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Consumer Complaints

BBB Accredited Business since 08/01/1997

Datamax of Texas

Phone: (972) 432-2300Fax: (972) 432-2301

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BBB began including the text of consumer complaints and business responses in BBB Business Reviews on 07/01/2013 for complaints filed on 01/01/2013 and thereafter. This includes all complaints that meet our reporting guidelines and that are filed electronically. We also report on the resolution of the complaint, as determined by BBB.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
02/05/2014Billing / Collection Issues | Read Complaint Details
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Complaint
Made numerous attempts to clear up "estimated" meter readings and subsequent charges and find out why monthly rate suddenly increased.
Approximately, in early November *** **** and I talked about my billing problems. I also indicated that for some reason I was now being charged $75 per month on my October and November invoices instead of the $50 rate I had agreed to. He wasn't sure why the rates went up, but *** indicated he had two employees that now worked for him and they were going over my bills to clear up the estimated usage charges. He told me I should hear back from them in a day or so.

On December 10, I emailed *** to find out where he was on getting my "estimated" charges cleared up since I hadn't heard back yet. He replied back on December 10th stating he would call me "tomorrow", December 11. I have no record of receiving this call nor do I have an email. On December 16 I received an email from ******* ********** asking me about 3 outstanding invoices. I asked her to check with *** to make sure she was on the same page. Fast forward to Jan 5.

On January 5 after not having heard from anyone since I asked ******* ********** to contact *** **** about my billing I sent another email to *** asking where we were at with my account.

On January 6 *** left me a message. No mention of past "estimated" charges. He indicated nothing was wrong with the account and that the $75 charge I was seeing was the increase that started in July. It was just a rate increase. There are two things very wrong with this. First, the increase in charges started on the October invoice. Secondly, I received a 50% increase in my rate with no notification.

Desired Settlement
I want the "estimated" charges removed and to be billed for the amount I agreed to per month which is $50/month + tax + impression over the contract amount. My usage history shows that the "estimated" readings were generally over what the actual usage was therefore, I was being overcharged.

Business Response
Contact Name and Title: ****** Director of Ops
Contact Phone: XXX-XXX-XXXX
Contact Email: *******@datamaxtexas.com
We have spoken with our customer and apologized for their negative encounters. There were many components to this that sparked the customer's frustration, all of which have been addressed. We have met their desired resolution in full and have assured them that any and all other concerns they addressed with us would be taken very seriously. The customer is satisfied with the response they received and we have agreed to terms. We hate to lose any of our customers, and are very disappointed that Management was not notified earlier of the concerns, as we know this could have been prevented.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.