ComplaintsforDixon Commercial Investigators (1982) Inc

• Initial Complaint

  11/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was contacted by Ann - Dixon Commercial's sales person a few times. She told me that once I become a client of their business, the file will be assigned to a collector and I'll be able to talk directly with a person to whom my file will be assigned. I paid $1,124.35 on January 26, 2024 and till today i.e. March 7, 2024 I've not been able to speak with a person who is handling my file. Whenever I call, I speak with a receptionist and she tells me I'm not allowed to talk with anyone. The receptionist has no control over the file and she asks me to send an email. I've also sent a few emails and most of them aren't even answered. I'm not sure what are my options at this time. I don't even know why I can't talk to a live person for my file when I've become a client and paid all the fees that they have asked for. I would appreciate BBB's assistance to sort this out or get my money back if the business is unable to help me out for any reason. It is not fair for the busienss to falsely advertise and promise me, take my money upfront and don't do anything.

  Business response

  14/03/2024

  Dixon Commercial has been in contact with the complainant regarding their account, and we have advised him that the reason he has not been able to speak to an agent was because of issues with working on the claim which was submitted. Those issues were identified in the emails we forwarded to the complainant, and we expressed our concerns so that there was no confusion as to why the request to speak to the person about their claim could not be done as we had not taken any action at that point.
  
  In our recent correspondence, we have stated that we will be moving forward with his case based on the recent information he provided and at their explicit direction. At this time Dixon believes that we have addressed the complainant's concerns and notified them of the action that we are taking in writing and now on this platform. We hope that this clears up any confusion regarding the service and we are available to discuss this further should the complainant call our office.

  Customer response

  16/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The busienss has started collection which is a good thing. But there are still some concerns -

    - I cannot talk to a collection agent whom my file is assigned. I would like to know why?

   - Collection is started only for one debtor and not the others. I would like to know why?

   - What about garnishment request that I sent them an email about. I would like to know why we cannot pursue that for more aggressive collection?

  As you know, there is a time limit for collection efforts and some time has already lapsed due to Covid. Now, I'm expecting you really put your efforts and help me out.
  
  Sincerely,
  
  ********* *****

  Business response

  25/03/2024

  We have advised the complainant in our response to their request that they can speak to an agent regarding their claim once the initial demand notice has been sent and the debtor was given the ministry-required period to respond. (*** ******** ***** *************) Until this period has passed no agent can take any action against the debtor and so no agent is assigned. We did advise the complainant to call back after 10 days and would be able to discuss the case, but there may not be any significant update at that point.
  
  Regarding the other claims that the complainant is referring to in this response, our collection department has confirmed that they have not received any paperwork regarding a new claim. We would be happy to move forward with further action and we would ask that the complainant again call our office to provide these details.
  
  Concerning garnishment action, this would need to be put before the courts as no collection agency has the authority to enforce garnishment.  Our agency works to recover funds without requiring further court action to take place which can result in extra costs and time wasted. If we are unsuccessful in our initial attempts we will discuss further steps with the complainant, if possible.

  Customer response

  01/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. There is some progress and I'll be working with the business for next steps however complete resulution may be far away but this is a start in right direction.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  12/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **** will not give direct info we paid for there services now they repeatedly call saying we owe them and refuse to say what they are doing on the file we sent them to collect on samantha seems to be accounts receivable with noone to anwser to she is very **** and will talk inappropriately for 45 mins but as soon as the conversation is directed to a serious question like why is the account billed out she shuts down and avoids respectful communication at all costs my wife spoke up as we were recording the conversation with call being on speakerphone and samantha stated amy the adults are talking she uses **** and *********** techniques to escalate emotions freely yet points out the frustration when the same techniques are used towards her please stay clear as any number provided through canada for there company is directed to the same receptionist and in my cases no matter what department or person I ask to speak to I'm always directed to samantha even without clarifying who I would like to speak to I am automatically transfered to samantha !!!!

  Business response

  15/01/2024

  Our communication with the complaint began when they became a client of our office in February *0*3.  They submitted one account for collection at the end of February of *0*3 and we began our efforts to recover the balance due to their office immediately. In June of *0*3, we were advised by the party that we were attempting recovery against that a portion of the account was already resolved. We immediately followed up with the complainant to confirm if this was accurate at which point he verified that monies had been paid towards what was due but not through them directly, but it was still in relation to the balance we were attempting to recover.

  As per our agreement with the complainant, commission fees are due on any payments received on accounts submitted for collection, whether payment is made in our office or to our clients.  Therefore, the monies which were paid towards the balance due would be subject to commission fees as this was reported during the months in which we were actively working to collect from their debtor. We explained this to the complaint in our initial call regarding this billing on July 15th, *0*3 and in subsequent calls.

  The complainant claims that there should be no commission fees as the balance was not paid to them directly, and we have explained that as they requested the collection of the funds and would have received the benefit of payment should the debtor have paid them directly or our office directly, therefore the terms do not change.

  We do not know how we can provide any more of an explanation than what has been stated in this response and hope that the complainant now has a clearer understanding of what has transpired and why the billing was in accordance with the terms and conditions of our contract.

  Our collection agent has continued to attempt recovery of the remaining balance due to the complainant as per our agreements and therefore we have no issue in providing the service as requested in the settlement terms. 

  Customer response

  25/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  As I repeatedly stated when I sighned up for there services I stated that the customer ***** *** and myself had a contract that stated they were to pay me and I was to pay the suppliers.  ***** *** went against this and made payment on there own to the suppliers and I was in disagreement on some of the amount due to equipment issues and on material there was material that could have been returned that would have adjusted overall amount owing ..

  I was instructed by the sales department at dixion to put the full amount according to the contract in to give the collection department the ability to negotiate.  A investigation department contacted me at a later date to verify the account once she was given all the papers and communications on the account at wich time she was told the same thing .and was told this would not be a issue . I would like to add ***** *** made the payment to suppliers long before I reached out to dixion for there services .

  I was told from dixion over the phone wich I am told is recorded of how to fill out the paperwork so for them to now say my file is closed or as they said billed out and now trying to collect from me when I have not seen a dime to date is in my opinion a twist of information by dixion to make money from me without actualy doing what they said they would negotiate with the company who owes my company and guarantee me a payment that has not happened .

  I gave repeatedly tried talking to dixion and they refuse to have a respectful conversation. I repeatedly stated listen to the calls to confirm my statements and it continues to go nowhere so I am asking for a 3rd party to step in and review the points I have made for confirmation that this is not being handled properly

  
  ****** ********

  Business response

  09/02/2024

  Our office has received further correspondence from the complainant in a series of emails since they filled the initial complaint against us.  In an effort to address these issue we have additionally responded to their email complaints and believe that we have come to a fair and reasonable resolution of the matter. We request that the complaint acknowledge this agreement and that this matter has now been resolved. 

  Customer response

  16/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  My previous email to dixion directly stressed the importance of dixions acknowledgment and apology on how this matter was handled very unprofessional.

   As this was  not done then I am looking To be reimbursed for the intial fee for services and any and all communication on my matter to be forwarded to myself 

  as I do not have any confidence in dixion holding up there (guarantees) of recovery on my matter and there failure to respectfuly apologize for there employees handling of customer service in this situation .

  I stand at my previous conclusions that they have wasted alot of time on my matter that will make recovery even more of a challenge now .

  This whole situation has created a lot of hardships and time being wasted .

  The frustrating part is a simple phone conversation at the beginning could have avoided a lot of wasted time and stress .

  I tried numerous times but was constantly stonewalled and gaslighted by dixion. With threats of further collections and repercussions.  

  Sincerely,
  
  ****** ********

  Business response

  05/03/2024

  Dixon remains firm in its statement that we acted per the information we were presented by the complainant during the process of collection. We received a balance to recover on their behalf, a balance which their office was demanding before the claim came to our office for collection action and which they did not advise in any of the provided paperwork was paid (*** ******** *********).  Our communication with the complainant only broke down when they were billed fees for payments which were already made on the account which our collection department did not know as there was no evidence that anything had been paid on the account.
  Our agreement with the complainant was to provide collection services in exchange for their initial fee. Our office had spent several months pursuing this claim before these issues and has continued for many more months after notice of the payments and issue of fees was brought up, in hopes of recovery of the remaining balance.  As we never ceased our efforts nor breached the terms which were signed we do not feel that it is reasonable to request a refund.
  Additionally, as we advised the complainant in our prior communication, we have waived all fees related to the reported balance discrepancies on the client's account and advised that we can continue collections on their behalf, but it is the client's decision whether they want to continue the claim at this point. 

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