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Business Profile

Office Furniture

Dex Imaging

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:04/11/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We have been under contract with Dex Imaging for toner monitoring service. In May of 2023, our printer ran out of toner, and would not work, but no replacement had been provided. After calling Dex 3-4 times, an employee told me our contract had basically not been renewed on their end and thus the services were not provided, but they had fixed this issue. Toner was then sent out, but by this time we had been unable to use the printer at all for over 5 business days. The following month, I received a bill for the service as usual, but I explained that I would not be paying the contract amount for that month because the contract had not been honored on their end. I contacted them in writing multiple times, and by phone to explain this. However, no one ever contacted me to pursue the matter, so I assumed they were displaying decent customer service and foregoing the contract charges for the unmonitored month. Approximately 6 months later, long enough for exact dates to be fuzzy in my mind, a corporate office began contacting me for payment. I once again explained the issue, and no attempt at resolution was made. They simply continued to harass me. I explained again that the contract terms had not been met, and we should not be expected to pay for that month when the monitoring service wasn't provided. Regardless, I received multiple emails, culminating in the threat of being turned over to collections. At this time I did pay, as I have no desire to be without toner and deal with collections at the same time. I would like to point out that every month prior, and every month since, May 2023 has been paid in full. However, Dex Imaging would rather have $67.24 than to provide good customer service and rectify their mistake. I think it is a poor decision to harass a customer over such a trivial amount, considering the issue arose from failure on Dex Imaging's part. At this point I just want to be refunded the $67.24 for the subject month, and go on in peace with the monitoring service.

Dex Imaging is NOT a BBB Accredited Business.

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