee for placing a stop payment on one of the debits; and he would like the $30 NSF fee reversed.  Our investigation reveals that: Mr. [redacted] had automatic payments scheduled on is account; he contracted customer service to see if the payment had posted; he was informed that we were using a new payment system; we were unable to see the scheduled payment so Mr. [redacted] was instructed to schedule the payment; both payments posted to Mr. [redacted]’s account and he placed a stop payment on one of the payments through his financial institution; a $30 NSF fee was assessed on the account; and the $30 NSF fee has been reversed.  According to our records, Mr. [redacted] scheduled a payment in the amount of $386.49 to post to his account on April 20, 2017.  He scheduled an additional payment in the amount of $386.49 to post to the account on April 25, 2017.  Mr. [redacted] placed a stop payment through his financial institution for the payment that posted on April 25, 2017.  A $30 NSF fee was assessed on the account due to the stop payment.  On June 8, 2017 that fee was reversed.  We have included a copy of Mr. [redacted]’s payment history as verification that the NSF fee was reversed.   Conn’s values Mr. [redacted] as a customer and apologizes for any inconvenience he experienced due to this matter.

[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.  
Sent: Thursday, April 26, 2018 7:07 PMTo: drteamSubject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]I accept the response of Conns, and my new fridge was delivered on April 26th. The fridge purchased was valued at $849, which is within and below the value of my original purchase of $999[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on8/29/16, Mrs. [redacted] purchased a ** dishwasher and elected to purchase Conn’s dishwasher replacement installation service. We show Mrs. [redacted] dishwasher was delivered and signed acknowledging the item was...

received in good order on8/31/16; no damages were reported at the time of delivery.   We contacted the delivery manager regarding Mrs. [redacted]’s complaint and were advised that upon installation, the delivery team reported that there was no outlet pipeline on the garbage disposal to attach the drain hose. The manager stated he spoke to Mrs. [redacted] who informed him that the garbage disposal was already broken and she would replace the unit and self install. Mrs. [redacted] was advised that the delivery team could return to her residence to complete the installation once the garbage disposal was repaired however; she declined the offer. Our records show Mrs. [redacted] contacted our Customer Service department on9/18/16stating the delivery team was not able to complete installation because they broke her garbage disposal when attempting to install dishwasher and requested to have disposal replaced. Mrs. [redacted] was advised that there were no reports that the delivery team damaged her garbage disposal during delivery as well as this issue was not reported during the post call she received to verify delivery was complete.   Although we are unable to honor Mrs. [redacted]’s request to replace her garbage disposal, Conn’s will return to complete the installation once the repairs has been made to the disposal. We have attached a copy of Mrs. [redacted]’s delivery ticket with our response.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   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.        she wants her dryer repaired.   Our investigation reveals that:               1.        Ms. [redacted]’s dryer is being repaired under the terms and conditions of his warranty coverage.   Our records show on 5/22/16, Ms. [redacted] purchased an [redacted] washer and electric dryer with a 24-month Repair Service Agreement on both units.   Ms. [redacted]’s appliances were delivered on 5/23/16 as requested.   Ms. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase.  Our Return & Exchange Policy states: A customer has 30-days from the date the item is received to return or exchange (appliances and electronics) 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. We researched Ms. [redacted]’s complaint and found that on 5/5/17 she contacted us stating her dryer was not drying the clothes.  Therefore, a service call was scheduled.  Upon inspection the technician found the wires needed to be adjusted.  The technician reseated the heater wiring, and Ms. [redacted]’s dryer was functioning.  On 5/31/17, Ms. [redacted] contacted us again and stated her dryer was not heating.  A service call was scheduled for 6/09/17; the representative informed Ms. [redacted] that there were no available dates before then.  Ms. [redacted] was also informed that the technician was ordering parts in an attempt to repair the unit at his initial trip.  We show Ms. [redacted] later called in requesting to have her appointment rescheduled.  She was given 6/14/17 for service which was the next date available.  On 6/21/17, the parts arrived, and Ms. [redacted] was scheduled for service on 6/28/17. At this time we are unable to honor Ms. [redacted]’s request to credit her account or return/exchange her dryer.  Ms. [redacted]’s has informed the technician that the dryer has already been repaired. 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 Mrs. [redacted]’s complaint.  Our records show on 11/11/15, Mrs. [redacted] purchased a [redacted] a [redacted] plush queen mattress, [redacted] box spring, a [redacted] sofa, and a [redacted] recliner.  Mrs. [redacted]’s signed invoice indicates at the time of purchase she was provided a copy of Conn’s Return & Exchange Policy which states: No Returns/Exchanges on- Furniture, mattresses, décor & accessories unless inspected by a Conn’s Service Technician and found to have a manufacturer’s defect **and that a consumer have 30-days to return or exchange (appliances and electronics) with the required 15% restocking fee.Mrs. [redacted] elected to have her items delivered. We researched Mrs. [redacted]’s complaint and found at the time of delivery Mrs. [redacted] received her TV in good order on 11/12/15; however during delivery it was discovered the sofa and box spring was not available and the mattress and box spring were damaged therefore the units were refused and delivery was rescheduled.  We show Mrs. [redacted] received her new mattress and box spring on 11/13/15 in good order; however it was discovered the sofa and recliner Mrs. [redacted] purchased were out of stock the items were cancelled from her invoice and a credit of $2,251.48 was applied to Mrs. [redacted]’s Conn’s account. In regards to Mrs. [redacted] returning or exchanging her mattress; Conn’s have a No Return/Exchange Policy on mattress.  We also confirmed with our merchandising department who confirmed Mrs. [redacted]’s mattress does not qualify for the [redacted] Comfort Guarantee.  Therefore, we are unable to honor Mrs. [redacted]’s request to return or exchange her mattress.  If we may be of further assistance, Mrs. [redacted] may contact our Customer Service department at 1-877-358-1252 Kind regards,  Jana A[redacted]









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Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding account(s) [redacted] and [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] 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: one of her accounts was duplicated in error; she made a payment but it was applied to the duplicate account; she began receiving collection calls due to the payment posting to the duplicate account; and she would like the phone calls to stop and her credit report corrected.  Our investigation reveals that: one of Ms. [redacted] accounts was duplicated in error she made a payment that was applied to account [redacted] instead of [redacted]; she began receiving collection calls due to the error; and Conn’s has placed a cease communications on the telephone numbers associated with Ms. [redacted] accounts and we are working diligently to correct the payment error. Once the payment error is corrected, the credit marks assessed on account [redacted] due to the error, will be reversed. According to our records, Ms. [redacted] signed a 34-month promissory note and security agreement on November 15, 2016.  The agreement created account [redacted].  Account [redacted] was also opened in error.  On December 15, 2016 Ms. [redacted] made a payment in the store in the amount of $69.64. The payment was applied to account [redacted].  Account [redacted] was closed on December 20, 2016; however, the $69.64 payment was not moved to account [redacted].   Conn’s is working diligently to resolve the issue and move the payment to account [redacted]. Once that payment has been posted any negative credit marks assessed on account [redacted] due to the error will be reversed.  We ask that Ms. [redacted] please allow the credit bureaus 30-60 days to update their records.  Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with account [redacted] until the corrections are completed.  Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.

We
appreciate Ms. [redacted] for bringing her concerns to our attention.  Ms. [redacted] is not the cardholder for the
purchase that she has reference in her complaint.  We have attempted to contact the cardholder;
however, we were unsuccessful in our attempt. We will be glad to discuss...

this
matter further if he would contact me directly [redacted] ext [redacted].
The contact
information listed on the complaint belongs to a third party; therefore we are
unable to release any account information at this time. 
 
Kind regards,
 
Kathryn [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,
  As well as I have stated in previous messages I do not want to buy a floor model that has been on for long periods of time! If you no longer carry that specific model and or you cannot order than I should get credit towards the next model available! Once again this is something that is not my fault as a customer! Advertisements should have been stated clearly!

[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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Thank you for
the opportunity to respond to Mrs. [redacted]’ concerns regarding account
#[redacted].  Mrs. [redacted] stated Conn’s is
trying to debit a payment from her account without her authorization. 
 
According to
our records, Mrs. [redacted] signed a 30-month retail...

installment contract on
October 25, 2014.  Mrs. [redacted]’ first
payment was due on November 25, 2014. 
Mrs. [redacted]’ logged into our web-pay system and submitted her payments
as follows:
 
 
DATE                            AMOUNT
          PAYMENT
METHOD
November 25,
2014      $132.14          Personal checking ending in [redacted]
December 26,
2014      $132.14          Master Card ending in [redacted]
February 5,
2015          $137.14          Personal checking ending in [redacted]
February 25,
2015        $132.14         
Personal checking ending in [redacted]
March 25,
2015            $132.14          Visa Card ending in [redacted]
May 2,
2015                 $132.14          Visa Card ending in [redacted]
May 31,
2015               $132.14          Personal Checking ending in [redacted]
June 12,
2015              $137.14          Visa Card ending in [redacted]
 
 
 
Mrs. [redacted]
has initiated each payment through our web-pay system and she currently has
checking account ending in [redacted] and Visa card ending in [redacted] on file through
the web-pay service.  Conn’s does not
have access to log into Mrs. [redacted]’ personal web-pay account. 
 
Conn’s takes
the privacy of our customers very seriously and would notify all customers in
the event of a data breach or system breach. 
We have attached copies of each payment confirmation Mrs. [redacted] has
received via email for the payments she processed through our web-pay service.  If Mrs. [redacted] entered the checking account
information in error on her personal web-pay through Conn’s, she may log into
the system and delete any account she does not wish to schedule her payments
from.  If Mrs. [redacted] feels someone has
gained access to her personal log in information, we suggest she change her
password information. 
 
We are unable
to refund Mrs. [redacted] any fees she may have incurred with her financial
institution regarding the payments she processed and authorized through our
web-pay service. 
 
If Mrs. [redacted]
feels there has been a breach regarding her banking information, she will need
to contact her financial institution to inquire further.
 
We value Mrs.
[redacted] as a customer and appreciate her bringing her 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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
It is 100% unacceptable for any business to take over five months to show full payment by a customer. The money has been paid and the fact that this issue is still untesolved by Conns is beyond unprofessional. I should not have to deal with collection letters or negative marks on my credit. This situation is affecting my ability to move forward financially. I am very upset and stressed out. This behavior from businesses should be illegal. It's easy for a company to as for patience when they are not being affected. If I had waited 5 months to make a payment to my account I am sure Cs would not extend patience to me. This type of conduct is sockening. I am incredibly disapointed and insulted by Conns response.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding her account.  Ms. [redacted] stated she was not aware property
insurance was added to her account and would like it removed.
 
According to
our records, Ms. [redacted] signed a 32-month retail installment...

contract on June
13, 2015.  This contract included
property insurance.  Due to this being a
secured loan, the merchandise must be insured until the loan 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, Ms. [redacted] signed the General information page and the
Freedom to choose page regarding the insurance. 
 
On July 11,
2015 Ms. [redacted] called our customer service department to request the property
insurance be removed.  At that time, Ms.
[redacted] was given the fax number and email address to the insurance department
to send her homeowner’s or renter’s insurance declaration page.  On July 24, 2015 we received an email from
Ms. [redacted] with the requested information. 
On July 24, 2015 Ms. [redacted] received an insurance credit in the amount
of $411.34.  This amount included the $311.62
and $99.72 for any applicable taxes or finance charges. 
 
We have
attached a copy of Ms. [redacted]’s payment history showing the insurance credit as
well as a copy of her signed retail installment contract, the General
information page and the freedom to choose page for her records. 
 
We value Ms.
[redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records indicate that on3/26/17 Mr. [redacted] replaced his original television for a 65" [redacted] 4K Smart Television with a 49- month Repair Service Agreement. Mr. [redacted]’s signed invoice acknowledges that he received a...

copy of the Return and Exchange policy.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and 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.   On 3/26/17 Mr. [redacted]’s television was picked up from Waco Tx, store location #117.  After reviewing Mr. [redacted]’ complaint, we show that he contacted us on 3/31/17 stating that the television’s picture was freezing and blinking with small lines going through it. On 4/11/17 after troubleshooting over the phone with Conn’s Service Dept. parts were ordered to repair the television. Per Conn’s policy defects and malfunctions have to be reported within 72hrs of purchase with RSA, outside of 72hrs the customer has to go through service. Our records indicate that Mr. [redacted] is scheduled for service on 4/20/17 to install the parts to repair the product. It is recommended that Mr. [redacted] continue with service. At this time we will not be able to honor Mr. [redacted]’s request. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding collection calls.  Ms. [redacted] stated she is receiving collection calls and she does not have an account with Conns.   We are unable to locate any information with the telephone number provided by Ms. [redacted].  If...

Ms. [redacted] would like to provide the telephone number we are calling, we will be happy to research the matter further.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.     Thank you, Cheryle Simmons

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our record show on 3/12/17, Mrs. [redacted] purchased a [redacted] washer and dryer and two pedestals. On 3/13/17, Mrs. [redacted]’s items were delivered and signed acknowledging as received in good order; no issues were...

reported. The delivery team did notate that they were unable to move the units into the washroom and install due to the faucet was leaking. Therefore; the units were left in the kitchen until leaks were corrected and would be installed by someone other than Conn’s. After further research we show Mrs. [redacted] contacted our service department on3/21/17 stating the washer is making a squeaking noise. A service appointment was schedule with the manufacturer on 3/27/17; the technician reported the issue was due to the pedestal being damaged which is not covered under the Terms and Conditions of the warranty. It was also observed that someone other than Conn's had moved the washer from the kitchen into the laundry room.  Although the damages to the pedestals were not covered under warranty, Conn’s agreed to exchange the pedestal in attempts to resolve this matter as a gesture of goodwill. Our records show as of 4/5/17, Mrs. [redacted] new pedestal was delivered in good order. We have no further records showing that Mrs. [redacted] has contacted our service department regarding any further issues. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [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.  
In my requested resolution, I SPECIFICALLY stated that I did NOT want a gift card that could be used only on future purchases. I did not ask for any additional recompense beyond the agreed upon $150.  Furthermore, I requested that that $150 be issued to me in the form of a refund check seeing as how I have been LIED to for 3 months about the concession having been posted to my account.  If it had actually been posted each time I was told it was, I would have very little balance remaining to pay off.  If Conn's wishes to show me a gesture of goodwill and customer service, then a visa or master card gift card would be preferred, as it would allow me to choose where to spend my hard earned income. 
Regards,

Thank you for the opportunity to respond to Mrs. [redacted]’ complaint. Our records show on 2/24/17, Mrs. [redacted] purchased a 65” Samsung 4K Smart TV and elected to purchase a 49-month Repair Service Agreement with Accidental Damage Coverage. Mrs. [redacted]’ television was scheduled for delivery...

on 2/26/17; upon delivery the unit was removed the box and inspected for damages; no installation or set-up was requested. Mrs. [redacted] signed her delivery ticket acknowledging the item was received in good order; no issues were reported. As listed on the signed delivery ticket “By signing below you are agreeing that you have thoroughly inspected your merchandise for damage. An exchange or price concession will not be authorized for damage discovered after the delivery”. We researched Mrs. [redacted]’ complaint and found that she contacted our service department the following day (2/27/17) stating the TV screen is cracked on the inside. A service appointment was scheduled for 3/2/17; during the inspection the technician found the unit was cracked internally and was deemed non-repairable. The technician stated that Mrs. [redacted] informed him that the unit was damaged when attempting to install. Mrs. [redacted] was contacted and informed that her television was approved for an exchange under the Terms and Conditions of the [redacted] with Accidental Coverage Plan. Our records show Mrs. [redacted]’ re-selected a 65” [redacted] and purchased 25-month [redacted] Plan with her new unit. At this time we are unable to honor Mrs. [redacted]’ request; the unit was signed as received in good order and no issues were reported at the time of delivery. We are unable to determine when or how damages may have occurred once the delivery is complete. Mrs. [redacted]’ exchange was approved under the T&C’s of the [redacted] w/Accidental Plan which fulfills the plan entirely. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]