Alan J. Slobodnik, M.S.W.

Thank you for
the opportunity to respond to [redacted] concerns regarding a credit
application.  [redacted] stated he would
like the credit inquiry removed from his credit report because he did not give
permission for Conn’s to process the credit application.
 
According...

to
our records, [redacted] applied for credit on October 8, 2015.  We are unable to process credit requests or
tell a potential customer exactly what they will qualify for without imputing
their personal information.  [redacted]
would have needed to provide that information in order for us to proceed with
the application. 
 
We are unable
to determine what additional information will be needed to approve the
application without the initial credit inquiry. Although [redacted] opted to
cancel the credit application because he did not wish to provide additional proof
of residency, the credit inquiry had already been processed We are obligated to
report factual information to the credit bureaus and are unable to remove the
credit inquiry authorized by [redacted]. 
 
We value [redacted] and appreciate him for bringing his concerns to our attention.  Thank you,Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, 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)       The range was delivered damaged; 2)       He contacted us to report issue with range, and the serviceman confirmed the unit was damaged; 3)       He was advised he had to pay $93 to pickup unit; and 4)       He is requesting to return the range for a full refund.                    Our investigation reveals that: 1)    Mrs. [redacted] range was delivered and signed acknowledging the item was received in good order; 2)    The delivery team returned to level the range, however; no damages were reported; 3)    Mr. [redacted] declined to have the range inspected by a technician and was informed that he would be required to pay a 15% restocking fee to return the unit; and 4)    We have agreed to return the [redacted] range.     Our records show on 6/24/17, Mrs. [redacted] purchased a [redacted] electric range which comes with a 1-year limited manufacturer’s warranty. Mrs. [redacted]’ range was delivered and signed acknowledging the item was received in good order on 6/26/17.   We researched Mr. [redacted]’ complaint and found that they contacted our delivery department stating the range was not leveled. Our delivery team returned to Mr. [redacted]’ residence the following day (6/27/17) and properly leveled the range.   Our records show Mrs. [redacted] contacted delivery again that same evening stating that the top of the range was hot when the oven was being used, and smoke was coming out. We attempted to schedule a service technician out to assess the unit, however; Mrs. [redacted] declined and requested to return the unit. Mrs. [redacted] has been informed that an inspection would be needed to waive the restocking fee.   We have received Mr. [redacted] credit card dispute and agreed to allow him to return the range.  We attempted to contact Mr. [redacted] to schedule our delivery team to pick up his range however we were unable to reach him at the time.  Mr. [redacted] may contact us at 1-866-765-1513.    Conn’s values Mr. [redacted] as a customer and appreciates him for bringing this matter to our attention.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  The resolution of the credit to my account is great but the copies of documents were not attached.  In addition, one of the major points I'd like to address is that the staff will need to be trained.  We have made multiple purchases in the past and I'm sure paid for this insurance and not ONE TIME has this ever been discussed.  I would like to ensure this is made public and the staff trained to discuss with consumers because they are unaware.  I felt this was a deceptive practice.  Also, the email was sent on July 11th, 2015 and still had not been processed until this complaint was filed.   I appreciate the response and the credit which is wonderful but as stated above, the staff will need to be trained to discuss with consumers as this would be a deceptive practice. 
Regards,

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: 1)       She contacted us for service on her refrigerator and parts were replaced, however; the unit is still not working; 2)       She was informed that the warranty purchased with Conn's is a manufacturer through [redacted];  3)       She has been getting the runaround regarding her refrigerator; 4)       She is requesting to return or exchange the refrigerator.   Our investigation reveals that: 1)    After parts were replaced on Ms. [redacted]’ refrigerator she later contacted us stating the unit is still having issues; 2)    Ms. [redacted]’ refrigerator is currently covered under the 1-year limited manufacturer’s warranty and runs concurrently with Conn’s RSA Plan; 3)    We have remained in contact with Ms. [redacted] regarding the repair needs for her refrigerator; and 4)    Ms. [redacted]’ refrigerator has been approved for an exchange   Our records show on 4/21/17, Ms. [redacted] purchased a [redacted] side-by-side refrigerator and elected to purchase a 48-month Repair Service Agreement Plan.   We researched Ms. [redacted]’ complaint and found that she contacted our service department on 7/1/17 stating that her refrigerator was not cooling. A service appointment was scheduled for 7/3/17. During the inspection, the technician found parts were needed to complete the repairs. Once we received the parts, Ms. [redacted] was scheduled for installation on 7/13/17. The technician reported he replaced the compressor, PCB inverter, main PCB ASM and drier to complete the repairs.   Our records show Ms. [redacted] contacted us again on 7/24/17 stating the refrigerator is not cooling again. A service appointment was scheduled for 7/27/17. During the inspection, the technician additional parts were needed. We show on 7/28/17; the technician submitted a request to the manufacture for an exchange on the refrigerator. However; the request was denied, and the technician was advised to continue with repairs on the unit. Our records show a new service appointment was scheduled for 8/4/17 to re-assess the unit and determine what parts were needed to continue with the repairs. The technician reported that the unit was non-repairable and submitted another request to the manufacture for an exchange.   Although we have not received an approved exchange from the manufacturer, we have agreed to issue an exchange on the refrigerator due to the unit being non-repairable. Ms. [redacted] has been contacted and her new refrigerator was delivered on 8/16/17. We sincerely apologize for any inconvenience Ms. [redacted] experienced as a result of the delay.   Conn’s value Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated her name
was spelled incorrectly on her account and she would like it corrected. 
According to
our records, Ms. [redacted] signed a 34-month retail...

installment contract on
November 27, 2015.  That contract had her
first name spelled [redacted] instead of [redacted].  On January 5, 2016 Ms. [redacted] contacted us regarding
the error and a name correction request was processed.  As of January 14, 2016 the correction has
been processed and the spelling of Ms. [redacted]’s name has been corrected.  Ms. [redacted] will receive a new payment
booklet in the mail with the correct spelling within 10-14 business days.  We have attached a copy of her payment
history as verification that the corrections have been made.
Conn’s values
Ms. [redacted] as a customer and we apologize for any inconvenience she may have
experienced due to this matter.  Thank you,Cheryle [redacted]

Again my couch cushions are sinking. Yes it was repaired and STILL sinking. I want this fixed or a refund. I am prepared to go to the media with my complaint. It very sad that this company is treating me this way. Definitely never shopping you again.

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 contacted us for repairs on his television and requested an exchange but was denied; 2.        He contacted us a day after the repairs were completed regarding the same issue; 3.        That he provided his personal insurance but Conn’s insurance has not been removed from account; and 4.        He is requesting an exchange for his television.       Our investigation reveals that: 1.        Mr. [redacted] was informed that his television did not meet the qualification for an exchange under the Terms and Conditions of the manufacturer’s warranty and we will continue with repairs; 2.        Mr. [redacted] was instructed to contact the manufacture directly for further repair needs; 3.        We have not received Mr. [redacted]’s request to cancel Conn’s Optional Insurance 4.        We are unable to honor Mr. [redacted]’s request for an exchange at this time.     Our records show on 6/11/17, Mr. [redacted] purchased a 65’ [redacted] TV which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] did not elect to purchase additional warranty coverage with Conn’s.   After researching Mr. [redacted]’s complaint we found that he contacted our service department on 8/8/17 stating that his television has a green line going down the left side of the screen. A service appointment was scheduled for 8/10/17. During the inspection the technician found a new panel was needed to complete repairs. Our records show the manufacturer approved the part order to continue with repair needs. Once we received the part from the manufacturer, Mr. [redacted] was scheduled for installation on 8/24/17. The technician reported that he installed the new panel to complete the repairs.   Our records show Mr. [redacted] contacted our service department again on 9/1/17 stating that he is having the same issue with his television. Mr. [redacted] was instructed to contact the manufacturer directly to schedule further repair needs. We contacted the manufacturer on Mr. [redacted]’s behalf but were informed that he has not contacted them to regarding any service needs on his television.   We attempted to contact Mr. [redacted] after receiving his complaint to discuss this matter and schedule an appointment to reassess his needs but was unable to reach him.  If Mr. [redacted] is still in need of service, he may contact us at 1-855-266-6349.   Conn’s values Mr. [redacted] as a customer and appreciated him 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 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, Ms. [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.    Ms. [redacted] has stated in the complaint: That she canceled her warranty and was told she would receive a check refund, but she still has not received a refund; andShe is requesting to receive a full refund for the warranty or credit to her account.   Our investigation reveals that: Ms. [redacted] has been informed on several occasion that we are unable to issue a check refund. Ms. [redacted]’s warranty was canceled as requested to receive a pro-rated refund of $138.08; no further credit is due.     Our records show on 7/3/17, Ms. [redacted] purchased a [redacted] Side-by-Side refrigerator and elected to purchase a 24-month Repair Service Agreement Plan.   After researching Ms. [redacted]’s complaint, we found that she requested to cancel the Repair Service Agreement Plan in October of 2017. Ms. [redacted]’s warranty was canceled, and we submitted a refund request for the pro-rated amount of $138.08 as listed under the terms and conditions. At the time of purchase, Ms. [redacted] elected to pay using her Visa card, therefore; the refund would need to be processed back on the card during the initial transaction.   Our records show Ms. [redacted] contacted our customer service department on 2/13/18 stating that she never received her refund back on her card and requested to receive a check due to the card was stolen. Ms. [redacted] was made aware that although we are unable to issue a refund check per our policy, she could dispute the amount with her bank and we could process the refund directly to her bank.   At this time we are unable to honor Ms. [redacted]’s request to receive a refund check. Ms. [redacted] has been advised that she since she no longer has the card used at the time of purchase, she can dispute the amount with her bank and we will process the refund directly to her bank account.     Conn’s values Ms. [redacted] as our customers and appreciates her 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.  
Yes I did receive my check yesterday. my first call to them was the first week of Jan and then every week after that. only when I reported them to Revdex.com and then Tues threatened to file a civil suit on them did they finally give me my refund. I will never do business with them again.

Thank you for the opportunity to respond to [redacted] complaint.  Our records show on 6/14/15, [redacted] purchased a [redacted] plush queen mattress that came with a limited manufacturer warranty and a [redacted] queen foundation that came with a limited manufacturer warranty;...

no additional [redacted] coverage was purchased through Conn’s.  [redacted] elected to take his mattress and foundation from our Houston, TX location store 025.  We researched [redacted] complaint and found he contacted us on 8/20/15(two-months) after his purchase; stating he found bed bugs on his mattress.  [redacted] was informed bed bugs were not covered by the manufacturer warranty.  At this time we are unable to honor [redacted] request to return/exchange his mattress or credit his account.  We are unable to conclude that the infestation did not occur after he picked up the mattress and the two months before she reported the issue.     If we may be of further assistance, [redacted] may contact our Customer Service department at 1-877-358-1252.  Kind regards,  Jana A[redacted]








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[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.  As I did receive the full refund.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, 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 has contacted us for repairs to his refrigerator, but issue has not been resolved; 2)      He is requesting an exchange; 3)      He is requesting a refund for the warranty; and 4)      He is requesting to be reimbursed for food loss.            Our investigation reveals that: 1)    Mr. [redacted]’s refrigerator has been serviced as listed under the Terms and Condition of the Repair Service Agreement Plan; 2)    Mr. [redacted]’s refrigerator was approved for an exchange on 7/5/17; 3)    Mr. [redacted]’s exchange was approved under the Terms and Conditions of the Repair Service Agreement which fulfills the warranty terms; and 4)    We have attached a food loss form for Mr. [redacted] to submit for processing.     Our records show on 12/4/15, Mr. [redacted] purchased a Samsung 3-door French refrigerator and elected to purchase a 36-month Repair Service Agreement Plan.   We reviewed Mr. [redacted]’s service history and found that since the date of purchase he has contacted us on four separate occasions for repairs to his refrigerator dated 12/19/16, 3/2/17, 5/19/17 and 6/27/17. During Mr. [redacted]’ last service call our records show he was contacted and informed that the first available date of service was 7/12/17. Mr. [redacted] expressed his dissatisfaction stating that he has been without a working refrigerator for too long and requested an exchange. We show on 7/5/17; we agreed to issue an exchange on the refrigerator due to the service delay.   Our records show on 7/6/17, Mr. [redacted] re-selected a [redacted] refrigerator which was delivered and received in good order on 7/8/17. We have no further records showing that Mr. [redacted] has contacted us regarding any further issues he is experiencing. We sincerely apologize for any inconvenience Mr. [redacted] experienced during this process.   Conn’s values Mr. [redacted] a customer and appreciates him for bringing this matter to our attention.

Thank you for the opportunity to respond to Mrs. [redacted] complaint.  We researched Mrs. [redacted] complaint and found her issue has been addressed and resolved.  Mrs. [redacted] has been contacted and informed her issue was escalated with upper management.  At the time of Mrs....

[redacted] purchase; Conn’s were not offering 36-month with no interest.  However, at the time of Mrs. [redacted] delivery; Conn’s were offering 36-month no interest.  Therefore, Conn’s has agreed to honor Mrs. [redacted] request.  We sincerely apologize to Mrs. [redacted] for any inconvenience she experienced during this matter.  If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252.  Kind regards, Jana [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show on9/8/16, Mrs. [redacted] purchased a [redacted] refrigerator and elected to purchase a 24-month Repair Service Agreement Plan. Mrs. [redacted]’s refrigerator was delivered and received in good order on9/10/16....

  We researched Mrs. [redacted]’s complaint and found she contacted our service department on9/22/16stating her refrigerator is not dispensing water. A service appointment was originally scheduled for service with the manufacturer on9/27/16 however; Mrs. [redacted] rescheduled her appointment for9/29/16. During the inspection the technician reported a part was needed to complete repairs. Once the parts arrived, Mrs. [redacted] was contact by the manufacturer to schedule an installation date. Our records show on 10/20/16; Mrs. [redacted]’s refrigerator was approved to be exchanged and her new refrigerator was delivered on 10/21/16.   Mrs. [redacted] may file a claim to be reimbursed up to the covered amount for Food Loss.  We have attached of copy of our Food Loss claim for Mrs. [redacted] to complete.   If we may be of further assistance, Mrs. [redacted] may contact us at1-866-765-1513.   Kind regards,   Dyeisha W[redacted]Tell us why here...

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns Ms. [redacted] has regarding account(s) [redacted]. We have a more than 120-year history of quality customer service and satisfaction, and I would not want anything to impair that record. Our contact information is...

located on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: she overpaid her account; and she would like the refund expedited. Our investigation reveals that: Ms. [redacted]’s paid her account balance in full on July 15, 2017 the payment was processed for $1205.06; however, Ms. [redacted] states the check was for $1502.00; we asked Ms. [redacted] to provide a copy of the check so we may research the matter further. According to our records, Ms. [redacted] made a payment in the amount of $1205.06 on July 15, 2017.  Ms. [redacted] stated the payment amount was $1502.00.  We asked Ms. [redacted] to fax over a copy of the canceled check so we may research her concerns further.  Ms. [redacted] faxed over a copy of the check on August 16, 2017 and it is currently under review.  We ask that Ms. [redacted] please allow additional time for research. Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records indicate that on Mr. [redacted] purchased a [redacted] dishwasher which included a limited one year manufacturer’s warranty. Mr. [redacted] declined to purchase an additional Repair service agreement through Conn’s...

HomePlus.   Mr. [redacted] received a copy of the Return and Exchange Policy at the time of purchase.  Our Return and Exchange Policy states: A consumer has 30-days from the date the item is received to return or exchange appliances and electronics with the required 15% restocking fee and if your product fails while under manufacturer’s warranty or Conn’s RSA, Conn's Factory Authorized Service will repair your product according to these warranties.  Mr. [redacted] also signed his invoice acknowledging that he received a copy of Return and Exchange policy. Mr. [redacted]’s [redacted] dishwasher was delivered on 5/27/15 as requested. After further review we show that Mr. [redacted] first contacted us on 8/24/15 stating that the display panel on the dishwasher was not displaying or responding to touch, however he refused service and the work order was canceled.   Mr. [redacted] contacted us again on 9/10/15 stating that the product’s display panel still was not displaying or responding to touch; our repair technician went out on 9/14/15 and determined that parts needed to be ordered.  This service call was canceled due to Mr. [redacted] wanting a second opinion from the manufacturer. On 9/25/15 service was contacted once again and we coordinated with [redacted] to provide service for Mr. [redacted]’s dishwasher.   After troubleshooting with [redacted], Mr. [redacted] was scheduled for service on 10/8/15.  Upon inspection the repair technician determined that the dishwasher needed two rails and a control panel, a part order was submitted; once received, service was scheduled to be completed on 10/16/15.  On 10/19/15 Conn’s followed up with Mr. [redacted] and confirmed that the dishwasher was repaired and was working properly. At this time we have no current work orders for the dishwasher and the product’s warranty expired on 5/26/16. If Mr. [redacted] needs service on his dishwasher he can contact Conn’s service department at 1/855-266-6349 to schedule an appointment, however he will be charged a trip fee for initial inspection plus parts and labor. If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.  Kind regards, Kristal W[redacted]

Thank you for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] believes the information reporting on her credit is inaccurate and she would like it removed.   According to our records, Ms. [redacted] signed a 32-month retail installment...

contract on August 4, 2013. She agreed to have her minimum monthly payments due on the 16th of each month.  Ms. [redacted] made four payments on the account with the last payment being made on January 15, 2014.  We have included a copy of Ms. [redacted]’s signed retail installment contract and payment history for her records.    Conn’s respectfully disagrees that the information is being reported incorrectly on Ms. [redacted]’s credit bureau.    Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks or the charged off status of the account due to payments not being made timely.  Additionally, the information can remain on Ms. [redacted]’s credit report for 7-10 years per federal guidelines.    Conn’s appreciates Ms. [redacted] for bringing her concerns to our attention.   Thank you, Cheryle [redacted]

Thank you for the opportunity to respond to [redacted] complaint.  Our
records show on 2/11/15,
[redacted] purchased a [redacted] Supreme king mattress with a
(limited manufacturer warranty) and (2) [redacted] TW/XL (adjustable) bases...

with a
(limited manufacturer warranty) totaling $5,994.96.  He elected to have his items delivered and
signed acknowledging all items was received in good order.
 [redacted] has been contacted and we found there was a
misunderstanding regarding the mattress and box spring which caused the
delay.  We have agreed to exchange [redacted] mattress under the 120 day
trial.  [redacted] is aware and will visit
his nearest Conn’s to reselect another mattress.
If we may be of further assistance, [redacted] may contact our Customer Service
Department at [redacted].
 
Kind regards,
 
[redacted]

Revdex.com:
TThe company ended up making me take a lesser product in order to receive items.  Then also tried to make me pay delivery char**s until I agreed to buy end tables. This company is a bait and switch company.  
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,

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have regarding her purchase with us. 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, Ms. [redacted] may...

contact Conn’s regarding questions about your purchase by calling our Customer Service Helpdesk at [redacted] or on-line at [redacted]  Ms. [redacted] has stated in her complaint: 1)       that she would like to have her warranty refunded, we were able to assist/repair her items; and 1.       her house caught on fire in August 2017, and we refused to subsidize any of her items.   Our investigation reveals that; 1.       Ms. [redacted] contacted us in August 2016 requesting service on her washer.  Ms. [redacted] has informed her washer no longer covered by a warranty that the extended warranty coverage expired in March 2015. 2.       Ms. [redacted] contacted us in July 2017 regarding her television.  A service call was scheduled, and the technician was unable to duplicate the problem she had experienced.  Ms. [redacted] later contacted us in August 2017 stating that she lost her merchandise during a house fire.  Ms. [redacted] was informed that her Conn’s account was paid off; therefore, she no longer was covered under Conn’s Property Insurance.  Ms. [redacted] was also made aware that her Repair Service Agreement does not cover “acts of God.”  Ms. [redacted] was instructed to file an insurance claim with her home/renter’s insurance provider for further assistance.   Our records show on 3/15/11, Ms. [redacted] purchased a GE high-efficiency washer with a 48-month Repair Service Agreement which expired on 3/15/15.  Ms. [redacted]’s washer was delivered on 3/17/11.   We researched Ms. [redacted]’s complaint and found that she last contacted us in August 2016 requesting service on her GE washer.  Ms. [redacted] was informed that her washer was no longer covered under warranty.  Ms. [redacted] was made aware that her extended warranty expired on 3/15/15 and that we could not service her washer.   We show Ms. [redacted] processed an insurance claim on 6/01/15 and selected an LG 55” FHD 1080p Smart TV with a 49-month Repair Service Agreement with Accidental Damage.  Ms. [redacted]’s television was delivered on 6/03/15 in good order.   On 7/04/17, Ms. [redacted] contacted us regarding her LG 55” television.  Ms. [redacted] stated that color would flash on the screen and had orange writing.  A service call was scheduled, and during the inspection, the technician was unable to duplicate the problem Ms. [redacted] had experienced.  We show Ms. [redacted] later contacted us 8/08/17, stating her home was struck by lightning which caused her home to catch on fire.  Ms. [redacted] requested to file an insurance claim; she was made aware that her Conn’s was paid off and was no longer covered by Conn’s Property Insurance.  Ms. [redacted] suggested using her warranty coverage to replace her television.  Ms. [redacted] was made aware that her warranty coverage excludes: theft or damage caused by flood, fire, hurricane, tornado, or all other acts of God other than damage caused by a power surge.  Ms. [redacted] was informed that we would not be able to honor her request.   Although we are unable to replace Ms. [redacted]’s items, we can cancel her warranty coverage on her television and issue a pro-rated refund based on the terms and conditions of her Repair Service Agreement.  Ms. [redacted] will need to fill out a Service Agreement Cancellation Form.  Once the form has been received back, we will issue a pro-rated refund.  We have included a copy of the Service Agreement Cancellation Form in our response.   Conn’s appreciate Ms. [redacted] for bringing her concerns to our attention.    Kind regards,   Customer Relations