Alan J. Slobodnik, M.S.W.

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 stated in my dozen phone calls and letters, and my initial complaint, we specifically asked if this washer would water hammer at the [redacted]e pf purchase, and were told that NO it would not, that the manufacturer has taken care of that issue. That is the ONLY reason we purchased this machine! Otherwise we were looking at the older style washers. We feel that we were told this in order to get us to purchase a more expensive machine. Had we been told that honestly the washer DOES water hammer, we would NOT have purchased it! By offering to keep it and have the issue fixed, it would have saved Conn's a return, and therefore they would have made more money. You would think they would be more than happy to fix the problem. But we will NOT pay any fees incurred in a return, since it is the stores fault for LYING to us about this machines performance. If they do not fix the issue or accept the Washer/Dryer (since it is a matching set) back WITHOUT incurring ANY fees on our part, then this complaint will NOT be resolved.
Regards,
[redacted] & [redacted]

Thank you for
the opportunity to respond to Mrs. [redacted]’s concerns regarding account
[redacted]1430.  Mrs. [redacted] stated she
paid for the Repair Service agreement on her laptop, the laptop was damaged,
but the laptop has not been replaced.
According to
our records, Mrs....

[redacted] signed a 30-month retail installment contract on
March 10, 2014.  Mrs. [redacted] brought
the unit in for repair on March 31, 2015. 
The unit could not be repaired and Mrs. [redacted] was offered an
exchange up to the purchase price of the computer.  The unit was outside the manufacturer’s
warranty; therefore the exchange was processed under the repair service
agreement.  Since Mrs. [redacted]’s
original computer was more than a year old, Conn’s no longer had that model
number in stock. 
On April 11,
2015, Mrs. [redacted] contacted our customer service department stating she did
not want to pay the difference for a new computer and opted not to have the
credit posted to her account. 
As of August
10, 2015 the payoff balance is $1136.97. 
This amount includes a past due balance of $176.50.  Please note, the payoff balance updates daily.  If Mrs. [redacted] would like to pay the
account balance in full, we ask that she contact us the day she plans to submit
the payment for an up-to-date payoff quote. 
If Mrs.
[redacted] chooses, we can apply the credit of $1099.99 to the account and the
account will close; however, we are unable to remove the negative credit marks
earned on the account due to non-payment. 
We have
attached a copy of Ms. [redacted]’s payment history for her records.  We value Mrs. [redacted] as a customer and
appreciate her for bringing her concerns to our attention. 
Thank you,Cheryle [redacted]

Thank
you for the opportunity to respond to Mr. [redacted] complaint. Our records
show on 8/28/12, Mr. [redacted] purchased a [redacted] notebook and elected to
purchase a 37-month Repair Service Agreement with Accidental Damage which
expires on 9/28/15.
 
We
reviewed Mr. **...

[redacted] service history and found his notebook has been in
service on seven separate occasions dated from (1/2/13 to 9/14/15).
 
·        
1/2/13- Problem Description: Mouse freezing keeps
shutting down; Resolution: Systems restore.
·        
3/28/13- Problem Description: Bottom is cracked and top half of
laptop is loose. Resolution: Replaced Palm reset and base.
·        
7/8/13- Problem Description: Customer states power cord not charging the computer;
Resolution: Replaced AC Adapter.
·        
4/11/14- Problem Description: Over heating/mouse frozen; Resolution: Replaced base and
restored OS Test ok.
·        
12/3/14- Problem Description: Unit keeps heating up and turning off; Resolution:
Cleaned fan and restored OS, Unit tested ok.
·        
1/16/15- Problem Description: Screen cracked, unit is overheating; Resolution:
Replaced bottom housing and bezel.
·        
9/18/15- Problem Description: Screen freezes, unit overheating and turns off on its
own. Currently assigned to service tech however; need customer’s password but
has been unsuccessful contacting the customer. Left voice messages requesting
password to notebook on 9/24/15, 9/25/15 and 9/2815. Mr. [redacted] may contact our
Service Department at 1-855-266-6349 to provide his password in order to assess
the notebook.
 
At
this time Mr. [redacted] notebook does not meet the qualification for an
exchange; we will continue with any covered repairs. Mr. [redacted] will need to
contact our Service Department at 1-855-266-6349 and provide his password in
order to assess the notebook.  As listed under the [redacted] of the
RSA/ Accidental Damage Plan Mr. [redacted] received at the time of purchase: Number (7) Limit of Liability; (v); if it is unable to repair the product after three service attempts
for the same component within a 12 month period, then: a. [redacted] will provide a replacement product with equal or
similar features and functionality, up to the original purchase price of the
covered product if a replacement product is available.
 
 
If we may be of further assistance, Mr.
[redacted] may contact Customer Service at 1-877-358-1252.
 
Kind regards,
 
Dyeisha [redacted]

Thank you for the opportunity to respond to Mr. [redacted]’s complaint. Our records show on 5/9/15, Mr. [redacted] purchased the [redacted] furniture set which consist of two pieces (left sofa and right chaise) both with a 1-year limited manufacturer’s warranty only; no additional coverage...

was purchased. We researched Mr. [redacted]’s complaint and found he contacted our service department on 5/30/15, stating the back snapped on the sofa. A service appointment was scheduled for 6/4/15; during the inspection the serviceman found the back wood frame support was broken. The serviceman was able to repair the sofa by re-installing the wood frame with two wooden screws. The serviceman also reported the seats appeared to be sagging on the right chaise although it was not initially reported and we created a new work order to add additional foam. On 6/23/15, the serviceman returned to Mr. [redacted]’s residence and added three layers of 1” foam between the seat core and springs to complete repairs. Our records show Mr. [redacted] contacted our service department again on 7/24/15, stating the right chaise has a tear on the seat cushion and the sofa has a tear between the arm and cushion. A service appointment was scheduled for 8/4/15 to have a serviceman assess the reported damages. Once we received the serviceman’s report we can determine what further actions are required. At this time Mr. [redacted]’s furniture does not meet the qualification for an exchange under the Terms and Conditions of the manufacturer’s warranty, we will continue with any covered repairs; no additional warranty was purchased with Conn’s. If we may be of further assistance, Mr. [redacted] may contact our Customer Service department at [redacted]. Kind regards,  Dyeisha W[redacted]

Thank you for
the opportunity to respond to [redacted] concerns regarding account
[redacted].  [redacted] stated he paid his
account balance in full; however, his account did not close.
 
According to
our records, [redacted] signed a 24-month retail installment contract on...

June
4, 2014.  That contract included our
property insurance. Due to this being a secured retail installment contract,
the merchandise must be insured until the account is paid in full. In the event
the customer has an alternative insurance policy, they are able to send that
policy in to our insurance department to receive full credit as long as the
declaration page shows coverage from the date of purchase to the present date.
 
On July 16, 2014, [redacted] paid
the invoice balance of $1298.97; however, he did not pay the amount owed for
the property insurance.  This caused [redacted] account to remain opened. 
 
As a gesture of goodwill, we have
agreed to honor the amount paid and close the account.  We have also submitted a request to the
credit bureaus to remove the credit mark assessed on the account.  We ask that [redacted] please allow 7-10
business days for the account to update and reflect a closed status.  We also ask that [redacted] please allow the
credit bureaus 30-60 days to update their files. 
 
Conn’s values [redacted] as a
customer and sincerely apologizes for any inconvenience he may have experienced
due to this matter.  Thank you,Cheryle S[redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s complaint. Our records show Mrs. [redacted]’s issue has been addressed with the store manager. We attempted to contact Mrs. [redacted] on 5/13/16 to verify if this matter has been resolved but were unsuccessful. We show Conn’s agreed to...

honor the price tag listed at the time of purchase and Mrs. [redacted] received a concession for $310.10 on her invoice as well as a $50 gift card for the inconvenience. Our records show the recliner was exchange and re-delivered in good order on 4/21/16. Also Mr. [redacted] did receive a 10% damages concession as agreed for his media chest in the amount of $44.99. We sincerely apologize for any inconvenience Mr. and Mrs. [redacted] experienced during this process. If we may be of further assistance, Mrs. [redacted] may contact us directly at 1-866-765-1513. Kind regards,Dyeisha [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.   As long as everything is taken care of before sat because the sale for the set I already chose changes then also I never received stacking kit I paid for so I expect to receive the money back or stack kit or a [redacted] stack kit included in

According to
our records, Ms. [redacted] signed a 32-month retail installment contract on July
3, 2015.  Ms. [redacted] received free
delivery at the time of purchase.  On
July 4, 2015 Conn’s attempted to deliver the product; however, the product
would not fit through the door.  On...

July
5, 2015 the delivery was attempted once more. 
Our delivery team had to find an alternate way to bring the product into
Ms. [redacted]’s home, as it would not fit through the front door.  The delivery team had to hoist the sofa over
the balcony to get the product into the home. 
Ms. [redacted]’s patio table was damaged in the process and the sofa pillows
fell on the ground.  Ms. [redacted] received
compensation from delivery for the damaged table and new pillows were ordered. 
 
Ms. [redacted] was
offered a $100 gift card for her experience and received the gift card on
August 11, 2015 via FedEx.
 
We are unable
to reinstate the “cash-option” or remove the negative credit marks assessed on
the account as Ms. [redacted] has not made any payments on the account.  We are obligated to report factual information
to the credit bureaus and cannot remove negative credit marks assessed due to
payments not being made timely. 
 
Conn’s
respectfully disagrees that Ms. [redacted] was offered a 10% discount off her
purchase, as we have no record of a 10% discount being extended to Ms.
[redacted]. 
 
We value Ms. [redacted] as a customer and appreciate
her for bringing her concerns to our attention.Thank you,Cheryle [redacted]

Thank you for the opportunity to respond to Mrs. [redacted]’s
additional comments. Since our previous response, we show a new service order
was created on 3/6/17 to re-assess Mrs. [redacted]’s refrigerator due to unit
making loud noise. Mrs. [redacted]’s appointment is scheduled for 3/17/17; once
the technician assess the unit we can determine what further actions are
required.
 
In regards to the food loss claim, we show the claim has been
submitted for processing. We ask that Mrs. [redacted] please allow up to 7-14
business days for processing.
 
 
If we may be of further assistance, Mrs. [redacted] may contact
us at 1-866-765-1513.
 
Kind regards,
 
Dyeisha
[redacted]
Customer
Relations
1-866-765-1513

Thank you for the opportunity to respond to Mrs. [redacted] complaint. Our records show on 4/27/16, Mrs. [redacted] purchased a [redacted] washer and elected to buy a 24-month Repair Service Agreement Plan. Mrs. [redacted] machine was delivered and received in good order on 4/28/16. We...

show Mrs. [redacted] contacted our delivery department later the same day stating the unit stop working during mid cycle. Conn’s approved an even exchange, and a new washer was delivered and signed acknowledging the item was received in good order on 4/30/16. We researched Mrs. [redacted] complaint and found that she contacted our service department on 11/18/16 stating a technician just left her home and informed her that the drums needed to be replaced. Mrs. [redacted] was told that we did not currently have a service order regarding any repairs for her unit. Conn’s service representative was able to verify that Mrs. [redacted] contacted the manufacturer for repair and they sent their service technician out to assess her repair needs. Mrs. [redacted] was educated that she would need to contact the manufacturer for further assistance or she could schedule an appointment to have a Conn’s technician re-assess the unit. Our records show on 11/28/16, Mrs. [redacted], scheduled a service appointment through Conn’s Service Request Center online. Mrs. [redacted] has been contacted a made aware that she is scheduled for the first available date on 12/7/16. Once the technician assesses the unit, we can determine what further actions may be required. Although we are unable to honor Mrs. [redacted] request; we will continue with any covered repair needs. If we may be of further assistance, Mrs. [redacted]  may contact Customer Service at 1-877-358-1252  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.]
Regards,  
    Good Morning, I just receive a reply from Revdex.com concerning the exchange of my refrigerator . As I have stated many times before I can only use in my home a 33 in wide refrigerator. I was told by Conns Help Desk that I could do that even if they had to bring one in from outside the company. I was also told I that I could receive a refund from Conns due the fact I they could only exchange for the same type I had. I had the Tech that came to my home an worked on my refrigerator call me 2 days ago he told me that these ** refrigerators have a lot of problems and are not dependable. Why would I want the same problems I got now. Please refund my money so I can get me another Refrigerator that is what I want and much cheaper and a whole lot better that what I have. I would a full refund on what I have paid to Conns , I was Told $700 dollars a while back. I have been in the hospital for 6 days with Blood Clots in both legs an DVTs in both legs my Doctor said this was brought by stress that I have been under. I have spoken with my attorney and he wants me pursue legal action on this matter. I would rather have my refund and forget about my Conns experience, especially with one tells you one thing an another tells you another. I didn't ever know what to believe when it came to talking with there employees. Please help me with my request. I will never bother Conns again for anything.  Thanks[redacted]

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns.  As stated in our previous response, Conn’s is working diligently to resolve the issue and close Ms. [redacted]’s account.  We have taken measures to prevent collection attempts while we are in process of closing the account. Again, 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 concerns regarding account [redacted].  Mr. [redacted] stated he did not authorize the credit application to be processed and all his payments have been on time and he would like the credit mark removed.   According to our records, Mr. [redacted]...

signed a 32-month retail installment contract on January 17, 2015.  He agreed to have his minimum monthly payment due on the 20th of each month.  Mr. [redacted] made his May 20, 2016 payment on June 22, 2016 causing a 30-day credit mark to be assessed on the account.  We have included 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 mark assessed on the account due to payments not being made timely.    Mr. [redacted] also stated he did not authorize the credit application to be processed in July 2016.  That application has been canceled and as a gesture of goodwill, we have removed the inquiry.  We ask that Mr. [redacted] please allow 30-60 days for the credit bureaus to update their records.   Conn’s values Mr. [redacted] as a customer and appreciates him for bringing his concerns to our attention.  Thank you, Cheryle S[redacted]

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [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, 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 dryer. Ms. [redacted]’s refrigerator was scheduled for delivery on 6/2/17, but Ms. [redacted] requested to re-schedule her delivery for 6/10/17.    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 model. Our records show Ms. [redacted] returned to her local Conn’s on 6/3/17 and re-selected an [redacted] door refrigerator. Ms. [redacted] was informed that the refrigerator was not available for immediate delivery and the estimated time of arrival was 6/12/17.    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 6/22/17. Our records show we did not receive inventory again from the manufacturer and Ms. [redacted] was informed that we could re-schedule for 6/30/17.  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 inquiry. Conn’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.

Thank you for
the opportunity to respond to Ms. [redacted]’s concerns regarding account
[redacted].  Ms. [redacted] stated her
account is listed in her domestic partner’s name and she would like it corrected.
 
According to
our records, Ms. [redacted] submitted a credit application...

through www.conns.com on April 18, 2015.  Ms. [redacted] also signed a 32-month retail
installment contract on April 18, 2015.  Due
to a system error, the credit application defaulted to Ms. [redacted]’s partner’s
name because there was a previous application on file for her using the same
address.  This system issue has been corrected.
 
Ms. [redacted] stated
she would like the contract corrected and a new payment booklet mailed to her.  Ms. [redacted] was directed to the store to
sign a new contract to correct the matter; however, she did not wish to do
so.  On August 26, 2015 Conn’s emailed a
new retail installment contract through our [redacted] process.  As of August 31, 2015 we have not received
the corrected contract. 
 
Once we
receive the contract, the account corrections can be completed, a new payment
booklet will be mailed to the address on file and the credit marks will be
reversed.  We value Ms. [redacted] as a
customer and sincerely apologize for any inconvenience she has experienced due
to this matter.

Conn Appliances, Inc. (“Conn’s”) appreciates the opportunity to respond to Ms. [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, 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 contacted us for repairs on her refrigerator in November of 2016, and her unit has still not been repaired; 2)       She contacted us in January of 2017 and was informed that her warranty expired, and she would have to pay to unit fixed; 3)       She is requesting to have her refrigerator repaired.     Our investigation reveals that: 1)    We attempted to contact Ms. [redacted] on several occasions to install parts that were ordered to repair the refrigerator; 2)    Ms. [redacted] contacted us in February 2017 to continue with repairs and was informed that her warranty expired, and she would be responsible for any out-of-pocket expense; and 3)    We are unable to honor Ms. [redacted]’s request.     We researched Ms. [redacted]’s complaint and found that she was approved for an exchange on her refrigerator on 12/11/15 and re-selected an [redacted] Door refrigerator which comes with a 1-year limited manufacturer’s warranty. Ms. [redacted] did not elect to purchase additional coverage with Conn’s.   After further review of Ms. [redacted]’s service history, we found that she contacted us for service on her ** refrigerator on 11/9/16 (before the warranty cancellation) stating the unit was making a loud noise and the motor stops when the door opens. A service appointment was scheduled for 11/14/16. During the inspection, the technician reported that no problem was found and the refrigerator was working up to manufacturer’s specifications.   We show Ms. [redacted] contacted us the following day 11/15/16 stating that when the technician was at her residence the refrigerator was not making noise. However; the unit is now making a loud noise. A new service order was created to order parts for the refrigerator. Once we received the parts, Ms. [redacted] was scheduled for 12/13/16. Upon installation, the technician found that the incorrect parts were received and submitted a new part order to the manufacturer to complete repairs. Our records show there was a delay receiving the parts from the manufacturer, therefore, we submitted a request to have the unit exchanged due to the delay. However; the manufacturer denied the exchange request, and we were advised to continue with repair needs. We show the parts were received from the manufacturer on 1/11/17 and we attempted to contact Ms. [redacted] on several occasion to schedule installation. However; due to no contact Ms. [redacted]’s service order was canceled, and the parts were shipped back to the manufacturer.   Our records show Ms. [redacted] did not contact us again until 2/27/17. Ms. [redacted] was informed that her service order was canceled due to no contact when attempting to schedule installation. Ms. [redacted] was also informed that her refrigerator is no longer covered under the manufacturer’s warranty and any additional repair needs will be an out-of pocket expense. However; she declined to setup an appointment.   We show Ms. [redacted] contacted us again on 7/18/17 stating that her refrigerator is not cooling and requested to have unit service since repairs were not previously complete. Ms. [redacted] was again informed that we could service the unit, but it would be an out-of-pocket expense since her unit is no longer covered under warranty. However; Ms. [redacted] again declined to schedule a service appointment.   At this time we are unable to honor Ms. [redacted]’s request to continue with repairs at no cost. We attempted to contact Ms. [redacted] on several occasions to complete repairs while the unit was covered under warranty but was unsuccessful.   Conn’s value Ms. [redacted] as a customer and appreciates her for bringing this matter to our attention.

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 12/22/13.  Mrs.
[redacted] also purchased an ** dishwasher with a 24-month Repair Service
Agreement which expired on 4/09/13.  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 7/31/15.  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 8/10/15
upon request. 
If we may be of further assistance, Mr. [redacted] may contact our
Customer Service department at 1-877-358-1252.
 
Kind regards,
 
 
Jana Andrews

Thank you again for the opportunity to respond to Ms. [redacted]’s concerns regarding account [redacted].  Ms. [redacted] stated she paid her account balance in full but Conn’s made her pay an extra payment.According to our records, Ms. [redacted] signed a 32-month retail installment contract on July 5, 2014.  This contract had a maturity date of March 5, 2017.  Ms. [redacted] agreed to have her minimum monthly payment due on the 19th of each month.  On August 6, 2014, Ms. [redacted] requested a due date change to the 27th of each month.  We processed the due date change request.  Additionally, on February 2, 2016, Ms. [redacted] requested a second due date change to the 1st of each month. We processed that request. Although the due date changes that were requested were processed, the maturity date of the contract does not change.  Ms. [redacted] made her final payment on March 8, 2017 and her account is now closed.  We have attached a copy of her signed retail installment contract and payment history for her records.  Ms. [redacted] would not have needed to pay two payments in March 2017 if the due date had not been advanced on two separate occasions.  Conn’s values Ms. [redacted] as a customer and appreciates her for bringing her concerns to our attention.

Thank you again for the opportunity to respond to Ms. [redacted]'s concerns regarding her account.  As stated in our previous response, we reviewed the recorded calls, Ms. [redacted] contacted us on March 5, 2016 and was informed that the "cash-option" request was rejected because a late fee had been assessed on the account and the "cash-option" had been expired.  She was also informed if she made a payment of $399.38 they would re-submit the account for review for possible close; however, it was not a guarantee.  The request was submitted, but we were unable to reinstate the "cash-option" because the account did not qualify.

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.  Our records show onJuly 31, 2016, Mr. [redacted] purchased a [redacted] high-efficiency washer and dryer that came with a limited 1-year manufacturer’s warranty on both units and (2) [redacted] pedestals; no additional RSA coverage...

was purchased through Conn’s.  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.  Mr. [redacted] elected to have her items delivered; which was completed onAugust 5, 2016.   We researched Mr. [redacted]’s complaint and found he contacted us on August 26, 2016regarding his dryer; stating he had a [redacted] technician come to his residence and the dryer almost caught fire.  OnAugust 27, 2016 Mr. [redacted] contacted us; stating his dryer kept shutting off and he requested an exchange.  Mr. [redacted] was informed that he would need to have a Conn’s technician to come out and assess his dryer; but he refused.  We also show an repair review was submitted to the manufacturer for a possible exchange, but the claim was denied.  Our records show Mr. [redacted] was later scheduled for service onSeptember 3, 2016.  We were informed that a [redacted] technician assessed Mr. [redacted]’s dryer and the issue had been addressed.  OnSeptember 3, 2016, we contacted Mr. [redacted] regarding his service appointment; however Mr. [redacted] cancelled the appointment.   At this time we are unable to honor Mr. [redacted]’s request to return or exchange his dryer.  Mr. [redacted]’s dryer would need to be assessed by a Conn’s technician to determine what further action is needed.  As mentioned, a repair review was submitted to the manufacturer to replace Mr. [redacted]’s dryer and the claim was denied.  If service is still needed; Mr. [redacted] may contact our service department at1-855-266-6349to schedule an appointment at his convenience.    If we may be of further assistance, Mr. [redacted] may contact our Customer Service Department at1-877-358-1252.     Kind regards,     Jana [redacted]