Conn's Home Plus

Thank you for the opportunity to respond Mrs [redacted] ’s complaint Our records show on 5/17/15, Mrs [redacted] purchased a ** 65” Ultra HD Smart 3D LED TV with a 49-month Repair Service Agreement w/Accidental DamageMrs [redacted] ’s signed invoice indicates at the time of purchase he acknowledged she was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that she understood the coverage associated with the product Mrs [redacted] elected to pick up her television from our Corpus Christi, TX location store #**Mrs [redacted] signed her invoice verifying her item was received in good order Our customers are given the opportunity to inspect their product prior to leaving the store Mrs [redacted] ’s signature on her pick up slip acknowledges that she thoroughly inspected her merchandise for damages for an exchange or price concession would not be authorized for damages discovered once the product leaves the warehouse or store Once the product has left the store we are unable to determine when the damage may have occurred Mrs [redacted] has been contacted and made aware she will need to contact service to have her television assessed for further assistance At this time we are unable honor Mrs [redacted] ’s request to exchange/return her unit If we may be of further assistance, Mr [redacted] may contact our Customer Service at 1-877-358- Kind regards, [redacted] ***

Thank you again for the opportunity to respond to [redacted] concerns regarding account # [redacted] [redacted] stated [redacted] would like to have her account refinanced so [redacted] can lower her monthly paymentUnfortunately [redacted] account does not qualify for any of our refinancing options at this time In order to refinance an account it must meet certain criteria [redacted] ***' [redacted] account does not meet that criteria at this timeThank you, [redacted]

Thank you for the opportunity to respond to [redacted] complaint regarding a purchase under the name [redacted] Our records show on Roman 2/14/12, [redacted] purchased a [redacted] 80” LED TV (with a 49-month Repair Service Agreement) [redacted] elected to have his television delivered; [redacted] signed acknowledging his television was received in good order [redacted] contacted our Service Department on two separate occasions regarding his television · On 9/08/14, we were contacted regarding his television was not connecting to the WiFi and the volumes down on its own A service call was scheduled; after the inspection the service technician ordered a main board and WiFi module The technician reported on 9/16/14, he replaced the main board and WiFi module; tested the television and the unit tested ok · On 9/25/14, we were contacted by [redacted] stating the audio connector was broken A service call was scheduled; during the inspection the technician confirmed the audio connector was broken from the main board The service technician attempted to order the parts; however the main board was no longer available An exchange request was submitted under the Terms and Conditions of the Repair Service Agreement on 10/18/ [redacted] was issued a credit up to the original amount paid which was $4, due to the original television not being available On 11/26/14, [redacted] elected model [redacted] which was $more than the approved credit given and a 49-month Repair Service Agreement priced at $649.99; [redacted] financed the difference of $1,with Conn’s Credit on a 12-month Cash Option Term After researching [redacted] complaint we are unable to confirm what happened to the audio connector however; we did confirm it was attached to the main board that had been previously serviced We spoke with [redacted] on 12/15/14, regarding her concerns We offered to cancel the warranty on [redacted] new television and issue her a refund to her account Then transfer the warranty from the [redacted] [redacted] rejected the offer to ensure she had coverage until She requested a refund of the $ difference that was paid toward her new television Conn’s has agreed to honor her request; and the credit has been processed and will post to [redacted] account within 3- business days Sincerely, [redacted] ***

Thank you for the opportunity to respond to [redacted] complaint Our records show on 8/08/14, [redacted] purchased a [redacted] **” [redacted] with a 49-month Repair Service Agreement w/Accidental Damage [redacted] signed invoice indicates at the time of purchase he acknowledged he was provided a copy of the RSA & ACCIDENTAL DAMAGE brochure and that he understood the coverage associated with the product; [redacted] also signed acknowledging he was given a copy of Conn’s Return and Exchange Policy [redacted] elected to take his television from our [redacted] location store #*** After researching [redacted] complaint we found he contacted our service department; stating his television would not power on [redacted] has verified his serial number and was scheduled for service through a local certified 3rd party service provider on 4/21/15; however [redacted] was out of town and informed the service provider that he would contact them once he returned to schedule another appointment date If we may be of further assistance, [redacted] may contact our [redacted] ** [redacted] Kind regards, [redacted] 5/7/

Thank you for the opportunity to respond to Mr***’s complaint Our records show on 11/17/14, Mr [redacted] purchased a [redacted] high efficiency washer and dryer with a (48-month Repair Service Agreement) Mr***’s signed invoice indicates at the time of purchase he acknowledged he was provided a copy of the Repair Service Agreement brochure and that he understood the coverage associated with the product(s) Mr [redacted] elected to have his washer and dryer delivered; prior to completing Mr ***’s delivery he requested to have his old washer and dryer relocated to a different area in his home Mr***’s delivery was completed on 11/19/14.We researched Mr***’s complaint and did not find where he has made any attempts to contact us regarding the alleged damages to his previously owned washer prior to receiving his complaintTherefore, we are unable to honor Mr***’s request to fix his previously owned washer; we cannotdetermine when the reported damages may have occurred since it was not brought to our attention at the time of delivery.If we may be of further assistance, Mr [redacted] may contact our Customer Service Department at [redacted] .Kind regards, Jana A [redacted]

Thank you for the opportunity to respond to Mrs [redacted] complaintOur records show on 8/30/14, Mr*** purchased a GE dishwasher with a 1-year limited manufacturer’s warrantyMr [redacted] dishwasher was scheduled for delivery on 8/31/and received in good order; he did not elect to receive Conn’s installation on his unit We received Mrs [redacted] complaint and found she contacted our service department on 9/27/stating the door is falling off on the dishwasherA service appointment was scheduled for 10/3/14; upon inspection the technician found parts were needed to replace the doorOur records show there was a delay receiving all the parts for repair therefore Conn’s submitted a request to the manufacture for a possible exchange however; the manufacture denied the exchange due to the reported issue was not a functional failure Once we received all the parts Mrs [redacted] service appointment was scheduled for 11/11/however; Mrs [redacted] informed the service representative that they no longer needed service at this time due to the dishwasher was being replaced through their homeowners insurance therefore, the service order was cancelled At this time we are unable to honor Mrs***’s request for an exchange; we will need to continue with repairs if service is still neededWe sincerely apologize for any inconvenience MrAnd Mrs [redacted] experienced as a result of the service delay and we will mail out a $gift card as a gesture of goodwill If we may be of further assistance, Mrs [redacted] may contact us at [redacted] [redacted]

Thank you for the opportunity to respond to Ms***’s concerns regarding account [redacted] Ms [redacted] stated she paid her account balance in full, but her account remains open According to our records, Ms [redacted] submitted a payment in the amount of $ on February 24, to pay her account balance in full Due to a system error, the account did not close Conn’s is working diligently to resolve the issue and we are in process of closing the account We ask that Ms [redacted] please allow 10-business days for the account to close She will receive a close-out letter in the mail within days of the account closing Conn’s values Ms [redacted] as a customer and sincerely apologizes for any inconvenience she may have experienced due to this matter Thank you,Cheryle [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });

Thank you for the opportunity to respond to [redacted] ’ complaint regarding a purchase made under [redacted] Our records show [redacted] , [redacted] purchased a [redacted] gas range with installation [redacted] ’ range was sold as a floor model/manager’s special item priced at a discounted rate After researching [redacted] ’ complaint we found she received a $ [redacted] concession to her Conn’s account due to delivery delay We show [redacted] received delivery on [redacted] ; however the installation could not be completed due to there was no shutoff valve for the stove [redacted] was advised that she would need to contact her local gas company to fix the valve before installation could be completed Our records show *** [redacted] has been refunded the installation charge of $ [redacted] to her [redacted] At this time we are unable to honor [redacted] ’ request to return her range; as listed on her invoice the range was sold as is and no additional credit is owed If we may be of further assistance, [redacted] may contact our Customer Service Department at [redacted] Sincerely, [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });

Thank you for the opportunity to respond to [redacted] ’ complaintOur records show on 10/09/13, [redacted] purchased a ** French door refrigerator with a 1-year limited manufacturer’s warranty and received delivery on 10/11/in good orderAlthough no damages were reported on the delivery ticket when the unit was delivered, Conn’s has agreed to repair the doorOn 8/14/14; [redacted] also received a 10% concession in the amount of $for the refrigeratorWe attempted to contact [redacted] on 10/01/to verify which door needs repaired to order the correct parts however; we were unsuccessful in our attempt [redacted] may contact us at [redacted] and reference helpdesk ticket number [redacted] to provide requested information to order parts for repairWe sincerely apologize for any inconvenience [redacted] experience during this process If we may be of further assistance, [redacted] may contact us at [redacted] Kind regards, [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 Sent: Wednesday, June 10, 2:PM To: drteam Cc: [redacted] Subject: Revdex.com Complaint # [redacted] Importance: High Hello Revdex.com, please print off and add the attached documents to my complaint The debt has been settled based on the attached documents I have already contacted a lawyer and provided all documentation and recordings from Conn's Appliances basically threatening to continue to ruin my credit I will need the final results of the Revdex.com's investigation I will be filing my lawsuit against Conn's Appliances in July and would like to know if I could have the results of your investigation in July, If any additional information is needed, please contact me at this email address Thanks and BE BLESSED, [redacted] Regards,

Thank you for the opportunity to respond to [redacted] ***’s concerns regarding account # [redacted] [redacted] stated Conn’s breached her contract and split her bedroom set up onto two contracts According to our records, [redacted] signed a 32-month retail installment contract on May 23, [redacted] ***’s credit limit on her Conn’s account was $3,with a $deposit This available credit limit would not allow [redacted] to purchase all the items she needed [redacted] also has a Conn’s GE card with a credit limit of $2, [redacted] used the GE credit to purchase the remainder of her items This is why she has two different contracts We have attached copies of [redacted] ***’s signed documents from both Conn’s credit and GE credit for her records We have also included a copy of her payment history for her records We have also attached a copy of the invoices for each account to insure her she was not double charged for her items She has merchandise charged with Conn’s credit and merchandise charged with GE credit We value [redacted] as a customer and appreciate her bringing her concerns to our attention Thank you,Cheryle S [redacted]

Thank you for the opportunity to respond to Mr [redacted] ’s concerns Our records show on 1/3/15, Mr [redacted] purchased a [redacted] washer, dryer, accessories and month Repair Service Agreement on both washer and dryer We show Mr [redacted] picked up the items from our [redacted] location and signed acknowledging he received them in good orderMr [redacted] contacted us the following day stating the washer would not go into cyclesA service call was sand the technician found the PCB needed to be replaced We have confirmed Mr [redacted] ’s washer has been repaired Conn’s has agreed to honor Mr [redacted] ’s request for a 10% discount as a goodwill gesture Although we were unable to contact Mr [redacted] to discuss his concerns we have processed a credit of $to his [redacted] account We sincerely apologize to Mr [redacted] for the experience he had with his washer If we may be of further assistance, Mr [redacted] may contact us at [redacted] Kind regards, Kathryn J***

Thank you for the opportunity to respond to Mrs [redacted] ’s complaintOur records show on 2/23/16, Mrs [redacted] purchased a [redacted] Chest Freezer and a [redacted] French Door Refrigerator and she received free delivery with her qualified purchase; no delivery fee was chargedMrs [redacted] ’s delivery was scheduled for 2/24/16; during delivery the refrigerator was damaged and she was offered a $concession for the damagesOur records show the concession has been submitted and is currently processingWe ask to allow 7-business days for the amount to reflect on Mrs [redacted] ’s account; no further credit is dueWe sincerely apologize for any inconvenience Mrs [redacted] experienced as a result of the delayIf we may be of further assistance, Mrs [redacted] may contact us directly at 1-866-765-Kind regards, Dyeisha [redacted] Read More Customer Complaints: > >> $(function () { $('.complaint-block a[data-toggle=collapse]').click(function () { $(this).text($(this).text() == $(this).attr('data-close-text') ? $(this).attr('data-open-text') : $(this).attr('data-close-text')); }); $('.complaint-block .collapse').collapse({ toggle: }); $.each($('.complaint-block a[data-toggle=collapse]'), function (index, value) { $(value).text($(value).attr('data-close-text')); }) });

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 We show Mrs [redacted] ’s [redacted] (Georgetown) rails and headboard was approved for an exchange and as of 3/29/her items have been delivered and received in good order We sincerely apologize to Mrs [redacted] for the experience and any inconvenience that was caused as a result of delay and lack of communication If we may be of further assistance, Mrs [redacted] may contact customer service at1-877-358- Kind regards, Kathryn J***

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 In my last response I provided proof that I returned the [redacted] in February the contract MsS [redacted] provided showing a credit was dated in JanuaryI believe that is enough for an investigation

Thank you for the opportunity to respond to [redacted] ’s complaintOur records show on 10/11/14, [redacted] purchased a [redacted] Queen Mattress and [redacted] Queen adjustable base both with a 10-year limited manufacturer’s warranty [redacted] delivery was scheduled and received in good order on 10/12/ We received [redacted] ’s complaint and found she contacted our helpdesk department on 10/15/stating she was not satisfied with her mattress and wanted to return the unit [redacted] was informed that Conn’s has a No Return or Exchange Policy on mattresses however; she could return/exchange the mattress after 30-days in her home as part of ***’s [redacted] 120-Night In-Home Trail [redacted] was also informed that the adjustable base she purchased was excluded from the in-home trial period and she would not be able to return or exchange the base At this time we are unable to honor [redacted] ’s request to return her [redacted] adjustable base for a refund; this base is excluded from the Night In-home Trail PolicyWe have included supporting documents in our responseWe sincerely apologize for any inconvenience [redacted] experienced If we may be of further assistance, [redacted] may contact us at [redacted] [redacted]

Thank you for the opportunity to respond to [redacted] ’s complaintOur records show on [redacted] , *** [redacted] received a free 32” [redacted] television as a promotion with her qualified living room purchase [redacted] ’s television came with a 3-month limited manufacturer’s warranty which expired on [redacted] ; no additional coverage was purchased After further review and research regarding [redacted] ’s complaint, we found her television was inspected by a Conn’s technician on [redacted] Upon inspection the technician found the television’s panel was cracked which is not covered under the Terms and Conditions of the manufacturer’s warranty *** [redacted] did not elect to purchase accidental coverage to cover the damages therefore we were unable to continue with repairs At this time we are unable to honor [redacted] ’s request for an exchange; [redacted] did not have accidental coverage on her television to cover the reported damages As of [redacted] , [redacted] ’s manufacturer’s warranty has expired and she no longer has coverage If we may be of further assistance, *** [redacted] may contact Customer Service at [redacted] Kind regards, [redacted]

Thank you for the opportunity to respond to *** [redacted] ’s additional commentsAs mentioned in our previous response, *** [redacted] returned to her local Conn’s on [redacted] and agreed to add the adjustable base to her existing contract [redacted] signed her invoice and a manual contract acknowledging she was aware of all products and charges that was being added on her contract; no discount was listed on her contract or invoice We show on [redacted] , [redacted] contacted our Customer Service Department stating she was suppose to receive a discount of $on the adjustable baseHowever; [redacted] was informed that we did not have any records showing she was offered any compensation when adding the base to her contract therefore were unable to honor her request We have included a copy of [redacted] ’s manual contract and invoice for the adjustable base that was added to her existing contract with our responseIf we may be of further assistance, *** [redacted] may contact us directly at [redacted] Kind regards, [redacted]

Thank you for the opportunity to respond to ** [redacted] ’s complaint Our records show on [redacted] , **s [redacted] purchased (2) Catnapper ( [redacted] ) power reclining sofas with a (limited 1-year manufacturer warranty which expired on [redacted] ) on invoice [redacted] ; **s [redacted] also received a free [redacted] 32” LED TV with her qualifying purchase **s [redacted] declined to purchase any additional Furnituregard coverage on her sofas **s [redacted] made a previous purchase on [redacted] on invoice [redacted] ; **s [redacted] purchased a Catnapper ( [redacted] ) power glider recliner with a (limited 1-year manufacturer warranty which expired on [redacted] ) After researching ** [redacted] ’s complaint we found **s [redacted] contacted our service department on two separate occasions regarding his glider recliner and one of his sofas · On [redacted] ** [redacted] contacted us regarding her recliner; stating the unit was leaning to the side A service call was scheduled; during the inspection the serviceman found the mechanism and motor needed to be replaced Our records show the serviceman replaced and installed a new mechanism and motor · On [redacted] ** [redacted] contacted us regarding one of her sofas with serial number (GS# [redacted] ); stating the module was not working A service call was scheduled; during the inspection the serviceman found parts needed to be replaced After reviewing ** [redacted] ’s service history we found the parts needed were on back order with the manufacturer; therefore the manufacturer provided a Return Authorization to replace/exchange her sofa ** [redacted] was issued a credit up to the original amount paid which was $1, to select ANY furniture piece or receive an in store credit up to $1, and select ONE item for that amount After further review we did not find where ** [redacted] contacted us regarding a new service issue with her recliner or service issue with the other sofa; therefore we are unable to honor the request to service or exchange the other two furniture pieces ** [redacted] ’s exchange approval will be valid until [redacted] ; if ** [redacted] has not initiated her exchange by ( [redacted] ) the exchange approval will no longer be valid and ** [redacted] will not be able to process her exchange If we may be of further assistance, ** [redacted] may contact our Customer Service Department at [redacted] Kind regards, [redacted] 6/6/ Complaint I entered into a contract with Conn's on [redacted] ***My payments started that following [redacted] (***)Along with other items I purchased from Conn's, (two) [redacted] ready HDTVs were also purchasedOne of the two TVs does not work and has not worked since [redacted] ***On [redacted] **, ***, Conn's sent out a technician ( [redacted] ) to my home- listed on the contract [redacted] informed my [redacted] and I that the TV would cost more to repair since the TV had audio and no videoI was instructed by [redacted] that I would have to take this 39" TV back up to the store from which I purchased it from ( [redacted] Conn's, [redacted] ***, (***) [redacted] )The following [redacted] , [redacted] ***, I packed the TV in its original box and attempted to exchange it with another item of same costProblem was, Conn's had absolutely nothing in the price range of the 39" [redacted] HDTV I purchased in ***I then asked the store manager if I could just get the amount credited on my account, in which he appeased me by informing me that he would contact the Corporate OfficeI spent [redacted] ***, [redacted] ***, and [redacted] trying to resolve the issue with Corporate's customer service by calling (***) [redacted] Each customer service representative I "met" basically said the same thing: "There was no notation that I would receive a credit for the TV." In fact, I can recall a couple of representatives projecting that a credit won't be initiatedFor example, the very last time I called on [redacted] ***5- my first attempt at 5:45pm answered by a [redacted] resulted in him hanging up on me before I had finished explaining my situation! I called back and received a more warming person, [redacted] who finally gave me a Reference Number (which I'm sure doesn't matter, because none of the representatives prior could never locate one)I have paid Conn's every month, on time- according to my payment records online and bank statements(and per [redacted] ***) Product_Or_Service: 39" [redacted] Ready led HDTV Desired Resolution DesiredSettlementID: Refund I would like for Conn's to apply the full credit of the 39" [redacted] HDTV and the useless insurance and warranty that supposedly was mandatory for the purchase of the non working TV to my accountI realize that I received the TVs in [redacted] ***, however due to Conn's disregard to customers' satisfaction (based on my experience and others' reviews), I have had the non-operational 39" [redacted] HDTV packed in its original box (while paying monthly for it) and stored in my garag Consumer Business Dialog

Thank you for the opportunity to respond to [redacted] additional commentsUpon delivery; [redacted] refused delivery stating the refrigerator was not in the same condition as inside the store and requested the item be returnedThe refrigerator was returned and a full credit of $4,was submitted to cancel [redacted] ***’s invoice; no account has been setup due to merchandise was never received As mentioned in our previous response(s), [redacted] purchased a floor model refrigerator and has been advised that we no longer have another “floor model” refrigerator availableAs previously stated, we are unable to offer [redacted] a new factory sealed refrigerator for the same price she was offered for the floor model she originally selected As of 4/11/15; [redacted] credit application with Conn’s has been cancelled due to the application has gone unused for more than daysIf [redacted] would like to make an additional purchase with Conn’s she would need to submit a new credit application [redacted] has rejected our offer to receive $ gift card to use towards a new purchase; at this time we are unable to offer any additional compensation If we may be of further assistance, [redacted] may contact customer service at [redacted] Kind regards, [redacted]