Information Technology Services
Donnellon McCarthy Enterprises
Complaints
This profile includes complaints for Donnellon McCarthy Enterprises's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:12/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
***** ** ******** contract for a leased copier was expiring at the end of this year and decided not to renew by June. There were phone calls to this effect, a pay off amount was determined by phone and an electronic check was sent. Follow up phone calls were place when we received monthly acknowledgements of payment and were assured that was standard practice. In December we inquired about returning the copier to them and were informed the lease was renewed for another 5 years because we did not contact them as stated on their invoices or provide them with a written termination notification withing 60 days of the end of lease as described in our contract issued 5 years ago. We are a non profit spiritual comm***** (church) and have had new leadership within that time frame. The contract has not been found and no one though it was needed at the end of service. Donnellon McCarthy requesting a payment of $1472.36 to purchase the copier or $1645.08 plus $400-$700 shipping to their ************ location even though they have a ********** **** location. This seems to be unfair and not good faith business practices seeing how we did contact them at least three times prior to November and no one informed us a written notification was required. Is there a resolution other than extortion or us filing suit?
Business Response
Date: 01/02/2024
Thank
you for bringing your concerns to our attention regarding the termination of the copier equipment lease with ***** ** ******.
As of June 2023, ***** ** ****** communicated
their intention to transition to another vendor. At that time, our team advised ***** ** ****** regarding the necessary written notice
requirement within a timeframe of 90 to 150
days to conclude their lease agreement and obtain instructions for equipment
return from their lender. While we understand the challenges arising from ***** ** ******** leadership changes and the inability to locate the original
contract, it's important to note that per contractual obligations with the
lender, written notice for termination within the stipulated period is a
requirement. Regrettably, the notification to the lender (***) was not received
until December 7, 2023, while the lease was set to conclude on December 15,
2023. According to the terms specified in the agreement dated August 14, 2018,
the delayed notification led to the initiation of a
12-month renewal period.
Following
the receipt of the intent to terminate the lease, the
lender (***) presented end-of-lease options,
considering the transition into the 12-month renewal period. These options
included a purchase price of $1,472.36
if keeping the equipment or a return fee of $1,645.08
plus shipping. It's important to note that the ownership of the equipment lies with the bank (***),
necessitating its return to another location as stipulated by the agreement not
Donnellon McCarthy.
In
our industry, customary practice involves the awarded vendor facilitating
the termination of the lease
and equipment return when a customer transitions to another provider. Had ***** ** ****** chosen to remain with our services, we would
have managed the termination process and returned the equipment to the lender.
In
an effort to find a fair resolution, we have worked with the lender to waive
the 12-month renewal and the check in the amount of $1,208.11 was used for
payments between the months of August-December. ***** ** ****** will need to
work with the lender (***) for return instructions and pay to ship back the
equipment to a location at the lenders discretion. ***** ** ****** can email
the lender directly at [email protected] and include DME's internal leasing team at [email protected].
We
understand the significance of maintaining
a positive partnership and wish to ensure a resolution that addresses your
concerns satisfactorily. Please review, and should you require further
clarification or assistance, we are here to support you.
Thank
you for your understanding and cooperation in this matter.Customer Answer
Date: 01/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
Dora L***** ***** ** ******Customer Answer
Date: 01/04/2024
As of January 3, 2024, the dispute between ***** of ****** and Donnellon McCarthy Enterprises has been successfully resolved by the ******, Ohio sales manager, Reggie S****. Thank you for help resolving this issue.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.