Alan J. Slobodnik, M.S.W.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’ 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 on-line at www.conns.com.    Mr. [redacted] has stated in the complaint: He contacted us for service on his television and was informed parts were needed but the unit still has not been repaired;He is requesting to return his television; andHe is requesting to have his account closed and be refunded for his payments.   Our investigation reveals that: We ordered the parts from the manufacturer but there has been a delay receiving the parts needed to complete the repair;Mr. [redacted] has exceeded the 30-day time frame to return his television; andWe are unable to honor Mr. [redacted]’ request to close his account and refund him for his payments.     Our records show on 10/20/17, Mr. [redacted] purchased a 55” [redacted] which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] declined to purchase any additional warranty coverage with Conn’s.   We researched Mr. [redacted]’ complaint and found that he contacted our service department on 1/16/18 stating that his television would not turn on. A service appointment was scheduled for 1/19/18. During the inspection the technician found parts were needed to complete the repairs. We attempted to locate the parts needed to repair the unit locally but were unsuccessful. Our records show we submitted a part order from the manufacturer however; there has been a delay receiving the parts. We have submitted a request to the manufacture for an exchange on Mr. [redacted]’ television due to the delay.   Although we have not received the approved exchange request from the manufacture, we have agreed to issue an exchange on Mr. [redacted]’ television in attempts to resolve this matter. Mr. [redacted] may visit his nearest Conn’s to initiate the approved exchange and reselect a new television for up to $499.99 which is the original amount he paid.   We sincerely apologize for any inconvenience Mr. [redacted] experienced as a result of the delay   Conn’s value Mr. [redacted] as our customer and appreciates him for bringing this matter to our attention.   Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mr. [redacted]’ concerns regarding accounts [redacted] and [redacted].  Mr. [redacted] stated he was supposed to have free delivery on his purchases and he would like the property insurance removed from his accounts.    According to our records, Mr....

[redacted] signed a 36-month promissory note and security agreement on November 2, 2016. This agreement created account [redacted] and included a promotional offer of 12-months no-interest financing (“cash-option”).  Mr. [redacted]’ account did not qualify for free delivery; however, as a gesture of goodwill, we have waived the delivery fee on account [redacted].    Additionally, Mr. [redacted] initiated an exchange on November 18, 2016.  This exchange closed account [redacted] and opened account [redacted].  Due to his being an exchange, Mr. [redacted] was not charged a delivery fee on account [redacted]; therefore, we are unable to honor his request for a $150.00 credit.   Mr. [redacted] also stated he is being charged property insurance on both of his accounts.  Due to this being a secured promissory note and security agreeemnt, the merchandise must be insurance with property insurance, either purchased through Conn’s or provided by the customer under their own homeowner’s or renter’s policy until the contract is paid in full.  In the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit as long as the declaration pages shows coverage from the date of purchase to the present date. Mr. [redacted] signed the General information page and the Freedom to choose page regarding the insurance. Mr. [redacted] may fax a copy of his homeowners’ or renter’s insurance declaration page to our insurance department at 855-593-5465.  We ask that he notate her Conn’s account number on the fax for faster processing.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.    Thank you, Cheryle [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 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 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]

Thank you for the opportunity to respond to Mrs. [redacted]’s additional comments.  On 2/01/17, Mrs. [redacted] was contacted, and we informed her that we schedule delivery to pick up her entertainment center on Monday 2/7/17.  Once the entertainment center has been returned; Mrs. [redacted] will receive a credit of $865.99 to her Conn’s account.  Again, we sincerely apologize to Mrs. [redacted] for any inconvenience she has experienced during this process.   If we may be of further assistance, Mrs. [redacted] may contact our Customer Service Department at 1-877-358-1252.  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.  
The company Conns, Is still lying their as off. I stick by my original complain. The company failed to give me a signed contract and any signed paper agree to a 15 % restocking charge, I asked to take this TV back within the 30 day policy but the company said it would cost me $450.00 out of my pocket to return the TV, But the company never showed me any paperwork where I agreed to that charge. To this writing the company has finally given me a contract on 2/18/17. but there was no signed paper in that contract saying I agreed to a 15 % restocking charge if returned within the 30 day period. this company is a fraud, liars, and it's the Revdex.com 's requirement to inform the people about this company's fraud activities and business practices. I will only accept an unconditional allow of returning this TV and cancelling all contracts with this company.
Regards,
Jonathan [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]

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]

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] additional comments. As mentioned in our previous response Mrs. [redacted] was contacted on8/31/16by a representative at the corporate office to address her concerns but was unable to reach her on the number list in file. Mrs. [redacted] complaint regarding the store manager has been addressed by the district manager accordingly. We have submitted a $50.00 gift card to Mrs. [redacted] mailing address due to the inconvenience. If we may be of further assistance, Mrs. [redacted] may contact us at[redacted]. 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.  
[Provide details of why you are not satisfied with this resolution.]Sent: Wednesday, August 26, 2015 4:01 PM  My husband did not call, after a payment is due they call you everyday all day even if you make an arrangement they say "okay, we will make a note just know that they will continue to call you anyway." When the problem was in process they determined that I did tell them that I was paying in cash and that I did cancel the payment that's why they were going refund me a check. I did call back after missing a phone call and inquired about my refund on August 21, 2015 there was still no check in the mail so I asked if my payment would be late if I was waiting on the check they said yes, so I decided to cancel the refund and have them put it on my account, if I would have known that the process was going to be over a month long I would have placed it on my account along time ago, I think it would of been rediculous to receive a check just to turn around and give it right back, I needed that money as soon as it was overdrawn and I feel that they didn't care about my situation. I am glad that a payment history has been attached, we have been customers since 2013 and have made all of our payments.
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.  
This is the second complaint, the previous complaint I approved because the outcome was a refund of funds overpaid on a closed hung account, and know once again I am told I will not get the refund and was hung up on while on the phone asking to speek to a manager. I Have been trying to get a refund of 251.80 in over payment on account #[redacted]2. Conn's after I told them in January to refund the money to me decided to apply it to a new account. That account number is #[redacted]. After accepting the first Revdex.com resolution of a refund, and being told by personnel over the phone that it was being direct deposited to our account last week, now we are getting no refund. I want the $251.80 refunded to me NOW,Refund of $251.80
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  Unless Conns wants to extend my warranty at no charge being this same issue had occurred for the 3rd time I will not accept repair

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 did not sign any document stating that I have reviewed the return policy. I would like my money back because they said they would not replace the tv for a new one and because of the way I was treated poorly with bad customer service and how they handled me on the first tv. I could see if it I had already had the tv for months but it had only been 5 days and my first choice was just to replace the tv with another.. also I've read over the warranty information that was provided to me and it doesn't state anywhere about this 24 or 72 hour return policy you claim to have and when I asked customer relations why isn't that on the warranty papers I have she said that's information that conns doesn't disclose to anyone that its just the way yall do things. Had I known that you only give a 3 day window to return something if it's defective I would have never bought anything from conns to begin with. Conns does not tell you this at the time of purchase. Any other respectable company like [redacted], [redacted], [redacted] ext.. would have exchanged the tv no questions asked but you guys are crooks. I will not settle for this resolution I want my money back and yes the tv is scheduled for repair only because im sitting here with a tv on my wall that im getting no use out of because it's defective... so tell me shouldn't I be compinsated for the time I've has to go without a tv??  I gave conns almost 2000 dollars of my money that im sure you didn't have a problem with my money going to the bank.. so tell me what is this company going to do for me to compinsate me for my troubles and inconvenience?!!!
[Provide details of why you are not satisfied with this resolution.]
Regards,

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account. Per the terms of the “cash-option,” the “cash-option” is void if the minimum monthly payment is not paid within 10-days of the due date or the unpaid portion of the total “cash-option” is not paid within 10-days of the expiration date.  Mr. [redacted]’ first payment was 21 days late, voiding the “cash-option.”  Additionally, Mr. [redacted] assessed another late fee on January 1, 2017 due to the payments not being made timely on the account.  We spoke with Ms. [redacted] on January 3, 2017 and informed her at that time that the “cash-option” was void due to payments not being made timely on the account.We are unable to reinstate the “cash-option” as per the terms; the “cash-option” was void due to payments not being made within 10-days of each month’s due date.  We have no record of Ms. [redacted] being informed that we would remove one of the late fees in order to reinstate the "cash-option."We have included copies of Mr. [redacted]’ signed documents and payment history for his records.  Conn’s values Mr. [redacted] and Ms. [redacted] as customers and appreciates them for bringing their concerns to our attention.

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on 1/24/15, Mrs. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement. We researched Mrs. [redacted]’s service history and found that she contacted our service...

department on 1/9/17 stating her dryer is not drying. There was a delay scheduling Mrs. [redacted]’s initial appointment due to her service area. However; we were able to schedule an appointment with a 3rd party certified service technician for 1/20/17. During the inspection, the technician found the thermostats were burnt out and replaced them with new thermostats to complete the repair. We have no further records showing that Mrs. [redacted] has contacted our service department regarding any additional repair needs since the service was complete. At this time we are unable to honor Mrs. [redacted]’s request; based on the technician’s report the unit has been successfully repaired. We sincerely apologize for any inconvenience Mrs. [redacted] experienced as a result of the service delay. If we may be of further assistance, Mrs. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha W[redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns.As stated in our previous response, if the “cash-option” is void, finance charges will be assessed from the date of purchase.  The original terms and conditions found in the retail installment contract will replace the “cash-option” addendum if the “cash-option” is void.  We included a copy of Mr. [redacted]’s signed “cash-option” addendum with our previous response.If Mr. [redacted] would like to pay his account balance in full, we ask that he contact our customer service department at 877-358-1252 for an up-to-date payoff quote. Again, Conn's values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]'s concerns regarding a Conn's account.  Mr. [redacted] stated he has been receiving collection calls for an account that is not his.  According to our records, Mr. [redacted]'s telephone number was linked to a Conn's account in error. ...

We have placed the telephone number provided by Mr. [redacted] in a cease communication status.  We value Mr. [redacted] and apologize for any inconvenience he has experienced due to this matter.    Thank you, Cheryle [redacted]

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)       A repairman came out to service his range in June, but the unit has still not been repaired.   Our investigation reveals that: 1)    Mr. [redacted]’s last complete service call was 5/22/17. The manufacture reported that the unit was successfully repaired.     Our records show on 11/23/16, Mr. [redacted] purchased a [redacted] double range and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s complaint and found that he has contacted us once for service on his range. Our records show Mr. [redacted] contacted our service department on 5/17/17 stating that the burners have no heat. A service appointment was scheduled with a third party technician for 5/22/17. Based on the manufacturer’s report, the range was successfully repaired as of 5/26/17.   We have no further records showing that Mr. [redacted] has contacted us regarding any further repairs needs. If Mr. [redacted] is in need of service, he may contact our Service Department at 1-855-266-6349.   Conn’s value Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.