Alan J. Slobodnik, M.S.W.

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

located on Mrs. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.   Mrs. [redacted] stated in her complaint that: she faxed her driver’s license and social security card as verification of her name change; and she would like the last name updated on the account. Our investigation reveals that: Mrs. [redacted] faxed over proof of her name change; and Conn’s is in the process of making the corrections. According to our records, Mrs. [redacted] faxed her driver’s license and social security card on January 19, 2018 as verification of her last name changing.  Conn’s is in the process of updating the last name on Ms. [redacted]’s account. Please note this may take one to two billing cycles to complete.  Conns values Mrs. [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.

Thank you again for the opportunity to respond to Ms. Harris' concerns.  As stated in our previous response, On [redacted] Ms. Harris submitted her payment through our webpay service.  That payment was returned by her financial institution due to “account not found;” however, the “cash-option” was lost due to the number of late payments assessed on the account.  
Conn’s is unable to reinstate the “cash-option” due to payments not being made timely on the account.  We have included copies of Ms. Harris’s signed documents and payment history for her records. 
Conn’s values Ms. Harris as a customer and appreciates her for bringing her concerns to our attention.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 1/18/16, Mr. [redacted] purchased a [redacted] washer and dryer which come with a 1-year limited manufacturer’s warranty; no additional coverage was purchased with Conn’s. We researched Mr. [redacted] service...

history and found he contacted us on3/31/16 stating the dryer is making a loud rattle noise. A service appointment was scheduled for 4/4/16; during this inspection the technician found a part was need for repair. The technician returned the following day 4/5/16 and replaced the ASM bracket idler to complete repairs; no further issues were reported. Our records show Mr. [redacted] contacted service again on 8/2/16stating his dryer made a loud noise and turned off now the unit is not working. Mr. [redacted] is currently has an appointment scheduled for 8/8/16; once the technician inspects the dryer we can determine what further actions are required. In regards to the property insurance, our record show Mr. [redacted] signed his contract acknowledging that he was aware and agreed to purchase Conn’s Property Insurance. Although consumers are not required to purchase insurance with Conn's, they must provide proof of their homeowners/renters insurance when making a purchase. However; Mr. [redacted] may fax over a copy of his homeowner/renter insurance as well as the attached cancellation request to 1-855-593-5465 to have the insurance removed from his account. If we may be of further assistance, Mr. [redacted] may contact us at 1-866-765-1513. Kind regards, Dyeisha [redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mrs. [redacted] concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mrs. [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.  Mrs. [redacted] has stated in the complaint: 1)       She has contacted us numerous times for repairs to her refrigerator but has not received assistance; and 2)       She is requesting to return the refrigerator for a refund and have the account closed.       Our investigation reveals that: 1)    Mrs. [redacted]’s refrigerator has been repaired; and 2)    We are unable to honor Mrs. [redacted]’s request.     Our records show on 7/26/16, Mr. [redacted] purchased a ** side-by-side refrigerator which comes with a 1-year limited manufacturer’s warranty. Mr. [redacted] declined to purchase additional coverage with Conn’s.   We researched Mrs. [redacted]’s complaint and found that she first contacted our service department on 11/15/16 stating that the icemaker would not shut off. A service appointment was scheduled for 11/21/16. During the inspection the technician found parts were needed for repair. Our records show we received the parts on 11/29/16 and Mrs. [redacted] was scheduled for installation on 12/5/16 as requested. During the installation the technician found additional parts were needed to complete the repairs. The parts were ordered and received on 12/12 /16 and Mrs. [redacted] was scheduled to install on 12/15/16. The technician reported he installed all parts, tested all functions on the unit and the refrigerator was working up to specifications.   We show Mrs. [redacted] contacted our service department again on 5/24/17 stating that the refrigerator’s freezer was freezing over. A service appointment was originally scheduled for 5/31/17 but had to be rescheduled for 6/5/17. During the inspection the technician found the fan motor needed to be replaced. We show the part arrived on 6/13/17 and Mrs. [redacted] was scheduled for 6/15/17. However the incorrect part was received and had to be re-ordered. Once the part was received Mrs. [redacted] was scheduled to install on 7/4/17. The technician reported he installed the new fan motor and controller to complete the repairs. The technician also notated that he damaged the shelving in the freezer when installing the parts.   Mrs. [redacted] has spoken with our service claims department regarding her concerns and Conn’s has agreed to replace her refrigerator up to the original amount paid.  Mrs. [redacted] is aware that she will need to visit her nearest Conn’s to reselect and that the approval is only valid for 30 days.   Conn’s values Mrs. [redacted] as a customer and appreciates her for bringing this matter to our attention.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Mr. [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, 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: He has contacted us several times to have his furniture repaired;We are only willing to replace part of the furniture and not the set; He is requesting a refund for the amount he has paid for the furniture for a year. Our investigation reveals that: We have repaired Mr. [redacted]’s furniture in accordance to the terms and conditions of the FurnitureGard Plan.  Mr. [redacted] has been made aware that only his sofa meets the qualifications for an exchange; andAt this time we are unable to honor Mr. [redacted]’s request. Our records show on 12/16/16, Mr. [redacted] purchased the [redacted] Reclining furniture which consists of three pieces (loveseat, sofa, and recliner) and elected to purchase a 36-month Repair Service Agreement Plan.   We researched Mr. [redacted]’s complaint and found that he has contacted us twice for repairs on his sofa and loveseat. Our records show Mr. [redacted]’s first service call was received on 3/25/17 stating the seams are coming undone on the armrest of the sofa and there is gap in between the console and seat of the loveseat. A service appointment was scheduled for 4/14/17. During the inspection the serviceman found the mechanism on the loveseat is bent and the stitching undone on the sofa. The serviceman report that he was able to re-stitched the arm rest cover on the sofa but notated that a new mechanism was needed for the loveseat. Once we received the new mechanism the serviceman returned and installed the part on 5/50/17.   We show Mr. [redacted] contacted us again on 11/25/17 stating the armrest on the sofa is falling off and the loveseat has a gap between the consoles and seat. A service appointment was scheduled for 12/16/17. During the inspection the serviceman reported that he was unable to repair the armrest on the sofa but notated parts were needed to complete repairs on the loveseat. We contacted Mr. [redacted] and informed him that his sofa was approved for an exchange due to the unit was deemed non-repairable. However; parts were ordered to complete the repairs on the loveseat. Our records show the part arrived on 12/21/17 and Mr. [redacted] was contacted to scheduled installation but he refused further repair therefore; his service order was canceled.   Although we are unable to honor Mr. [redacted]’s request to receive a refund, he may visit his nearest Conn’s location to initiate the approved exchange on his sofa.   Conn’s value Mr. [redacted] as our customer and appreciates him for bringing this matter to our attention.       Sincerely, Conn’s Inc.

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.]Conn’s employee, Dyeisha W[redacted], reply to my complaint about
the poor service in fixing our [redacted] Top Loading Washer is fairly stated.
What Ms Dyeisha W[redacted] failed to state is the hours and many telephone calls
it took to get the job done in a timely fashion.
In review, the call
went out to Conn’s for a service on July 28th. The Service Tech
showed up as scheduled on Wednesday August 5th. Service Tech [redacted]
did advise that parts had to be orders.
And yes Conn’s did complete the repairs on Wednesday August 12th.
What Conn’s has
failed to state is :
Service Tech [redacted] stated he would be on vacation the week of August 10 thru August 16 Conn’s order the repair
parts on August 10th, 5-days after Service Tech [redacted] schedule call on August 5th..
Conn’s advised me
[redacted] that the ordered repair parts would not be available until
Monday August 17. (August 17th is the scheduled return from
vacation date of Service Tech [redacted]). A Service appointment would be schedule
and repairs to the [redacted] washer would be completed at that time.
Conn’s failed to state
that after many phone calls and e-mails to Conn’s Service (800) 266-6349,
and telephone calls to Conn’s Corp office in the [redacted] we got
action.
The repair parts came in
and  the [redacted] washer was repaired
on August 12th .
Therefore there is no
need to contact Conn’s as the [redacted] Washer
is operating as designed.
Conn’s advise that they
would call back, I’m still waiting for that call back telephone call Conn’s.
Regards,

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show onSeptember 17, 2015, Mr. [redacted] purchased a [redacted] queen mattress with a 36-month Furnituregard Plan.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time...

of purchase which states:No Returns/Exchange 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 mattress delivered; which was completed onSeptember 22, 2015.   We researched Mr. [redacted]’s complaint and found he contacted us onOctober 14, 2016; stating his mattress was sinking in on both sides.  OnOctober 17, 2016, Mr. [redacted] was contacted and advised that a service call was scheduled forOctober 21, 2016.  During the inspection the serviceman found Mr. [redacted]’s mattress had a 1 inch body impression on the right side, the edge was leaning over, and the padding was bunching up.  OnOctober 25, 2016, Mr. [redacted] was contacted and advised that the 1 inch body impression was considered normal with everyday use and that the shifting on the fabric was normal with movement.    At this time we are unable to honor Mr. [redacted]’s request to exchange his mattress.  As listed in [redacted] Warranty Information: A body impression less than 1 ½ inches is normal and not covered.    We have included a copy of [redacted] Warranty Terms and Conditions in our response.   If we be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.      Kind regards,     Jana [redacted] Customer Relations

Thank
you for the opportunity to respond to Mrs. [redacted]s additional comments. When an
exchanged is approved, the old unit is returned and a new unit is received. As
mentioned in our previous response, Mrs. [redacted] was approved for an exchange to
re-select a refrigerator for up to $1749.99 under the Terms and Conditions on
the RSA on 7/29/15. Mrs. [redacted] initiated her exchange on 9/13/15 and
re-selected a [redacted] French door refrigerator that retailed at $2199.99 and
elected to purchase an additional 48-month RSA Plan for $449.99 totaling
$2902.09. The credit of $1894.36 (1749.99 plus taxes of $144.37 for old unit)
was applied towards the purchase of her new refrigerator and additional
warranty leaving a remaining balance of $1007.73
(the difference in price of the refrigerator
and warranty) that was financed on a separate account. Mrs. [redacted]s
original contract remains in effect because the [redacted] refrigerator replaced
the ** refrigerator which still had a remaining balance, no changes are made in
the monthly payments owed.
Mrs.
[redacted] currently has two open accounts with Conn’s. The account ending in 33 is
for the [redacted] refrigerator which replaced the ** refrigerator and the account
ending in 34 is the difference in price of the [redacted] refrigerator and additional
48-month RSA Plan that was financed; no additional credit is due.
If we may be of further assistance, Mrs.
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha W[redacted]Customer Relations











12/28/2015






Complaint

There was once a time in America whereby companies would do whatever was needed to maintain that customer. I understand that we live in a different time but Conn's as a business has destroyed the idea of attempting to resolve a customers issue. So as not to bore anyone with the details let me simply...

say this. DO NOT PURCHASE ANYTHING FROM CONN'S under the 12 months same as cash option! It is NOT 12 months SAME AS CASH under the simplest of understandings. It is SAC if you:
1. Pay on time or within the "grace period of 10 days"
2. Never miss a payment
It doesn't matter that your balance will be paid in full within the 12 month period.
It doesn't matter if you pay more than the assigned amount
It doesn't matter if you attempt to resolve your issue with "customer service"! by the way, CUSTOMER SERVICE at CONN'S is a bit of a misnomer. It should be called CUSTOMER....SO!!
Let me reiterate.
DO NOT PURCHASE ANYTHING FROM CONN'S under the 12 months same as cash option. EVER!! It is by its very nature a grand hustle.







Desired Resolution

I simply wish to pay what I owe within the 12 months. Nothing more, nothing less. Actually, I wanted to purchase another item upon completion of this "SAME AS CASH" contract but of course, if no resolution can be met I will NEVER purchase another item from CONN'S again.

Consumer Business Dialog

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.  
Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:I reached out to you a while back about Conns not paying me my 965.00 refund. I was informed by you to let you know if they never paid me. Well they never paid me and I have been waiting since August(Hurricane Harvey). You informed me to contact you after Feb 9thTranslateDesired Resolution / OutcomeDesired Resolution:RefundselectDesired Outcome:I need right away as I am a senior citizen still recovering from Hurricane Harvey

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.

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

located on Ms. [redacted]’s retail installment contract or promissory note and security agreement, invoice, coupon book, and welcome letter. As a reminder, she may contact Conn’s regarding questions about her purchase by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.     Ms. [redacted] stated in her complaint that: She paid her account balance in full but the account has not closed; and   she would like her account closed and corrections to her credit report.   Our investigation reveals that: we have located Ms. [redacted]’s missing payment; and we are in the process of posting the payment to Ms. [redacted]’s account, closing the account and removing the delinquent credit marks. According to our records, Ms. [redacted] signed a 36-month retail installment contract on July 30, 2017.  Ms. [redacted] mailed her final payment; however, the payment did not include the account number.  We have located the missing payment and we are in the process of applying the payment to Ms. [redacted]’s account.  Once the payment posts, any delinquent credit marks assessed on the account due to the missing payment will be reversed. We ask that Ms. [redacted] please allow the credit bureaus 30-60 days to update their records. Conn’s values Ms. [redacted] as a customer and sincerely apologizes for any inconvenience she experienced due to this matter.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show on [redacted] top load electric dryer with a 48-month Repair Service Agreement.  Mr. [redacted] was provided a copy of Conn’s Return & Exchange Policy at the time of purchase which 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 whileunder manufacturer's warranty or Conn's RSA, Conn's Factory Authorized Service will repair your product according to these warranties.Mr. [redacted] elected to have his dryer delivered; which was completed onSeptember 7, 2015.   We researched Mr. [redacted]’s complaint and found he contacted us onOctober 26, 2016; stating the dryer was making a strange humming noise.  We show Mr. [redacted] was scheduled for service onOctober 31, 2016; however at Mr. [redacted] request the service order was rescheduled.  OnNovember 1, 2016andNovember 2, 2016we attempted to contact Mr. [redacted] to reschedule but we were unsuccessful and due to no contact Mr. [redacted]’s service order was cancelled.  OnNovember 8, 2016, a new service order was created and Mr. [redacted] is currently scheduled for service on Monday November 14, 2016.Our records indicate we have a part on hand (idler pulley) if the pulley is defective; repairs are scheduled to be completed onNovember 14, 2016.   If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252.      Kind regards,     Jana [redacted]

Thank you for the opportunity to respond to Mr. [redacted] additional comments. We apologize for the delay. Our records show we processed Mr. [redacted] gift card on 6/21/17. We will mail Mr. [redacted] gift card to the address listed on file. We ask to please allow 7-14 business days to receive.

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,
 I provided my home number as part of the complaint [redacted].

Thank you for the opportunity to respond to Mrs. [redacted]’s additional. As mentioned in our previous response, based on the serviceman’s report and photos provided before and after installation our furniture coordinator determined the furniture displays normal perception. We show during a follow-up call, Mrs. [redacted] did state that she was not satisfied the repairs however; based on the photos and inspection report the furniture is up to manufacturer’s specifications. Again, as of 12/21/16 Mrs. [redacted] no longer has coverage on her furniture to review other options; no further action is required by Conn’s.  If we may be of further assistance, Mrs. [redacted] may contact Customer Service at 1-877-358-1252  Kind regards, Dyeisha [redacted]

Thank you for the opportunity to respond Mr. [redacted]’s additional comments.  As mentioned in Mr. [redacted]’s original response dated (2/26/16); Mr. [redacted] contacted our service department on 1/11/16 stating the leather us tearing on his loveseat.  A service appointment was scheduled for 1/20/16; during the inspection the serviceman found the leather cracking on the right inside back and on the right inside/outside of the arm casing.  After reviewing the serviceman’s findings and photos provided at the time of the inspection; Mr. [redacted] was contacted and advised that the issues reported to the headrest and armrest are the result of normal wear and tear which is not covered under the Terms and Conditions of the manufacturer’s warranty or Furnituregard Plan.  Please reference to the Terms and Conditions of the Furnituregard Plan (Number 15 – What Is Not Covered).  Again, at this time we are unable to honor Mr. [redacted]’s request to credit his account or return/exchange his furniture.  Based on the serviceman’s findings the damages reported are of normal wear and tear from everyday use which is not under covered.    If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at 1-877-358-1252. Kind regards,  Jana A[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.  
I appreciate that they finally credited my account, however both accounts are due on the 20th of the month and it there would not have made any sense to overpay one account and leave the other delinquent, I told him that I had to accounts due on the same date and when I went to the store that I always pay my account, she too explained to them that I had two accounts that are scheduled for the same date. Thank you for correcting because they started attaching late charges to my 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.  
As I previously stated a number of times, I did in fact sign up for the unemployment insurance and have attached my copy of the paper that shows this information. I am not asking for it to be "added" at this point all I am asking for if you to honor what the original contract shows. I have requested a number of times for someone to contact me regarding this even thru here and yet you seem to refuse to contact me and I do not understand why that is. again PLEASE contact me regarding this so that we may rectify this situation. my phone number is [redacted] I have again attached a copy of my paper work that shows I did in fact sign up for this insurance and this has been previously submitted to you twice now for your review.Also on a side note I again called the location where I purchased my items and "pretended" to be looking at buying a laptop and asked about the insurance and was AGAIN told my a salesman that all the insurance INCLUDING unemployment insurance comes with the purchase (which is exactly what I was told when purchasing my equipment)
Regards,

Thank you for the opportunity to respond to Mr. Dlugosz’s concerns regarding account [redacted]1770.  Mr. Dlugosz stated he was not aware of the protection plan nor the administrative fee on his account. He would like credit on his account. According to our records, Mr. Dlugosz signed a...

24-month promissory note and security agreement on January 31, 2017.  That contract did not include our repair service agreement (RSA).  Mr. Dlugosz signed the promissory note and security agreement accepting the administrative fee.  We have included a copy of Mr. Dlugosz’s singed agreement. Conn’s respectfully disagrees that a credit should be applied to the account for RSA coverage, as Mr. Dlugosz did not purchase RSA coverage.  We are unable to credit the administrative fee as Mr. Dlugosz accepted the fee at the time of purchase. Conn’s values Mr. Dlugosz 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]’s concerns. We have a more than 120-year history of quality customer service and satisfaction, and we would not want anything to impair that record. As a reminder, Mr. [redacted] may contact Conn’s regarding questions...

by calling our Customer Service Helpdesk at 1-877-358-1252, or on-line at www.conns.com.  Mr. [redacted] has stated in the complaint: 1) that the finish is coming off his furniture and we will not repair the item   Our investigation reveals that: 1) the reported damage is not covered under the Terms and Condition of the manufacturer’s warranty.     Our records show on 8/27/16, Mr. [redacted] purchased the West Ave media stand, cocktail table and two end tables which come with a 1-year limited manufacturer’s warranty. Mr. [redacted] did not elect to purchase additional coverage with Conn’s. We reviewed Mr. [redacted]’s service history and found that he contacted our service department on 9/06/16 stating the door on the media stand is warped and will not close and also the drawer on the cocktail table is stuck. A service appointment was scheduled for 9/22/16. During the inspection, the serviceman found the left door was not adjusted on the media stand and the draw on the cocktail table is sticking out. The serviceman was able to render minor repairs by adjusting the left door on the media chest and shaved off the guides on the cocktail table to complete repairs.    Our records show Mr. [redacted] contact service again on 3/21/17 for repairs on his cocktail table, media stand and end table due to the finish coming off and bubbling up. A service appointment was scheduled for 4/1/17. During the inspection the serviceman found the veneer on the top of end table is chipped and bubbled up, the veneer on the media stand is bubbled on the top right and front edge and the drawer guide on the cocktail table is sticking. The serviceman reported that he attempted repairs on the cocktail table by sanding the guides, but the drawer still would not close. We show Mr. [redacted] was contacted 4/5/17 and advised that we have ordered a new drawer for the cocktail table. However; the reported damages to the end table and media stand is not covered under the Terms and Conditions of the manufacturer’s warranty. Mr. [redacted] has been informed that once we received the part to repair the cocktail table, he will be contacted to schedule installation.             At this time we are unable to honor Mr. [redacted]’s request to exchange his items or offer a price concession. However; we will continue with repairs to the cocktail table.            Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.