Dex West appears to be doing business in bad faith. Attempting to make changes to a business ad is almost impossible. Representatives do not return phone calls or email addresses until after the deadline has been passed to make changes. Then they say it is too late until next year.
Trying their customer service was equally ineffective. They either pass you on to someone else or say whatever they can to get you off the phone and then do nothing.
Based on conversations with other business owners this seems to be standard operating practice for DEX Media West.
Anyone interested in filing a class action suit against them?
Below is an excerpt of events and complaint I have filed with the Arizona Attorney Generals office.
In February 2007, as the new business owners of a local Alterations store in Phoenix Arizona, We contacted DEX several times via phone calls to discuss making updates and changes to our advertisements in their 2 phone books. These conversations culminated with our representative Glenn Porter, who explained that we could make changes to the North Phoenix book at the end of June/start of July 2007. However, Glenn explained that the main Phoenix book had recently been finalized and could be not be changed until the end of the year. The sole purpose of these conversations revolved entirely around our intent to change our advertising.
In November 2007, We contacted Glenn Porter to discuss making similar changes to the Phoenix book. At this time, Glenn Porter advised that it was too early to make changes and he would contact us at the appropriate time in December.
On 12/18/07 a certified card from Dex was received at the business address of Alterations Incorporated at 10617 N. 43rd Ave, Phoenix, AZ 85029 signed for by Lorna Fins. Prompted by this card, We called Glenn Porter on the 12/19/07 to insure that we would be able to make the changes we discussed back in November and June/July and February of 2007. Following this we were promised a proof of the new advert by Glenn Porter to approve prior to final publication. The only item awaiting confirmation following this discussion was whether to replace "Slacks Hemmed while-u-wait" with "www.alterationsinc.com". All other changes were discussed and agreed to on the phone. These changes were to mirror the advertisement from the North Phoenix Book. On 12/31/2007 email confirmation of the final change to include the website and remove slacks hemmed while-u-wait was sent by We to Glenn Porter.
Over the course of the next few months, no proof was received and multiple attempts were made via phone to contact Glenn Porter regarding the status of the changes we discussed. Each call resulted in a message on Glen's phone requesting a return call. Due to the lack of response from Glenn Porter, James escalated to Glenn's manager Dan Yankovich. This finally resulted in return phone calls from Glenn. Unfortunately, Glenn claimed not to recall any discussions of any of the changes we requested. At this time he directed us to contact customer service because it was out of their control.
We contacted customer service which redirected us to the billing department. The billing department said that this would not be a problem. All that we needed to do was send them proof of change of ownership, which we faxed on 4/22/08 to Danielle Ellis. On 4/25/08 James called to confirm that the fax was received and no further information was required which Danielle Ellis confirmed. Also during the phone conversation with Danielle Ellis on 4/25/08 Danielle told us that the charges for the incorrect advertisement in the Phoenix book would be removed.
To date none of these charges have been removed and none of our conversations with DEX employees appear to be bringing us to resolution. As a result of this, we have stopped paying any monies DEX Media West pending resolution of this situation.
As DEX Media West have chosen to ignore our many attempts at reaching an amicable solution and referred this to credit and collections we are left no choice but to pursue a remedy through the Attorney Generals Office.
We have subsequently learned that our experience is far from unique. The inability to reach anyone during the brief re-enrollment period and lack of follow through or ownership of any Dex employees is leading us to the conclusion that they are doing business in bad faith.