Alan J. Slobodnik, M.S.W.

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Ms [redacted] ’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 [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 was told items would be delivered next day but still has not received them; 2) She has been getting the runaround; and 3) She wants to have her credit inquiry reversed Our investigation reveals that: 1) Ms [redacted] ’s original invoice was scheduled for delivery, but she elected to change model for her refrigerator 2) Ms [redacted] has been contacted by her sales representative and delivery department regarding the availability and delivery date of her merchandise; and 3) We are unable to honor Ms [redacted] ’s request Our records show on 5/30/17, Mrs [redacted] purchased a [redacted] refrigerator and [redacted] washer and dryerMs [redacted] ’s refrigerator was scheduled for delivery on 6/2/17, but Ms [redacted] requested to re-schedule her delivery for 6/10/ We show Ms [redacted] contacted her local Conn’s stating that the refrigerator she selected was the wrong size and requested to exchange for a different modelOur records show Ms [redacted] returned to her local Conn’s on 6/3/and re-selected an [redacted] door refrigeratorMs [redacted] was informed that the refrigerator was not available for immediate delivery and the estimated time of arrival was 6/12/ Prior to delivery Ms [redacted] was contacted and informed that the refrigerator did not arrive as expected and the next available date of delivery would be 6/22/Our records show we did not receive inventory again from the manufacturer and Ms [redacted] was informed that we could re-schedule for 6/30/ However; Ms [redacted] requested to cancel her complete invoice due to the delay At this time we are unable to honor Ms [redacted] ’s request reverse her credit inquiryConn’s is obligated to report factual information to the credit bureaus, and we are unable to remove the credit inquiry from Ms [redacted] 's credit reports as she authorized the credit application to be processed We sincerely apologize for any inconvenience Ms [redacted] experienced during this process Conn’s values Ms [redacted] as a customer and appreciates her for bringing this matter to our attention

Revdex.com: This letter is to inform you that Conns Appliance, Inchas carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/30/11:07:AM and assigned ID Regards,

[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 on a side note, Not that someone should ever expect to be in a position like this but the company handled it the way you would expect a good company to do soVery sorry about how we got to this point but I thank Conns very much for honoring their initial promisesWill gladly shop with them in the future

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 [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 was told she qualified for a free 55” TV with her purchase, but the item was not delivered; 2) she is requesting to receive the free TV Our investigation reveals that: 1) at the time of purchase, Ms [redacted] qualified to receive a free 50” TV with our promotional offer while supplies last and 2) we have agreed to deliver Ms [redacted] the original 50” TV that was offered during the promotion Our records show on 5/1/17, Ms [redacted] purchased a [redacted] side-by-side refrigerator, the [redacted] dining room table with six chairs and sideboard, the [redacted] cream chair and ottoman and a lampWe show Ms [redacted] qualified to receive a free 50” Roku television with her purchase Our records show Ms [redacted] items were scheduled for delivery on 5/3/All items were delivered in good order except for the television which was not available for immediate deliveryWe show the television was no longer in stock, therefore, Ms [redacted] was offered the option to either receive a free [redacted] or receive free deliveryMs [redacted] declined both offers stating she only made the purchase because she was told she would receive a free television After further research, we were able to locate the original television that was offered during Ms [redacted] purchase periodWe attempted to contact Ms [redacted] on 7/12/to schedule her delivery but was unsuccessfulOur records show Ms***’s television is currently scheduled for 7/13/ Conn’s values Ms [redacted] as a customer and appreciates her for bringing this matter to our attention

Thank you for the opportunity to respond to Mr [redacted] ’s complaint Our records show on 5/10/15, Mr [redacted] purchased a [redacted] high efficiency washer with a 24-month Repair Service Agreement and a [redacted] high efficiency dryer that came with a limited 1-year manufacturer warranty; no additional RSA coverage was purchase through Conn’s on his dryer Mr [redacted] elected to have his appliances delivered; which was completed on 5/11/ Mr [redacted] signed his delivery receipt acknowledging his items were received in good order and that he thoroughly inspected his merchandise for damages for an exchange or price concession would not be authorized for damages discovered after the delivery We researched Mr [redacted] ’s complaint and found he contacted us on 7/13/regarding his dryer; stating the unit was not working A service call was scheduled for 7/21/15; during the inspection the technician found parts needed to be replaced The technician ordered the parts and all parts became available on 8/03/ On 8/05/15, the technician completed Mr [redacted] ’s repairs; by replacing the main PCB ASM, thermostat, heater ASM, and display PCB ASM Once the parts were installed the technician tested Mr [redacted] ’s dryer and the unit was functioning properly We attempted to contact Mr [redacted] on 8/10/regarding his recent repair; however we were unsuccessful in our attempts At this time we are unable to honor Mr [redacted] ’s request for an exchange; based on the technician’s report Mr [redacted] ’s dryer has been repaired and up to manufacturer specifications If we may be of further assistance, Mr [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. ***’s additional comments. We spoke to Tim [redacted] (warehouse manager) who stated Mr. [redacted] was made aware he did not have any warranty to continue with service and would responsible for any out-of –pocket expense. However; Mr. [redacted] never came into the store to pay for service therefore no parts were ordered to continue with repairs. The manager also stated that he was in contacted with Mr. [redacted] personally as he was former employee and notified him that that he was unable to locate the unit as it may have been disposed of after remaining unclaimed in service for several months. He offered to issue a refund for the cost of the unit however; he stated Mr. [redacted] has not contacted him since this issue occurred in 2015. We have no records showing Mr. [redacted] has attempted to contact us regarding this matter prior to receiving his initial complaint dated 7/15/2016. At this time we are unable to honor Mr. ***’s request however; Conn’s is willing to issue a refund for the cost of the unit. Again, if additional coverage was purchased, Mr. [redacted] would ONLY receive the amount he originally paid as an exchange/refund would not exceed the original purchase price of the covered product. We have submitted a concession for $50.00 (which is the original amount Mr. [redacted] paid for his unit) to be mailed to the address listed on file; no additional credit is owed. We ask to please allow 7-10 business days to receive the check. Kind regards, Dyeisha [redacted] Customer Relations

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [redacted] ’s concern. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Ms. [redacted] may contact Conn’s regarding questions... by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com. Ms. [redacted] has stated in the complaint: She contacted us for repairs on her table, chairs and sofa but we refused to fix her items; andShe is requesting a refund for her warranty. Our investigation reveals that: Ms. [redacted] was approved for an exchange on her table only on 6/14/17. We have no records showing Ms. [redacted] has contacted us regarding any issues with her chairs since the date of purchase. Also, Ms. [redacted] is currently scheduled to have her loveseat assessed on 3/12/18; andMs. [redacted] may cancel her warranty at any time to receive a pro-rate refund as listed under the terms and condition. Our records show on 7/4/15, Ms. [redacted] purchased the [redacted] Counter table top and leg, four [redacted] Cherry Counter chairs, two [redacted] Tan loveseat, [redacted] Tan ottoman and a [redacted] desktop. We show Ms. [redacted] elected to purchase a 48-month FurnitureGard Plan for her furniture. We researched Ms. [redacted] ’s complaint and found that she contacted us on 5/29/17 for service on her table top. A service inspection was scheduled for 6/8/17. The serviceman found the table top finish was damaged. Ms. [redacted] was contacted and made aware that her table top and leg was approved for an exchange due to the unit was deemed uneconomical to repair. Our records we no longer had the same table Ms. [redacted] originally elected; therefore, she was approved for an in-store credit to reselect any item in the store for up to $259.99. Ms. [redacted] contacted our customer service department stating that she was unable to find a new table that matched her chairs and requested to have her chairs exchange as well; however, Ms. [redacted] was informed that we were unable to issue an exchange for the chairs since she did not originally purchase the table and chairs as a set and no issues were reported with the chairs. In regards to Ms. [redacted] ’s loveseat we show she first contacted us for service on 5/29/17 stating the cushions were flat. A service appointment was scheduled for 6/8/17. The serviceman found that the seat core was slightly flat. After further reviewing the serviceman’s report and photos taken at the time of inspection, Ms. [redacted] was made aware that the unit shows signs of normal wear with everyday use which is not covered by the warranty. Ms. [redacted] contacted service again on 6/19/17 regarding the same issue. However; her service order was canceled after numerous attempts to re-assess the furniture. We show Ms. [redacted] last service call on her loveseat was received on 2/12/18. Ms. [redacted] is currently scheduled to have a serviceman assess her loveseat on 3/12/18. Once the serviceman inspects the unit we can determine what further actions may be required. Conn’s value Ms. [redacted] as our customer and appreciates her for bringing this matter to our attention. Sincerely, Conn’s Inc.

Thank you for the opportunity to respond to Mrs [redacted] ’s complaint We researched Mrs [redacted] ’s complaint and found her issue has been addressed and resolved Our records show Mrs [redacted] was approved for an exchange on 9/28/15; she was issued a credit up to the original amount paid which was $1,to re-select a new TV Mrs [redacted] initiated her exchange that same day (9/28/15); we show Mrs [redacted] ’s new TV was delivered and received on 9/29/15in good order We sincerely apologize for any inconvenience Mrs [redacted] has experienced during this process If we may be of further assistance, Mrs [redacted] may contact Customer Service at [redacted] Kind regards, Jana A [redacted]

Thank you for the opportunity to respond to Mrs [redacted] complaintOur records show on2/7/16, Mrs [redacted] purchased the [redacted] sofa and loveseat and elected to purchase a 36-month FurnitureGard PlanWe researched Mrs [redacted] service history and found she contacted our service department on two separate occasions regarding repairs to her furnitureAfter further review of Mrs [redacted] service needs, Conn’s has agreed to issue an exchange for her sofa and loveseatMrs [redacted] may visit her nearest Conn’s to initiate the exchangeWe sincerely apologize for any inconvenience Mrs [redacted] experienced during this processIf we may be of further assistance, Mrs [redacted] may contact Customer Service at [redacted] Kind regards, Dyeisha [redacted]

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 Mr [redacted] s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letterAs a reminder, he 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 Mr [redacted] stated in his complaint that: He paid his account balance in full, but the account did not close; and he would like the account closedOur investigation reveals that: Mr [redacted] paid his account balance in full on April 27, 2017; and the account is now closedAccording to our records, Mr [redacted] paid his account balance in full on April 27, 2017; however, due to a system issue his account did not close As of July 5, Mr [redacted] s account is closed We have included a copy of his payment history as verification that the account is closed and no negative information was reported to the credit bureausConn’s values Mr [redacted] as a customer and sincerely apologizes for any inconvenience he experienced due to this matter

Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show on 7/7/16, Mrs [redacted] purchased a [redacted] Upright freezer and elected to purchase a 48-month Repair Service Agreement PlanMrs [redacted] ’s freezer was delivered and received in good order on 7/9/We researched Mrs [redacted] ’s complaint and found she contacted our service department on 7/22/stating her freezer is not freezing and is making a loud noiseA service appointment was scheduled for 7/25/16; during the inspection the technician was unable to find a functional failure and reported he informed Mrs [redacted] on proper operation and careWe show Mrs [redacted] contacted service again on 8/2/regarding the same issue and was scheduled for8/5/However; the technician reported Mrs [redacted] refused serviced and requested an exchangeMrs [redacted] was advised we would need to inspect the unit to determine if repair can be made but she refused therefore the service order was cancelledMrs [redacted] contacted service on 8/10/to continue with repair needs and was scheduled for 8/12/The technician found the blade and fan motor needed to be replacedThe technician has ordered the necessary parts which are scheduled to arrive on 8/16/Once the technician installed the new parts we can determine what further actions may be requiredAt this time Mrs [redacted] ’s freezer does not meet the qualification for an exchange; we will continue with repairsIf we may be of further assistance, Mrs [redacted] may contact us at 1-866-765-Kind regards, Dyeisha [redacted]

So according to conns they say they sent slats to my house but never didI have all the emails and not one of them say they were ordering slats for meI have already looked into a attorney and they will be handling this situation from here on outThanks

Thank you for the opportunity to respond to Mrs***’ complaintWe contacted Mrs [redacted] on 6/19/and her issue has been addressedWe sincerely apologize for any inconvenience Mrs [redacted] experienced during this processWe appreciate Mrs [redacted] for bringing this matter to our attention and have forwarded her information to upper management to ensure this does not happen in the future If we may be of further assistance, Mrs [redacted] may contact our Customer Service department at 1-877-358-1252.Kind regards,Dyeisha W [redacted]

Thank you for the opportunity to respond to Mr [redacted] ’s complaint As stated in our previous response our records indicate that his signed invoice verifies that he received a copy of Conn’s return and exchange policyWe have also confirmed that Mr [redacted] signed a voluntary repossession form and returned the television to our Conn's located in Gastonia, NCAt this time Mr [redacted] is will still be responsible for any residual balance remaining on the account Kind regards, Kristal [redacted]

Thank you for the opportunity to respond to [redacted] complaint Our records show on 12/20/10, Mr [redacted] purchased a [redacted] refrigerator and a [redacted] double oven with a 36-month Repair Service Agreement on both appliances; our records indicate the 36-month RSA coverage expired on both appliances as of 12/22/ Mrs [redacted] also purchased an [redacted] dishwasher with a 24-month Repair Service Agreement which expired on 4/09/ We show once the RSA coverage expired on all three appliances, Mr [redacted] purchased additional warranty coverage through Assurant Advantage We researched [redacted] complaint and confirmed his refrigerator and oven has been repaired In regards to his dishwasher our records show the parts were received on 7/31/ We scheduled an appointment for 8/3/15; however Mr [redacted] informed us that he would be out of town The appointment was rescheduled for 8/10/ upon request If we may be of further assistance, Mr [redacted] may contact our Customer Service department at 1-877-358- Kind regards, Jana Andrews

Thank you for the opportunity to respond to Mrs [redacted] complaint Our records show on 3/09/14, Mrs [redacted] purchased a Home Stretch (Double Play) furniture set which consisted of three pieces (reclining sofa, recliner, and reclining loveseat) with a 48-month Furnituregard Plan on all three pieces Mrs [redacted] elected to have her furniture delivered; which was completed on 3/11/ We researched Mrs [redacted] complaint and found her most recent service call was on 5/08/15regarding her recliner; stating the recliner was tearing on the front side A service call was placed on 6/06/15; during the inspection the serviceman found the recliner was torn/cut on the right side front and parts needed to be ordered The serviceman ordered the parts and they were shipped and received by Mrs [redacted] on 6/19/ Our records show we attempted to contact Mrs [redacted] on 6/23/15, 6/27/15, and 7/09/15to schedule an appointment to complete the repairs, but we were unsuccessful in our attempts Mrs [redacted] later contacted us and was scheduled for service on 8/07/ The day of service our records indicate the serviceman went to complete Mrs [redacted] repair; however there were no adults present and the serviceman contacted dispatch and was advised not to enter the residence Mrs [redacted] was contacted to confirm and reschedule; she has been scheduled for 9/04/15to complete repairs however we are trying to contact her to schedule a sooner date If 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 concerns regarding account *** Mr [redacted] believes payments were applied to his account incorrectly According to our records, Mr [redacted] signed a 32-month retail installment contract on December 21, That contract included our 12-month, no-interest financing promotion (“cash-option”) Per the terms of the “cash-option,” the “cash-option is void if the minimum monthly payment is not paid 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 “cash-option” expiration date If the “cash-option” is void, finance charges will be assessed from the date of purchase The original terms and conditions found in the retail installment contract will replace the “cash-option” addendum if the “cash-option” is void We have included a copy of Mr [redacted] ’s signed “cash-option” addendum for his records Mr [redacted] ’s total “cash-option” price was $ This amount included $for the merchandise and $for the insurance coverage Mr [redacted] received credit for the insurances he opted to cancel Mr [redacted] paid a total of $during the “cash-option” period This left an outstanding balance of $due on or before the expiration date of December 21, Mr [redacted] also stated he did not want the insurances on the accountMr [redacted] opted to cancel the optional insurances on the account and an insurance credit was applied to his account on December 29, Due to this being a secured retail installment contract, the merchandise must be insured with property insurance, either purchased through Conn's or provided by the customer under their own homeowner's or renter's policy until the contract is paid in fullIn the event the customer has an alternative insurance policy, they are able to send that policy into our insurance department to receive full credit if presented within days of the purchase date or prorated if after this time as long as the declaration pages shows coverage from the date of purchase to the present dateMr [redacted] provided proof of insurance and an insurance credit was applied to his account on December 30, Conn’s respectfully disagrees that the payments and credits were applied to Mr [redacted] ’s account incorrectly The “cash-option” was void due to the unpaid portion of the total “cash-option” not being paid within 10-days of the expiration date of December 21, We have included copies of Mr [redacted] ’s signed documents as well as his payment history for his records Conn’s values Mr [redacted] as a customer and appreciates him for bringing his concerns to our attention

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to Mr [redacted] 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 [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 contacted us for service on his range and was advised that we could not repair due to incorrect model number; 2) He has contacted us several times but has not received a call back; and 3) He is requesting that we repair his range Our investigation reveals that: 1) Mr [redacted] received the incorrect range at the time of delivery; 2) We attempted to contact Mr [redacted] but was unsuccessful and left and voice message to return our call; and 3) We have agreed to issue an exchange on the range up to the original amount paid Our records show on 11/29/15, Mr [redacted] purchased a [redacted] electric range and elected to purchase a 24-month Repair Service Agreement Plan We researched Mr [redacted] complaint and found that he contacted our service department on 4/12/stating that the temperature on his range is not regulatingA service appointment was scheduled for 4/26/as requestedDuring the inspection, the technician found the model number on Mr [redacted] range does not match the model number in our system After further review of Mr [redacted] complaint, we were able to confirm that the incorrect range was originally deliveredDue to the inconvenience, we have agreed to issue an exchange on Mr [redacted] refrigerator up to the original amount paidMr [redacted] may visit his nearest Conn’s to initiate the approved exchange Conn’s values Mr [redacted] as a customer and appreciates him for bringing this matter to our attention

Conn Appliances, Inc(“Conn’s”) appreciates the opportunity to respond to 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 recordOur contact information is located on Ms [redacted] ’s 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: she began receiving collection calls when your account became past due; and she would like the calls to stopOur investigation reveals that: Ms [redacted] began receiving collection calls when her account became past due; and we have placed a cease communications on the telephone numbers associated with the accountAccording to our records, Ms [redacted] signed a 32-month retail installment contract on July 21, She agreed to have her minimum monthly payment of $due on the 21st of each monthWhen 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 [redacted] may pay in her local Conn's store, by mail, over the phone, or online where we also offer the option to schedule recurring payments if it is more convenient for her, before the due dateAdditionally, if Ms [redacted] pay date has changed, she may benefit from requesting a change of her due date each monthWe ask that Ms [redacted] contact us if she would find this beneficialAlthough Conn’s would prefer to keep the lines of communication open, we have placed a cease communication on the telephone numbers associated with your account

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: Monday, December 28, 8:PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint # [redacted] I would like to thank Conn's for clearly stating their return/exchange policy in bold printIt clearly states return/exchange if found defective by a service technicianNowhere does it state exchange onlySince they were clearly stating their policy, nowhere does it say additional insurance is required nor was I ever offered any additional insurance except for homeowners which I did purchase I have never been given an explanation why the day sleep guarantee was also never honoredYet when I purchased the mattress I was told it came with day sleep guarantee In Sept when I received the 2nd defective mattress I tried then to just exchange the mattress and box spring for a different name brand mattress but they also at that time refused to do that stating that the bed frame did not meet manufacturer's standardsYet the1st defective mattress sitting on the exact same frame did They did nothing to resolve this problem until Nov 30thI will agree to exchange the mattress and box spring only if Conn's accepts responsibility for taking so long to resolve this problem an waivers all late charges an interest and the account still has months same as cash with no interest charged if paid in full by July 28th of 2016..exactly as it was when I purchased it I am not responsible for causing this problem or their negligence in resolving it..so I certainly shouldn't be expected to pay for itThank you again for resolving this matter[redacted]