Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs [redacted] complaint Our records show on 7/27/16, Mrs [redacted] purchased a [redacted] 55” 4K UHD Curved LED TV that came with a limited 1-year manufacturer’s warranty; No additional RSA coverage was purchased through Conn’s Mrs [redacted] elected to pickup her TV from our El Paso, TX location # Mrs [redacted] signed her invoice acknowledging her TV was received in good order and that she inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the product leaves the store or warehouse We show Mrs [redacted] contacted us on 7/28/a day after receiving her TV; stating when she plugged the TV in she noticed the TV was cracked Mrs [redacted] was advised that she signed acknowledging her TV was received in good order and that once the product leaves the store or warehouse it is unable to determine when or how the damages could have occurred Mrs [redacted] was advised that we would not be able to honor her request for an exchange; Mrs [redacted] did not purchase any additional RSA coverage to review other optionsIf we may be of further assistance, Mrs [redacted] may contact our Customer Service Department at 1-877-358-Kind regards, Jana [redacted]

Thank you for the opportunity to respond to Mr [redacted] ’s complaint Our records indicate that on 11/19/Mr [redacted] purchased a [redacted] Range with a 36- month Repair Service Agreement He also received a copy of the Conn’s Return and Exchange Policy at the time of purchase; his signed invoice acknowledges that he received a copy of the Return and Exchange policy 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 On 11/20/Mr [redacted] ’s furniture was delivered as promised After reviewing Mr [redacted] complaint, we show that on 12/31/Mr [redacted] contacted Conn’s service department stating that his range was leaking between the glassIt was determined by our servicemen that corrosion had occurred in the range and to repair the door needed replacingDue to corrosion not being covered under the terms of the warranty, the service order was canceled and closedMr [redacted] contacted us again on 2/20/stating the oven would not igniteUpon inspection we were not able to find anything wrong with the range and he was advised on how to properly use the rangeMr [redacted] contacted us most recently on 3/23/stating that his range would not ignite We currently have parts on orderOnce the part arrives we will schedule to complete serviceAt this time we will not be able to honor Mr [redacted] ’s request, he will have to continue with service to determine if further repair or replacement is covered under warranty If we may be of further assistance, Mr [redacted] may contact our Customer Service Department at1-877-358- Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to [redacted] complaint We researched [redacted] complaint and found her issue has been addressed and resolved Our records show an exchange was submitted and approved for [redacted] to replace her [redacted] adjustable base model( [redacted] ) We show [redacted] selected a [redacted] box spring model( [redacted] ); which was delivered on 7/08/and received in good order In addition, [redacted] was issued a credit of $for the difference in price of the original adjustable base and Furnituregard Plan purchased We sincerely apologize for any inconvenience [redacted] experienced during this process If we may be of further assistance, [redacted] may contact our Customer Service department at [redacted] Kind regards, Jana A [redacted]

Thank you for the opportunity to respond to Mrs [redacted] ’s additional commentsWe provided a copy of Mrs [redacted] ’s delivery ticket in our previous responseAs shown, there was no mention regarding any damages caused by Conn’s delivery team at the time of deliveryHowever; the delivery team did report that there was no outlet pipeline on the garbage disposal to attach the drain hose during the deliveryMrs [redacted] informed the delivery team and the manager that this was pre-existing issue with the unit and she would correct the problem and self installAgain, at this time we are unable to honor Mrs [redacted] ’s request to replace her garbage disposal; there was no reported damages during the deliveryIf we may be of further assistance, Mrs [redacted] may contact us at 1-866-765- Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond to Mrs [redacted] ’s additional comments As previously stated we have no records showing where a 10% concession towards Mrs [redacted] ’s total purchase was offered or approved Therefore we are unable to honor Mrs [redacted] ’s request to credit her account Again, as of12/07/15, Mrs [redacted] has failed to make any payments towards her Conn’s account; therefore we are unable to reinstate the “cash-option” or remove the negative credit marks assessed to her credit bureau We are obligated to report factual information to the credit bureaus and cannot remove negative credit marks assessed due to payments not being made timely In regards to Mrs [redacted] ’s Conn’s $gift card our records indicate this gift card was mailed inAugust 25, 2015; however it remained unclaimed at her local post office throughSeptember 19, 2015and then returned to sender Please see tracking number via USPS.com ( [redacted] ) We can send this information (gift card number) to her local Conn’s if she wants to use towards a new purchase; the gift card expires12/31/ Kind regards, Jana [redacted]

[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 OkThat is fine

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 exchange was made on 7/20/and as of today (7/21/15) is working However, I still believe that having to take my complaint to the Revdex.com to get action says a lot about the type of company they are and the type of customer service they provide Thank you Revdex.com for helping to get my situation with Conn's Home Plus taken care of If it hadn't been for your help I truly believe that I would still be at battle with this company

CASE ID: [redacted] On July 15, 2015, you provided the following information: Thank you for the opportunity to respond to Mrs [redacted] complaintOur records show on 12/12/14, Mrs [redacted] purchased an [redacted] tablet and elected to purchase a 25-month Repair Service Agreement with Accidental Damage We reviewed Mrs [redacted] complaint and found her tablet was sent to service for repairs on two separate occasions dated (3/19/and 6/9/15) due to a cracked screenWe shipped the tablet directly to the manufacturer to complete repairsThe technician was able to repair the tablet during the first service call (3/19/15)However; when the tablet was sent to the manufacturer for repairs on 6/9/15; the parts needed to repair the unit was no longer available therefore an exchange was approved under the Terms and Conditions of the RSA/Accidental Damage Plan Number (9) Limits of Liability (ii)Mrs [redacted] was contacted and informed she could re-select the same tablet or receive a store credit for up to $(which is the original amount she paid) to re-select a new tablet; however she would be required to purchase additional coverage on her new unitMrs [redacted] was not satisfied that the RSA/Accidental Damage Plan would not transfer over to new item and was reminded of the T&C’s: If a covered product is replaced under the terms of this Agreement, the obligations of FWSC and its Administrator shall be fully satisfied, where allowed by lawMrs [redacted] has been informed that she was granted an exchange through the RSA/Accidental Damage Plan; the manufacturer’s warranty does not cover accidental damages and she exceeded Conn’s return policyOur records show on 7/11/15, Mrs [redacted] contacted our customer service department and requested to receive a refund in lieu of an exchange We have processed a request for the amount of $to be credited to her Conn’s account; we ask to please allow 7-business days for the credit to reflect on her account In reference to Mrs [redacted] pedestals; we show her delivery was scheduled and received in good order on 6/29/15; no damages were reportedMrs [redacted] signature on her delivery ticket indicates that she was aware to thoroughly inspect merchandise for damages; an exchange or price concession will not be approved for damages discovered after deliveryMrs [redacted] contacted the delivery department on 7/10/ (11-days after receiving delivery) stating the pedestals was damaged during deliveryMrs [redacted] was advised the alleged damages were not reported in a timely manner and we are unable to determine when damages may have occurred after delivery was complete; therefore we are unable to exchange her pedestals At this time we are unable to honor Mrs [redacted] request If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at 1-877-358-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 The serviceman that came out told us he was new with the companyI explained to him one of the scratches was in fact from my dogThe peeling on the recliner is obviously not dog relatedYou can tell by looking at itHe said he would turn in the pictures and I could call to let them and explain what the others scratches and peeling is fromI called and explained what they were but they had already closed out the callI spoke with Rhino, the store manager and he also said that it should be coveredI know that pet scratches are not coveredI would never have called and did a claim if they were pet relatedI purchased this expensive set of living room furniture based on the covert for the warranty we purchasedI want the furniture fixedI got tired of getting the run around from the store manager that I contacted Revdex.com and other sources as wellIf the damages to my furniture was pet related I would not have started a claimI am aggravated with being told its pet damage and it's not [Provide details of why you are not satisfied with this resolution.] Regards,

Thank you for the opportunity to respond to [redacted] complaint regarding her refrigerator Our records show on 4/24/15, [redacted] purchased a [redacted] refrigerator and month repair service agreement [redacted] contacted us on 6/22/15, stating her refrigerator was not cooling A service call was sfor 6/23/and upon inspection the technician found they PCB board, compressor, and assembly PCB Main needed to be replaced The parts were ordered then received on 6/30/ After researching [redacted] complaint, we found her concerns were addressed and resolved on 6/30/ If we may be of further assistance, [redacted] may contact our Customer Service department at [redacted] Kind regards, Jana A [redacted] 7/31/ Complaint Our complaint actually involved several categories: customer service issues, delivery and installation issues, and misrepresentation from sales repMy husband and I went in to purchase all new kitchen appliancesWe had looked at several other stores as wellWe decided on [redacted] and after talking with salesman decided to go with Conn'sHe told us that we would deal only with Conn's people and no second and third partiesWe found out differently when the guys delivered on Friday.(7/10/15) There were two guys that deliveredThey came into the house and said they would remove our current appliances first and then bring in the newThey removed the fridge and stove firstWhen they started to remove the microwave, they did not know how to take it downI questioned them at that time and they said they had only been delivering appliances since Tuesday of that week.(7/7/15) They were delivering for [redacted] prior to this and had not been trained on appliances(I have a signed statement from them) They called their guy that they work for to explain the problem they were running in toMy husband at the same time called Conn's in Spartanburg to say the problem that we were havingConn's said that they could not get their guy that installs out until late on Saturday or the first of the next weekWe just had the delivery guys bring out old appliance back in and just take the new appliances back to the warehouseThey did thisWe were not willing to go without any kitchen appliances not knowing when/if they would correct the problemIn the meantime we ended up with a chipped backsplash and a scratched up front door and porch floorMy husband and I went immediately to the store and asked to speak to a managerHe said that he could not cancel the contract until the warehouse made a transaction showing the appliances had been returnedI asked the manager to sign a statement that we were there at 11:to talk with him about the situationHe would not sign and sai Desired Resolution The manager refused to sign a statement that we were there on Friday at 11:I called today at 2:and asked to speak to [redacted] and was told he was with customer and he would call me right backAt 3:I called him again and this time was told he was at lunch [redacted] came to the phone and apologized and said that he was not aware of any policy that would not allow them to sign a form such as what I had asked forI just want some customer service and to break clear from these people Consumer Business Dialog

[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

Thank you for the opportunity to respond to Mrs***’ complaint We researched Mrs***’ complaint and found her issue has been addressed and resolved Our records show Mrs***’ complaint was escalated to upper management and Conn’s agreed to exchange her range We show Mrs***’ exchange was initiated on 7/17/and she is expected to receive delivery of her new range on Monday (7/20/15) We sincerely apologize to Mrs [redacted] for any inconvenience that she has experienced during this process If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at 1-877-358- Kind regards, Jana [redacted] Customer Relations

Thank you for the opportunity to respond to Mr [redacted] ’s complaint Our records show on 11/08/14, Mr [redacted] purchased a [redacted] Notebook model ( [redacted] ) with a 37-month Repair Service Agreement w/Accidental Damage We researched Mr [redacted] ’s complaint and found Mr [redacted] had contacted us multiple times since 1/19/ However, we show only two repairs required parts to repair therefore, Mr [redacted] ’s exchange request was denied under the terms and conditions of the warranty As of 10/29/15, Mr [redacted] contacted us again; stating the computer was experiencing “glitching” errors However, Mr [redacted] failed to bring his notebook into the store to be sent to service; therefore his service order cancelled We attempted to contact Mr [redacted] multiple times to discuss his concerns, but have been unable to reach him We ask that Mr [redacted] allow us to make a final assessment to determine the failure and it an exchange is warranted at this time Mr [redacted] may contact our Service department at 1-855-266- Kind regards, Jana [redacted] 11/20/ Complaint I purchased a platform bed in December When installing, Conn's technicians damaged the rails when assemblingWhen I was moving, we noticed upon taking bed apart that the rails were crackedI called Conn's and they told me they would send someone outSomeone came out to inspect and said, yes they were damaged UPON assembly and would be replacing the railsWhen the rails arrived to call them and they would come and replaceParts never came in so I calledThey said they would not be replacing because it was not under warrantyIf that was the case, wouldn't they have told be that before sending someone out? Conn's also mentioned that I signed that everything was OK after assemblingWhat was I supposed to do? Move the mattress myself to inspect that? I was not the one who damaged while installing, why should I pay for something I DID NOT DAMAGE?! They also informed me there was no manufacture warranty Desired Resolution All I am asking for is a credit or new rails for my bed - which I think is only fairInstead I'm paying for a bed that Conn's destroyed!!!! Consumer Business Dialog

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on3/4/16, Mrs [redacted] purchased a 65” [redacted] 4K Curve TV and elected to purchase a 25-month Repair Service Agreement Plan We researched Mrs***’s service history and found she contacted us on9/26/16stating the unit has a black screenA service appointment was scheduled for10/3/16; during the appointment the technician found a new main board and panel was needed to complete repairsWe show both parts were ordered through the manufacture however; the parts were not scheduled to arrive until10/28/Our service department attempted to locate the parts locally in order to expedite repairs but was unsuccessfulWe submitted an exchange request to the manufacture however the part became available and the request was deniedOur service department contacted Mrs [redacted] to schedule an installation date but Mrs [redacted] informed the representative that she would need to speak to someone before scheduling Although we are unable to honor Mrs***’s request; we will continue with any necessary repairs that are coveredMrs [redacted] may contact our service department at1-855-266-6349at her earliest convenience to schedule a installation date If we may be of further assistance, Mrs [redacted] may contact us at1-866-765- Kind regards, Dyeisha [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Wednesday, May 24, 4:PMSubject: RE: Revdex.com Complaint ID [redacted] Ok thank youI rejected their response because they didn't make any kind of resolutionThey agreed that the time frame I had was accurate but made no reference to the fact it shouldn't take over months to get a simple thing fixedThey didn't address the lie of the technician or the state he left the last repair inThe lack of care of the technicians and the time frames it takes to get anything fixed makes the warranty pretty much uselessI didn't request to have all my warranties refunded just one in compensation, yet their only offer was to cancel it now, as anyone can, and get the prorated difference backThis is unsatisfactory.Let me know if you need anything else pleaseThank you for your time[redacted] ***

Thank you for the opportunity to respond to Mr***’ complaintOur records show on 12/6/16, Mr [redacted] purchased a [redacted] buidishwasher which comes with a 1-year limited manufacturer’s warranty and elected to purchase Conn’s dishwasher replacement installation serviceMr ***’ dishwasher was installed and signed as received in good order on 12/8/16; no issues were reported at the time of deliveryWe contacted the delivery manager regarding Mr***’ complaint and were advised that on 12/14/16, Mr***’ contacted delivery stating the unit was not leveledOur delivery team returned to Mr***’ residence and found that the dishwasher is not wide enough for the space it was installed insideMr [redacted] requested a second opinion, therefore; we sent a different team to assess the unitThe second delivery team confirmed that the space was too wide for the unit and suggested that Mr [redacted] purchase a trim kit to help fill the spaceOur records show on 12/22/16, Mr [redacted] contacted our service department stating the dishwasher is leaking water, and the unit is unbalancedA service appointment was scheduled for 12/26/16; during the inspection, the technician re-installed and mounted the unit to complete the repairs; no parts were requiredWe researched the dishwasher Mr [redacted] purchased and confirmed that the unit is the standard size for a dishwasher (24” W x 25” D x 33-1/-35” H) depending on the cabinets and countersTherefore; we are unable to honor Mr***’ request, he has been advised that he may purchase a dishwasher trim kit to help fill the spaceIf we may be of further assistance, Mr [redacted] may contact us at 1-877-325-Kind regards, Dyeisha [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.This still does not address the credit of $that was issued when I returned the defective merchandiseI have a receipt showing the item was returnedIt also doesn't address the $that was already paid to the account ending in It just shows that they carried over a balanceWhere did the $ go that I paid to account ending in 37? The $was credited to account ending in 39, that account was closed due to refund causing an overpaymentTurns out the refund of the $was removed from account ending in and that account was reopened by connsWhere did my refund go? Where is the $ that I paid for the defective item? If the item was returned and I was refunded the What happened to the that was already paid by me? Regards, [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 [This agreement was signed before the store employees handled my tv and put it in my vehicle I have no way of know that the tv was not broken by the handling by store employees after being expected by meI feel that this is bad business etiquette and I have been doing business with Conns for a few years now and until this experience I was very satisfied with the service I receive Regards,

Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show on 7/30/16, Mrs [redacted] invoice was cancelled and no account has been created under a Conn’s Installment contractWe have attached documents showing each item purchased was cancelled and a total refund of $was submittedWe sincerely apologize for any inconvenience Mrs [redacted] experienced during this processIf we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-Kind regards, Dyeisha [redacted] Customer Relations

Thank you for the opportunity to respond to Mr [redacted] ’s concerns regarding a Conn’s account We are unable to locate a Conn’s account with the information provided We ask that Mr [redacted] please provide an account number or a telephone number that is associated with the account in question so we may research his concerns further Conn’s appreciates Mr [redacted] for bringing his concerns to our attention Thank you, Cheryle [redacted]