Dahill Office Technology Corporation

Good morning,Strategic Partners did have a maintenance agreement with Dahill for a Sharp MXM700N that was to cancel 8/11/16.  The customer received service and supplies through 10/2015.  In 9/2015, we received an inquiry on this contract regarding the lease and maintenance contract....

 In 5/13/2016, we had another contact from the customer stating cancellation, but no written cancellation on file.  Dahill policy is that cancellations should be submitted 60 days prior to end of term in writing.  If a cancellation is not processed within the 60 day requirement then the contract will renew for an additional 12 month term.  At this time a cancellation was approved as of 12/11/15, any invoice prior to that date should be paid in full.    [redacted]  Sr. Vice President and Chief Operating Officer  [redacted]  [redacted]@dahill.com  www.dahill.com

We have been out to meet with the customer to address the issue, however, at this time the customer is still wanting to cancel the contract.  We will be processing the cancellation, if any refunds are deemed necessary, we will provide a refund to the customer.  At this time no amounts have...

been proposed for refund.

Complaint: [redacted]
I am rejecting this response because:  I do need Dahill to understand that I have not been frustrated---I have been lied to and pressured to buy a copy machine.  It took over two months to repair the machine we had under contract at the time it failed.  After I was told that parts were not available to fix our machine and had not been available for over a year, I inquired why then was I paying for maintenance on a machine that Dahill knew could not be repaired.  I was told that I needed to purchase a new machine.  I cancelled the maintenance contract on our machine that supposedly could not be repaired and did have to purchase a new copier.  I did not purchase it from Dahill for obvious reasons.  Amazingly, after talking with [redacted] in San Antonio after hearing nothing from Dahill for over two months, he managed to have the part to repair our machine over-nighted and the machine was then repaired.  Now I have two copiers because we could not manage for two and a half months without one waiting for Dahill to do something besides trying to talk me into buying a copier from them.  I am not frustrated.  I am disgusted and out a lot of money thanks to Dahill not honoring the maintenance contract I paid for, and then having the nerve to continue to bill me when the contract was cancelled over three months ago.  I do not think telling me that Dahill is sorry for the frustration caused our business for not having the copier repaired for over two months and my having to purchase another copier in the meantime quite solves the problem created by Dahill's employee who was supposedly handling our account.  Obviously this person, [redacted], was lying to me about no parts being available.  When he brought us a loaner for a "couple of days," while he worked on a proposal for us, presumably so that I could buy one like the loaner, I asked him to take it back because a "couple of days" was not going to take care of our problem and thought that I had to buy a new copier and I did not want to purchase another machine from him.  About a week later he sent a tech to our office with a used part that also did not work.  After hearing nothing from Dahill for several weeks, we called [redacted] to ask what he was doing about our machine.  He insisted that he thought when I asked him to remove the loaner that I was finished with Dahill.  Another lie---if that were the case, why did he send the tech with a broken part?  He was half-right---I am finished doing business with Dahill and do believe that I should be compensated for having to purchase another copy machine when it obviously was not necessary to do so.  If the necessary part could be over-nighted over two months after the machine failed, it could have been over-nighted when our machine failed.  Apparently there was no incentive to do that until I threatened to file a complaint with the Attorney General's office for fraud. Frustrating? No.  Disgusting? Yes.
Regards,
[redacted]

After reveiwing the account, it appears that in December 2014 [redacted] (AP at [redacted]) called in to inquire about the invoices and Dahill Customer Service requested a copy of the cancellation letter (written notice of cancellation, letter or email is required).  If Customer...

will forward a copy of written notice to [redacted] we will process cancellation immedately.thank you,

Complaint: [redacted]
I am rejecting this response because:  I continue to receive bills for the contract that was cancelled months ago.
Regards,
[redacted]

After review of the account, it is determined that an overlap of billing for the Xerox Phaser 6180 occurred.  The refund of $1,077.54 is approved and payment will be processed this month.  Please reference, [redacted] if there are any questions. We appreciate your...

patience. [redacted]

After review, DAH did receive a cancellation letter effective 2/2015, however, we will honor the 7/2014 cancellation.  Any invoices that are subsequent to 7/2014 will resolved and no further collection efforts will be performed.We apologize for the inconvenience and do hope this resolution...

satisfies your request.  Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Their schedule of events isn't accurate.  The following is a detail of the events: 8/26/15 I requested and received a copy of the maintenance agreement between Dahill and Strategic Partnerships, Inc.9/14/15 I met with [redacted] (Account Executive) to discuss options to add additional equipment9/17/15 I met again with [redacted] (AE) and [redacted] (Regional VP of Sales, Central Texas Region) to discuss options further.9/18/15 [redacted] (VP) agreed in writing to waive the customary 60 day advance notice to terminate the maintenance agreement in exchange for a chance to bid on providing updated equipment.  We agreed to a 90 day notice at any time.10/1/15 I submitted, in writing, our desire to terminate the contract as per my assurance from [redacted] (VP).10/1/15 - 10/7/15 I spoke with [redacted] (AE) and [redacted] (VP) multiple times where they were attempting to win back our business.10/7/15 I received notice from [redacted] (AE) that she submitted the termination letter to their customer service department for processing.12/14/15 In response to an invoice received but not due, I sent an email to customer service stating the issue.2/25/16 Continuing to get additional invoices, I sent another email to customer services and copying [redacted] (AE) and [redacted] (VP).5/12/16 In response to a phone call from [redacted] at Dahill, I sent him an email with the original termination letter.5/13/16 I received a note from [redacted] (customer service) that they received and were processing my termination request.5/19/16 I received a letter stating that the termination was entered with an effective date of 8/11/16.  I sent an email to [redacted] & [redacted] (VP) disputing the date of the termination.6/10/16 Continuing to get 'Past Due' invoices, I sent another email to [redacted] & [redacted] (VP).7/11/16 Getting another dun letter, I file a grievance with the Revdex.com since Dahill has been unresponsive to my continued attempts to get this rectified. I have paid all invoices due and our account should have a zero balance.  I also want assurance that there haven't been any adverse postings to our credit bureaus.  If I can provide additional information, please let me know. Regards,
[redacted]

Dahill apologizes for the confusion however, on 1/21/16, [redacted] enter into a 36 month Managed Print Service (MPS) Agreement with Dahill to service 1 Brother 8460N and 1 Brother HL 4040 device for $30/month.  the contract was signed off by the manager of the office [redacted]...

[redacted].  the address provided on the contract is 9894 Bissonnet Suite 185, Houston, TX 77036 and phone number (713)272-8301.  Dahill has tried to call the number we have on file, but with no one answers and the answering service does not allow for us to leave a message.  Contract buyout of the agreement is $1,080.00, however, after review of the account, there has never been any payment received for the contracted amount and we are deeming the contract invalid.   Dahill will process cancellation immediately and no further obligation from Ms. [redacted] will be necessary.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
  I would request that Dahill send me a confirmation of the cancellation of the contract to my mailing address:  [redacted]. 
Regards,
[redacted]