Alan J. Slobodnik, M.S.W.

Thank you for the opportunity to respond to Mrs***’s complaintOur record show on9/11/16, Mrs*** purchased a ** washer and dryer which come with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’sMrs***’s signed her delivery ticket
acknowledging that all items were received in good order on 9/10-16. After further review of Mrs***’s complaint, Conn’s has agreed to issue an exchange on the washer and dryer in attempts to resolve this matter Our records show we no longer have the same washer Mrs*** originally purchased, therefore, she has been approved for an in-store credit to re-select different units for up to $each which is this original amount she paid; no additional compensation is owedMrs*** may visit her nearest Conn’s location to initiate the approved exchange. If we may be of further assistance, Mrs*** may contact us at1-866-765-1513. Kind regards, Dyeisha W***

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms***s concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Ms*** 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*** has stated in the complaint: 1. She states that the top bunk collapsed and she wants the top and bottom bunk bed replaced Our investigation reveals that: 1. An exchange was approved for Ms*** to replace her bunk bed set (twin up HB/FB, full low HB/FB, UP/LW side rails, twin slats, storage stair dresser, and full slats). Ms***’ exchange is valid through 9/22/ Thank you for the opportunity to respond to Ms***’ complaint. Our records show on 8/20/16, Ms*** purchased an *** *** *** *** bunk bed set which consisted of ten pieces ALL with a 36-month Furnituregard Plan. Ms***’ bedroom set was delivered on 8/27/as requested. After researching Ms***’ compliant we found that her issue was escalated to upper management and Conn’s has agreed to honor Ms***’ request. On 8/08/17, Ms***’ exchange notes were updated to add the remaining pieces needed. Ms*** has been approved to replace six models *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** storage stair dresser, and *** full slats). Ms*** may visit her nearest Conn’s location to initiate her exchange and schedule delivery. Again, we sincerely apologize to Ms*** for any inconvenience she has experienced during this process

Thank you for the opportunity to respond to Ms***’s concerns regarding account ***. Ms*** stated she began receiving collection calls when her account became past due. According to our records, Ms*** signed a 32-month retail installment contract on July 22,
2014. She agreed to have the minimum monthly payment due on the 5th of each month. 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 accountMs*** may pay on-line, in her local Conn's store, by mail, or over the phone if it is more convenient for her, before the due dateAdditionally, if Ms***’s pay date has changed, she may benefit from requesting a change of her due date each monthWe ask that she contact us if she would find this beneficial. Conn’s respectfully disagrees that it has harassed Ms*** as we have been unable to reach her regarding the past due balance on her account. Although Conn’s would prefer to keep the lines of communication open, we have placed a cease communications on the telephone numbers associated with her account Conn’s values Ms*** as a customer and appreciates her for bringing her concerns to our attention. Thank you, Cheryle ***

Thank you for the opportunity to respond to Mrs***’s complaintOur records show on 10/16/14, Mrs*** purchased a *** *** Recliner and elected to purchase a 48-month FurnitureGard Plan.We researched Mrs***’s complaint and found that she contacted our service
department on 12/14/16 stating the bottom footrest was detached on the reclinerA service appointment was scheduled for 12/22/16; during the inspection, the serviceman found the bottom footrest material ripped and shreddingOur furniture coordinator attempted to contact Mrs*** on 12/29/16 but was unsuccessful; a voice message was left to return the callAfter further review of the serviceman’s finding and photos taken at the time of inspection, it was determined that the reported damages are a result of wear and tear which is not covered under the Terms and Conditions of the FurnitureGard Plan purchasedPlease refer to the T&C’s Number (15) What Is Not Covered; letter (j) and (m).At this time we are unable to honor Mrs***’s request; based on the serviceman’s findings and photo’s the reported damages are not covered under the Terms and Conditions of the FurnitureGard Plan. If we may be of further assistance, Mrs*** may contact us at 1-866-765-1513. Kind regards,Dyeisha ***Customer Relations

Tell us why heThank you for the opportunity to respond to Mrs***’s additional comments. As mentioned in Mrs***’s previous response; Mrs***’s *** washer and dryer was purchased with us in February 2016. Mrs*** has contacted us on four separate occasions regarding her washer. 1. 7/15/16, Mrs*** contacted us; stating that when her washing is in spin it shakes roughly. A service call was scheduled; during the inspection the technician found Mrs***’s washer was not leveled. The technician leveled Mrs***’s washer and notated her washer was functioning properly. 2. 7/29/16; Mrs*** contacted us; stating that her washer stopped mid-cycle and wouldn’t unlock. We attempted to schedule Mrs*** for service; however she advised us that her washer was working. Mrs*** indicated that she had contacted the manufacturer and after completing troubleshooting steps the issue was corrected.3. 8/01/16, Mrs*** contacted us; stating the washer was shaking and making loud noise. A service call was scheduled; during the inspection the technician found parts needed to be replaced. On 8/15/16, the technician replaced the suspension rods and weight balancer. 4. 11/30/16, Mrs*** contacted us again; stating her washer was shaking roughly. A new service call was scheduled for 12/06/16; during the inspection the technician found Mrs***’s washer wasn’t leveled. The technician adjusted the pedestal toots. Again, at this time we are unable to honor Mrs***’s request to exchange her washer. Based on Mrs***’s service history; she has had parts replaced on one occasion (8/15/16). As of 1/09/17, we have no new service order on file to indicate Mrs*** is still having issue with her washer. If we may be of further assistance, Mrs*** may contact our Customer Service Department at 1-877-358-1252. Kind regards, Jana ***re

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr*** concernsWe have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that recordAs a reminder, Mr*** may contact Conn’s regarding questions by
calling our Customer Service Helpdesk at 1-877-358-1252, or online at www.conns.com. Mr*** stated in her complaint: 1. That his dryer continues to break down and it took two weeks for repairs Our investigation reveals that: 1. Mr***’s dryer was purchased in November 2015. We show he first contacted our service department on 8/22/regarding his dryer. Mr*** stated that his dryer was not heating. A service call was scheduled, and during the inspection, the technician found that the parts needed to be replaced. On 8/29/17, the technician completed Mr***’s repairs by installing a new ASM bracket idler. Mr*** contacted us again on 8/30/17, stating his dryer was experiencing the same problem his dryer was not heating. Our records show Mr*** was scheduled for service on 9/06/17. During the inspection, the technician found an additional part (ASM duct heater) needed to be replaced. Once the parts arrive, Mr*** will be contacted and scheduled to have parts installed. At this time Mr***’s dryer does not qualify for an exchange. Mr***’s dryer is being repaired under the terms of his warranty coverage Thank you for the opportunity to respond to Mr***’s complaint. Our records show on 11/25/15, Mr*** purchased a *** high-efficiency washer and top load electric dryer both with a 24-month Repair Service Agreement. Mr***’s appliances were delivered on 11/28/as requested We researched Mr***’s complaint and found that he contacted us on 8/22/17. Mr*** indicated that his dryer was not heating. A service call was scheduled, and during the inspection, the technician found that the bracket idler needed to be replaced. On 8/29/17, the technician completed Mr***’s repairs by installing a new ASM bracket idler. We show Mr*** contacted us the next following day on 8/30/17, stating his dryer was not heating. Mr*** was scheduled for 9/06/to have his dryer reassessed. On 9/06/17, the technician found that an additional part (duct heater) needed to be replaced. Once the parts arrive, Mr*** will be contacted and scheduled to have parts installed. At this time Mr***’s dryer does not qualify for an exchange At this time we are unable to honor Mr***’s request to exchange his dryer. Mr***’s dryer is being repaired under the Terms and Conditions of his warranty coverage. Conn’s values Mr*** as a customer and appreciates him for bringing his concerns to our attentionSincerely, Customer Relations Conn’s Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
There is no reason it should take days to verify something that a person can do in minutes by contacting my financial institution! The computer system should also recognize when an account is paid in full and has a zero balance and should no longer automatically deduct anything from my account. I paid it online using the same *** where the *** is set up. The *** should automatically be cancelled when the balance is ZERO. There are several improvements that could be done to prevent this from happening in the first place. Then, if something did happen, it should be handled better.Also when I first called I was told I would hear something by the end of the week from a supervisor. I didn't. Then I was told 7-days to be done, that passed and now they are saying days?!?! The time frame keeps changing and this is unfair to the consumer! When a mistake is made on the part of the company, I think someone (a real person, not a computer) should take the time to help resolve the issue in a timely manner, not wait until a month has passed before taking any action!
Regards,
*** *** **

Thank you for the opportunity to respond to Ms***’ concerns regarding a credit application. Ms*** stated she did not give permission for the store to process a credit application and would like the inquiry removed from her credit. According to our records, Ms
*** filled out the credit application through conns.com. We have no record of a second credit application being processed at the store location. Conn’s is obligated to report factual information to the credit bureaus and we are unable to remove the credit inquiry. Ms*** also stated there was an account open without her permission. There have been no accounts opened for Ms***. Conn’s appreciates Ms*** for bringing her concerns to our attention Thank you, *** ***

Thank you for the opportunity to respond to Mr***’ complaint. Our records show on8/29/15, Mr*** purchased a *** *** *** living-room set which consisted of four pieces (LAF recliner, console, RAF recliner, and recliner) with a 48-month Furnituregard Plan on all four pieces;
Mr*** also received a FREE *** 32” LED HDTV with his qualifying purchase. Mr*** 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*** elected to have his items delivered; which was completed onAugust 31, 2015. The manufacturer’s warranty terms are attached to the product by the manufacturer and were attached at the time of Mr*** delivery We researched Mrs***’ complaint and found we were contacted the day after the delivery by Mrs*** stating after inspecting the furniture she found the plastic on the console was cracked. Mrs*** was offered a 10% damage concession towards the console if she was willing to keep the item; which was accepted. We show Mrs*** later contacted our Customer Service Department via email in December 2015; stating she was told the furniture she was purchased was made of Italian leather, but was not. Although we were unable to confirm what was told at the time of purchase; we did confirm the *** set that was purchased was not displayed or advertised as Italian leather in efforts to resolve Mrs*** concerns she was offered and accepted a $price concession to keep the furniture as is. However, she requested the concession in the form of a check although the purchase was financed using Conn’s credit. Mrs***’ was informed that we were unable to honor her request Mr*** contacted our Service department on March 22, 2016; stating the console was too close and that it was dragging and the seats were going flat. An exchange was submitted and approved on April 8, 2016 to replace Mr***’ left recliner due to the broken mechanism that was found grinding beyond repair. Mr*** was extended the options to exchange for the same set, reselect within the approved credit limit, or wait for the mechanism to become available and we would repair. Mr***’ chose to reselect for another set. Since Mr*** had purchased the Furnituregard plan we agreed to offer replacement credit on the other pieces as well. Mr*** was issued a credit up to the original amount paid to re-select which was $2,699.98. Mrs*** visited her local Conn’s to reselect; however she stated the item she wanted was no longer available and Mrs*** requested a refund. As mentioned Mr***’ exchange was processed under the Terms and Conditions of the manufacturer’s warranty, which covers repairs/exchanges/replacement. If Mr*** would like to receive a credit to his account in lieu of the exchange; we would agree to pick up the items and process a refund for the replacement value under the Terms and Conditions of the Furnituregard Plan purchased that would be non refundable. Please be mindful choosing this option will fulfill the plan in its entirety and will cancel and discharge all further obligations under this plan. We have included a copy of *** ***’s warranty information as well as a copy of the Furnituregard Terms and Conditions that was purchased Mrs*** may contact us directly at1-866-765-1513to discuss her options Kind regards, Kathryn ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I paid my account off with payment and conns electronically withdrew sorry prebious typo I called dec 8th told I wanted money refunded by to my bank they stated the would mail out check I -Hrs never did called back told me expect refund in mail by Jan 1st called back jan 4th no check and they state tbey need to run refund request again Check in another days Never recieved money back never adked you to put my money towards smother accounts and im demanding now just as I did on Dec 8th a refund of my tbat never should have been withdrawn from my account and never gave permission to credit towards another bill that this closed acct ever had a right to do I WANT MY MONEY YOU OVERDREW MY ACCT AND STILL HAVE NO REFUNDED THE MISAPPROPRIATED FUNDS YOU WITHDREW FROM MY BANK ACCT

Thank you for the opportunity to respond to Mr***s complaintOur records show on 3/01/17, Mr*** purchased the *** *** living room furniture which consists of four pieces (sofa, left recliner, right recliner, and console), a *** *** *** and end table and a ***
*** Loft Console with fireplaceWe show Mr***s delivery was schedule for 3/3/17; the furniture was signed as received in good order, however; the lift table, end table and fireplace insert with remote was returned to the warehouse due to damagesOur records show all three items (lift table, end table and console with fireplace) were canceled from Mr***s invoice and credit was applied to his account. We researched Mr***s complaint and found that his issue has been addressedOur records show on 3/15/17, we re-delivered Mr***s living room consoleAlso, we show a new invoice (***) was created for the *** *** *** with fireplace which was delivered and signed acknowledging the item as received in good orderWe sincerely apologize for any inconvenience Mr*** experienced during this process. If we may be of further assistance, Mr*** may contact us at 1-866-765-1513. Kind regards, Dyeisha W***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I would understand and accept, however Conn's took the ** refrigerator when they did the switch out Why would I pay for an item they took back If I still owe on it then they should have left the ** and just brought out the *** If I owe it then I should have the refrigerator
Regards,
Ella ***

Thank you for the opportunity to respond to Mr***' additional commentsWe have remained in contact with Mr*** regarding his service repairs and have tried to accommodate his schedule. As mentioned in our previous response, Mr*** was originally scheduled to have the technician install parts on 7/21/ Someone called in and identified herself as Mrs*** and verified Mr***' information then requested to reschedule for 7/28/17, which was Friday of the following weekMr*** called the following day 7/22/17 and requested to reschedule service for the morning of 8/4/17, because he was going to be out of townOur records show Mr***'' dryer has been repaired as of 8/4/17.Again, at this time Mr***' dryer does not meet the qualification for an exchange

Thank you for the opportunity to respond to Mrs***'s concerns. We are unable to locate the account based on the information provided by Mrs***. We would ask that Mrs*** provide an account number or invoice number so we may further assist her with her concerns.
Thank you,Cheryle S***
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Thank you for the opportunity to respond to Mr***'s additional commentsWe mentioned in our previous response that the original television Mr*** purchased was no longer available when he initiated his exchangeMr*** re-selected a different 55" *** TV which we have confirmed is comparable to his original modelOur warranty states "Should We choose to replace an item, the replacement will be the base model that meets all applicable federally mandated minimal manufacturers’ standards, performs the same primary function, and has a capacity comparable with the covered item".We have reviewed the photos provided by Mr*** however; the pictures do not reflect the specifications provided by the manufacture but are from a 3rd party website which covers varies modelsWe have confirmed with the manufacture that the original model (***) was not 3D compatibleWe have provided the direct link to the manufacturer's website which provides the specifications for both models for Mr*** to review*** Again, we are unable to honor Mr***'s request for an exchangeMr*** received a new television which meets the standard requirements as listed under our Repair Service Agreement Plan

Thank you for the
opportunity to respond to *** *** complaintOur records show on records
show on 12/11/15, *** *** purchased
the *** *** *** *** sofa and loveseat which comes with a
1-year limited manufacturer’s warranty; no additional coverage was
purchased
with Conn’s*** *** furniture was delivered and received in good order on 12/13/
After further review of
*** *** service needs, Conn’s has agreed to issue an exchange for her sofa
and loveseat*** *** is aware of the exchange and may visit her nearest
Conn’s location to reselectWe sincerely apologize for any in convenience *** *** experienced during this process
If we may
be of further assistance, *** *** may contact Customer Service at1-877-358-
Kind regards,
Dyeisha W***

Thank you for the opportunity to respond to Mror Mrs***’s complaintWe researched Mrand Mrs***’s complaint and found that their issue has been addressedConn’s agreed to honor the request to exchange the washer and dryer in attempts to resolve this matterMrs*** has been contacted
and made aware of the approved exchange. We sincerely apologize for any inconvenience Mrand Mrs*** experienced during this process. If we may be of further assistance, Mror Mrs*** may contact us at 1-866-765-1513. Kind regards, Dyeisha W***

Thank you for the opportunity to respond to Mr***’s additional commentsWe have forwarded Mr***’s information to the service department to re-schedule his appointment at his earliest convenienceOnce the technician re-assess the unit we can determine what further action are requiredHowever; at this time the refrigerator does not meet the qualifications for an exchange. If we may be of further assistance, Mr*** may contact us at 1-866-765-1513 Kind regards, Dyeisha W***Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.] The price was in a *** *** printed ad, was within daysShe says she looked it up however says I bought a dryer and I didn'tIt was a washerFor anyone who reads thisnever use a coupon that conns send to youBecause even with the coupon I paid $more then what *** *** put it on sale for in their "printed ad" but because I used a coupon they had sent the price match policy is voidedTrue meaning of conI have spent over $8,at conns over the years not to mention what my wife and parents have spentDoubles that amazing easilyNot another dime will ever be spent in that storeCongratulations you have just lost several very valuable customers
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint My complaint is still not being handledWhy is no one doing anything?
Regards,