Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mr. [redacted] complaint. We contacted the store manager where Mr. [redacted] attempted to make his purchase and was advised that Mr. [redacted] came into the store on 7/11/15 to purchase a television. Mr. [redacted] expressed his interest in purchasing a 75”...

Samsung Smart TV model (UN75J6300) which was advertised at Conn’s for $2399.99. Mr. [redacted] attempted to take advantage of Conn’s Price Guarantee for the television which he stated was advertised at [redacted] for $2299.99. However; we were unable to honor the price due to the television was not listed in the competitors weekly printed ad. Please see Conn’s Price Guarantee Policy: If you find the same item advertised in the weekly print ad at an established retailer (excluding Internet-only competitors) within 30 days of your purchase, we’ll match it. In regards to the floor model television, the store manager stated he advised Mr. [redacted] that he would verify with the buyers if the price could be adjusted. When Mr. [redacted] returned to the store the following day (7/12/15) he was informed that we were unable to reduce the price for the television due to the unit was already reduced to the lowest price. We show Mr. [redacted] contacted our Customer Service department the same day 7/12/15, to express his dissatisfaction regarding both the floor model television and the 75" Samsung he originally wanted to purchase. Mr. [redacted] was offered and accepted $100 gift card to be used towards the purchase of any item. Mr. [redacted] contacted our Customer Service department via email on 7/18/15 stating he went to the store to try an purchase the 75” Samsung Smart TV but it is no longer on sale and wanted the original sales price honor. Mr. [redacted] was advised that we are unable to honor the price if the television was not purchased when advertised for the sales price. Conn’s has been in contact with Mr. [redacted] on numerous occasions via email and phone regarding this matter. On 8/2/15, the store manager contacted Mr. [redacted] and advised him that the 75” Samsung was on sale this week for $2299.99. If Mr. [redacted] is still interested in purchasing the television, he may visit his nearest Conn’s location. Please be advised this sale will end on8/8/15; we will not honor the sales price once the offer expires.  If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at 1-877-358-1252. Kind regards,  Dyeisha W[redacted]Customer Relations

Thank you for the
opportunity to respond to [redacted] complaint. Our records show on 3/1/14,
[redacted] purchased a [redacted] 75” [redacted] TV and elected to purchase a 25-month
Repair Service Agreement with Accidental Coverage.
 
We reviewed [redacted]
complaint and found she has only...

had one service call with Conn’s. On 8/21/14,
[redacted] contacted our service department stating there were vertical lines
on her television screen however; the picture and audio was working. A service
appointment was scheduled on 8/25/15; during the inspection the technician
found a new panel was needed to complete repairs. Once the part arrived, the
technician installed the new panel and reported the television was functioning
properly.
                   
Upon further research we
found on 6/1/15, [redacted] RSA/Accidental Coverage was voided due to her
account status with Conn’s as listed under the Terms and Conditions. Mrs.
Leake’s television is also no longer covered under the Terms and Conditions of
the 1-year limited manufacturer’s warranty which expired on 3/1/15. We show on
7/2/15, [redacted] contacted our service department for repairs on her
television. However; she was advised she will be responsible for any service
fees due to the unit no longer had coverage under the manufacturer’s warranty
or RSA/Accidental Plan.
 
At this time we are unable
to honor [redacted] request; her RSA/Accidental Plan was voided as listed
under the Terms and Conditions Number
(6) Cancellation: non-payment.
 
If
we may be of further assistance, [redacted] may contact our customer service
department at [redacted].Kind regards,Dyeshia W[redacted]










7/31/2015






Complaint

We purchased a television from Conn's Home Plus in June of 2014. At the time of purchase we signed up for the extended warranty. In April of 2015 we started having issues with the TV we purchased from Conn's and we called the company to see what needed to happen to get the TV fixed or replaced....

Because we had not yet reached a year from the purchase date, our issue with the TV fell under the manufacturer's warranty. After many issues with Conn's regarding the exchange, we received a new TV and opted to not continue the extended warranty through Conn's. Because we did not extend the warranty, we were promised a refund of $289.74. The manager of the [redacted] store emailed the corporate office to get the refund started and on June 9th I called the customer service number to see how long it would take to receive the refund. I was told that I should allow 14 business days to receive the refund. On June 29th (14 business days from June 9th) I called Conn's customer service to inform them that I had not yet received the refund. I was told that they would need to contact the accounting department and to expect a call in 72 hours. On Wednesday July 1st I called Conn's again because I had not received a response from them. I was told that the check had been issued and sent out on June 23rd. As of today, July 6th, I still have not received the refund. I called Conn's once again and they stated that no check had been issued on June 23rd and that there was a question as to whether or not we were still due the refund. Since the refund has been approved and a receipt was received stating that it is ours, I'm not sure what the question is. Since we have had numerous problems with Conn's I figure filing a complaint is the only solution. I am concerned that we will not receive our refund.







Desired Resolution

I would like to receive our promised refund of $289.74.

Consumer Business Dialog

Thank you for the opportunity to respond to [redacted] complaint.  We researched [redacted] complaint and found his issue has been addressed and resolved.  Our records indicate [redacted] received a new ** 4-door French refrigerator on 7/02/16 in good order.  We also show [redacted]...

[redacted] was contacted on 7/23/16; during the conversation [redacted] informed the representative that his previous delivery issue had been resolved.  Again, we sincerely apologize to [redacted] for any inconvenience he experienced during this process. If we may be of further assistance, [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana [redacted]Customer Relations

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.]
This is a quote for a previous email sent my you "  All call attempts are noted on the account with a date and time stamp.  Our records indicate the last call attempt on July 10, 2015 was placed to Mr. [redacted] at 8:52pm Eastern Standard Time.  Mrs. [redacted] returned the call and spoke with an agent at 9:54pm Eastern Standard Time."  When I proved to you that this was not true you are saying you are investigating. Yes it is harassing someone when you call them at almost 10 pm at night as a matter of fact it is against the law. The payment was made well before that call was placed also. You need to admit what you did was wrong and you need to make some sort of amends because you BROKE THE LAW!!! This going back an forth with you is getting old and if it takes calling the Corp offices and going higher then that is what I will do or if it takes filing a report with the government agencies that govern this sort of thing then I will go that route. I am not the one in the wrong here and if you think I will let this go then you are wrong. I have been a good customer with your company but I will never shop with your company again. When I am in the wrong I admit it. It's apparent your company can not do the same. You wake someone up in the middle of the night and you just want to brush them off and let it go with a "We are investigating it" there is no investigating it. You have the records I have the records now do whats right..  My next course of action will be with the governing bodies because I am tired of the brush offs. 
Regards,
[redacted]

Thank you again for the opportunity to respond to Mr. [redacted]'s concerns regarding his account.  We were unable to validate the payment confirmation numbers provided by Mr. [redacted].  We also conferenced Mrs. [redacted] and the financial institution to confirm the payments.  The financial institution was unable to locate the transactions in question and could not confirm that they cleared the account.  We would be happy to research this matter further; however, we will need the financial institution to forward bank statements confirming the payments in order to proceed.  Again, we value Mr. [redacted] as a customer and appreciate him for bringing his concerns to our attention.    Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to Ms.
[redacted]’s concerns regarding account [redacted]. 
Ms. [redacted] stated she made a payment on the account more than two weeks
ago; however, she continues to receive collection calls. 
 
According to our records, Ms. [redacted] posted...

a
payment to account [redacted] on July 17, 2015; however, the last payment
received on account [redacted] was June 23, 2015. 
 
When a payment is late, we routinely
begin call attempts as a reminder to ensure payments will be made
timely.  It is a normal practice for our company to begin call attempts
the first day the payment is late to assist consumers from falling behind on
their account.  You may pay on-line, in your local Conn's store, by mail,
or over the phone if it is more convenient for you, before the due date. 
Additionally, if your pay date has changed, you may benefit from requesting a
change of your due date each month.  We ask that you contact us if you
would find this beneficial.   Please note the account must be brought
current before we can adjust the due date according to Conn’s policy.   
 
Ms. [redacted] stated she had already made the payment.  If Ms. [redacted] would like to provide proof of
payment we will be glad to investigate further. 
 
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 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.   Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  As listed in Mr. [redacted]’s last response that was received on 10/23/17; an exchange was approved under the Terms and Conditions of his manufacturer’s warranty which covers the replacement/exchange of a product and not a refund.  Our records indicate Mr. [redacted]’s exchange notes were keyed on 10/09/17 which instructed him to re-select a new refrigerator up to the original amount he paid which was $1,599.97.    After further review we found that Mr. [redacted] contacted us via email in November 2017; stating that he was unable to find a refrigerator up to his expectations.  Mr. [redacted] was advised that he had the option to exchange his refrigerator for the same exact model or revisit his local Conn’s to reselect.  Mr. [redacted] was made aware that we were unable to issue a refund.  Mr. [redacted] did not purchase additional warranty coverage through Conn’s HomePlus to review other options for a refund.   Again, at this time we are unable to honor Mr. [redacted]’s request for a refund.  Mr. [redacted]’s exchange was processed under the Terms and Conditions of his manufacturer’s warranty; which covers the replacement/exchange of a product and not a refund.  Mr. [redacted]’s exchange is still valid; he will need to visit his local Conn’s to reselect and schedule delivery.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.     Sincerely, Customer Relations Conn’s  Inc.

Thank you for
the opportunity to respond to [redacted]’ concerns regarding account
#[redacted].  [redacted] stated she has
made multiple attempts to schedule her payment, but the payment has failed due
to Conn’s entering the wrong payment information.  She would like to be...

reimbursed for the
overdraft fees she has received from her bank.
 
According to
our records and recorded calls, [redacted] made several attempts to schedule a
payment for $62.47 for extensions to bring her account current; however, the
attempts to process the payment failed due to NSF.  Since [redacted] authorized the payments we
are unable to refund the NSF fees she has assessed due to the payment
attempts.  [redacted] also stated she
was informed that she would be able to take advantage of the [redacted]
insurance she purchased with her account. 
[redacted] requested the paperwork so she could file a claim with the
insurance company.  We complied with that
request; however, Conn’s cannot determine if a claim will be paid by the
insurance company.  When requested, the
necessary documentation mailed to the customer in order for them to file the
claim.  That completed information is
forwarded to the insurance company for review. 
The insurance company determines if a customer’s claim will qualify or be
rejected. 
 
We value [redacted] as a customer and appreciate her bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted] 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: She had a service technician come out on 11/2/2017 who stated that he could not get parts to repair her washer but she has not been able to get assistance from us; andShe is requesting repairs on her washer or an exchange.  Our investigation reveals that:            Ms. [redacted] service inspection was scheduled on 11/2/17 and she was informed that we needed to wait until we received the technician’s report to determine what further actions are required on the washer; andMs. [redacted] washer was approved for an exchange.   Our records show on 9/2/16, Ms. [redacted] purchased a [redacted] washer and dryer and elected to purchase a 36-month Repair Service Agreement Plan.   We researched Ms. [redacted] complaint and found that she contacted our service department on 10/24/17 stating her washer will not start. A service inspection was scheduled with a 3rd party service technician due to Ms. [redacted] service area for 11/2/17. Our records show Ms. [redacted] contacted us on 11/6/17 stating she has not heard back from the technician regarding her washer. After several failed attempts to get an update regarding the repair needs for Ms. [redacted] washer, we agreed to issue an exchange due to the repair delay.   Our records show Ms. [redacted] initiated her approved exchange on 11/24/17 and is currently scheduled to have her new washer delivered on 12/1/17 as requested. We sincerely apologize for any inconvenience Ms. [redacted] experienced as a result of the service delay.   Conn’s values Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention. Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. On 9/11/15, we spoke to Mrs. [redacted] and their issue has been addressed. Mrs. [redacted] is aware they would need to return the chair to their local Conn’s to initiate the refund to Mr. [redacted]’s GE account. We sincerely apologize for...

any inconvenience Mr. and Mrs. [redacted] experienced during this process. If we may be of further assistance, Mr. [redacted] may contact Customer Service at [redacted].Kind regards,Dyeisha W[redacted]Customer Relations

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [redacted]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding...

questions by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Mr. [redacted] has stated in the complaint: 1)       That he was provided false information regarding his bed rails and did not receive what he ordered; 2)       He has been getting the runaround; and 3)       He is requesting to return his merchandise for a full refund and void contract.   Our investigation reveals that: 1)    Mr. [redacted] signed his contract and invoice acknowledging that was made aware he was purchasing a twin/full frame and queen/king bed rails; 2)    We have remained in contact with Mr. [redacted] regarding his concerns; and 3)    We have a no return/exchange on all furniture and are unable to honor Mr. [redacted]’s request for a refund or void contract.     Our records show on 3/6/17, Mr. [redacted] elected to purchase a Twin/Full frame and [redacted] Queen/King bed rails which comes with a 1-year limited manufacturer’s warranty. We show Mr. [redacted]’s items were delivered in good order on 3/8/17. As requested, the items were left in the box to be assembled by someone other than Conn’s.   We researched Mr. [redacted]’s complaint and found that he contacted our Customer Service Department on 5/12/17 (2 month after delivery) stating that he purchased a mattress and boxspring to go on his bed frame however; the bed frame does not have a center support that he needs and requested to return the item. Mr. [redacted] was reminded that we have a no return or exchange policy on all furniture and was informed that he could add additional support as needed.   Our records show Mr. [redacted] later contacted our service department on 6/13/17 stating the [redacted] rails cracked and split from the hook. A service appointment was scheduled for 7/8/17. During the inspection the serviceman found the rails were broken beyond repair therefore; an exchange was approved. We show Mr. [redacted]’s new rails were delivered on 7/14/17.  The delivery team assembled the rails however; they notated his boxspring did not fit the rails.   At this time we are unable to honor Mr. [redacted]’s request to return his rails for a refund and void his contract. Mr. [redacted] signed his invoice, contract and delivery receipt acknowledging that he was aware of the items purchased and they were received in good order. Mr. [redacted] did not purchase his mattress and boxspring from Conn’s and was in possession of his items for 2 months before contacting us to report any issues.   Conn’s value Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [redacted]’s concerns. We have more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record.  As a reminder, Mrs. [redacted] may contact Conn’s regarding...

questions about your purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com.    Mrs. [redacted] has stated in his complaint: 1.     She was not informed that her replacement television did not have coverage for cracked screens; and 2.     She is requesting an exchange on the television since she was not informed of warranty changes.   Our investigation reveals that: Mrs. [redacted] signed her invoice acknowledging that she was aware and understood of the coverage associated with the product. We also provide the terms and condition of the warranty on our website at; http://www.conns.com/repair-service-agreement/We are unable to honor Mrs. [redacted]’s request.     We researched Mrs. [redacted]’s request and found that she initiated an exchange on her television on 12/13/17. Mrs. [redacted] re-selected a [redacted] 43” 4K TV and elected to purchase a 48-month Repair Service Agreement Plan. Mrs. [redacted] picked up her television from her local Conn’ s that same day in good condition.   Our records show Mrs. [redacted] contacted our service department on 3/20/18 stating her television is cracked. Mrs. [redacted] was informed that the warranty does not cover accidental damages. Therefore, we are unable to repair the unit.   At this time we are unable to honor Mrs. [redacted]’s request to exchange her television. Mrs. [redacted] has been made aware that the warranty does not coverage cracked screens. However; Mrs. [redacted] may contact our service department at 1-855-266-6349 to get an estimated cost of repair for an out-of-pocket expense.   We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.     Conn’s values Mrs. [redacted] as a customer and appreciate her for bringing his concerns to our attention.    Sincerely,   Customer Relations Conn’s Inc.

Thank you for the opportunity to respond to [redacted] concerns
regarding account #[redacted].   [redacted] stated his account was supposed to
be financed using the 12-month no-interest financing promotion.  
  According to our records, [redacted]
signed a 32-month...

retail installment contract on June 28, 2014.  
Although the product purchased may have qualified for the 12-month no-interest
financing promotion, [redacted] credit did not qualify for the 12-month
no-interest financing promotion.   We are unable to honor [redacted] request
to remove the interest from the account.    
We have attached a copy of [redacted] retail installment
contract for his records.     We value Mr.
Wheelock as a customer and appreciate him bringing his concerns to our
attention.   Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s additional comments.  As stated in Mr. [redacted]’s original response; he contacted us on three separate occasions regarding his washer dated 10/16/17, 11/19/17, and 12/28/17.  However, two out of the three service calls were completed.  During his third service call with Conn’s, Mr. [redacted] refused service and indicated that he would contact the manufacturer for further assistance.  As mentioned Mr. [redacted]’s washer does not meet the qualifications for an exchange.  Therefore, we are unable to honor Mr. [redacted]’s request.  If service is still needed Mr. [redacted] may contact our service department at 1-855-266-6349 to schedule an appointment.    Conn’s values Mr. [redacted] as our customers and appreciates him for bringing this matter to our attention.   Sincerely,   Customer Relations Conn’s Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  The gift card is a fair offer.  I never got any phone call requesting delivery confirmation and offered to show them my phone.  When someone makes it crystal clear that a delivery is expected next day maybe conns needs to step outside their outdated delivery protocol

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted]1730.  Ms. [redacted] stated she returned some items from her invoice and she would like the interest recalculated.    According to our records, Ms. [redacted] signed a 30-month retail installment...

contract on October 1, 2016.  She returned merchandise from the invoice receiving a credit of $597.77.  This amount included $559.97 for the product and $37.80 for the applicable taxes.    We are in the process of doing an interest recalculation on Ms. [redacted]’s account.  We ask that Ms. [redacted] please allow 10-14 business days for the recalculation to process.    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 was told by the collection manager that they would reinstate my cash option if I paid the remaining 200 some balance and I did, and now your stating that you will not honor that. Your customer service practices are a disgrace. You are welcome for my past business and I will never use your company again. Have a nice day 
[Provide details of why you are not satisfied with this resolution.]
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
Sent: Friday, March 18, 2016 6:41 PM Subject: id# [redacted]...

[redacted]I purchased furniture from Conn's Home plus 5/2015. At the time of purchase I was told I had Interest free for one year. I was told I had to sign a contract w the Interest charges reflected on it. I didn't want to sign and I was assured by the salesman that was how they did it at Conn's. Now I want to pay it off before Interest charges hit to find out that I was never given Interest free for one year. I have been getting the run around from one store manager to another. Customer service was supposed to submit a form to the coir operate office. I called back 8 days later to find out it was never done. Girl from CS stated that I hung up on her so she didn't know what action I wanted taken. When the call ended she told me I'll submit the form and I said okay, I will call back in 3 days. The salesman I dealt with his name is Steven J. The manager I've dealt with is Jose. Jose told me that it was my fault that I sat down like an adult and signed paperwork. After I tried to explain his sales person took advantage of me obviously. CS told me had my purchase been over 6000 they may have been able to help me. Well my items were over $6000 until they screwed up the initial deliver by Steven j. The salesman ordering me the wrong box spring. So they removed $216.00 off my total.  These seem to be common practices from what I've read on different review sites. They really need to be stopped. I guess from everyone I talk to says there's nothing I can do. So this company can act like [redacted] and steal from unsuspecting ppl all day long. [redacted] And from the Revdex.com I get a question asking for the contract w no Interest charges. Of which I don't have because Steven J was so nice to explain that wasn't how they did it at Conn's. The reason being because if you don't pay the total due Interest charges start so they need to have the contract signed w Interest charges just in case.  [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on1/31/17, Mrs. [redacted] purchased a ** washer and dryer and elected to purchase a 48-month Repair Service Agreement Plan. We researched Mrs. [redacted]’s service history and found that she contacted our service...

department on 3/29/17 stating water was coming from the bottom of her washer. We show a service appointment was originally scheduled for 4/11/17 however; the appointment was re-scheduled for 4/15/17. The technician reported upon inspection the unit was not leaking and functioning correctly. However; Mrs. [redacted] stated that shortly after the technician left her residence, the unit began to leak again. Mrs. [redacted] has been in contacted with the service manager who offered to re-assess the unit on 4/18/17 however; Mrs. [redacted] requested 4/22/17. Once the unit has been re-assessed we can determine what further action may be required. If we may be of further assistance, Mrs. [redacted] also contact our Customer Service Department at 1-877-358-125  Kind regards, Dyeisha [redacted]

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding her
account.  Ms. [redacted] stated she was
supposed to have no-interest financing for a year, and she was not aware she
had insurance on her account.  She would
like the interest and the insurance removed...

from the account.
 
According to
our records, Ms. [redacted] signed a 30-month retail installment contract on July
22, 2015. This contract included our 12-month no-interest financing promotion
(“Cash-option.”)  The “Same as Cash”
credit offer is withdrawn on a date being the earlier of  the failure to make required minimum payments
within 10 days of the scheduled due date or twelve months from the date of
purchase. The “Cash-option was void due to payments not being made timely on
the account. 
 
Ms. [redacted] stated
she sent extra money and not just her minimum monthly payment.  Ms. [redacted] made payments that exceeded her
minimum monthly payment due in August, September, October and November of
2014.  In December of 2014, Ms. [redacted]
made the minimum monthly payment of $82.47. 
We did not receive any additional payments on the account until May
2015.  The amount Ms. [redacted] paid over
her minimum monthly payments for the four months put the account in a paid
ahead status which brought the account current until April 27, 2015. 
 
Ms. [redacted]
also stated she was not aware she had insurance on the account and would like
it removed.    This contract includes
property insurance.  Due to this being a
secured retail installment contract, the merchandise must be insured until the
account 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]’s signed the
General information page and the Freedom to choose page regarding the
insurance.  If Ms. [redacted] would like to
remove the property insurance from the account, she may fax or email a copy of
her homeowner’s or renter’s insurance declaration page.  We ask that she note the account number on
the document to prevent processing delays. 
 
We have
included a copy of Ms. [redacted]’s payment history, signed retail installment
contract, “cash-option” acknowledgement page, Freedom to choose page and
general information page regarding the property insurance for her records.  We are unable to honor Ms. [redacted]’s request
to reinstate the “cash-option”; however, she may receive credit for the
property insurance once she submits her declaration page. 
 
We value Ms.
[redacted] as a customer and appreciate her for bringing her concerns to our
attention.  Thank you,Cheryle S[redacted]