Thank you for the opportunity to respond Mrs [redacted] ’s additional comments As previously mentioned in Mrs [redacted] ’s original response; she contacted us stating her [redacted] laptop/tablet 2-N-would not connect to the Wi-Fi Mrs [redacted] ’s unit was received by service; during the inspection the technician tested Mrs [redacted] ’s laptop/tablet 2-N-and the unit passed all functional tests The technician also updated all system drivers optimized unit was working up the manufacturer specifications Since Mrs [redacted] ’s last complaint; we did not find a new service order on file Multiple attempts were made to contact Mrs [redacted] to have a remote technician assess her repair needs, but we were unsuccessful in our attempts At this time we are unable to honor Mrs [redacted] ’s request to return or exchange her [redacted] laptop/tablet 2-N- Again, for further assistance Mrs [redacted] will need to contact our service department at 1-855-266-to have a remote technician assess her repair needsIf we may be of further assistance, Mrs [redacted] may contact our Customer Service Department at 1-877-358- Kind regards, Jana A [redacted]
Thank you for the opportunity to respond to Mr***’s complaintOur records show on 6/29/15, Mr [redacted] purchased a Samsung washer and dryer and elected to a 36-month Repair Service AgreementWe reviewed Mr***’s complaint and found he had four service calls regarding his washer dated from 8/10/to 9/14/After further reviewing Mr***’s service needs, we show he was approved for an exchange on 9/15/under the Terms and Conditions of the manufacturer’s warrantyMr***’s new washer is currently scheduled for delivery on 9/17/and Conn’s RSA will continue on the exchanged unit for the remainder of the Agreement termAs listed under the T&C’s of the RSA Plan: THIS AGREEMENT IS EFFECTIVE DURING THE TERM OF THE MANUFACTURER’S WARRANTY, AND THEREAFTER UNTIL THE END OF THE AGREEMENT; IT DOES NOT REPLACE THE MANUFACTURER’S WARRANTY, BUT PROVIDES CERTAIN ADDITIONAL BENEFITS DURING THE TERM OF THE MANUFACTURER’S WARRANTY We sincerely apologize for any inconvenience Mr [redacted] experienced during this process If we may be of further assistance, Mr [redacted] may contact Customer Service at 1-877-358-1252.Kind regards,Dyeisha [redacted] Customer Relations
Thank you for the opportunity to respond to Mrs***’s additional commentsAs mentioned in our previous responses, Mr [redacted] elected to pick up his television from Conn’s warehouse and signed his pick up slip acknowledging no problems were found with the unitMr [redacted] had the television in his possession for days before contacting us regarding any issues with the unitWe cannot determine when or how damages may have occurred once the unit has left the warehouseAs listed on Mr***’s signed pick up slip provided in our previous response: “Conn’s Home Plus does not assume or claim any responsibility for damages (i) occurring to any item picked up at Conn’s Home Plus (ii) arising out of or in connection with the transportation of you merchandise”Conn’s service technician assessed the unit and found a new panel was needed to complete the repairs however; Mr [redacted] has refused repairsAlthough Mr [redacted] television does not meet the qualification for an exchange, we will be happy to continue with any covered repair needsMr [redacted] may contact our service department at 1-855-266-to schedule service at his earliest convenienceIn regards to Mrs***’s concern regarding the insurance added to the account, our records show on 9/27/a credit of $was processed to Mr***’s account after receiving his request and documentations for cancellationWe have attached a copy Mr***’s Loan Ledger with our responseIf we may be of further assistance, Mror Mrs [redacted] may contact us at 1-866-765- Kind regards, Dyeisha W [redacted]
Thank you again for the opportunity to respond to Ms [redacted] concerns regarding her account We attached a copy of Ms [redacted] payment confirmation verifying which account she scheduled the payment to post from Again, we are unable to refund the NSF fees assessed on the account due to the funds not being available Again, Conn's values Ms [redacted] as a customer and appreciates her for 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 I called the same day and spoke with a gentleman by the name of Warren [redacted] about the refrigerator issue and the set upHe then told me he would call me back and is getting in contact with someone to have this resolvedHe never called me backI had to call back when I realized my rug was not delivered he than put me on hold and told me that his manager by the name of dawn told him she would have to request for the ticket to be opened and in hours I could come get the rugSo hours latter I tried to get the rug and was told it was still not opened and they were still waiting for it to be openedA WEEK passed by and it was still not opened I called an number to be told they didn't even try to open it yet and they would do iti told the lady I spoke with I just want it cancelled and I will get a rug somewhere elseAlso when speaking with warren about the fridge I asked about the set up and he said he thought it was easy enough to do on our own so we were not offered the set up feeHE MADE THE CHOICE ON HIS OWNHE APOLOGIZED FOR THAT AND THAT IS FINEBUT WHEN YOUR EMPLOYEE TELLS A CUSTOMER THEY NEED TO FILE A COMPLAINT WITH Revdex.com AND [redacted] requesting money back FOR THE WAY THEY WERE TREATED AND PROCEEDS TO SAY HE IS RESIGNING BECAUSE HE IS ASHAMED you should know you did wrong! Needless to say, I did call and report my issues as well as checked for a week about my rug and was told by an EMPLOYEE I was treated worse than anyone they have seen and I need to request my money backand they were resigning there is a HUGE PROBLEM with how Conns does business I can also get my job to pull the recorded phone calls if I need to go that farI can take this further than just Revdex.com no problem if needed (perks of being family to a news producer) Regards, [redacted]
Thank you for the opportunity to respond Mrand Mrs [redacted] complaint We researched the complaint and found the invoice for Mrs [redacted] was cancelled and a credit of $4,was processed to her [redacted] account We confirmed Mrs [redacted] has been contacted by two 3rdparty companies and was offered compensation and repairs for the damages to the boards affected during delivery The claim number ( [redacted] ) was submitted to the contractor’s insurance carrier with York for processingHowever, both offers were refused by Mrs [redacted] because she indicated she wanted the entire floor replaced As mentioned in Mrs [redacted] desired settlement she requested Conn's"Pay for a 3rd party to come in and replace every new board that they damaged"; which was offered but refused by Mrs [redacted] We show Mrs [redacted] will be contacted by the adjuster that is assigned to her case regarding her claim If we may be of further assistance, Mrand Mrs [redacted] may contact Customer Service Department at 1-877-358- Kind regards, Jana [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’ complaintOur records show on 9/18/15, Mrs [redacted] purchased an [redacted] and elected to purchase a 37-month Repair Service Agreement PlanWe show Mrs [redacted] signed a 32-month retail installment contract agreeing and acknowledging that she was aware her previous account with the remaining balance of $would be combined with her new purchaseAccording to our records and Mrs [redacted] signed contract, her Conn’s account is accurate and does not require adjustments at this timeWe researched Mrs [redacted] ’ service history and found that she contacted our service department on 12/31/stating her [redacted] is not functioning properlyWe received Mrs [redacted] ’ unit in service on 1/10/16; upon inspection, the serviceman found the unit suffered a system crashThe technician reinstalled the operations system, and the system passed all diagnostic testsOur records show Mrs [redacted] picked her [redacted] from her local Conn’s on 1/13/We sincerely apologize for any inconvenience Mrs [redacted] may have experienced as a result of the delayIf we may be of further assistance, Mrs [redacted] may contact us at 1-877-325-Kind regards, Dyeisha W [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs 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 his washer is on the recall list with the manufacture; 2) the unit wobbles and unbalances his loads which cause the machine to turn off leaving his clothes we; and3) he has contacted us about his unit but is getting the runaround regarding resolution Our investigation reveals that: 1) we are unable to verify that Mr***’s washer is listed on the manufacturer’ recall list with the model and serial number listed; 2) the unit tested as acceptable when we leveled and tested Mr***’s washer on 4/3/17; and 3) we have remained in contact with Mr [redacted] regarding his washer, as he has been referred to the manufacturer for further repair needs Our records show on 5/02/16, Mr [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement PlanWe show Mr [redacted] contacted our Service Department on 3/11/stating his washer is shaking, unleveled and loudMr [redacted] was referred to the manufacturer to sa service appointment to have their technician assess the unit Mr [redacted] contacted us on 3/25/stating the manufacture serviced the unit but is still having the same problemA new service order was created to have a Conn’s technician re-assess the washer on 4/3/ During the inspection, the technician reported that he leveled and tested the washer, and the unit was working up to the manufacturer's specification Our records show Mr [redacted] contacted us again on 4/17/stating his washer gets unbalanced during the spin cycle and stated the washer turns off/on by itselfA service appointment was originally scheduled for 4/27/with a Conn’s technician However, Mr [redacted] contacted us on 4/25/stating the manufacturer already serviced his washerAt that time Mr [redacted] claimed the technician informed him that he was unable to use the unit on extra high speedWe contacted the manufacturer on Mr***’s behalf and was informed that the technician successfully repaired Mr***’s washer We have no further records showing that Mr [redacted] has contacted us regarding additional repair needs since his washer was serviced by the manufacturerWe attempted to contact Mr [redacted] on 5/4/and 5/5/to verify the serial number listed on his washer but have been unsuccessful At this time Mr***’s washer does not meet the qualification for an exchangeIf Mr [redacted] is in need of service, he may contact our Service Department at 1-855-266-or contact [redacted] directly at 1-800-726- Conn’s values Mr [redacted] as a customer and appreciates him for bringing his concerns to our attention
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] s concernWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs 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: She has contacted us numerous times regarding her refund check but has been getting the runaround; and She is requesting to receive her refund as soon as possible Our investigation reveals that: Due to a clerical error there has been a delay processing Ms [redacted] s refund check; and We have submitted a request to expedite Ms [redacted] s refund check We researched Ms [redacted] s complaint and found that there was an overpayment on her Conn’s account after the account was closedOur records show there was a delay processing Ms [redacted] s refund due to a clerical errorWe have submitted a request to our accounting department to expedite Ms [redacted] s refund checkWe ask that Ms [redacted] please allow 3-business days to receive her refund check We sincerely apologize for any inconvenience Ms [redacted] experienced as a result of the delay Conn’s value Ms [redacted] as our customer and appreciates her for bringing this matter to our attention Sincerely, Conn’s Inc
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs 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.comMs [redacted] has stated in the complaint: 1) She contacted us for repairs on her sofa, and we replaced a partHowever, the part that was replaced is still not working correctly; 2) She was informed that her warranty expired, but we will send some out to look at her sofa, and 3) She is requesting to have her sofa repaired Our investigation reveals that: 1) Ms [redacted] ’s did not contact us again until two months after parts were replaced on her sofa, 2) Ms [redacted] was advised that the manufacturer’s warranty expired on her furniture and we were unable to continue with repairs, and 3) We have agreed to send a serviceman back out to re-assess the mechanism only Our records show on 7/6/16, Ms [redacted] purchased the Nolan recliner and reclining sofa which came with a 1-year limited manufacturer’s warranty until 7/6/ We researched Ms [redacted] ’s service history and found that she first contacted us for service on 5/16/stating her reclining sofa does not closeA service appointment was scheduled for 5/18/During the inspection, the serviceman found the right recliner of the sofa is not working and submitted a part order to replace the right mechanismOnce we received the part, Ms [redacted] was contacted and scheduled for installation on 6/1/However; before her appointment, Ms [redacted] contacted us and stated she will be out of town and will notify us when she is ready for installationWe show Ms [redacted] later contacted us to continue with repairs and was scheduled for 6/7/The serviceman reported that he installed the new mechanism on the sofa and the unit was functioning properly Our records show Ms [redacted] contacted us again on 8/2/stating that she has been out of town and when she returned she noticed her sofa was not repaired correctlyMs [redacted] was advised that her manufacturer’s warranty expired on 7/6/and we are unable to continue with repairs After further review of Ms [redacted] ’s complaint, we have agreed to send a serviceman out to re-assess only the mechanism that was replacedOnce the serviceman has inspected the unit, we can determine if a new mechanism is required Conn’s value Ms [redacted] as a customer and appreciates her for bringing this matter to our attention
Thank you again for the opportunity to respond to Mr***'s concerns regarding credit reporting Again, we only have record of one credit inquiry being processed Mr [redacted] may fax over a copy of his credit report for further review We ask that Mr [redacted] fax his credit report to 877-404-for further review Thank you, Cheryle [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’ complaint We appreciate Mrs [redacted] for bringing her concerns to our attention We researched Mrs [redacted] ’ complaint and found her issue has been addressed On 1/19/16, an exchange was approved for Mrs [redacted] to replace her refrigerator We spoke with Mrs [redacted] on 1/20/16, she was advised her exchange approval and informed she is currently scheduled for delivery on Thursday(1/21/16) 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 our Customer Service department at 1-877-358-1252Kind regards,Jana A [redacted]
Thank you for the additional opportunity to respond to Mr***’s concerns regarding his account Mr [redacted] received one check for returning his Repair Service Agreement The other check that was sent to Mr [redacted] was for an insurance reimbursement These checks came from two different departments; therefore, he would not have been notified, because they came from two separate requests Additionally, the insurance check was mailed to the address Conn’s had on file for Mr*** He did not provide the updated address until he called to check the status of the insurance refund Again, if Mr [redacted] has not received his refund check, we ask that he contact us so we may track the check Thank you, Cheryle [redacted]
Thank you for the opportunity to respond to Ms***’s concerns regarding account [redacted] Ms [redacted] stated she was not aware of the interest rate on her contract and would like a full refund According to our records, Ms [redacted] signed a 30-month retail installment contract on August 9, We respectfully disagree that Ms [redacted] was unaware of the interest rate on her retail installment contractThe truth-in-lending disclosure statement is printed on the front of the contractWe have attached a copy of Ms***’s signed retail installment contract for her records We are unable to honor Ms***’s request for a full refund, as she is outside the return exchange period; however, as a one-time offer and a goodwill gesture, if the invoice balance of $is paid in full within the days, we will honor the same as cash request and close the account We value Ms [redacted] as a customer and appreciate her for bringing her concerns to our attention Thank you, Cheryle [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs 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 purchased a refrigerator that never worked since it was received; 2) She has contacted us for service, and the issue has not be resolved; and 3) She would like her account credited for the purchase Our investigation reveals that: 1) Ms [redacted] ’s refrigerator was delivered in good order on 4/30/No issues were reported until days from the date of delivery; 2) both our Conn’s technician and the manufacturer technician has service Ms [redacted] ’s refrigerator as listed under the Terms and Conditions of the warranty; and 3) the manufacturer approved an even exchange on Ms [redacted] ’s refrigerator Our records show on 4/29/17, Ms [redacted] purchased an [redacted] side-by-side refrigerator and elected to purchase a 24-month Repair Service Agreement We show Ms [redacted] ’s refrigerator was delivered and signed acknowledging the item was received in good order on 4/30/ We researched Ms [redacted] ’s complaint and found that she contacted our service department on 5/13/stating that the freezer was not freezing on the refrigeratorA service appointment was scheduled for 5/16/However; prior to her appointment, Ms [redacted] contacted us to cancel her appointment stating that she would be in the hospital and did not know when she would be available for service Our records show Ms [redacted] contacted service again on 5/21/regarding the same issueA service appointment was scheduled for 5/23/The technician notated the symptom description and submitted an exchange request to the manufacturer The manufacturer rejected the exchange and informed us to order the parts to continue with the repairsWe show the technician returned to Ms [redacted] ’s residence on 5/29/and installed parts We show Ms [redacted] contact our service department on 6/12/stating that the refrigerator was not cooling and had no lightsA service appointment was scheduled the following day 6/13/ During that time the technician notated that Ms [redacted] would contact the manufacturer to assist with repair needs, therefore, the service order was canceled We reached out to the manufacturer on Ms [redacted] ’s behalf and confirmed that they approved an even exchange on 6/21/for the refrigeratorMs [redacted] may contact her local Conn’s to initiate the approved exchangeWe sincerely apologize for any inconvenience Ms [redacted] experienced during this process 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 [redacted] complaintOur records show on 5/15/15, [redacted] purchased a [redacted] French Door refrigerator and elected to purchase a 48-month Repair Service Agreement PlanWe researched [redacted] service history and found on 8/23/16, she was approved for an exchange under the Terms and Conditions of the RSA plan due to excessive repair needsOur records show [redacted] re-selected a different [redacted] French door refrigerator which is scheduled for delivery on 8/26/We sincerely apologize for any inconvenience [redacted] experienced as a result of the delay If we may be of further assistance, [redacted] may contact us at [redacted] Kind regards, Dyeisha W [redacted] Customer Relations
Thank you for the opportunity to respond to Mr [redacted] concerns regarding collection calls Mr [redacted] stated he has been receiving collection calls since June 10, 2015.We were unable to locate telephone number [redacted] provided by Mr*** in our system We have attempted to contact Mr [redacted] to see if he would like to provide an additional telephone number for further inquiry; however, we were unsuccessful If Mr [redacted] would like to provide any additional telephone numbers, we will be glad to investigate further Thank you, [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’s additional comments We researched Mrs [redacted] ’s complaint and found her issue has been addressed and resolved We show there was a scheduling conflict which delayed the process of picking up Mrs [redacted] ’s washer and dryer; however as of10/15/both units have been returned and a credit of $2,was processed to Mr [redacted] ***’s Conn’s account We sincerely apologize for any inconvenience Mr [redacted] & Mrs [redacted] experienced during this process If we may be of further assistance, Mrs [redacted] may contact our Customer Service at [redacted] .Kind regards,Jana A [redacted]
Thank you for the opportunity to respond to [redacted] additional commentsWe provided photos in our previous response showing how different lighting may alters the appearance of the furnitureWe have also confirmed that Conn’s does not offer this furniture set in a different color and the product [redacted] received is the same items found in store and listed on her invoiceAlthough Conn’s has a NO return/exchange policy on all furniture, we are willing to return the sofa and loveseat and issue a credit to her account in attempts to resolve this matter [redacted] may contact us directly at 1-866-765-to schedule a date for Conn’s delivery team to pick up the merchandiseOnce the items have been received we will process the credit to [redacted] accountKind 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 I received and read the response from Conn'sHowever, I disagree with many of their pointsI want their definition of being aggressiveI did not know that asking for the delivery drivers supervisors name and phone number was being aggressiveI told the team that if I had to do half the work, I wanted half of the installation fee returnedThis was the only reason that I wanted the informationThe delivery team then left without saying anything, which is very poor customer service on Conn's partIn fact, Conn's is turning this around making me look like I did something wrong after their employees told me the installation fee covered the removal of my dishwasher, installation of the new dishwasher, and then they would take the old unit off At this point, Conn's is being very slanderous in describing this whole episodeIn fact, this whole situation could have been avoided once I removed the old dish washer, the team just installed the new oneI could have spoken to the supervisor and worked something outMy next step if there is no resolution is to go to court and contact the mediaThis is now the second time Conn's has been libelous towards me Regards,
Thank you for the opportunity to respond Mrs [redacted] ’s additional comments As previously mentioned in Mrs [redacted] ’s original response; she contacted us stating her [redacted] laptop/tablet 2-N-would not connect to the Wi-Fi Mrs [redacted] ’s unit was received by service; during the inspection the technician tested Mrs [redacted] ’s laptop/tablet 2-N-and the unit passed all functional tests The technician also updated all system drivers optimized unit was working up the manufacturer specifications Since Mrs [redacted] ’s last complaint; we did not find a new service order on file Multiple attempts were made to contact Mrs [redacted] to have a remote technician assess her repair needs, but we were unsuccessful in our attempts At this time we are unable to honor Mrs [redacted] ’s request to return or exchange her [redacted] laptop/tablet 2-N- Again, for further assistance Mrs [redacted] will need to contact our service department at 1-855-266-to have a remote technician assess her repair needsIf we may be of further assistance, Mrs [redacted] may contact our Customer Service Department at 1-877-358- Kind regards, Jana A [redacted]
Thank you for the opportunity to respond to Mr***’s complaintOur records show on 6/29/15, Mr [redacted] purchased a Samsung washer and dryer and elected to a 36-month Repair Service AgreementWe reviewed Mr***’s complaint and found he had four service calls regarding his washer dated from 8/10/to 9/14/After further reviewing Mr***’s service needs, we show he was approved for an exchange on 9/15/under the Terms and Conditions of the manufacturer’s warrantyMr***’s new washer is currently scheduled for delivery on 9/17/and Conn’s RSA will continue on the exchanged unit for the remainder of the Agreement termAs listed under the T&C’s of the RSA Plan: THIS AGREEMENT IS EFFECTIVE DURING THE TERM OF THE MANUFACTURER’S WARRANTY, AND THEREAFTER UNTIL THE END OF THE AGREEMENT; IT DOES NOT REPLACE THE MANUFACTURER’S WARRANTY, BUT PROVIDES CERTAIN ADDITIONAL BENEFITS DURING THE TERM OF THE MANUFACTURER’S WARRANTY We sincerely apologize for any inconvenience Mr [redacted] experienced during this process If we may be of further assistance, Mr [redacted] may contact Customer Service at 1-877-358-1252.Kind regards,Dyeisha [redacted] Customer Relations
Thank you for the opportunity to respond to Mrs***’s additional commentsAs mentioned in our previous responses, Mr [redacted] elected to pick up his television from Conn’s warehouse and signed his pick up slip acknowledging no problems were found with the unitMr [redacted] had the television in his possession for days before contacting us regarding any issues with the unitWe cannot determine when or how damages may have occurred once the unit has left the warehouseAs listed on Mr***’s signed pick up slip provided in our previous response: “Conn’s Home Plus does not assume or claim any responsibility for damages (i) occurring to any item picked up at Conn’s Home Plus (ii) arising out of or in connection with the transportation of you merchandise”Conn’s service technician assessed the unit and found a new panel was needed to complete the repairs however; Mr [redacted] has refused repairsAlthough Mr [redacted] television does not meet the qualification for an exchange, we will be happy to continue with any covered repair needsMr [redacted] may contact our service department at 1-855-266-to schedule service at his earliest convenienceIn regards to Mrs***’s concern regarding the insurance added to the account, our records show on 9/27/a credit of $was processed to Mr***’s account after receiving his request and documentations for cancellationWe have attached a copy Mr***’s Loan Ledger with our responseIf we may be of further assistance, Mror Mrs [redacted] may contact us at 1-866-765- Kind regards, Dyeisha W [redacted]
Thank you again for the opportunity to respond to Ms [redacted] concerns regarding her account We attached a copy of Ms [redacted] payment confirmation verifying which account she scheduled the payment to post from Again, we are unable to refund the NSF fees assessed on the account due to the funds not being available Again, Conn's values Ms [redacted] as a customer and appreciates her for 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 I called the same day and spoke with a gentleman by the name of Warren [redacted] about the refrigerator issue and the set upHe then told me he would call me back and is getting in contact with someone to have this resolvedHe never called me backI had to call back when I realized my rug was not delivered he than put me on hold and told me that his manager by the name of dawn told him she would have to request for the ticket to be opened and in hours I could come get the rugSo hours latter I tried to get the rug and was told it was still not opened and they were still waiting for it to be openedA WEEK passed by and it was still not opened I called an number to be told they didn't even try to open it yet and they would do iti told the lady I spoke with I just want it cancelled and I will get a rug somewhere elseAlso when speaking with warren about the fridge I asked about the set up and he said he thought it was easy enough to do on our own so we were not offered the set up feeHE MADE THE CHOICE ON HIS OWNHE APOLOGIZED FOR THAT AND THAT IS FINEBUT WHEN YOUR EMPLOYEE TELLS A CUSTOMER THEY NEED TO FILE A COMPLAINT WITH Revdex.com AND [redacted] requesting money back FOR THE WAY THEY WERE TREATED AND PROCEEDS TO SAY HE IS RESIGNING BECAUSE HE IS ASHAMED you should know you did wrong! Needless to say, I did call and report my issues as well as checked for a week about my rug and was told by an EMPLOYEE I was treated worse than anyone they have seen and I need to request my money backand they were resigning there is a HUGE PROBLEM with how Conns does business I can also get my job to pull the recorded phone calls if I need to go that farI can take this further than just Revdex.com no problem if needed (perks of being family to a news producer) Regards, [redacted]
Thank you for the opportunity to respond Mrand Mrs [redacted] complaint We researched the complaint and found the invoice for Mrs [redacted] was cancelled and a credit of $4,was processed to her [redacted] account We confirmed Mrs [redacted] has been contacted by two 3rdparty companies and was offered compensation and repairs for the damages to the boards affected during delivery The claim number ( [redacted] ) was submitted to the contractor’s insurance carrier with York for processingHowever, both offers were refused by Mrs [redacted] because she indicated she wanted the entire floor replaced As mentioned in Mrs [redacted] desired settlement she requested Conn's"Pay for a 3rd party to come in and replace every new board that they damaged"; which was offered but refused by Mrs [redacted] We show Mrs [redacted] will be contacted by the adjuster that is assigned to her case regarding her claim If we may be of further assistance, Mrand Mrs [redacted] may contact Customer Service Department at 1-877-358- Kind regards, Jana [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’ complaintOur records show on 9/18/15, Mrs [redacted] purchased an [redacted] and elected to purchase a 37-month Repair Service Agreement PlanWe show Mrs [redacted] signed a 32-month retail installment contract agreeing and acknowledging that she was aware her previous account with the remaining balance of $would be combined with her new purchaseAccording to our records and Mrs [redacted] signed contract, her Conn’s account is accurate and does not require adjustments at this timeWe researched Mrs [redacted] ’ service history and found that she contacted our service department on 12/31/stating her [redacted] is not functioning properlyWe received Mrs [redacted] ’ unit in service on 1/10/16; upon inspection, the serviceman found the unit suffered a system crashThe technician reinstalled the operations system, and the system passed all diagnostic testsOur records show Mrs [redacted] picked her [redacted] from her local Conn’s on 1/13/We sincerely apologize for any inconvenience Mrs [redacted] may have experienced as a result of the delayIf we may be of further assistance, Mrs [redacted] may contact us at 1-877-325-Kind regards, Dyeisha W [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs 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 his washer is on the recall list with the manufacture; 2) the unit wobbles and unbalances his loads which cause the machine to turn off leaving his clothes we; and3) he has contacted us about his unit but is getting the runaround regarding resolution Our investigation reveals that: 1) we are unable to verify that Mr***’s washer is listed on the manufacturer’ recall list with the model and serial number listed; 2) the unit tested as acceptable when we leveled and tested Mr***’s washer on 4/3/17; and 3) we have remained in contact with Mr [redacted] regarding his washer, as he has been referred to the manufacturer for further repair needs Our records show on 5/02/16, Mr [redacted] purchased a [redacted] washer and dryer and elected to purchase a 48-month Repair Service Agreement PlanWe show Mr [redacted] contacted our Service Department on 3/11/stating his washer is shaking, unleveled and loudMr [redacted] was referred to the manufacturer to sa service appointment to have their technician assess the unit Mr [redacted] contacted us on 3/25/stating the manufacture serviced the unit but is still having the same problemA new service order was created to have a Conn’s technician re-assess the washer on 4/3/ During the inspection, the technician reported that he leveled and tested the washer, and the unit was working up to the manufacturer's specification Our records show Mr [redacted] contacted us again on 4/17/stating his washer gets unbalanced during the spin cycle and stated the washer turns off/on by itselfA service appointment was originally scheduled for 4/27/with a Conn’s technician However, Mr [redacted] contacted us on 4/25/stating the manufacturer already serviced his washerAt that time Mr [redacted] claimed the technician informed him that he was unable to use the unit on extra high speedWe contacted the manufacturer on Mr***’s behalf and was informed that the technician successfully repaired Mr***’s washer We have no further records showing that Mr [redacted] has contacted us regarding additional repair needs since his washer was serviced by the manufacturerWe attempted to contact Mr [redacted] on 5/4/and 5/5/to verify the serial number listed on his washer but have been unsuccessful At this time Mr***’s washer does not meet the qualification for an exchangeIf Mr [redacted] is in need of service, he may contact our Service Department at 1-855-266-or contact [redacted] directly at 1-800-726- Conn’s values Mr [redacted] as a customer and appreciates him for bringing his concerns to our attention
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] s concernWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs 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: She has contacted us numerous times regarding her refund check but has been getting the runaround; and She is requesting to receive her refund as soon as possible Our investigation reveals that: Due to a clerical error there has been a delay processing Ms [redacted] s refund check; and We have submitted a request to expedite Ms [redacted] s refund check We researched Ms [redacted] s complaint and found that there was an overpayment on her Conn’s account after the account was closedOur records show there was a delay processing Ms [redacted] s refund due to a clerical errorWe have submitted a request to our accounting department to expedite Ms [redacted] s refund checkWe ask that Ms [redacted] please allow 3-business days to receive her refund check We sincerely apologize for any inconvenience Ms [redacted] experienced as a result of the delay Conn’s value Ms [redacted] as our customer and appreciates her for bringing this matter to our attention Sincerely, Conn’s Inc
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs 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.comMs [redacted] has stated in the complaint: 1) She contacted us for repairs on her sofa, and we replaced a partHowever, the part that was replaced is still not working correctly; 2) She was informed that her warranty expired, but we will send some out to look at her sofa, and 3) She is requesting to have her sofa repaired Our investigation reveals that: 1) Ms [redacted] ’s did not contact us again until two months after parts were replaced on her sofa, 2) Ms [redacted] was advised that the manufacturer’s warranty expired on her furniture and we were unable to continue with repairs, and 3) We have agreed to send a serviceman back out to re-assess the mechanism only Our records show on 7/6/16, Ms [redacted] purchased the Nolan recliner and reclining sofa which came with a 1-year limited manufacturer’s warranty until 7/6/ We researched Ms [redacted] ’s service history and found that she first contacted us for service on 5/16/stating her reclining sofa does not closeA service appointment was scheduled for 5/18/During the inspection, the serviceman found the right recliner of the sofa is not working and submitted a part order to replace the right mechanismOnce we received the part, Ms [redacted] was contacted and scheduled for installation on 6/1/However; before her appointment, Ms [redacted] contacted us and stated she will be out of town and will notify us when she is ready for installationWe show Ms [redacted] later contacted us to continue with repairs and was scheduled for 6/7/The serviceman reported that he installed the new mechanism on the sofa and the unit was functioning properly Our records show Ms [redacted] contacted us again on 8/2/stating that she has been out of town and when she returned she noticed her sofa was not repaired correctlyMs [redacted] was advised that her manufacturer’s warranty expired on 7/6/and we are unable to continue with repairs After further review of Ms [redacted] ’s complaint, we have agreed to send a serviceman out to re-assess only the mechanism that was replacedOnce the serviceman has inspected the unit, we can determine if a new mechanism is required Conn’s value Ms [redacted] as a customer and appreciates her for bringing this matter to our attention
Thank you again for the opportunity to respond to Mr***'s concerns regarding credit reporting Again, we only have record of one credit inquiry being processed Mr [redacted] may fax over a copy of his credit report for further review We ask that Mr [redacted] fax his credit report to 877-404-for further review Thank you, Cheryle [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’ complaint We appreciate Mrs [redacted] for bringing her concerns to our attention We researched Mrs [redacted] ’ complaint and found her issue has been addressed On 1/19/16, an exchange was approved for Mrs [redacted] to replace her refrigerator We spoke with Mrs [redacted] on 1/20/16, she was advised her exchange approval and informed she is currently scheduled for delivery on Thursday(1/21/16) 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 our Customer Service department at 1-877-358-1252Kind regards,Jana A [redacted]
Thank you for the additional opportunity to respond to Mr***’s concerns regarding his account Mr [redacted] received one check for returning his Repair Service Agreement The other check that was sent to Mr [redacted] was for an insurance reimbursement These checks came from two different departments; therefore, he would not have been notified, because they came from two separate requests Additionally, the insurance check was mailed to the address Conn’s had on file for Mr*** He did not provide the updated address until he called to check the status of the insurance refund Again, if Mr [redacted] has not received his refund check, we ask that he contact us so we may track the check Thank you, Cheryle [redacted]
Thank you for the opportunity to respond to Ms***’s concerns regarding account [redacted] Ms [redacted] stated she was not aware of the interest rate on her contract and would like a full refund According to our records, Ms [redacted] signed a 30-month retail installment contract on August 9, We respectfully disagree that Ms [redacted] was unaware of the interest rate on her retail installment contractThe truth-in-lending disclosure statement is printed on the front of the contractWe have attached a copy of Ms***’s signed retail installment contract for her records We are unable to honor Ms***’s request for a full refund, as she is outside the return exchange period; however, as a one-time offer and a goodwill gesture, if the invoice balance of $is paid in full within the days, we will honor the same as cash request and close the account We value Ms [redacted] as a customer and appreciate her for bringing her concerns to our attention Thank you, Cheryle [redacted]
Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs 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 purchased a refrigerator that never worked since it was received; 2) She has contacted us for service, and the issue has not be resolved; and 3) She would like her account credited for the purchase Our investigation reveals that: 1) Ms [redacted] ’s refrigerator was delivered in good order on 4/30/No issues were reported until days from the date of delivery; 2) both our Conn’s technician and the manufacturer technician has service Ms [redacted] ’s refrigerator as listed under the Terms and Conditions of the warranty; and 3) the manufacturer approved an even exchange on Ms [redacted] ’s refrigerator Our records show on 4/29/17, Ms [redacted] purchased an [redacted] side-by-side refrigerator and elected to purchase a 24-month Repair Service Agreement We show Ms [redacted] ’s refrigerator was delivered and signed acknowledging the item was received in good order on 4/30/ We researched Ms [redacted] ’s complaint and found that she contacted our service department on 5/13/stating that the freezer was not freezing on the refrigeratorA service appointment was scheduled for 5/16/However; prior to her appointment, Ms [redacted] contacted us to cancel her appointment stating that she would be in the hospital and did not know when she would be available for service Our records show Ms [redacted] contacted service again on 5/21/regarding the same issueA service appointment was scheduled for 5/23/The technician notated the symptom description and submitted an exchange request to the manufacturer The manufacturer rejected the exchange and informed us to order the parts to continue with the repairsWe show the technician returned to Ms [redacted] ’s residence on 5/29/and installed parts We show Ms [redacted] contact our service department on 6/12/stating that the refrigerator was not cooling and had no lightsA service appointment was scheduled the following day 6/13/ During that time the technician notated that Ms [redacted] would contact the manufacturer to assist with repair needs, therefore, the service order was canceled We reached out to the manufacturer on Ms [redacted] ’s behalf and confirmed that they approved an even exchange on 6/21/for the refrigeratorMs [redacted] may contact her local Conn’s to initiate the approved exchangeWe sincerely apologize for any inconvenience Ms [redacted] experienced during this process 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 [redacted] complaintOur records show on 5/15/15, [redacted] purchased a [redacted] French Door refrigerator and elected to purchase a 48-month Repair Service Agreement PlanWe researched [redacted] service history and found on 8/23/16, she was approved for an exchange under the Terms and Conditions of the RSA plan due to excessive repair needsOur records show [redacted] re-selected a different [redacted] French door refrigerator which is scheduled for delivery on 8/26/We sincerely apologize for any inconvenience [redacted] experienced as a result of the delay If we may be of further assistance, [redacted] may contact us at [redacted] Kind regards, Dyeisha W [redacted] Customer Relations
Thank you for the opportunity to respond to Mr [redacted] concerns regarding collection calls Mr [redacted] stated he has been receiving collection calls since June 10, 2015.We were unable to locate telephone number [redacted] provided by Mr*** in our system We have attempted to contact Mr [redacted] to see if he would like to provide an additional telephone number for further inquiry; however, we were unsuccessful If Mr [redacted] would like to provide any additional telephone numbers, we will be glad to investigate further Thank you, [redacted]
Thank you for the opportunity to respond to Mrs [redacted] ’s additional comments We researched Mrs [redacted] ’s complaint and found her issue has been addressed and resolved We show there was a scheduling conflict which delayed the process of picking up Mrs [redacted] ’s washer and dryer; however as of10/15/both units have been returned and a credit of $2,was processed to Mr [redacted] ***’s Conn’s account We sincerely apologize for any inconvenience Mr [redacted] & Mrs [redacted] experienced during this process If we may be of further assistance, Mrs [redacted] may contact our Customer Service at [redacted] .Kind regards,Jana A [redacted]
Thank you for the opportunity to respond to [redacted] additional commentsWe provided photos in our previous response showing how different lighting may alters the appearance of the furnitureWe have also confirmed that Conn’s does not offer this furniture set in a different color and the product [redacted] received is the same items found in store and listed on her invoiceAlthough Conn’s has a NO return/exchange policy on all furniture, we are willing to return the sofa and loveseat and issue a credit to her account in attempts to resolve this matter [redacted] may contact us directly at 1-866-765-to schedule a date for Conn’s delivery team to pick up the merchandiseOnce the items have been received we will process the credit to [redacted] accountKind 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 I received and read the response from Conn'sHowever, I disagree with many of their pointsI want their definition of being aggressiveI did not know that asking for the delivery drivers supervisors name and phone number was being aggressiveI told the team that if I had to do half the work, I wanted half of the installation fee returnedThis was the only reason that I wanted the informationThe delivery team then left without saying anything, which is very poor customer service on Conn's partIn fact, Conn's is turning this around making me look like I did something wrong after their employees told me the installation fee covered the removal of my dishwasher, installation of the new dishwasher, and then they would take the old unit off At this point, Conn's is being very slanderous in describing this whole episodeIn fact, this whole situation could have been avoided once I removed the old dish washer, the team just installed the new oneI could have spoken to the supervisor and worked something outMy next step if there is no resolution is to go to court and contact the mediaThis is now the second time Conn's has been libelous towards me Regards,