Complaints

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a lease with them in 2019. The machine never worked and it did not do what it was supposed to do. They kept coming to my office and they never fixed it. They kept blaming the problem on my network, even though my network works with other printers and scanners. They were supposed to give me a new machine last week and never showed up. My account manager took months to respond to any of my calls. Today, I got an email from him canceling my service contract with them. Since they assigned my lease to someone else, I am unable to get it serviced by anyone and I am on the hook until my lease is over. I am not expecting a return call on this or for them to do anything. I am pretty much stuck with a machine that never worked, which is going to cost me more than $1700 to return. I also can not get a replacement, since they are refusing to replace my machine. Absolutely a horrible company.

  Business response

  10/19/2023

  The circumstances surrounding ******** Dream Law's complaints have been related to 'connectivity' and 'scan to network folder' issues. DEX Imaging's Systems Engineers have been troubleshooting these issue for quite some time and have determined that the problems are network related, i.e., scanned pages are not being received to the network folder on the customer's server. The scans are properly leaving the copier without any errors reported, but are not showing up in the scan folder on their server. DEX Imaging does not maintain or service American Dream Law's server. We do not have the admin rights to access and troubleshoot the security settings that are blocking the incoming transmissions.
  
  Our DEX Imaging Service Team replaced the copier HDD as a troubleshooting measure to ensure that the problem wasnt hardware-related. After multiple attempts at communicating the root of the problem, the customer is still not willing to accept that the issue is NOT the copier. However, in an attempt to satisfy this customer, DEX leadership made the offer to go ahead and switch out the copier as a last ditch effort to prove that the device itself is not the issue. The installation was scheduled for delivery on 10/13, but the date was pushed to the following week by our install schedulers who failed to communicate that change to the customer. ********************** apologizes for the scheduling error.

  Customer response

  10/25/2023

   
  Complaint: 20747585
  
  I am rejecting this response because:

  DEX imaging has known that machine did operate correctly since 2019. They kept saying that it's a connectivity issue. How can it be a connectivity issue with several different Internet providers? Everything else on my network is working fine. 

  I hired a technician who tried to connect to the machine and he told me it's a problem with the machine, namely the network card. Their technicians did not figure it for four years. This is absolutely their responsibility under the contract. 

  They have now dropped my service contact forcing me to either fix the machine on my own, or return it with a $2000 penalty. DEX is well known for doing this, judging by the plethora of bad reviews they have online. I have paid every single payment on time for a machine that didn't work. The least they can do is pick up the machine and cancel the lease.

  As to trying to replace the machine, they had me spend the whole day waiting for them to show up. I simply asked for the buy out quote to figure out my options. My account manager simply decided to cancel their contract without notice, after taking several weeks to return my call. Their response is simply untrue and they know it. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ******************************** at ************, and Dex Imaging at ****************** (*********************************) on multiple occasions in April and May of 2023 to cancel copier service and have the machine picked up. I was advised to email AcctRec-************************* to request the cancellation. I emailed them several weeks ago and have still not received any instructions or timeline on when the copier will be picked up. We are closing down and the business will not be open after June 21st.

  Business response

  06/08/2023

  We received a phone call on 5/19/23 asking to cancel the contract and return the equipment.  We can't accept cancelations over the phone we need it in writing so customer was asked to send an email to ***********************************.  We received the email for the request on 5/19/23 to cancel the contract and arrange for printer to be picked up.  The contract was canceled on 6/6/23 and the customer was emailed an early termination fee invoice for canceling the contract prior to completion. 
  
  We normally dont get involved with the lease company the customer is able to get that information directly from them. DEX Imaging is not allowed to pick up equipment that is on a lease its against the law.  On 6/8/23 our leasing department sent the buyout to the customer and reached out to Great ******* requesting they work directly with the customer.  Unfortunately, there is nothing further we can do regarding Great ******* that is between the customer and the lease company.

  Sincerely,

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

  Accounts Receivable Manager

*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. ↩