The same reason they had to pay out 4.5 billion in a lawsuit in 2011. Apparently they did not learn their lesson. Here is the complaint from the lawsuit: In complaints, according to the state, consumers said Conns delayed repair appointments for weeks or months, didnt repair items properly, ignored calls, and ultimately, refused to give refunds or replace the defective products. Often, customers who paid between $100 and $1,000 for a warranty received used, refurbished goods instead of new products, the state claims. This is exactly what I am going through now. Repair guy has been out 5 times, rescheduled 3, and still don't have a working washer. They are charging the manufacturers warranty every time they come out and claim to replace this or that. Works for a day and broke again. User's recommendation: Do not get the warranty from them. Purchase outside of their company.