Alan J. Slobodnik, M.S.W.

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr [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, 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) He contacted us to report that the cover is missing and was never installed on his freezer and 2) He is requesting that we send a replacement cover Our investigation reveals that: 1) Mr [redacted] did not report any issue with his freezer at the time of delivery and 2) The cover is not included with this model Our records show on 7/2/16, Mr [redacted] purchased a [redacted] Freezer which comes with a 1-year limited manufacturer’s warrantyMr [redacted] ’s freezer was delivered and signed acknowledging the item was inspected and received in good order We researched Mr [redacted] ’s complaint and found that he contacted us on 6/21/stating that a piece from his freezer is missing that he did not notice at the time of deliveryMr [redacted] was informed to contact the manufacturer for better assistance Our records show we contacted Mr [redacted] on 7/3/and requested that he provide photos of his unitAfter further review of the photos provided by Mr [redacted] as well as the models displayed on our showroom floor, we were able to confirm that the cover he is stating as missing is not included with the product Although we are unable to honor Mr [redacted] ’s request to ship him a cover for the freezer, he may contact the manufacturer for further assistance Conn’s values Mr [redacted] as a customer and appreciates her for bringing this matter to our attention

Thank you for the opportunity to respond to Mrs [redacted] ’s complaintWe reached out to the delivery manager who stated they have made several attempts to contact Mrs [redacted] to deliver the additional slats however; they have been unsuccessfulMrs [redacted] may contact the delivery department in her area at 615-213-to schedule deliveryConn’s has agreed to honor Mrs [redacted] ’s request and issue a credit of $(delivery and assembly fee) to her accountWe ask to please allow 7-business days for the credit to reflect on her account balance If we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-Kind regards, Dyeisha W [redacted] Customer Relations

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr***’ 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: That his bedroom set is defective; and He wants the entire bedroom set replaced Our investigation reveals that: Mr [redacted] purchased was made October 2015, and he first contacted us regarding service on 8/02/for his (headboard and bed rails) on 8/11/he contacted us regarding his footboard, and he last contacted us on 8/15/regarding his (dresser, mirror, and nightstand) Mr [redacted] was approved for an exchange on 8/11/to replace his (headboard, footboard, and rails) On 8/23/17, service was rendered on his (dresser, mirror, and nightstand) it was found that all three pieces had bent/broken glides Mr***’ (dresser, mirror, and nightstand) do not qualify for an exchange Therefore, parts have been ordered and will be shipped to Mr***’ residence on 8/24/ Our records show on 10/24/15, Mr [redacted] purchased an Austin Group Hollywood king bedroom set that consisted of six pieces (headboard, footboard, rails, dresser, mirror, and nightstand) ALL with a 36-month Furnituregard Plan Mr***’ bedroom set was delivered on 10/27/as requested Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase Our Return & Exchange Policy 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 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 Mr***’ complaint and found that he contacted us 8/02/(22-months) after delivery regarding his Hollywood headboard and rails and later contacted us on 8/11/regarding his footboard Mr [redacted] stated the units were not connecting properly Conn’s values Mr [redacted] as a customer and appreciates him for bringing his concerns to our attention After reviewing his service history, we found that exchange was approved on 8/11/under the terms and conditions of his Furnituregard Plan to replace his headboard, footboard, and rails After further review, we found that Mr [redacted] contacted us again on 8/15/regarding his Hollywood dresser, mirror, and nightstand A service call was scheduled on 8/23/17, and during the inspection, the serviceman found that all three pieces had bent/broken glides Mr***’ dresser, mirror, and nightstand did not qualify for an exchange Therefore, the service contractor located the parts needed and shipped them directly to Mr***’ residence on 8/24/ The parts can be tracked by tracking number [redacted] via [redacted] At this time we are unable to honor Mr***’ complaint As mentioned above exchange was approved for Mr [redacted] to replace his headboard, footboard, and rails Mr [redacted] will need to visit his nearest Conn’s location to initiate his exchange Mr [redacted] has been contacted on 8/24/and advised the parts have been shipped He was informed that once the parts arrive, he will need to contact service at 1-866-266-to schedule an appointment to have repairs completedWe appreciate Mr [redacted] for bringing his concerns to our attention Sincerely, Conn’s Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11239191, and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, Even though I feel I don't owe this debt I am willing to pay the $to Conn's to be completely done with this As I've stated previously I never contacted Conn's regarding a payment extension or anything else, Conn's has of yet shown where the signed documents for the loan extension or even call recording or logs for this "loan extension" in which they themselves inserted into the file because it definitely was not requested by me I would like for Conn's to remove their account from my credit profile and I will agree to pay the remaining balance just so we can terminate this business relationship because I will never purchase anything else from there again

Thank you once again for the opportunity to respond to [redacted] ***'s concerns regarding a credit inquiry [redacted] provided verbal consent to process the credit application and provided all the information such as his name, address, social security number and driver's license information in order for Conn's to process the credit application Again we are unable to remove the credit inquiry because [redacted] authorized the credit application Thank you, Cheryle S [redacted]

Thank you for the opportunity to respond to Mr [redacted] s complaintOur records show on10/30/16, Mr [redacted] purchased the [redacted] Youth bedroom furniture which consists of five pieces (upper head/footboard, lower head/footboard, ladder rails, slats and trundle) which come with a 1-year limited manufacturer’s warrantyMr [redacted] elected to pickup his items from our warehouse located in Dallas, TX the same dayHowever; upon arrival the ladder rails were not available for immediate pickupMr [redacted] was advised that he would be contacted once the ladder rails became available for pickupWe show Mr [redacted] picked up his remaining items and signed his pickup slip acknowledging the items were received in good order Mr [redacted] has been contacted and we have addressed his concernsIf we may be of further assistance, Mr [redacted] may contact us at1-866-765- Kind regards, Dyeisha W [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 issueThe facts they are stating are incorrectAlso, I am not a manThe mattress was delivered on 10/to me damaged after I was told I was going to have a new one, different from the one they got at the warehouse on 10/After an additional day, I still got a damaged mattress and was told I would've given a discount (word they used) as well as a new mattress after days I am not interested in doing business with Conn's and want the mattress off my account completelyThe fact that they can't get their business in order is ridiculous Regards,

Thank you for the opportunity to respond to Mr***’s concerns regarding account [redacted] Mr [redacted] stated there were added charges on his account he was not aware of According to our records, Mr [redacted] signed a 36-month promissory note and security agreement on December 21, He agreed to have his minimum monthly payment of $due on the 21st of each month Mr [redacted] made one payment of $on February 9, 2017; however, his minimum monthly payment is $ Mr [redacted] stated he is also receiving collection calls When a payment is late, we routinely begin call attempts to the telephone numbers provided on the credit application, as a reminder to ensure payments will be made timelyIt is practice for our company to begin call attempts to assist consumers from falling behind on their accountMr [redacted] may pay in his local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments if it is more convenient for him, before the due dateAdditionally, if Mr***’s pay date has changed, he may benefit from requesting a change of his due date each monthWe ask that Mr [redacted] contact us if he would find this beneficial Mr [redacted] stated he was not aware of the insurance charge on his account Our records indicate, Mr [redacted] filled out his credit application through conns.com The approval email Mr [redacted] received instructed him to bring a valid ID, and proof of property insurance (renters or homeowners insurance policy) if applicable The email also states Customers are required to have property insurance covering the products they purchase from Conn’s and financed by Conn’s Customers have the Freedom to Choose; they can purchase Credit Property insurance offered by Conn’s OR provide proof of homeowners/renters insurance at the time of purchase while in our stores Due to this being a secured promissory note and security agreement, 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 dateMr [redacted] signed the Notice of Proposed Insurance page and the Freedom to choose page regarding the insuranceMr [redacted] may fax a copy of his homeowners’ or renter’s insurance declaration page to our insurance department at 855-593- We ask that he notate her Conn’s account number on the fax for faster processing Conn’s respectfully disagrees that Mr [redacted] did not receive a copy of his contract as it was emailed to the address on file on the day of his purchase We have included copies of his documents for his records We are unable to honor Mr***’s request to return he merchandise as it is outside of the return exchange period Conn’s values Mr [redacted] as a customer and appreciates him for bringing his concerns to our attention Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Mr [redacted] ’s complaintWe researched Mr [redacted] ’s complaint and found that his issue is being addressed directly with the service managerConn’s has agreed to order a new bottom door from the manufacturer due to the damages Once we received the parts, Mr [redacted] will be contacted to schedule a date of installationWe appreciate Mr [redacted] for bringing this matter to our attention and we sincerely apologize for any inconvenience experienced during this processIf we may be of further assistance, Mr [redacted] may contact us at 1-866-765- Kind regards, Dyeisha W [redacted]

Thank you for the opportunity to respond to Mr***' additional commentsAs mentioned in our previous response, based on the serviceman's report Mrs [redacted] was made aware that cracking and peeling is not covered under the terms and condition of the FurnitureGard Plan therefore; we are unable to render servicesMrs [redacted] has also been informed that soft spots on the furniture is not a defect but is a preference issue that is not covered under the warranty termsAgain, at this time we are unable to honor Mr***’ request to return or exchange his furniture The damage that was found on Mrs***’ sofa is not covered under the Terms and Conditions of the FurnitureGard PlanWe included a copy of the Terms and Conditions in our previous responseSincerely,Conn’s Inc

Thank you again for the opportunity to respond to Ms***’s concerns regarding account [redacted] Ms [redacted] stated she paid her account balance in full but Conn’s made her pay an extra payment.According to our records, Ms [redacted] signed a 32-month retail installment contract on July 5, This contract had a maturity date of March 5, Ms [redacted] agreed to have her minimum monthly payment due on the 19th of each month On August 6, 2014, Ms [redacted] requested a due date change to the 27th of each month We processed the due date change request Additionally, on February 2, 2016, Ms [redacted] requested a second due date change to the 1st of each monthWe processed that requestAlthough the due date changes that were requested were processed, the maturity date of the contract does not change Ms [redacted] made her final payment on March 8, and her account is now closed We have attached a copy of her signed retail installment contract and payment history for her records Ms [redacted] would not have needed to pay two payments in March if the due date had not been advanced on two separate occasions 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. ***’s additional comments. Our records show we mailed Mrs. [redacted] a copy of her general loan ledger on 8/25/15 to the address we have on file. We apologize if the information requested has not been received in a timely manner. We have attached a copy of Mrs. ***’s invoice showing the warranty has been cancelled for the [redacted] washer and dryer, [redacted] French Door refrigerator and [redacted] electric range. We have also attached a copy of Mr. ***’s Loan Ledger which show we processed the following credits: $639.38 (warranty returned), $100 (price concession in lieu of gift card), and $166.86 (finance charge recalculation); no additional credit is due. Again, we sincerely apologize for any inconvenience Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252. Kind regards, Dyeisha W [redacted] Customer Relations

Thank you for the opportunity to respond to Mr. [redacted] ’ complaint. Our records show on 8/29/15, Mr. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 24-month Repair Service Agreement Plan. Mr. [redacted] ’ merchandise was delivered and received in good order on 8/31/15. We... researched Mr. [redacted] ’ complaint and found he contacted Conn’s warehouse on 9/2/15 and stated his dryer is making a loud noise. Conn’s delivery team went back to Mr. [redacted] ’ residence on 9/7/15 to assess the unit and found there was a functional failure therefore; the dryer was approved for an exchange. Our delivery team re-delivered and installed Mr. [redacted] a new dryer on 9/15/15; no issue was reported with the new dryer upon delivery. Our records show on 9/21/15, Mr. [redacted] contacted our service department stating the dryer light would not turn on and the cycle is not filling on the washer. A service appointment was scheduled for 9/24/15; during inspection the technician found the washer was functioning properly and notated Mrs. [redacted] ’ concerns was that the timer pointer is off by 1/8”. The technician also found the dryer with a bad light bulb and offered to replace the bulb however; Mrs. [redacted] refused service and requested an exchange therefore; both service orders were cancelled. Mrs. [redacted] was notified that the washer and dryer did not meet the qualifications for an exchange at the time. We show on 9/29/15; a new work order was created for both the washer and dryer regarding the same issue. A service appointment was scheduled for 9/30/15; the technician reported the washer is operating correctly and advised Mrs. [redacted] that her complaint regarding the timer is normal. After receiving Mrs. [redacted] ’ complaint, they were contacted by our service manager and another service call was set-up to reassess. Conn’s offered to replace the console on the washer so the dial would be closer and replaced the light bulb on the dryer. We show as of 10/20/15, the console and the light bulb have been replaced. We have included supporting documents with our response. If we may be of further assistance, Mr. [redacted] may contact Customer Service at 1-877-358-1252. Kind regards, Dyeisha W [redacted] Read More Customer Complaints: 473 474 475 > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: false }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. Sent: Sunday, January 17, 2016 3:01 PM Subject: Re: You have a New Message from BBB Regarding... Complaint # [redacted] Dear [redacted] : This message is in regard to your complaint submitted on 12/28/2015 against Conns Appliance, Inc.. Your complaint was assigned ID [redacted] . You recently filed a complaint on the above mentioned company. The last we heard from you the issue was not resolved. Please provide us with an update and advised which items (if any) remain unresolved. Please complete and return it as soon as possible. Are the issues resolved? No If no, what issues remain outstanding? No one has tried to reach out to me concerning a replacement mattress, but I'm sure they will be calling for a payment very soon. Did you ever file your case through the court system? No I have no filed a case through the courts. Signature: [redacted] Date: January 17, 2016

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns 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 Mr.***’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 her purchase by calling our Customer Service helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr. [redacted] stated in her complaint that: he paid his account balance in full; the account did not close; and he would like the account closed. Our investigation reveals that: Mr. [redacted] paid his account balance in full on August 9, 2017; due to the kind of account, it can take 30-60 days for the account to reflect as closed; and once Mr. ***’s accounts close, he will receive a close-out letter in the mail. According to our records, Mr. [redacted] paid his account balance in full on August 9, 2017. Due to the type of account, it can take 30-60 days for the account to reflect as closed. Mr.***’s accounts are in the process of being. Once the accounts close, Mr. [redacted] will receive a paid in full letter in the mail. Conn’s values Mr. [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter.

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

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 was promised a refund and a new washing machineThe washing machine was because the one they sold me brokeTHe reason for the refund on the service agreement is because they took a month and a half to respond That is horrible as far as service is concerned and therefore I would like a refund on the service agreementI was promised a refund from the coorporate office and now they are not honoring another one of their promisesI will not be saticifed until I recieve me refund Regards, Mrs***

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, To date I have paid which included an additional that was outlined I have paid the balance in full that was indicated on my online profile To date after speaking with management and know the person over this response, we are still unaware of why there are additional charges The balance has been paid in full Why is there an additional amount owed? What are the charges for? The total purchase was After the fee, the total cost was Why is the balance and payoff different? If Conn's still cannot provide a reason for charging an additional amount outside of what their online system showed as the balance, we are requesting those fees be removed as the balance has been paid in full

Thank you for the opportunity to respond to Mrs [redacted] ’s complaintWe researched Mrs [redacted] ’s complaint and found that her issue is listed under a different customer’s accountAlthough we are unable to discuss any account with Mrs [redacted] , we will mail the account holder our response regarding this matter to the address we have listed on fileIf we may be of further assistance, Mrs [redacted] may have the account holder contact us at1-866-765-Kind regards, Dyeisha W [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, The Purchase itself was not in my name as I stated, It is under [redacted] I paid for the installPlease search and you will findWe made our first payment yesterday [redacted] made it as I REFUSE to go in the store.Thank you for your help.Regards, ***