Hi Nicole - We're happy to hear how satisfied you are with our services. We are here for you, and will continue to help you reach your goals when it comes to marketing your business. Thank you for your review!
Original review: Jan. 14, 2016
We were looking for somebody who can help us with our website because we're not computer savvy. We needed somebody to help create it and work it for us. We went to Dex Media for their services and their customer service have always been friendly, courteous and very helpful. Dex Media has added a lot of value to our company. They've set up a website with photos, schedules and pricing and they did the layout as well. There are a lot of people that use websites to search for studios. Setting up a website is obviously working for us.
I have been trying to remove the reviews on my business and have been told no one can get this done... This will be the second time we have had to do this. They were once removed. Now they are back again.
Hello Syed - My apologies for the lack of follow up. As a valued Dex Media client, client care is of the utmost importance to us. We certainly hate to lose you. This matter has been escalated and I'll ensure that you are promptly contacted to address all concerns. Thank you, Ed!
Original review: Oct. 18, 2016
All I am trying to do is cancel my account. When I had services no one call to follow up and quality control called to find out anything good or bad. Now I want to cancel my account I get phone call from the same rude lady who chew gum like a little child during conversation. First she was account rep then she called me as a quality control person. She want 15 minutes to go over on my leads. I am not sure what part they are not understanding that I want to cancel. If you can't cancel that is fine. I will put block on the payment. It will cost me 30.00 but I don't want to deal with you guys. It was my mistake that I gave you guys my business. Please cancel.
I received a letter in the mail from Dex Media notifying me that my white page ad would be renewed soon and if I wanted to cancel it I would need to respond by October 9th. The letter was dated September 19, 2016. The business I work for had already decided not to spend our marketing dollars on the white page ad, so I called and left a message on October 3rd. I called the number provided again on October 4th and had to leave another message. I searched the Dex Media website and found the email address of the person on the letter and sent them an email directly. I called and left another message on 10/5. Still no response. When I paid the bill I also sent a note saying that we were cancelling. It is now October 17th and I still have not heard from anyone. I am very disappointed in the customer service of Dex Media.
We entered a contract with Dex Media about 5 or 6 months ago and it has just been hell dealing with them the whole time from the very beginning. We're paying them good money to jerk us around apparently. From the very beginning we have asked them to remove certain things off our website that are misleading and they have yet to do so. We are a gutter company that install, repair, and clean out gutters and are open 7 days a week yet Dex Media has us listed on Google as a roofing supply store and says we're closed weekends.
We have tried countless times to contact these people and we get no reply. We even did the work ourselves and sent them in what we wanted on our website to replace the incorrect information they put on it. I am shocked at what a scam they are. We trusted them and they turned out to be just another company with slimy salesmen selling lies. Saying whatever they have to get you to buy. Making promises they never planned on delivering on In the first place. DO NOT go into business with Dex Media. Save yourself the time and money. Spend your advertising dollars somewhere else that'll actually pay off for your business.
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I had issues with the Google app for our website so I reached out to Dex Media. My website pulls up a progressive page and then says, "This page is not available," and Dex Media got it fixed in three months. Their service has been valuable.
Good morning, Dave - I hate to hear of the dissatisfaction outlined and any confusion that may have taken place between you and a Marketing Consultant. Our client care team will look into this matter and will promptly contact you in an effort to address and resolve all concerns. Thank you, Ed!
Original review: Oct. 13, 2016
I had a Dex Media salesman come into my place of business and give me his pitch on a Dex Media ad for the yellow pages. After going through everything he didn't have the final numbers for me and said he would have to get back to me. I told him I was leaving town that day by 11 am and he needed to get back with me before then. He didn't call or contact me at all, but he came back into my store and told my only employee that he had talked to me already and I agreed to his numbers that he had.
He then told my employee that he needed to sign the contract so he could get things put into Dex. I never received a phone call from this salesman at all after our first meeting. Then a bill shows up for the whole amount and I call and ask questions about it and all he can say to me "you just don't remember us talking that afternoon". To this day I have refused to pay this bill and will continue to do so. If this is how you train your salespeople to do business then you should be ashamed of yourselves. I will NEVER do business with your company ever!!
We reached out to Dex Media for advertisement and I have been very satisfied with them. I don't have any complaints about them. Their service has been great and their customer service was good. They're professional and they respond quick.
Hi John - I apologize for the frustration experienced due to the matter outlined. Our Client Care team will be reaching out to you regarding this matter with hopes of working toward a resolution. Thank you.
Original review: Oct. 7, 2016
The former owner of our business had an account with Dex Media for a Yellow Pages ad. Now Dex will not cancel the account and keeps sending bills. If we don't pay, since we've refused to renew (in writing), they simply charge her credit card on file! Don't sign up for this worthless service. Nobody uses the Yellow Pages anymore. This is just a scam and they only have employees to sell, not to serve customers! (My only regret on this review is that I had to give them that one star, which they didn't deserve!)
Hello Miriam - It saddens me to hear of the issues outlined and the lack of follow up and resolve. Customer service is of the utmost importance to us here at Dex Media. Please except my apologies for any inconveniences experienced as a result. Management has been alerted to this matter and our client care team will be reaching out to you promptly to address all concerns and work toward a resolution. Thank you, Ed!
Original review: Oct. 7, 2016
We are medium sized child care facility and decided to use Dex Media to handle our online marketing. Since we signed our contract, we have had issues with our campaign manager updating our website in a timely manner. On September 16, 2016, I spoke with our Campaign Manager, Pablo, about removing information from our website which is no longer accurate. He assured me that this would be taken care of with in 48 hours. On September 27, 2016, our Marketing Consultant, Nichole, shows up to introduce herself. We ask her if she knows why the changes had not been made to our website. Nichole immediately apologizes and calls in to have Pablo make the changes. Pablo was unavailable so another gentleman assisted with the updates.
I was told that it would take about 48 hours to make all of the necessary updates. On October 3, 2016, I checked our website and noticed that it still listed a program we no longer offer which should have been removed from our website the week prior. I notified Pablo and Nichole and Nichole proceeded to argue with me that the program was not listed on our website. I sent her a screenshot so she could see that it was indeed still advertised on our website. Once Nichole received this email she sent an email to Pablo asking him to remove the program from the home page of our website. It is now Friday, October 7, 2016 and our website has not been updated.
I called Dex Media Client Care on Thursday, October 6, 2016. I asked to speak with Nichole's supervisor. I was told his name is Joel but no one was able to get in touch with him. When I asked for a phone number to try and reach him myself I was given a generic number and told I could not have his extension but they would email him and have him call me back. When I called the second time I asked to speak with any supervisor and I was told they were all too busy and I would have to wait for someone to call me back. When I said this wasn't good enough I was told they would file a complaint for me. I still have yet to hear from anyone at Dex Media regarding my concerns or when our website will be updated. I am extremely disappointed with the customer service we have received.
Good morning, Kathy - We hate to hear of the dissatisfaction outlined regarding your account and are more than eager to follow up on this matter to ensure resolution. Please expect a call from our Client Care team as they will address all concerns. Thank you, Ed!
Original review: Oct. 6, 2016
Last year Dex started charging us a $5.00 invoice fee so I paid off our monthly Dex charge for the year with a Visa on 10-21-2015 and I told them I did not want to do business with them again - no automatic renewal! Phone Books were 2 months late in printing and information about our account was wrong. No proofs sent out, they just printed whatever they wanted. I thought when I said to them that I no longer wanted to do business with them and instructing them no automatic renewal it was pretty clear - but I guess not clear enough.
Late September, we received a letter regarding Renewal Notice from Dex Media. We were out of town for 3 weeks so I didn't get this letter until the first of October (too late to reply by 9/26/2016) and this matter I thought was already handled in my 10/21/2015 correspondence after my account was paid off and Dex was told I no longer wanted to do business with them. This year they pull the old auto-renewal card on us even though I have been very specific with them that I no longer wish to do business with them. Never have seen any ad proofs and still haven't seen a 2016 phone book! Is there a 2016 Dex Book? Nobody knows! They could have put in that the business was closed and passed them out. Who knows if you never see the finished product. Why would we want to continue doing business with a company that can't seem to get anything right? Oh, and they also filed for bankruptcy in May 16, 2016.
Hello Michael - We're sorry to know that you've encountered such obstacles regarding your account. Please know that this is not indicative of Dex Media and the level of customer service that we offer our clients. This matter has been escalated and you'll be contacted regarding all concerns. Thank you!
Original review: Oct. 3, 2016
Listed below is a timeline of experience over the past year with Dex Media: 2015: 8/25: Signed contract including digital component with account manager Richard **. 9/4: Had appointment with Richard ** to cancel digital portion and only have Yellow Pages due to changes in company regarding website and digital presence. Signed a new contract with Richard **, which now doesn’t seem to exist in my records nor in Dex Media records.
2016: 1/8: spoke to Richard ** concerning a Dex Media set-up fee on our Nov. 2015 billing. I stated in the phone conversation that I hadn’t wanted the digital piece and that it was changed at the Sept. 4 meeting. He asked me to email him the bill, which I did on that same day. I also emailed him on 1/8 asking for a copy of the current contract because I couldn’t find one in my files. I received no response from Richard ** regarding my 1/8 emails. 1/27: Because I did not receive a response, I sent follow-up email to Richard **. I did not receive a response to this email.
2/5: I received an email from Dex Media saying my website was ready for review. 2/8: Emailed Richard ** asking why we received this email of 2/5 since we said that we did not want Dex Media to handle our digital presence. I did not receive a response from Richard **. 3/30: Emailed Richard ** asking again for a copy of the current contract because we were being charged for digital package that we did not want. I did not receive a response from Richard **. 4/25: Again sent a follow-up email to Richard **. Again, no response. 4/29: Received an email from Dex Media stating that we have a new account manager, Tara **.
5/10: Received an email from Dex Media that advertising was suspended. 5/13: Emailed Tara **, forwarding her the 5/10 email, and asking her to look into our account. 5/13: Tara responded that the billing system was offline but she was going to check our history on Mon. 5/16 and get back to me. 5/24: Emailed Tara as a follow-up because she did not get back to me on Mon. 5/16 as she said she would. I received no response from Tara from this 5/24 email. 6/13: emailed Tara ** again as a follow-up. Again, no response from Tara. After that, I attempted to call Dex Media. I found that we had a new account rep, Madison **. When I contacted her, she directed me to customer care response.
8/8: spoke to Santana ** in Customer Care who informed me that the only contract on file was from 8/25/2015 and that we owned the money for the digital services. At this point, I felt that I need to speak to someone with Sales because I felt that if I got proper responses from my account managers starting in January, I may not be facing a $1900 + bill today. I was given the Name of Chandra ** and her phone number. I called her at least 5 times starting 8/25 and left voice messages. I never received a callback. At this point, we may owe the money BUT I feel that if someone along the line had responded to my emails or phone calls, all of this could be avoided. Before I pay any amount, I would like someone from Dex Media to contact me and explain why I never received responses to my emails or inquiries. I feel that I have received very poor customer support for my account. Please respond. Thank you.
Hi - Please accept our apologies for any inconvenience the outlined issues caused you. This matter has been escalated and our Client Care team will be contacting you to address all concerns. Thank you!
Original review: Sept. 30, 2016
Dex Media did not cancel our ad and we have received many bills and they still refuse to make it right. Of course the phone calls and emails cannot be found. Do not use them. I would not recommend them to anyone. Your bill will raise until you're paying 2 to 3 bills in one month. They run the wrong phone numbers. They try to use every call that comes into your business whether it be the number they provide or not when calculating their numbers.
Hello Chelsea - Again, I greatly apologize for the issues encountered surrounding your account. Amanda, on our Client Care team advised that she was able to briefly speak with you regarding this matter, but that you would have to give her a call back. I know you are very busy, so when you have some spare time, please give Amanda a call or reach out to her via email as she is eager to address this matter. Thank you, Ed!
Original review: Sept. 28, 2016
If you or your business were ever thinking of using Dex Media for marketing I urge you not to!! Dex Media has been red flagged by the Texas Better Business Bureau and has over 641 registered complaints in the last 3 years!! They filed for bankruptcy effective May, 16th 2016. I can't reach anyone at this company that can help me with my account and yet they will happily take your money. This is the saddest excuse for a business. Do yourself a favor and use BeRanked to handle all your web design/managing needs as well as marketing, we have happily made the switch!
Dex Media took over our phone book that we've been using for years and their customer service is great. They're professional, friendly, and informative. We've had a lot of people searching for flat glass, mirrors, and shower doors who come in and said they found us through Dex Media.
Hi Cheryl - Thank you for allowing us to handle your print advertisement.
Original review: Sept. 27, 2016
Dex Media is easy to work with and everything is fine. Their reps have been very professional. We don’t get a lot of customers from the advertising, but it’s there for our customers to find us in the phonebook.
Hi Rick - We hate to hear of the dissatisfaction surrounding your account and would certainly like to help. Please expect a call from our client care team as they will address this matter at length and attempt to work toward a resolution. Thank you, Ed!
Original review: Sept. 26, 2016
We signed up for optimization in January of 2016, with lofty promises from our sales rep that we would have Google updates, Facebook updates, and Twitter feeds. As of August, we were still trying to get our facebook right. The biggest damage done was that Dex Media wanted tracking numbers on my Google listings to track their "success". Dex Media kept telling me how many phone calls I was getting, but it wasn't making sense because our phone wasn't ringing. Just for kicks, I googled my business in July. THE TRACKING PHONE NUMBERS WERE ALL DISCONNECTED!!! I informed my account manager and sales rep, and was assured that it would be fixed. Again, no phone calls in September. THE PHONE NUMBERS WERE WRONG AND DISCONNECTED AGAIN!!!
If you need advertising, web presence, etc, DON'T GO TO DEX MEDIA UNLESS YOU ARE PREPARED TO DO EVERYTHING THEY PROMISE TO DO FOR YOU, BY YOURSELF! I will never know how much money, and how many clients I have lost through this experience with this group of unprofessional salespeople. They sell the world, but they don't deliver.
Hello William - I'm sorry to hear of the outlined issues and any inconvenience experienced as a result. This matter has been escalated and our client care team will be contacting you in an effort to address and resolve all concerns. Thank you, Ed!
Original review: Sept. 24, 2016
I originally agreed to a $21.00 monthly charge for Dex's version of my company's online presence. It was a $1.00 increase from last year. It was recorded. I then started getting bills for $35.00 for this service. I called them multiple times concerning the overcharge. They said I agreed to the charge and for me listen to the recorded confirmation. I listened to the recorded message which stated clearly that I agreed to $21.00. The CSR said we're so sorry and we'll get this corrected. It's been 6 months, they still send me a bill with this $35.00 charge. I began to review what I'm actually getting for this $21.00 or $35.00 charge. I did a search on different search engines, Google, Bing, Yahoo. TV repair Helena MT. I'm the only repair shop in Helena MT. I found my company in YellowPage.com, Yelp, but no Dex, Dex was nowhere to be found.
I pay nothing to Google, YellowPage.com, Yelp, Manta, and others. Nothing and I'm listed with them. Why and for what reason am I paying Dex? If I pay them more they'll get me listed in some search engines. At least that's what they say. I have decided to cancel Dex's digital service. They say I signed a 12 month agreement. I said show me where it says 12 months? They say all our agreements are 12 months. I said, "I understand the print advertising is 12 months because the book comes out once a year." I said "you can delete me from whatever digital page you have me listed on. I don't plan on paying another dime to this outfit for their version of online presence."
Hi Laura - I'm sorry to hear of the outlined issues and that customer service expectations weren't met. Chris, in our Client Care Dept advised that he spoke with you and came to a resolution. Thank you for giving us an opportunity to resolve this matter. - Ed
Original review: Sept. 23, 2016
Extremely dissatisfied with the lazy customer service at this company. After attempting to call in for over 4 hours and getting a busy signal, I utilized the online chat feature in an attempt to cancel our services. Deceptively, the company auto-renews policies and does NOT send any notification to the company at the time your services are set to auto renew, AND you cannot opt out of this. Therefore, our company was stuck for another year with these services. After being told I would get a call back within 30 minutes from a supervisor via the online chat, I never heard from anyone. When I called back in a "supervisor" named Chris was incredibly rude. When I stated we wanted to cancel services he said it was impossible. When I told him the online chat associate said there might be a way, he miraculously had a solution. Overall, terrible customer service, shady business operations, and downright corrupt. As a small business owner, AVOID.
Hi Lauren - We apologize for the obstacles encountered and any inconveniences experienced as a result. Our clients mean the world to us and we take complaints seriously. Be advised that this matter has been escalated and we'll be contacting you in an effort to address and resolve this matter. Thank you!
Original review: Sept. 23, 2016
This is the absolutely worst experience with an advertising agency I have ever experienced. After the salesman convinced me to do an internet enhancement package for an astronomical amount I never heard from him again. After 4 months of trying to contact customer service and being on hold for over an hour several times they assured me the "work" was being done although I was supposed to be part of the process. I hired a second company to look into the work that was supposed to be done based on the contract I signed only to find out it had never been done. I had been paying for 6 months and for nothing.
When I tried to contact someone I was told via email it was being taken care of, finally after numerous calls and holding for1 1/2 hours I was able to get ahold of someone that realized the services had truly not been done and they would refund the money and cancel my package. After this we began to have clients walk in at my business telling us our phone just kept ringing when they would call so they just came over instead of making an appointment. After several people telling us this, we realized the number Dex Media had posted online for us was incorrect and was linked to a phone number that just kept ringing.
It took 2 months to have them correct this and when asked for some sort of reimbursement for lost business they said I wasn't paying for the service anyway so they will not provide any compensation. Bottom line is, if you want good advertising for a fair price and to feel like your business matters DO NOT use Dex Media!!! I never write reviews but after the last email from customer service I felt I needed to say something to be heard.
Hi David - I'm sorry to hear of the dissatisfaction regarding your account. Our Client Care team has received this review and will be contacting you regarding all concerns. Thank you!
Original review: Sept. 22, 2016
More than a year ago, while I was an acting Advertising Agent for client, we were visited by a Dex representative who sold us on a very appealing package. We agreed and signed. That was the last we EVER heard from Dex about ANYTHING, including billing until we were notified that the account was in arrears. Unfortunately, I, as the agent, never heard again from the guy who said he'd monitor results and help us "make the most" of the plan. When I tried to contact the company, I was told repeatedly that they couldn't talk to me, as I wasn't on the list of authorized people to talk with. Now, a year later, my client is in collections and has NOTHING to show for more than $2k spent. So disappointing. I've been doing this kind of work for 20 years, and I've never been treated so badly.
Good afternoon, Alina - I would like to apologize for the dissatisfaction outlined and that customer service expectations weren't meeting during your attempts to follow up. This matter has been escalated and you will be contacted in an effort to address and resolve all concerns. Thanks, Ed!
Original review: Sept. 21, 2016
I was promised two websites for $199.00 a month. First website took forever to get finished and forever to have corrections made and my second website has never been done and they Teresa charging me $199.90 per month for one site. I have spent the last three weeks trying to get this resolved with no help and the worst customer service I have ever received. I told them to listen to their recorded contract information at time of our negotiations and it's just been a joke. I can't get a straight answer from anyone or can the give me what I was promised two websites. And yesterday I was told I can't cancel until I pay three months. They is not fair. Stay away from Dex Media.
Lori - Thank you so much for being a Dex Media client. We greatly appreciate you!
Original review: Sept. 19, 2016
We grew up with Yellow Pages and Dex Media is so well-known. Working with their customer service reps has been fine, and the services Dex Media provides are very valuable. When our company first opened, their people were more than helpful, and I leaned on them for the first five years. We displayed ads and they handled our online stuff, too. Dex Media's services have absolutely ran smoothly and they've been really useful.
Tina, thank you for being a valued client and allowing us to help your business reach its goals! - Ed
Original review: Sept. 16, 2016
When I started my business in 2005, the internet was not as prevalent as it is now so I took out an ad in the yellow pages. Back then it was print ads that brought business in, and I've stayed with Dex Media ever since. They also handled search engine optimization for me and I'm very satisfied with their customer service.
Alison - We're happy to hear how satisfied you are with our marketing efforts for your business. Thank you for sharing your feedback!
Original review: Sept. 9, 2016
Our company reached out to Dex Media for advertising purposes. Their Yellow Pages services have been very valuable and the reps have been very professional, pleasant, and right to the point. They only contact us when we have to renew.
Hi - We greatly apologize for the obstacles encountered during your attempts to reach us. Trying to contact us should never be difficult or create inconveniences for our valued clients. This matter has been escalated and you will be contacted in an effort to address and resolve all concerns. Thank you, Ed!
Original review: Sept. 7, 2016
We were DEX Media customers for many years in 2006 - 07. The ads worked then nothing -- for several years, no joke we have been trying to stop the ads since 2013 - we wrote notes asking for someone to call us but no one did. Of course the bill says you cannot do that but what is the alternative... Call them -- NOW THAT IS A JOKE. The Customer service is an absolute JOKE!!! My phone logs have had me on hold cumulatively, I spent almost 20 hours on hold with never talking to a person - many times the phone would just drop dead or I would suddenly get a fast busy...
Finally we get an email saying only Marketing Consultants are the only ones who can modify a contract. WHAT A JOKE. Finally we stopped paying the money bill and then got a call from some fast talking person who would not let me get a word in edge wise. I finally got a final bill for, YEP the entire balance of the contract - YOU KNOW WE WILL PAY THIS BS MONEY and we will be publishing this on almost 1000 blogs -- this is the death on a good company.
Hi Norbert - Thank you so much for giving us the opportunity to help make your business a success. - Ed
Original review: Sept. 6, 2016
We got services for our shops in Wausau and Merrill, Wisconsin. There was some confusion at first but we got it straightened out and I was able to do the phone book for the areas. Customer service is friendly and helpful. The result is a little weak for the new one, which is in Merrill, but Wausau is very strong.
Good morning, Sharon - I hate to hear of the issues outlined regarding your account and that customer service expectations weren't met during your attempts to follow up. This is definitely not the type of experience we want any of our clients to encounter. This matter has been escalated and you will be promptly contacted to address and resolve all concerns. Thank you, Ed!
Original review: Sept. 3, 2016
Dex has been billing me for an ad I did not place back in April 2015. I called after I received the first bill and was told that I was correct, but only the sales rep could stop the bill. I called the rep and for a week and left messages but he never returned my calls. I called Dex again and asked for his supervisor - was given a wrong number. Called Dex again and then called supervisor - same thing... no response. I then called Dex numerous times, emailed numerous times and sent letters numerous times. They have acknowledged that there is no signed contract but continue to bill me. Now I am have been turned over to collection! What the heck! How do I stop this nightmare?
Hi Donna - I'm sorry to hear of the issues you encountered surrounding your account. That's definitely not the type of experience we want any of our clients to have. Chris, in our Client Care Dept, advised that he was able to speak with you regarding your concerns, and was able to work toward a resolution. If you need our assistance in the future, please don't hesitate to reach out. Thank you, Ed!
Original review: Aug. 29, 2016
I had done phone book advertising with Dex Media and their predecessor Super Media for many years. At the end of 2015 Dex started changing their computer software, billing, online payment systems and it all fell apart. I would pay online and the payments didn't come out. I would get invoices with 'back billing' on them. I would call and be on hold for an hour at a time and still not get through. In April 2016 I agreed to an internet advertising program. It took almost a month to get the company profile completed because their software was so inept. I needed to send my information to the rep when I should have been able to upload the information myself.
Dex Media as a whole is poorly organized and poorly managed. They also never began billing for this product until August. I am $280 behind and when you call them they originally told me I had a zero balance. Do not do business with this company. Any and all marketing that they will push to you, you can do it yourself. You can go to Yelp and Google and 4 Square and do it yourself. It isn't worth the hassle and definitely not worth the expense. I was on the phone with them again this afternoon and spent 15 minutes with a phone rep and got nowhere. But as the young woman kept apologizing for the inconvenience. She also said to call back tomorrow because the resolution center closed at 5.
Hi Esther - Thank you for being a long time Dex Media employee and your loyalty is greatly appreciated! I will have our client care team reach out to you to discuss your account and see if we need to make some changes so that you can receive your optimum results. - Ed
Original review: Aug. 27, 2016
We've been with Dex Media for many years. It was working well in the past, but everything has changed now. A lot of our work is from word of mouth and I don't have anybody telling me that they found me on a phonebook. A few people find me on the web, but not very many say anything about Dex Media. However, our overall experience with them has been fine.
Dex Media Company Profile
- Company Name:
- Dex Media
- Company Type:
- Formerly Named:
- 2200 W. Airfield Dr.
- Postal Code:
- United States
- (844) 311-8254