Stratix Systems, Incorporated

July 18, 2014I am responding to the complaint which was filed by *** *** *** *** and which we received on July 11, 2014.From my understanding, there have been some personnel changes at this organization, which might be why a number of the points made in their complaint are
not factually correct.First, Stratix Systems has provided an office copier/fax unit to ***, but while we facilitate the financing, the equipment is leased directly from ** *** *** *** *** (DLL)They mentioned it is a third party situation, but we only provide information for the billingAfter the initial financing, we provide no information regarding the invoicingThis is similar to purchasing a car from a car dealership and financing the purchase through a bankThe lease agreement is between *** and DLL, and Stratix Systems has no influence on the terms of the lease and has no involvement whatsoever in the billing once the transaction occursAttached as Exhibit #is the lease agreement between DLL and *** *** *** *** which was signed by *** ***, who also registered the complaint with the Revdex.com.It would not be reasonable for Stratix Systems to fulfill this client's desired outcomeStratix Systems does not have the ability to provide *** with a credit for the insurance coverage since we are not involved in the billing/payment for the equipment and receive no gain from the required insurance coverageTheir complaint should actually be filed against ** *** *** *** ***, if any complaint should be filed.No one knows document management like Stratix.Stratix Systems, Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Stratix is not entirely correct and I feel they do have some responsibility as the initial party in the business transaction to ensure all documents are collected/received/forwarded to appropriate leasing companies, since it is their representatives trying to gain a customer's business. Yes, I am aware of what the contract states, and it was Stratix's salesperson who was present and asked me to sign it. Also, when Imran (Stratix rep), states he came to my office for a meeting and I was not present, it seems that he forgot to mention that he was late for his appointment and did not call to reschedule or to notify us prior to the scheduled appointment that he would be late, and I could not stay to speak with him as I had other appointments the remainder of the day elsewhere. He did not come to discuss the current billing issue anyway. He was promoting the lease of a new copier from Stratix once the current term was completed, and stated that the machine he was promoting on that visit was less costly than the current lease. However, it was not, and was actually more expensive and this was brought to his attention later, as well as the "insurance charge". He said he would look into the charge and get back to us, and then another 2 billing cycles (2 months) came and passed with no word. We called him several times, once receiving word that he still had not heard back from DLL, and did not receive any calls after that. We called again and was informed he was out of town, and did not have any assistance from someone else while he was away. Since I was entering my third billing cycle with yet no word from him, and since he stated he was going to investigate this for us and see about getting the charges credited, I emailed him and said I would be reporting the company to the Revdex.com if I still did not hear back. Another 4-5 days passed, and yet no response. So, the report was made to the Revdex.com, and after it was filed, approximately 3 hours later, Stratix called to say they have nothing to do with it and to call [redacted] and handle it with them. However, the day I emailed Stratix with the comment about filing with the Revdex.com, I also emailed DLL, stating that I have been trying to debate the insurance charges on my bill and that Imran had not gotten back to me with an answer from them in 2 months, and that I wanted to give them advanced notice of my Revdex.com filing. I did not hear back from DLL either.
My insurance carrier (Traveler's) has DLL listed as one of the businesses that automatically gets a copy of my insurance face sheet every year. Their records show DLL has always been listed as a carrier and that they have provided the requested face sheet to them at annual renewals, so I am still at a loss as to why I was ever getting charged. The agreement was signed on 10/17/2011, but the insurance charge started getting added a few months into 2012. When they were called and questioned, as noted in the initial complaint, I was not informed this was because they did not receive my insurance sheet, or to refer to item 5 of their terms & conditions. Even if they had said that, my insurance face sheet from 8/2011 - 8/2012 had been sent to them from Traveler's, and I included the attachment to show them as a listed company who gets a copy forwarded at annual renewals.
I want to make it clear that no one had gotten back to me with any answers, from either company, until after I became frustrated enough and filed this complaint with the Revdex.com. And no, knowing that DLL has always been given a copy of the insurance face sheet, I don't think I should accept 3 months of adjustment vs 2 years of adjustment as an appropriate correction of someone's error made outside of my office.
If your (Stratix) company has a representative stating he will take it upon himself to look into it, as he also thought something was billed in error, then I expect him to get back to me with an answer, or tell me he simply chose to not follow up while I continued to pay the invoices. If Stratix has such a good business relationship with DLL as a leasing company, why should it take 2 months and a Revdex.com complaint to get answers? So, I believe Stratix still holds accountability here and I don't feel I should retract my complaint.
Respectfully[redacted]

Review: I have a contract with this company to lease an office copier/fax/scanner/printer. The billing is done through a third party however. The information is sent by Stratix to the billing company, so I don't pay Stratix directly for the lease. My issue is that I currently have a 39 month lease on this machine. I am close to the end of the lease. My monthly payments are the same. In February 2012, I began getting a statement for the lease fee, but also an "insurance fee" of almost $20 per month with tax. I had called and inquired about this extra fee, and was simply told it's required because of the large piece of equipment. I was NOT told that it was not necessary if I provided proof of my office property insurance sheet, or that it was added because I did not provide this form. I was not given an option to have this removed if I had property insurance (which I do have and have always had). So, I have been paying this extra fee to present day.Recently, I had another vendor here who reviewed my current information and stated I should never have been charged the insurance fee because I have property insurance where the copier is located and operated. A call was made to Stratix questioning this and they agreed that this didn't need to be charged and we provided them with a copy of my insurance face sheet. They said they would "look into it", and I haven't heard back. This initial question to them was made two billing cycles ago, and in the meantime, I'm still getting billed the fee through the 3rd party billing company. At this point, no one from Stratix has returned my calls or emails. I also brought this to the attention of the 3rd party biller as well, but have also heard nothing. I know if I just refuse to pay, my credit can be affected with this 3rd party, which I don't want. I do expect the rebate to be applied to all future payments on the lease and the fee taken off my statements. I think that it reasonable to ask, but no one will respond to my request.Desired Settlement: I want the insurance charge that I've been paying since 02.2102 to be refunded by crediting my future statements until it is paid off. That would be $568.68 (through June 2014), which includes the tax I was paying on the insurance fee as well. I will then resume payments after this "zeroes out", and the insurance fee is removed from future statements.

Business

Response:

July 18, 2014I am responding to the complaint which was filed by [redacted] and which we received on July 11, 2014.From my understanding, there have been some personnel changes at this organization, which might be why a number of the points made in their complaint are not factually correct.First, Stratix Systems has provided an office copier/fax unit to [redacted], but while we facilitate the financing, the equipment is leased directly from [redacted] (DLL). They mentioned it is a third party situation, but we only provide information for the billing. After the initial financing, we provide no information regarding the invoicing. This is similar to purchasing a car from a car dealership and financing the purchase through a bank. The lease agreement is between [redacted] and DLL, and Stratix Systems has no influence on the terms of the lease and has no involvement whatsoever in the billing once the transaction occurs. Attached as Exhibit #1 is the lease agreement between DLL and [redacted] which was signed by [redacted], who also registered the complaint with the Revdex.com.It would not be reasonable for Stratix Systems to fulfill this client's desired outcome. Stratix Systems does not have the ability to provide [redacted] with a credit for the insurance coverage since we are not involved in the billing/payment for the equipment and receive no gain from the required insurance coverage. Their complaint should actually be filed against [redacted], if any complaint should be filed.No one knows document management like Stratix.Stratix Systems, Inc.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Stratix is not entirely correct and I feel they do have some responsibility as the initial party in the business transaction to ensure all documents are collected/received/forwarded to appropriate leasing companies, since it is their representatives trying to gain a customer's business. Yes, I am aware of what the contract states, and it was Stratix's salesperson who was present and asked me to sign it. Also, when Imran (Stratix rep), states he came to my office for a meeting and I was not present, it seems that he forgot to mention that he was late for his appointment and did not call to reschedule or to notify us prior to the scheduled appointment that he would be late, and I could not stay to speak with him as I had other appointments the remainder of the day elsewhere. He did not come to discuss the current billing issue anyway. He was promoting the lease of a new copier from Stratix once the current term was completed, and stated that the machine he was promoting on that visit was less costly than the current lease. However, it was not, and was actually more expensive and this was brought to his attention later, as well as the "insurance charge". He said he would look into the charge and get back to us, and then another 2 billing cycles (2 months) came and passed with no word. We called him several times, once receiving word that he still had not heard back from DLL, and did not receive any calls after that. We called again and was informed he was out of town, and did not have any assistance from someone else while he was away. Since I was entering my third billing cycle with yet no word from him, and since he stated he was going to investigate this for us and see about getting the charges credited, I emailed him and said I would be reporting the company to the Revdex.com if I still did not hear back. Another 4-5 days passed, and yet no response. So, the report was made to the Revdex.com, and after it was filed, approximately 3 hours later, Stratix called to say they have nothing to do with it and to call [redacted] and handle it with them. However, the day I emailed Stratix with the comment about filing with the Revdex.com, I also emailed DLL, stating that I have been trying to debate the insurance charges on my bill and that Imran had not gotten back to me with an answer from them in 2 months, and that I wanted to give them advanced notice of my Revdex.com filing. I did not hear back from DLL either.

My insurance carrier (Traveler's) has DLL listed as one of the businesses that automatically gets a copy of my insurance face sheet every year. Their records show DLL has always been listed as a carrier and that they have provided the requested face sheet to them at annual renewals, so I am still at a loss as to why I was ever getting charged. The agreement was signed on 10/17/2011, but the insurance charge started getting added a few months into 2012. When they were called and questioned, as noted in the initial complaint, I was not informed this was because they did not receive my insurance sheet, or to refer to item 5 of their terms & conditions. Even if they had said that, my insurance face sheet from 8/2011 - 8/2012 had been sent to them from Traveler's, and I included the attachment to show them as a listed company who gets a copy forwarded at annual renewals.

I want to make it clear that no one had gotten back to me with any answers, from either company, until after I became frustrated enough and filed this complaint with the Revdex.com. And no, knowing that DLL has always been given a copy of the insurance face sheet, I don't think I should accept 3 months of adjustment vs 2 years of adjustment as an appropriate correction of someone's error made outside of my office.

If your (Stratix) company has a representative stating he will take it upon himself to look into it, as he also thought something was billed in error, then I expect him to get back to me with an answer, or tell me he simply chose to not follow up while I continued to pay the invoices. If Stratix has such a good business relationship with DLL as a leasing company, why should it take 2 months and a Revdex.com complaint to get answers? So, I believe Stratix still holds accountability here and I don't feel I should retract my complaint.

Respectfully[redacted]