DEX ONE lied to me about advertising. They (MATT BUFF) told me that I could stop all advertising with them and not pay anymore money if I shut my business down. I had to shut my company down .. Now they are telling me that I have to keep advertising until the contract is up!! Another $1000.00. Bad business practices. They will tell you anything you want to here.. Will never use these guys again.
In June 2009 I asked Dex for a small business listing online. I spoke to the salesman over the phone and he recorded our conversation. In Dec 2011 I called Dex to cancel my listing. The customer service person gave me no instructions, just said she would take care of that for me. In Jan 2012 I received a bill from Dex, I phoned customer service and stated that I cancelled in Dec. This is when I learned that I had a yearly auto renew contract. I would not be able to cancel until July and would have to pay out the contract in the meantime. I asked for a copy of that signed contract. She/he (customer service rep) said it was verbally recorded in 2009 that you understood about the contract details according to the recording. Even though that was 2 1/2 years ago. I have contacted their Claims & Disputes Dept. without resolution. Dex contacts me at least once a month trying to collect the unpaid balance. On June 14th I received a call from Dex customer service rep Ben, he was calling to cancel my listing. He then recorded that phone call, gave me a confirmation number and said that he could not help me with the contract dispute, but did make sure that the contract was cancelled as of the end of June 2012. On July 3rd, 1012 I received another phone call from Dex, trying to collect. I gave the same info that I always give, "I cancelled this service in Dec 2011". This gal tells me that it is not cancelled until I submit sometheing in writing and that I still have to pay out the contract. She also states that Dex has no obligation to correspond or communicate with it's consumers regarding auto renew contracts. And she went on to tell me that a responsible adult would keep track of things like that. It is my position that if Dex was offering a product with value, they would not have to trap their customers in to auto renew contracts. Based on my experience Dex certainly does not value their customer relationships, or conduct business with any kind of integrity. All I hear from Dex is "GOTCHA"
When I received my advertising renewal program I noticed my rep (Michael Porter) had included my home address in my business listing. I immediately phoned him and told him not to include my home address and also crossed out my address, with other changes to my listing and faxed it back. I thought all had been taken care of until I received my Advertising Program notice in the mail. Alas- no changes had been made and my home address was still appearing on the listing. I phoned Michael Porter [protected], and left seven voicemail messages the week of May 14-May 20. I also phoned customer care center and received the phone number for his supervisor (Ryan Serna) [protected] or [protected] ryan.[protected]@dexone.com. More voice mails and emails didn't produce anything either until the week of May 21. Ryan informs me that he "just now got my email" and gives me the number to customer dispute dept. since he can't do anything for me. I promptly called the claims dispute department and spoke to Becky. Once again I hit a dead end and no-one can do anything about the fact their incompetent representatives and supervisors are incapable of customer service. I have advertised in the Dex One Directory for over 35 years as well as some online advertising. Now my home address is going to go out to thousands of people, not to mention the online version. I have young kids at home and fear that some crazy person is going to show up at my house. I will consider Dex One Directory directly responsible if harm comes to my family because of their grievous error.
The ad from Dex One that was placed had incorrect information about our company such as our phone number among numerous other problems. The graphics team was handed the ad to place in the yellow pages. There was virtually know way to make a mistake! Dex is only willing to honor a partial credit adjustment. It states on the back of their statement that if the phone number is incorrect in the ad they will honor a 100% adjustment. The customer service department is very unprofessional (rude). The graphics team has very little experience in creating ads. I would not recommend this company to my worst enemy!
I have been a loyal customer to Dex One for about 7 years now. I have always placed an ad in the yellow pages for our heating and cooling business. In 2010 I decided I would like to place a larger ad to increase our business exposure. Our company has expanded tremendously over the last couple of years due to our outstanding reputation and our knowledge in the field. Dex charged me a $160.00/mo for a dollar bill size ad to place our company in the yellow pages. The ad that was placed had incorrect information about our company such as our phone number among numerous other problems. The graphics team was handed the ad to place in the yellow pages. There was virtually know way to make a mistake! Dex is only willing to honor a partial credit adjustment. It states on the back of their statement that if the phone number is incorrect in the ad they will honor a 100% adjustment.
Do not use this company for advertisement!!!The customer service department is very unprofessional (rude).The graphics team has very little experience in creating ads. I would not recommend this company to my worst enemy! If you live in Missoula, MT or the Bitterroot Valley stick with the Yellow Book, Bitterroot Directory or Blackfoot Directory!
Joni Kay Rose, M.Div., CHT
415 Pecos Loop Southeast
Rio Rancho, NM [protected]
March 2, 2010
CONCERNING DEX ONE, INC.
On November 13, 2007, I made a verbal agreement with the Dex Representative from Albuquerque for Internet advertising at $40 per month and yellow page listings at $21 per month for the calendar year 2008 only. My records show no signed contract.
However Dex did not follow through on our agreement. My Internet listing never appeared and my yellow page listing was omitted from the 2008 yellow pages.
In February of 2009 I received a bill from Dex for $48.54. I could not figure out what the charge was for, as it simply said "Advertising charge, " and listed two different date ranges, 01/06/09-01/05/10, and 01/06/09-02/28/09. I wrote the enclosed note requesting an explanation, but did not receive any.
About a month later I received another bill from Dex, this one showing an advertising charge of $286.26 for the period 01/06/09-01/05/10. Inexplicably this bill also repeated the $48.54 and added it as an additional charge even though the $286.26 was shown as covering the entire year 2009. The representative I spoke with was unable to offer a satisfactory explanation for the double billing, and added that Dex raises rates any time without warning. I told the representative that I would pay the $286.26, with the understanding that 2009 would be the very last year I advertised with Dex.
When I sent the check for $286.26 for the entire year, I included the enclosed letter, ending with the sentence, "Also note that my contract with you will NOT be renewed in 2010." This is an exact copy of the letter I sent Dex along with the check for $286.26. Since the letter was mailed March 16 in the same envelope as the check, Dex definitely did receive it. I even wrote on the check itself the word "closing, " as can be seen on the enclosed photocopy of the check.
Even after I paid the $286.87 for the entire year 2009, Dex continued to demand, without explanation, an additional $52.08. Regrettably in May of 2009 I finally did pay the $52.08, with a note indicating that this payment was my last one, and that henceforth my account with Dex was closed. To make absolutely clear that I was closing my account I even wrote on the check itself the words, "Closing this Account" right next to my signature. This can be seen on the enclosed photocopy. Hence Dex cannot claim they never received word from me that I was closing my account with them. I could not have made my intentions clearer.
Still Dex continued to send me bills for several months thereafter, as always failing to include any information as to what they were billing me for. I shredded the bills, and eventually they stopped. Yet last month, almost a year after I closed my account with Dex, I again received the enclosed bill from them. I called Dex, but their representative claimed they had never received the note stating that I was closing my account with them. As noted above, they did receive repeated messages from me, in writing as well as orally, telling them I was closing my account with them.
To recap, Dex has consistently provided me with unclear and inconsistent billing, without clear explanation as to what they were billing me for and for what time period. Furthermore they have continued to send me these bills long after I have clearly indicated, in writing as well as orally, that I no longer will do business with them. And when confronted with this fact they have lied and claimed they never received from me the notes, which they most definitely did receive.
From reading the numerous complaints about Dex from small businesspeople it appears that they have been following these unscrupulous practices at least since 2007. Had I known in 2007 how many complaints there had been against Dex I would never have even considered doing business with them. However the company has recently reorganized as Dex One, so now is a good time for them to change these practices and close past accounts without litigation.
In order to resolve this issue it is necessary that Dex acknowledge that I did in fact close my account with them last spring, and that I no longer am doing business with them. It would also be helpful if they would explain the $52.08 I paid to close my account last May, in addition to the $286.26 I had already paid for the entire year 2009. Nevertheless if Dex is willing to acknowledge now that my account with them is closed, and agree to stop harassing me with illegitimate billings, I am willing to let them keep the $52.08, with the understanding that they have no further business with me nor I with them.
Should Dex fail to stop harassing me then I will need to seek a complete investigation, involving the appropriate Federal and State agencies as well as the Better Business Bureau, the Complaint Board, and the media, so that the public can be informed how Dex does business. I would much prefer to forgo all of this and I sincerely hope that Dex is willing to acknowledge that my account with them was closed last year and requires no further payment. Thank you for your prompt attention to this matter.