ComplaintsforDonnellon McCarthy Enterprises

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ***** ** ******** 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

  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 opam@leasedirect.com and include DME's internal leasing team at leasemanagement@dme.us.com. 
  
  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 response

  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 response

  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.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is filed on behalf of ********* ** *******, a non-profit company with an office at **** ** **** ******* ******** ***** who leased a copier under a 5-year lease (Contract #********) that terminated 10/19/2022. We understood that the cost to return the copier was at our expense and, since this is an **** company with an office in ********, we expected the return would be within the State of **** and accordingly the charge would be reasonable. However, the charge was $697 to ship the copier to ***** ********. We believe this is excessive and we should not have been required to return the copier to ***** ********. Therefore, we would like a refund of charges in excess of what it would cost to ship the copier within the State of ***** **** ********, Treasurer

  

  Business response

  11/03/2022

  Hi ****,
  
  We apologize that you have had a bad experience. It looks like ********* ** ******* entered into a lease agreement with DME in October of 2017 with a maturity date of October 23rd 2022. The lease was held by our financial partner ** **** ****** ********* (***). Per the terms of the lease agreement at the end of agreement if it is ********* ** ********* intent to return the equipment you will return it to a location we specify at your expense. We can provide a copy of the lease that was signed on 9/29/2017. After speaking with *** it looks like ********* ** ******* worked directly with the leasing partners at *** to terminate their agreement and start the return of the equipment and not directly with DME. Our leasing partners emailed an asset purchase on 10/10/2022 to **************. “Good morning,  Per our conversation I have extended the courtesy return period to November 14th as this will correspond with your October 23rd maturity date.  Additionally should you prefer a purchase to offset the cost of shipping, please see the attached $600 buyout.  With this option you outright purchase the leased equipment and remove the need to return.  Kind Regards, Tiffany S****** Office Technology Inventory Specialist ###-###-####”. This email was sent on 10/10/2022 from our leasing partners to ************** on 10/10/2022. DME is more than happy to work with you on returning your equipment if you have not yet returned the equipment. But if you did work with a 3rd party shipping company neither DME or *** would be privy to this. 

   

  Thank You

  Erica H*********

  Executive Assistant

  Customer response

  11/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me; however, I have no choice but to accept it.

  If you lease something locally, you expect to return it locally.
  
  Regards,
  
  **** ********
  

• Initial Complaint

  01/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We lease/purchased a printer with this company. We were specifically told by the sales rep and the sales manager of this company that we would own the equipment after the lease. When I called recently to inquire about an increase on my bill, I was informed that the "extra page" was not included in our agreement that specified this and that we would owe more than a few thousand dollars for the equipment at the end of our contract. To make matters worse, the sales manager that was involved in this deal still works for the company and they will NOT call him to inquire as to the sale of this copier/printer. We are ALSO still in contact with the previous sales rep that was able to confirm that this sale did indeed include the $1.00 buyout of the printer at the end of the contract. The business LIED about our agreement and is failing to make it right. I would like to warn other businesses about this businesses practice of pulling "whoopsie's" on contracts that the come out to a customers location to explain in detail only to lie to them when their contract is almost up.

  

  Business response

  02/08/2022

  To whom it may concern,

   

  Thank you for bringing this to our attention. We received the complaint and are actively working with the customer to come up with a solution. We are meeting with them this morning 2/8/2022.

*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. ↩