Alan J. Slobodnik, M.S.W.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to the concerns you have 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 his 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 signed a contract that had 12 months no-interest; she received a payoff quote of $850.39; she then received a payoff quote of $682.93; and she would like the correct balance to pay the account off. Our investigation reveals that: Ms. [redacted] ’s account included our 12-month no-interest financing promotion (“cash-option”). Ms. [redacted] received a payoff quote of $850.39; She received a second payoff quote of $682.93; and Conn’s is in the process of honoring the amount paid to close the account.According to our records, Ms. [redacted] signed a 32-month retail installment contract on April 20, 2016. That contract included our 12-month no-interest financing promotion (“cash-option”). Ms. [redacted] called our automated system on April 25, 2017 and received a payoff quote of $850.39. She called again on April 25, 2017 and spoke with an agent. That agent provided an incorrect payoff quote of $682.93. On May 6, 2017, Ms. [redacted] contacted our automated system and received a payoff quote of $180.48. She spoke with an agent and asked them why the account was not closed. The agent informed her that there was still a balance remaining on the account. On June 1, 2017 Ms. [redacted] scheduled a payment in the amount of $167.46; however, “cash-option” expired on April 20, 2017. Ms. [redacted] ’s total “cash-option” was $2294.56. She paid a total of $2127.03 on or before the “cash-option” expiration date. As a gesture of goodwill, Conn’s has agreed to honor the amount paid and close the account. We ask that Ms. [redacted] please allow 10-14 business days for the account to close. Conn’s values Ms. [redacted] as a customer and apologizes for any inconvenience she experienced due to this matter.

Thank you for the opportunity to respond to Mrs [redacted] ’s complaint Our records show on 12/23/15, Mrs [redacted] purchased a [redacted] laptop/tablet 2-N-with a 37-month Repair Service Agreement w/Accidental Damage Mrs [redacted] ’s signed invoice indicates at the time of purchase she acknowledged she was provided a copy of Conn’s Return and Exchange Policy which states: A consumer has 14-days from the date the item is received to return or exchange (computers) 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 Mrs [redacted] also signed acknowledging she was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with the covered product Mrs [redacted] elected to pick up her laptop/tablet 2-N-from our [redacted] location store #***We researched Mrs [redacted] ’s complaint and found she contacted us on 12/30/15, stating the unit would not connect to the Wi-Fi Mrs [redacted] ’s unit was received by service; during the inspection the technician tested Mrs [redacted] ’s laptop/tablet 2-N-and the unit passed all functional tests The technician also updated all system drivers optimized unit was working up the manufacturer specifications After further review we did not find a new service order was created for Mrs [redacted] regarding an issue with her laptop/tablet 2-N- After receiving her complaint we attempted multiple times to contact her to have a remote technician assess her repair needs For further assistance she may contact our service department 1-855-266-to have a remote technician assess her repair needs If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at 1-877-358-Kind regards, Jana A [redacted]

Thank you for the opportunity to respond to Mrs [redacted] ’s complaint regarding a purchase made under [redacted] Our records show on October 17, 2015, Mr [redacted] purchased a [redacted] queen mattress that came with a limited manufacturer’s warranty and a [redacted] queen adjustable base with a 36-month Furnituregard Plan; no additional Furnituregard coverage was purchased on his mattress Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which 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 ** Mr[redacted] elected to have his items delivered; which was completed onOctober 18, We researched Mrs [redacted] ’s complaint and found Mr [redacted] contacted us onMay 4, 2016regarding his mattress; stating the unit displayed sagging in the middle After reviewing his service history we found an exchange was approved for Mr [redacted] to replace his mattress; he was issued a credit up to the original amount paid which was $1,to reselect a new mattress As ofSeptember 8, 2016, Mrs [redacted] ’s issue has been escalated with upper manager and we agreed to exchange the mattress and the adjustable base We attempted to contact Mr [redacted] & Mrs [redacted] onSeptember 8, regarding their approval; however we were unsuccessful in our attempts A credit of $3,for both mattress and adjustable base has been approved for Mr [redacted] to reselect Mr [redacted] will need to visit his nearest Conn’s location to reselect and schedule delivery We sincerely apologize to Mr [redacted] & Mrs [redacted] for any inconvenience that has been experienced during this process If we may be of further assistance, Mr [redacted] & Mrs [redacted] may contact our Customer Service Department at1-877-358- Kind regards, Jana A [redacted]

Thank you for the opportunity to respond to Mr. [redacted] ’s additional comments. As previously stated Mr. [redacted] ’s contacted us on11/03/15 and11/13/15 regarding one of his of the [redacted] phones requesting service. During the conversation on 11/3/15 Mr. [redacted] informed the Conn’s representative the phone was damaged; Mr. [redacted] was informed no accidental coverage was purchased through Conn’s to cover the physical damage and manufacturer warranty does not cover physical damages.Mr. [redacted] contacted us again on 11/13/15, requesting service stating it was the motherboard. Mr. [redacted] was informed that he would need to contact the manufacture regarding service needs under the terms of their warranty agreement. Mr. [redacted] was provided the number to [redacted] (800-726-7864) to contact them regarding any repair needed under the terms of their warranty agreement. We have included a copy of Mr. [redacted] ’s original invoice showing additional warranty coverage was not purchased. Kind regards, Kathryn ***

Thank you for the opportunity to respond to Mr***’s concerns regarding accounts [redacted] and [redacted] Mr [redacted] stated he accepted an offer to combine his accounts; however, it has not been processed According to our records, Mr [redacted] contacted our customer service department on April 1, inquiring about an option to combine his accounts The representative informed Mr [redacted] that the combine process could take 30-days to complete and he would have to continue to make his minimum monthly payments on each account until the accounts were combinedShe also informed Mr [redacted] that account [redacted] was going to be due on April 27, and account [redacted] would be due on April 14, Mr [redacted] stated he would visit his local Conn’s store to start the process On April 2, 2016, Mr [redacted] visited his local Conn’s store and signed a retail installment contract in order to combine the two accounts The combine offer was rejected because we needed additional information We made several attempts to contact Mr [redacted] to obtain the additional information; however, we were unsuccessfulOn April 29, we mailed Mr [redacted] a letter requesting the additional information On May 23, we were able to speak with Mr [redacted] and obtain the additional information needed to complete the combine offer; however, at this time, Mr***’s accounts were past due On June 11, 2016, Mr [redacted] brought both the accounts to a current status and the combine offer is in process Please note, Mr [redacted] will need to continue to make the minimum monthly payments on each account until the combine process has been completed 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] concerns regarding account [redacted] MrWooten stated he would like his 12-months same as cash offer reinstated According to our records, [redacted] signed a 30-month retail installment contract on December 26, That contract included out 12-month no-interest financing promotion (“Cash-option”) Per the terms of [redacted] signed “Cash-option” Addendum page, the minimum monthly payments of $are due by the 26th of each month during the “cash-option” period If the required minimum monthly payment is not paid within days of each month’s due date, the “cash-option” is void We have attached a copy of [redacted] signed “cash-option” addendum page for his records Mr [redacted] accrued several late fees causing the “cash-option” to be void We are unable to reinstate Mr [redacted] “cash-option” due to payments not being made timely We have also included a copy of Mr [redacted] signed retail installment contract and payment history for his records We value Mr [redacted] as a customer and appreciate him for bringing his concerns to our attention Thank you,Cheryle S [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 already had the phone calls to stop when I called and spoke to Conn's customer service Since I made that phone call to the customer service before filing this complaint! This still does not answer my question that I asked to be answered from a upper management level Is it Conn's business practice to call future customers and harass them? Because as I stated, from their customer service (Manager) stated that it was okay for them to call as many time and as often “Providing a Service” I will ask it again, I would like to hear from an upper management that this is a business practice I don’t know what to say about the un-professionalism from the customer service "Manager" which has not been addressed in their response So how can this complaint be resolved? To me, this feels as bad as their (2) generic letters that I received from them I had the phone calls stopped, and no mention about the un-professionalism of their customer service “Manager”] Regards, [redacted]

Thank you for the opportunity to respond to Mr [redacted] ’s concerns regarding ccount [redacted] Mr [redacted] stated he believes his account should be closed According to our records, Mr [redacted] signed a 32-month retail installment contract on Februrary 5, He agreed to have his minimum monthly payment due on the 20th of each month Mr [redacted] ’s television was defective and we did not have a replacement model Mr [redacted] returned the television and the repair service agreement and a credit in the amount of $was applied to his account on May 27, On July 20, a finance charge recalculation was processed Mr [redacted] is responsible for the remaining balance owed on the account, as all credits were applied to the account We have attached a copy of Mr [redacted] ’s payment history for his records Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the negative credit marks assessed on the account due to payments not being made timely Conn’s values Mr [redacted] as a customer and appreciates him for bringing his concerns 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. [Provide details of why you are not satisfied with this resolution.] Regards, The ad that they provided also states that the washer has super speed and it does not. The black one does have super speed and a matching dryer with a stainless steel drum. That is what led me to believe it had stainless steel. Apparently it does not matter that your sales staff is not properly trained and the customer must suffer.

Thank you for the opportunity to respond to Mrs [redacted] ’s additional commentsSince our previous response, the technician returned to Mrs [redacted] ’s residence on 11/16/and installed a new plate sensor and assembly holder PCB to complete the repairsThe technician reported he tested the washer and unit are functioning up to specificationsOur records show Mrs [redacted] contacted the service department again on 11/22/regarding the same issue and was scheduled to have the unit re-assessed on 12/1/however; she refused further serviceTherefore, the service order was canceledAgain, at this time Mrs [redacted] ’s washer does not meet the qualifications for an exchange, however; we will continue with any covered repairsMrs [redacted] may contact our service department at 1-855-266-to schedule an appointment at her earliest convenience If we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-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 There has been no resolution to horrible customer service and complete indifference to my wasted time and energy, trying to have something taken care of that I paid extra for I didn't even hear from the business nor did they attempt to resolve the ongoing customer service issues until moments before they contacted the Revdex.com to claim this was resolvedOther consumers have a right to know there is no accountability in the Conn's Customer Service and Service Department as well as complete indifference from their so called management team (phone calls are never returned and no one is accountable for employees hanging up on you, swearing at you and lying to you) Regards,

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to the concerns you have 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 recordOur contact information is located on Ms [redacted] ' retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs 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: Conn’s took a payment that was not authorized; and she would like the payment refundedOur investigation reveals that: Ms [redacted] processed the payments through our webpay system; and one payment in the amount of $was mailed to Ms [redacted] on May 17, According to our records, Ms [redacted] scheduled a payment in the amount of $to process on her account on April 28, On April 30, 2017, Ms [redacted] processed a second payment to the account in the amount of $through our webay systemOne payment in the amount of $was refunded to Ms [redacted] The check was mailed to the address on file on May 17, If Ms [redacted] has not received the refund check on or before June 6, 2017, we ask that she contact our customer service department so we may track the checkConn’s respectfully disagrees that the payment was unauthorized as Ms [redacted] scheduled the payments through the webpay system Conn’s appreciates Ms [redacted] for bringing her concerns to our attention

Thank you for the opportunity to respond to MrsFerguson’s additional commentsAs mentioned in our previous response when MrsFerguson’s unit was received at the store, the sales associate discovered the unit was infested with insect droppingsMrsFerguson has been informed that infestation is not covered the Terms and Conditions of the RSA Plan therefore; we are unable to continue with further repair needsMrsFerguson may retrieve her desktop from her local Conn’s at her earliest convenienceIf we may be of further assistance, MrsFerguson may contact our Customer Service Department at 1-877-358- Kind regards, D [redacted] W [redacted]

Thank you for the opportunity to respond to Mr***’s concerns regarding account [redacted] Mr [redacted] stated he has not received an insurance reimbursement check and he would like his cash-option reinstated According to our records, Mr***’s refund check was mailed to the address on file on July 20, That check was returned to Conn’s On August 2, a new check was sent to an updated address We ask that Mr [redacted] please allow 10-business days for the check to arrive Mr [redacted] also stated he would like his “cash-option” reinstated on accounts [redacted] and [redacted] According to our records, Mr [redacted] signed a 32-month retail installment contract on March 3, That contract included our 12-month no-interest financing promotion (“cash-option”) Per the terms of the “Cash-option” agreement, the “cash-option” is void if the required monthly payment has not been made within days of each month’s due date or the unpaid portion of the total “cash-option” price is not paid within days of the expiration date We are unable to reinstate the “Cash-option” on account [redacted] due to payments not being made timely Additionally, Mr [redacted] signed an 18-month retail installment contract on April 23, That contract created account [redacted] This account did not qualify for a “cash-option” at the time of purchase; therefore, we are unable to add the “cash-option” to the account 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] complaint Our records show on 6/14/15, Mr [redacted] purchased a [redacted] high efficiency washer and electric dryer with a 24-month Repair Service Agreement on both units Mr [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase Mr [redacted] also signed his invoice acknowledging that he received a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the covered product(s) Mr [redacted] elected to have his washer and dryer delivered; which was completed on6/14/We researched Mr [redacted] complaint and found he contacted us on three separate occasions regarding his dryer dated from 1/12/to 6/08/On 1/12/16, Mr [redacted] contacted us; stating his dryer was not heatingA service call was scheduled; during the inspection the technician found the heater needed to be replaced On 1/15/16, the technician completed Mr [redacted] repair by installing a new ASM duct heater.On 5/26/16, Mr [redacted] contacted us; stating the dryer was not heatingA service call was scheduled; during the inspection the technician found the motor induction and ASM bracket idler needed to be replaced On 5/30/16, the technician completed Mr [redacted] repairs by installing a new motor induction and ASM bracket idlerOn 6/08/16, Mr [redacted] contacted us again; stating the dryer was not heatingA new service call was scheduled; during the inspection the technician found the heater and PCB main board needed to be replaced On 6/21/16, the technician completed Mr [redacted] repairs by installing a new ASM duct heater and main boardAt this time Mr [redacted] dryer does not meet the qualifications for an exchange Mr [redacted] dryer has been repaired under the Terms and Conditions of the Repair Service Agreement Kind regards, Jana [redacted]

Thank you for the opportunity to respond to [redacted] complaintOur records show on 3/3/15, [redacted] purchased the [redacted] bedroom furniture which consists of three pieces (headboard, footboard and rails) and elected to purchase a 48-month FurnitureGard Plan on all pieces We researched [redacted] complaint and found she contacted our service department on 7/1/stating her rails fell apartWe show the service provider attempted to contact [redacted] on 7/3/ to schedule an appointment but was unsuccessful and could not leave a voice message on the primary contact number due to the mailbox was full however; they were able to leave a voice message on an alternate numberWe show the service provider attempted to contact [redacted] again on 7/6/but was unsuccessful and could not leave a voice message [redacted] later contacted the service department on 7/6/and was provided the first available service appointment for 8/2/but she refused to schedule a date [redacted] was advised that if a sooner date becomes available she would be contactedOur records show the service provider contacted [redacted] on 7/9/and 7/11/in attempts to schedule an appointment for a sooner date but was unsuccessful in their attempt therefore; the service order was cancelled We attempted to contact [redacted] on 8/10/and 8/12/to discuss her concerns but were unsuccessful and left a voice message to return our callAlthough we are unable to honor [redacted] request, Conn’s has agreed to exchange [redacted] rail under the Terms and Conditions of the FurnitureGard Plan in attempts to resolve this matter [redacted] may contact her local Conn’s to initiate the exchange If we may be of further assistance, [redacted] may contact Customer Service at 1-877-358- 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 [Provide details of why you are not satisfied with this resolution.] Again, this is not my clients faultYou are coming after my client again for collection efforts through an Outside agency You refused paymentIt is not my clients fault that you have a policy or procedure that restricts you from taking payment Its now your issue and I'm asking you to deal with it! Mr [redacted] will not contact this outside agencyThis is your responsibility to stop this or any other outside collection effortsConsider this your final warning! [redacted] ***Cc: [redacted] Re: Account [redacted]

Thank you for the opportunity to respond to Mr*** concerns regarding account *** Mr*** stated he is receiving collection calls, he was supposed to receive credit for delivery issues and he believes the credit application process is misleading. According to
our records, Mr*** applied for credit through conns.com on September 1, 2014. Mr*** accepted the terms and conditions of the online application which states if you wish to apply for financing through an alternate 3rd party, please apply at one of our locations or contact 877-358-for assistance. Mr*** signed a 30-month retail installment contract on September 1, 2014. He agreed to have his minimum monthly payment due on the 16th of each month. While there is a period before late payment fees are assessed, there is no grace period for determining when an account becomes delinquent 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*** may pay on-line, in his local Conn's store, by mail, or over the phone if it is more convenient for him, before the due dateAdditionally, if Mr*** pay date has changed, he may benefit from requesting a change of his due date each monthWe ask that Mr*** contact us if he would find this beneficial Additionally, Mr*** stated he was supposed to receive a $credit for delivery issues. We have no record of there being an issue with Mr*** delivery. We have attached a copy of Mr*** signed delivery ticket showing Mr*** received his product in good order. Conn’s respectfully disagrees that we are harassing Mr*** as we have been unable to reach him regarding the past due balance on the account. Mr*** stated he made a payment and received calls three days later. Mr*** made a payment on October 14, 2016. This payment covered the September payment; therefore, Mr*** account became due again on October 16, 2016. As stated above 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 accountWe have attached a copy of Mr*** payment history for his records Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with Mr*** account. Conn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attention. Thank you, Cheryle Simmons

Thank you for the opportunity to respond to Mr***’s concerns regarding account ***Mr*** stated a due date was not established on his account and he would like the due date changed According to our records, Mrs*** signed a 36-month promissory note and security agreement
on October 30, She agreed to have the minimum monthly payment due on the 14th of each month. We have attached a copy of Mrs***’s signed promissory note and security agreement. Our records further indicate that Mr*** requested a due date change in January 2017; however, the account was past due. In order to process a due date change, the account must be current at the time of the request On April 21, we processed a goodwill due date change to move your due date to the 24th of the month. We ask that Mr*** please allow time for processing. We have taken measures to insure Mrand Mrs*** will not receive collection attempts or late fees while we are in the process of changing the due date. Conn’s values Mrand Mrs*** as customers and appreciates them for bringing their concerns to our attention

[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 ***, and find that this resolution would be satisfactory to me Thank you for all your help on this matter.AtteALBERTO ***