This business is not BBB accredited.

Direct Source Copiers, Inc.

Phone: (888) 794-2679 Fax: (951) 302-2955 33175 Temecula Pkwy Ste A, Temecula, CA 92592 http://www.digitalsystemcopiers.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Direct Source Copiers, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 14 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

14 complaints closed with BBB in last 3 years | 4 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 2
Delivery Issues 0
Guarantee/Warranty Issues 5
Problems with Product/Service 6
Total Closed Complaints 14

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Direct Source Copiers, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 2
Total Customer Reviews 2

Additional Information

BBB file opened: Business started: 01/01/1995 Business started locally: 01/01/1995 Business incorporated 06/29/2000 in CA
Type of Entity

Corporation

Business Management
Mr. Dave Stokes, President Mrs. Tracy Stokes
Contact Information
Principal: Mr. Dave Stokes, President
Business Category

Copiers & Copier Supplies


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    33175 Temecula Pkwy Ste A

    Temecula, CA 92592 (888) 794-2679

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/22/2016 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Product received is broken and cannot be repaired (per techs) took almost 2 moths to receive and 2 more months trying to repair The machine (Canon ImageRunner) we received has never worked properly. Several parts and techs later and it still does not work. The last technician that came out finally said it cannot be repaired (April 29) First it was a network card, then the mother board. Then the tech didn't know how to reprogram those boards so they needed to send out another tech that could. The tech left and within a couple of copies the paper was jamming. The tech then returned to say it needed a new drum. The new drum was installed and the copies were coming out hazy and crooked. The tech returned yet again, spending several hours trying to fix it and finally declared it dead. I immediately talked to **** and he said ***** (the owner) would have to call me back in 5 minutes. I waited and called back 2 hours later. He was "on another line" and receptionist said he would call me back as soon as he was off. I then called back an hour later and no one answered the phones. I called and left another message with **** on May 2, 2016 and still no return call. I finally called again on May 12 and got a hold of him. He is refusing to come pick up the machine or give me my money back saying I signed a contract. We ordered this machine January 25 and it was delivered 3/22 (even though I received emails saying it would be ready around 2/22 to ship),. The Canon C5030 still doesn't work. ***** claims we signed an agreement and our only recourse is to trade it in for another machine. I really don't want to work with Direct Source anymore but am not sure what my options are. I feel I have been more than patient. They have tried to fix it, but when the tech says it is unfixable then you need to suck it up and remedy the situation immediately, not avoid numerous messages from me for 2 weeks. It has been almost 4 months since I was originally charged, I have had at three different techs tell me this machine is in horrible condition and very old. When a product is received broken and unable to be fixed the seller should be held accountable. By ***** saying that I signed a contract stating there are no refunds even if the item is a lemon is ludicrous. I know Direct Resource Copiers response will be identical to all the others on this site which is not comforting. There must be some sort of lemon law on copiers

Desired Settlement: I would like a refund and removal of the Canon c5030 from my office. I no longer want to have business relations with Direct Source Copiers. After seeing other reviews on this site and other review forums I now see that this situation is not an anomaly and I will most likely incur further problems down the road with any other machine he tries to sell me. I have already had to extend my lease on my Ricoh machine since I could not get the Canon c5030 Image Runner to work. That is 4 months of extra expense and probably another 2 months waiting for another machine to be delivered. Meanwhile DRC has had my $2,969.20 sitting in their bank account.

Business Response: Initial Business Response /* (1000, 9, 2016/05/27) */ Our office had already reached an agreement to replace the copier with Mr. ****** prior to Mrs. ****** filing this complaint and despite what Mrs. ****** indicates which puts our office is in compliance with the terms/conditions, policies/provisions as contained her their signed contract with our office. They signed the no refund policy/provision, term/condition of this sale and no refunds means no refunds despite what Mrs. ****** indicates and is a legally binding contract between our respective offices. The only matter left to decide is which copier they now want to replace the Canon with. As soon as they let us know which one they want, our office will have it shipped to them and business will be deemed fulfilled and completed. Initial Consumer Rebuttal /* (3000, 11, 2016/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I filed this report with BBB after waiting 4 months for a copier to be delivered and working. I own a business that relies on technology to work and be fully functioning. Any other business that sells a product will stand behind it and not expect someone to wait around to see if it can be fixed for 2 months when it was supposed to be as easy as "Plug and Play" per ***** when he was selling it to us. It was also only going to take 3 to 5 weeks to deliver (8 weeks was actual). He has made the offer to replace this machine (after 2 months of repairs and 2 weeks of avoiding me) with another copier but we had to have a working machine immediately. We don't have another 2 months to wait for a new copier to arrive. This product was not received as advertised and having a no refund policy on a lemon is not a good or legal business practice. I really do not want to have further business with this company. The "agreement" to replace the copier was only after several attempts over 2 weeks to contact ***** and not having phone calls returned. I finally reached him and he got very agitated with me, threatened to hang up on me. We never had an agreement to accept another machine. He sent me info on a potential new machine for me to look at but we never agreed on anything. no new contracts were forged. If Direct Source Copiers wants the broken Canon ImageRunner back, they will need to arrange for pick up. I have sent them notification to pick it up immediately. We will see if they respond. Final Business Response /* (4000, 15, 2016/06/14) */ ***Document Attached*** On this customer's Paid in Full invoice that I am attaching herein for reference all the policies/provisions, terms/conditions were fully, clearly and completely contained therein as follows: "90 Day Canon Parts Warranty. In lieu of NO REFUND policy there is a 30 day manufacturers replacement guarantee." which replacement guarantee has expired, but our office has indicated that we would replace the machine. If you will pay attention to the "Please approve and fax Back to XXX-XXX-XXXX Ms. ******'s signature is there agreeing to. Accepting. Acknowledging. Approving and fully authorizing to all the said terms/conditions, policies/provisions of this sale and IS A LEGALLY BINDING CONTRACT IN THE STATE OF CALIFORNIA. Our office is honoring the 30 day replacement guarantee after that warranty has already expired which Ms. ****** is attempting to BREACH by way of charging back her credit card as a way to get around this legally binding contract and for the BBB's information was just recharged to her credit card because Visa/Mastercard cannot terminate, nor null and void said contract because it's outside the scope of their authority despite what her card issuing bank is advising her. We're honoring the terms/conditions, policies/provisions of the contract between our respective offices and our office should have a reasonable expectation that the customer be bound by the same terms/conditions, policies/provisions as our office is. No refund, means no refunds and our office is being gracious enough to replace the copier, even though after the 30 day replacement guarantee has expired, our office is under NO obligation to do so but are in an attempt to resolve the dispute between our respective offices. If the customer refuses, then there isn't anything further our office can do to further assist them. Even if Ms. ****** takes it to Visa/Mastercard Arbitration? When she loses because as discussed above nullfying, terminating the legally binding contract between our respective offices is outside the scope of Visa/Mastercards authority and when she loses in Arbitration, they'll charge her $500.00 for it going to Arbitration when our office is honoring the terms/conditions, policies/provisions of the contract between our respective offices and is legally binding. Please have the customer contact our office and we'll replace her copier with another like copier! Period. End of Story. We're trying to help her but we're not the one whom is breaching the contract between our offices. Ms. ****** is. Should you have any questions and/or comments or should you require anything further from our office at this time please do not hesitate to contact our office directly. Thank you! Final Consumer Response /* (2000, 25, 2016/07/22) */

3/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: FRAUD!!! Send me a broken printer that can not be repaired. Will not issue a refund. Lies about everything throughout the entire transaction. OK, Where Do I even begin this nightmare with Direct Source Copiers. I ordered the copier, model ***** C2000 on October 1, 2015. ***** at DSC informed me that there were only a few in stock with Mac (Apple) software installed so I needed to act fast. He made the call to ***** with me on a three way call to confirm that they had one. I was told delivery would take about two weeks. Well, a month passed *** after contacting *****. I was informed that the copier was in rebuild. WHAT? I was under the impression that it was new. I was never told that this was a used printer. And, whatever happened to it being in stock? So... more time passes. Meanwhile I have down time due to the long wait. Finally, after contacting him again, on December 2nd, two months later, ***** tells me that he ordered the truck to have it shipped to me. I received the copier on December 4th. I was able to turn it on and all seemed fine. I couldn't use it though because it came with no power cord. They sent a power cord. Received it around the 10th of December. So, the copier that I ordered over two months prior was a c2000. What I actually received was a ***** c3500. I tried to get this to work to no avail. I could not scan to email or scan at all as promised. Network included as advertised. Nope!! The toner, drum and developer included. All on the verge of being empty. So, I managed to get it to copy and print. But it has these thick black lines all across the pages and we still cant scan. I contacted DSC and they said they would send a technician out. The technician's name is ******** ****** with BBM systems. He initially was able to come out on or around the 20th of December. Well, he said that the copier needed firmware in order to work with our office computers and Macbooks. This annoyed me since they told me that they had tested the copier with a Mac prior to sending it out. That's a false statement. So, since ******* had the firmware for the C2000 model which I ordered and never received, he had to hunt down firmware for the C3500 which is what I received. Also, he spoke with his specialist and was told that the laser was broken which was why all the lines were there. ******* looked into it and found that since this was a 2006 model (WHAT?) that the lasers were obsolete. ***** said they would send another laser out for him to install. ******* assured me that this would NOT work but that he was obligated to try it anyway. Around the beginning of February after many calls to get the correct firmware and wait for the laser he was able to install it. Of course now its worse than ever. Now it has thick lines, everything is blurry and it prints only in purple. ******* tried to install the correct firmware. The copier would not accept it due to the fact that it is 10 years old. So at this point I'm just DONE! Then ***** has the audacity to try and tell me that they want to change out the drum. WHAT??? I began demanding a refund. There was one printer, new that I was possibly interested in. A Kyocera brand. ***** said that he could exchange it for that. I asked him for a quote to see what the difference would be. I also asked ******* for the same quote. ******* quoted me $2699.00 ***** quoted me $4126.00 for the same exact copier. What that tells me is that ***** is trying to basically get me to purchase both printers. He then said that he could only replace the *****, per *****'s rules. I find that hard to believe as well because her was certainly willing to replace it with a Kyocera which is a completely different company. I have included the emails exchanged back and forth as well as a record of the calls made to ******** with BBM systems. What I want is a full refund of the purchase price, they need to pay the BBM invoice for the ridiculous "Laser Repair".

Desired Settlement: A full refund. I do not want to do any further business with this company. I would like them to arrange for shipping and have the copier shipped out of here. They also need to pay for the technician that they had sent out. A FULL REFUND and ALL shipping costs

Business Response: Initial Business Response /* (1000, 8, 2016/03/01) */ Our office has been in business for 30 years and we are not fraudsters otherwise we wouldn't have been able to stay in business this long if we were but already agreed to pick up the copier and refund this customer as soon as the copier has been received. Matter is satisfactorily resolved between both parties.

1/25/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought a Lemon Kyocera Copier from this company, and no satisfaction. Dead copier. We bought a brand new Kyocera copier from this company, and a service contract for an additional $275. The copier had problems from day one, and we tried everything, had their people into the office over and over, and the copier is now a 400 lbs lunk of sleeping parts. The company (who sold it to us) points to a service company who says they can't do anything, who offers no solution. We called another person to look at it who says that it needs $1200 in parts +_ labor. We haven't even had this machine for a year. It is a total lemon, and it should have been replaced when it failed within 3 months (We asked for that). Still no satisfaction.

Desired Settlement: I want this copier to work. Simple and clear. Please send an excellent repair person, keep your service contract and warranty promises and make it work.

Business Response: Initial Business Response /* (1000, 10, 2016/01/12) */ Our office is in receipt of the above referenced BBB complaint and have the following information in rebuttal thereto: First, attached hereto please find the customers Paid in Full invoice, invoice #****** (hereinafter referred to as "Invoice", "invoice #XXXXXX" or "paid in full Invoice") dated December 24, 2014 and Is marked as Exhibit "A" in it's entirety wherein all the terms/conditions, policy/provisions are fully, clearly and completely contained therein. Please pay particular attention to the following policies/provisions, terms/provisions as follows: "1 year Kyocera parts warranty, in lieu of NO REFUND policy there is a (90) day manufacturers replacement guarantee. Customer may purchase local service contract to maintain copier and pay labor charges not covered under parts warranty." Which same policies/provisions, terms/conditions were dully, clearly and completely agreed to. Approved. Accepted and acknowledged by way of the 4istomerrs office by signing the invoice and emalling it back to our office on December 24, 2014 all pre-sale and pre-shipping. Also attached hereto please find the customers Service Contract, dated December 25, 2014 (hereinafter referred to as "service contract") wherein the terms/conditions, policies/provisions are fully, dearly and completely contained and Is marked as Exhibit "B" in its entirety. Please pay particular attention to the following policies/provisions, terms/conditions as follows: "This agreement includes service calls, during normal business hours, as reasonably requested, required by causes OTHER THAN carelessness or improper handling and use of the equipment, EXCLUDING damaged caused by fire, lightning, power surges, riots, or acts of God, abuse, operator error and/or negligence.. .." Balance deliberately omitted by me but Is there for your review and perusal. "The term of this agreement Is for a period of one year (unless otherwise specified) and is automatically renewed (at the sole discretion of DSC, Inc.) at prevailing rates. DSC will NOT replace any machine under this contract and if THE AMOUNT OF REPAIRS IS MORE THAN THIS CONTRACTED AMOUNT, DSC WILL TERMINATE THIS CONTRACT WITHOUT THE REPAIRS BEING PERFORMED AND WITHOUT NOTICE," Service technicians will NOT be sent for installation of consumable items." Upper part of paragraph 3 deliberately omitted by me, but is there for your information, review and perusal. "Networking is excluded from this contract as well as slit glass cleanings, external parts, clearing paper jams, PM Maintenance or cleanings for operator error." Which same contract was fully, clearly and completely approved. Agreed to. Accepted and acknowledged by way of the customer's office signing i and emaillng it back to our office on December 24, 2014 which this service contract will bec9me an intriguel part of our offices' response to this BBB complaint but will be addressed later on in this response. The copier was delivered and signed for by the customers' office on January 8, 2015 and our office dispatched the service technician to go to the customer's office and install the copier and from that date until June 25, 2015 (a full 6 months after taking delivery of the copier) our office didn't hear a word nor peep from the customers' office until ***** contacted our office stating he was having "copy quality issues" with the copier and, was transferred to ******. ******, after trouble shooting a few Issues with *****, was informed by ***** that this copy quality issue started AFTER he purchased a toner from someone else and replaced the toner. ****** advised ***** to contact the company that he ordered the toner from and get it replaced. So obviously it's not been working since day one cannot be the truth If they ordered more toner despite what his copy count says. Why would you put gas in your car if you didn't need gas? Exactly. On June 26, 2015 ****** of our office received an email from ***** that I am attaching hereto for your information, review and perusal which evidences, validates that it's our office that Is telling the BBB and the general public the truth and is marked as Exhibit "C" in it's entirety wherein ***** Indicates as follows: "Hey ******, ***** with Brave New Telemedla again. I followed your advice and contacted the place where we got the toner to get a replacement. In the meantime, we ordered Kyocera brand cyan toner from a different company and it is still giving me the same error. I can't imagine that two toners from different companies would both be defective. Can you send a serviceman here to look into the machine after all? Thank you, ***** T Office Assistant Rentboy.com Manworks.com" At that time our office sent over a request for service to Ron (c) Compucal to go over under the customers' service contract to find out what's going on. On June 29, 2015 our office received a call from Compucal from the customers' office and it was determined by them that the toner that the customer ordered from another company was a compatible toner, not an OEM (origial equipment manufacturer brand toner which is recommended by the manufacturer d ring the first year because if there is any issue caused by a substandard toner, the manufacturer voids the 1 year parts warranty anyway) toner which "gunked up" his developer unit AND his drum unit and needed to be replaced, all sensors needed cleaned which means getting into the body of the copier. The compatible toner needs to be completely removed from all rollers, gears, actuator switches, sensors and CAN take out a toner supply board too, That's the risk you take with compatible toners and is a process of elimination because up until this point? Our office hadn't had any contact with the customers office at a1111 so it was working since day 1 otherwise we would have heard something from them. Sorry, that's it. Toners, developer units and drum units are "consumable" items and 1) aren't covered under his service contract nor the cost to replace them and clean out tile machine and 2) Isn't covered under his year parts warranty either because this is considered a) operator error and b) is a consumable issue, not a parts issue and if this compatible toner damaged the toner supply board which IS a part, It is specifically excluded even from the manufacturer because of this compatible toner, Not our rules but the manufacturers rules. ***** contacted our office on July 9, 2015 and spike with ****** and it was explained to him why these items are not covered under his service contract nor under the 1 year manufacturers parts warranty and was quoted $200.00 for the drum and $195.00 for the developer unit and he would need a new OEM toner for $89.00. So, our office heard nothing again from the customers office until August 19, 2015 wherein the customer purchased an OEM Developer Unit and purchased a drum from Compucal and had already purchased an OEM toner back on June 26, 2015 which he put in that didn't fix the issue, (You can contact Rbri Compucal to verify the truth in what our office is stating; his # is (XXX) XXX-XXXX) what do you think Is going to happen? If someone puts sugar in your gas tank, ju filling It with new gas won't fix the underlying Issue. All fuel lines, carburator, etc. havd to be flushed and replaced BEFORE you add the gas and can go. You can't put a band-aid on a cut requiring stitches, So at that time and after much cursing by the customer stating he didn't want Compucal back out there we contacted Randy at Copynet to go to the customers office to diagnose and of fix the customers' issue and keep our office in the loop. Randy made an appointment to go to the customers office on August 25, 2015. On August 25, 2015 our office received a call from the service technician Indicating that the building was surrounded by police people were being arrested and boxes being brought out by police but made the 5 floors of stairs up to the customers office which the hallway was filled with police officers. As he approached the customers office he was stopped by the police and went through 15 minutes of intense interrogation questioning him to as why he was there. Randy told the police officer he was just there to take a look at Brave New Telemedia's copier and was advised by the police that owner, ******* ******, was arrested for running a male prostitution ring and that he couldn't go In their office and was ushered out the door. Attached hereto please find an email ****** of our office received from Randy evidencing all of the above that I am advising you as proof and validity that our office is telling the truth and is marked as Exhibit "D" in it's entirety where in he indicates he WILL NOT GO BACK OUT THERE. But his # is on that email if anyone wants to call and verify the Information provided herein now that the customer has posted a public complaint and after the story was in the newspaper for the whole world to see. This event made national news. Attached hereto pease find a newspaper article dated August 25, 2015 (written August 25, 2015 by **** ******* of the New York Daily News) which further evidences and proves what our office Is apprising the public and the BBB regarding everything our office is stating and It Is larked as Exhibit "E-1 through and Including E-3" In it's entirety and he bonded out on $350,000 bail according to the article. That was the last time our office heard anything from this customer until we received this BBB complaint on December 29, 2015. That's 4 solid months and if this was so pressing on him and such a problem for him, then why haven't we heard from him In the 4 solid months he's been out of jail on Makes his complaint look like smoke screens and mirrors to divert attentions away from the fact the customer messed up his own copier and is trying to blame our office when he bought a substandard compatible toner and killed his own copier. Not our office's fault. We've been trying to do everything to assist them, going above and beyond what Is even required for our office to do, but they do not like the answer. Thais not our offices' fault. We didn't hear a peep from them for 6 months prior to them putting In this compatible toner so the customer's not telling the truth in regards to this Issue to the public. If you will look at the customers' service contract, it doesn't cover operator error, negligence, improper handling or carelessness. In addition the service contract also states that our office will not replace any copier the service contract nor will our office cover the cost of repairs if those repairs exceed the price paid for the service agreement and even in the customers own words i s going to cost (retail) $1200.00 to fix what he did to it. After we were told by ***** that he was using compatible toners our office terminated his contract (but up till this point the copier was working perfectly) which Is our offices' right to do under the signed service contract and the customer approved the terms/conditions, policies/provisions in that same service contract. Business is deemed complete as far as our office Is concerned and nothing further for our office to do. Now, our office has been telling the truth, backed it up with Independent from this office documentation and further proves this customer Isn't telling the truth and it's shameful that his only way to hurt our office is to go after our BBB reputation. How deceitful and underhanded especially since we tried to help him. Unprofessional as well. Our office has been In business for 30+ years and have a better BBB rating than Disney and conduct professional, ethical business, but this customer is trying to scam our office and is using the BM to do it. His 1 year parts warranty had already expired by the time he flied the BBB Complaint. Our office terminated his service contract which we are allowed to do as agreed to. Approved. Accepted and acknowledged by them signing the service contract in June, 2015. There is nothing further our office can do to further assist them. They need to accept personal responisibility for their own actions and don their big boy pants and fix the damage they did to their own copier. Not our office. You can't make this stuff up! Now, I would like to address Mr. ******* updates it) his BBB complaint. Yes, I did have ****** call Mr. ****** and try to reason with him to dose the dispute because we didn't information to have to send the BBB all this public information about this customers arrest for prostitution, etc. so he wouldn't be more embarrassed so yes, We tried to talk him into closing it to keep this from happening, but again, as is evidenced by all the information contained herein and attached hereto reasoning with him had no affect and only has forced our office to reply to this complaint and attach all the attachments to prove our office is telling the truth. The only thing our office is going to do to further assist this customer is give him the name telephone #s of the local certified Kyocera service centers in the customers area to come and fix the damage the customer themselves caused to their copier and they are contained on the last page of this response. In closing, this customer also wrote Kyocera Tech support whom forwarded ft to our office and after we supplied them with all the same information herein to them, they referred this customer back to our office. There isn't anything they can do to assist him either especially since they were apprised of the Information that the customer used a substandard compatible toner In his copier and it caused the damage to the copier according to the service provider, I just received an email from Kyocera they are going to assist him (but p.5.? indicate they DID find a "bogus toner" In the machine) so? far as our office Is concerned, Contract full filled. Business is deemed complete. Should you have any further questions and/or comments or should you require anything further from our office at this time, please do not hesitate to contact our office directly at XXX-XXX-XXXX. Thank you.

9/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Direct source failed to preform written and verbal commitments promised in both delivery and promised set up of unit Unit is disassembled Direct source failed to preform written and verbal commitments promised in both delivery and promised set up of unit Unit is disassembled we have written emails from direct source promising setup and delivery dates

Desired Settlement: Unit cannot be used direct source failed to perform written commitment to install printer we where forced to purchase from a company that delivers and setup as promised direct source to issue pickup of un-usable un-assembled

Business Response: Initial Business Response /* (1000, 5, 2015/09/09) */ Our office is in receipt of the BBB Complaint dated this date and have the following rebuttal in regards thereto. First, attached hereto please find the customers Paid in Full invoice dated July 27, 2015 which contains all the policies/provisions, terms/provisions of this sale and is marked as Exhibit "A" in It's entirety for your Information, pursuer and proof (hereinafter referred to as "sales contract" or Invoice") that was fully agreed to. Approved. Accepted. Acknowledged and fully authorized by the customer by way of the customer's email to our office received on July 30, 2015 all pre-sale and pre-shipping (which same email is attached hereto and Is marked as Exhibit "B-1 through and including B-2" in it's entirety), Please pay particular attention to the following policies/provisions, terms/conditions of this sale as follows: 1 Year Ricoh Warranty, in lleu of NO REFUND POLICY, there is a 90 day replacement guarantee. Customer may purchase local service contract to maintain copier and pay for labor during warranty period no paid by DSC or Ricoh. Also: Customer may call 888.794.2679 Upon receipt of copier for set up and coordination of install. Not included in price, Approx: $150/hr. for Networking and Install. (Networking to CPU Extra). And the reason that is crossed out is because the customer declined this service. In Addition, please see in the totals category if further evidences "Basic install OPTIONAL and Networking OPTIONAL". Please see exhibits b-1 through and including b-2 (the email from the customer and david ****** of our office) attached here to wherein if further evidences: 1. The customers email to our office dated July 30, 2015 the customer agreeing to. Approving, Accepting. Acknowledging and fully authorizing all the policies/provisions, terms/provisions of this sale as follows: "All set order approved. Thank you. ******* ********" 2. a) Please ensure that this quote reflects the items discussed and is to your expectation. Let us know if it is not and we can revise the invoice to reflect your needs. B) Also... Please remember to call us when you receive the unit so we can confirm the order is received and complete and I can coordinate install for you for the $150 and **** will take a free look at the ***** and email you an estimate for rebuild. Which he further declined. Lastly, attached hereto please find the email from **** of our office to the customer which contained the tracking information for his copier, dated August 14, 2015 and Is marked as Exhibit "C" hereto in it's entirety for your information, pursual and proof the validity of what we're going to address a little later on in this response. Please pay pay particular attention to the following: If this is a machine please make sure to cal into our office upon receipt of the copier BEFORE unpacking the boxes so we can verify everything is received. Now let's get down to the real, true and actual facts in regards to this dispute and what our office is prepared to do to further resolve it. This man doesn't want to honor the terms/conditions, policies/provisions of this sale and Is vindictively going on a social media tirade to financially harm cur office because just like the BBB expects our office to honor the terms/conditions, policies/provisions of the sales contracts we are expecting the customerto be held to the same standard which this customer had in his possession, custody and control for 5 full days prior to giving our office his credit card information for the purchase of this copier and a full 3 days before emalling our office his sales contract approval to have made any modifications, Added any upgrades, etc. but chose not to change anything. If you will please notice that set up and Install is specifically excluded from this sale so our office wasn't supposed to set up nor install this customers copier for him so the fact that he Indicates we never did, is true, because he declined it, Whose fault is that? Certainly not our offices' fault, We were contracted to sell him a Ricoh MP201SPF Copier for $1990.00 which is exactly what we did. The fact that he indicates we breached this contract by not delivering the copier Is a LIE because he took delivery of his entire order on August 14, 2015. Attached hereto please find the Averitt Express proof of delivery which is marked as Exhibit "D" hereto in it's entirety that validates and proves same. 3ust because lie threw a temper tantrum because we dIdint babysit him and hold his hand during the delivery process is irrelevant and he hastily purchased a copier from some other company doesn't nullify nor void the contract between our respective offices 'nor does It nullify nor void the no refund policy. The only reason this man is going on a tirade is because we're binding him to his sales contract with our office (which is expected of us) and this is his way of getting what he wants or so he thinks (our office to pick up the copier after we shipped him EXACTLY what he ordered from us. A full refund devoid the 25% restocking fee that the manufacturer charges our office for Its return). Why should our office bare the burden of these costs when we did exactly what we were contracted to do from the onslaught? Not That's not going to happen no matter how much of a tirade he continues to go on, ' Our office sells 200 machine a month and our bad review ratio is .XXXXX% because you can't make some people happy no Matter what you do and after receiving all his nasty, threatening emails thus far we finally referred him to our offices' lawyer for further correspondence. Another reason he's on this little temper tantrum, Good grief how unethical and unprofessional can one man be? Honestly! If this customer wants to return the machine, our office will go over and above our own office policies to accommodate him just to resolve this dispute even though our office is under no obligation to do so and will accept it back for return under these conditions (1) this customer will have to ship the copier back to us and it will need to be inspected that it is returned to our office in the manner in which it was shipped to the customer in originally 1.e, new; unopened; unused and undamaged and if It passes *********** our office will (2) refund the customer minus the 25% restocking fee that will be assessed to our office because of its return by the manufacturer, Why should our .office bare these costs when we did exactly what the customer contracted our office to do from the beginning? If the customer declines this offer in order to resolve this dispute then there's nothing further our office can do to further assist him as our office is honoring the terms/conditions, policies/provisions of this sale and we should have a reasonable expectation that this customer be bound by the same standards. Thank you.

8/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We can't get this company to take care of the problems we are having with a product we purchased from them. "BUYERS BEWARE" This company will not take care of you and doesn't care if you are a satisfied customer or not. We purchased a Kyocera copier from them in Aug. of 2014 I had never purchased a copier of this size before, but I was assured by the owner what a great copier this machine was. April of 2015 one of the document feeders quit working. They sent a tech to work on it, but he left with the issue unresolved. I had to call them to find out what the techs findings were after not hearing from anyone for 2 weeks. They said I needed some component and it would be warrantied. We got it and it turned out to be the mother board??? The tech came and put the new board in and it still didn't fix our problem, so he ordered another component. He put that in and it still didn't fix the issue. He worked on the copier for about 5 hours. When he got here it would do everything, except pick up 11x17 paper from the malfunctioning tray. When he left he didn't work at all.It wouldn't scan, print or copy with the exception of printing very pale images in black and white only. I had to call this company again, and they said it needed another part that was going to cost me 300.00, even though it worked fine before their tech touched it. I ordered this part anyway, because we needed the copier. We were in a time crunch to get some important documents out to a client. 1000's of pages. The owner of this company said they could get the part out and I should have it in a couple of days. When a week passed *** I hadn't received I called and he wouldn't talk to me, so someone else took my call. He said he could get the part out and we should have it in 5-7 days. I had to sign a document to let them charge my credit card for the 300 dollars. Everything they have shipped us was sent to our job location in Florida. I purchased the copier and this transfer belt with my personal credit card and the billing address is a Colorado address. When I signed the document I didn't realize they had put my home address as the ship to address so needless to say, 11 days later, my part is in Colorado and they have no desire to help me with this issue. I have gotten short with them a few times, but I feel that I have every reason to. We paid 3800 dollars for this printer, we've printed just over 12,000 copies on it and basically haven't been able to use it since late April. We are stuck with a copier that doesn't work and bought it from a company that has no desire to fix it.

Desired Settlement: I feel that they should replace this copier with one just like it, that works. They can't seem to even figure out what is wrong with this copier.

Business Response: Initial Business Response /* (1000, 8, 2015/08/11) */ Our office is in receipt of the BBB Complaint and have the following information. Our office thinks it's a little over the top that this customer is saying beware of our company when our office saved her a thousand dollars when purchasing this unit from our office on August 26, 2014 originally and hadn't had any issues with the copier until May, not April, 2015 and even though our office is under NO obligation whatsover to do so but did, as a courtesy to the customer, send a request for service to Precision Engineering (a service technician In the customer's area for 20 years) to go out to the customers location to diagnose and/or fix the issues the customer raised when she contacted our office on May 18, 2015. Attached hereto please find that email that was sent to Precision Engineering as a courtesy for the customer and It is dated, May 18, 2015 so thats 8 months after her taking delivery of the unit she purchased from our office in which the copier was functioning properly. At the time of sale, this customer did not purchase any extended warranty nor service contract from our office or anyone to our knowledge and it's not required but she didn't. The customers copier came with a a 1 year Kyocera parts warranty on the copier and a 90 day replacement guarantee. Please see the customers' Paid in Full invoice, invoice #XXXXXX wherein she approved. Fully and clearly agree to. Accepted. Acknowledged and authorized all the terms/conditions of this sale all pre-sale and pre-shipping the copier this customer ordered on August 26, 2014. Please see the following policy/provision as contained on her Invoice as follows: "1 year Kyocera parts warranty. In Lleu of no refund policy, there is a 90 day manufacturer's replacement guarantee. Customer may purchase local service contract to maintain copier and pay labor charges not covered under parts warranty" Which same policy/provision was fully, completely and dearly approved. Agreed to, Accepted. Acknowledged and authorized by the customer herself by way of signing her Invoice and the emailing it back to our office on August 26, 2014. As a courtesy our office emailed Precision Engineering the request for service (attached hereto which under normal circumstances just give the customers the telephone # for the service provider in their area, but we did so as a courtesy to her) wherein Jeff (the technician) contacted our office indicating that he believed, after talking to a Kyocera representative, that the customer needed a main board which is covered under the customers' 1 year parts warranty.and as such our office ordered the board for the customer (and is NOT an in stock Item and needs to be ordered) on June 3, 2015. The board was delivered to the technician on June 10, 2015. After the technician went to the customers office again, the technician contacted our office indicating he spoke with his Kyocera representative because the main board did not fix the issue and it was determined between the two of them (the technician and his Kyocera representative-NOT OUR OFFICE because we're not technicians) that the customer needed and engine board. We're a sales company not a service company but our office can and does order parts for customers equipment when needed and when covered under their manufacturers warranty as a courtesy to them not. On June 10, 2015 our office ordered the engine board for the customer which is another NON in stock (tern, which the technician took delivery of (that date I'm unsure of because the part went directly to the technician this time instead of going through our office because we asked that it be shipped directly to the technician, to cut down on time, instead of our office). After the technician went back out there, the machine was working but now had copy quality issues which was more likely happening prior to the the main board and engine boards were Installed which is a CONSUMABLE ITEM, like toners and drums and that comes from USAGE not a problem with the copier itself. The technician indicated that the customer needed a transfer belt unit because it's a color copier. When Ms. ***** contacted our office regarding the transfer belt unit replacement she was told that it is a consumable item and as such is billable to her and spoke with ****** of our office. ****** gave the customer the pricing and emailed to her an invoice for the transfer belt unit on July 16, 2015 wherein the bill to and ship to address was 1211 County Road 1A, Cotopaxi, CO XXXXX which she approved and emalled back to ****** on July 16, 2015. Please see that invoice attached hereto. This is also a NON in stock Item that we ordered for her on July 16, 2015 and emalled her her tracking for it on July 23, 2015. Please see that email to her attached hereto and never once did she contact our office prior to it being shipped to her indicating that the item was shipping to the wrong address because if she had, we would have redirected the delivery to anywhere she wanted it to go. We're not privy to her inner office dealings and do not read minds, especially after her approving the invoice and emalling it back to ****** on July 16, 2015, to know the Colorado address is NOT where she wanted her item shipped. She never told us the day she ordered the transfer belt unit to ship It anywhere other than what we have as an address for her, nor during the order process AND the delivery process did she let our office know that her item was shipping to the wrong address (because we shipped it to the address on her Invoice that she approved and emalled back) because had we known, we would have shipped her item anywhere she wanted it to go. Honestly. It's not a personal diss to her but more a comedy of errors on both our office's parts. Not just ours. She is blaming our office for everything and accepting no responsibility at all for anything. We're not babysitters and rely heavily on our customers to tell us how they want things done. When she called after receiving the tracking information via email yelling, cussing and screaming because she wouldn't be taking delivery of her order until July 27, 2015. Not that we shipped her item to the wrong address, but that she wanted to just yell, scream and cuss at someone. Well, our office is nobody's whipping post because they're having a bad day. We're a professional office and as such deal with our customers on a professional level without yelling, screaming nor CUSSING at them. A little Important information that Ms. ***** may not be aware of, but ***** and I own this business and have been in good standing with the BBB since 2000 (when we became members of the BBB but have been in business 25 years) and ****** is our Son. We're a family owned business and I personally share an office with ***** AND ****** and am privy to all their conversations and when she was demanding to talk to *****, he was on the phone with a customer, and is riot the person whom she needs to speak to anyway. ****** orders all the parts. Handles all our service contracted customers, service calls and was courteous to her and I watched him struggle when trying to deal with her and could tell she was getting out of control especially when he said "*******, you don't have to cuss at me". But we hired our son to handle this aspect of the business so that his Father and I can run the other aspects of the business to keep the lights on in the office. He told her that if she wants to talk to *****, that he would have to call her back and that was on July 23, 2015 THE SAME DAY SHE FILED THIS BBB COMPLAINT because she was mad. Never mentioning she told my son to shut the "F" up and all she was doing was yelling, screaming and cussing at him. How very professional. On July 27, 2015 Ms. ***** contacted our office again and again was referred to ****** (because that's his job) she started yelling, screaming and cussing at him again because Federal Express delivered her item to the address on her invoice and indicated it needed to go somewhere else and what are we going to do about it? Once It's delivered there isn't anything our office can do about it. Our office shipped her item to the address on her approved invoice and business is deemed fulfilled and completed. Now, this customer still has in full force and effect her 1 year manufacturers' part warranty until the 26th of this month and If her technician Indicates she needs any more parts for her copier our office will gladly order them for her but she has a service technician and if she is unsatisfied with him, she can contact any service company in her area because she doesn't have to use him. The customer has had the machine for a year. Her 90 day manufacturers replacement guarantee ended November, 20/4 so there aren't any replacements of this unit available to her but still has her parts warranty in full, force and effect for another couple of weeks. If she wants a referral to a different technician in her area here are a few I found off of Kyocera's website because labor Is specifically excluded from this sale and has been since she purchased the copier on August 26,2014 as follows: ************************************************************************* ******************************************************************* and Wood Business Systems, Inc 7900 Glades Road Ste 100 Boca Raton, FL XXXXX 561.948.6363 But other than that, our office was contracted to sell her a Kyocera F5C8520 Copier. Our office delivered a Kyocera FSC8520 copier to her. Our office referred her to a service technician in her area that we have known for 20 years (and is a good technician and FYI, she called complaining that she cannot understand him and It was suggested at that time to give her a referral to another service technician in her area which she refused). Our office have ordered for her, free of any charges the main board and the engine board under her 1 year manufacturers' parts warranty, and any parts her service technician indicated that she needed. Our office ordered and shipped to her the transfer belt unit (a consumable) that she ordered as specified in her Paid In Full invoice for it and as far as our office's are concerned have gone above and beyond what we are even required to do to assist her and if she is dissatisfied with her service technician our office has put 3 certified Kyocera service centers in her area in this response and business is deemed fulfilled and deemed complete with nothing left for our office to do at this time other than what has already been done. In closing our office is honoring the terms/conditions, policies/provisions of this sale and we should have a reasonable expectation the customers be bound by the same standards and if she contacts our office again, we expect her to act professionally otherwise do not call. We are not in the babysitting business and she will need to practice a little bit of self help too as this does not fall solely on our office's shoulders. Take some initiative if you are dissatisfied with your service technician, Make sure when you sign off on orders, they are exactly what you need and exactly where they need to be shipped. Initial Consumer Rebuttal /* (3000, 10, 2015/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) First and foremost I would like to let you know that I never once used profanity to anyone with this company. The only think that I said to them was that they were lying and they had no intention of helping me with the problems we've had with this $3,800.00 copier. The first issue was the tray that fed the 11 x 17 documents to the printer was not working at all. I was not the person who called in this problem. Another employee of our company called them as I was out of the office. I didn't even know a technician had come until I found a receipt from his company for the service he provided that day. The copier was not repaired and we didn't hear from them about it at all. I waited a couple of weeks and then phoned Direct Source Copiers and found out that no one had done anything. I didn't ask them to send a technician, but I did appreciate them sending him. Although he didn't order the necessary parts to repair it or even let anyone in our office know what the problem was. When I did call ***** told me to call the technician. So I did. He said the copier needed a part and I would need to order it and it may be covered under warranty. I called ***** again and he told me he would order the part and we should receive it in a few days. We got the part and I called the technician to come and put it in, this didn't fix the problem so he ordered another part, and we waited some more. When it came, he put it in and it still didn't fix the problem. But when he left we had more problems than we had prior to him working on the copier. It wouldn't scan, and it only printed in pale black, no color what so ever. One of the guys in the office was able to get it to scan after working with it for some time. It never did print color and still doesn't and it only prints in pale black. During this whole process I have had everything (including the copier sent to our location in Florida). I realize it was my fault that I didn't look at the ship to address as saying the same as the billing address. I live in Colorado and was working in Florida, I ordered the copier in Florida and had all parts sent to the address in Florida. So the last part that cost me $300.00 and was called a consumable item was shipped to my home in Colorado where no one is there to receive it. Unfortunately UPS delivered to a locked gate at the entrance to my property. We had to call a neighbor and ask them to retrieve it. Now the part we need is in Colorado and we are in Florida. I called Direct Source when I saw the tracking showed it was out for delivery to my address in Colorado. They told me I was on my own with it. I called UPS and found out it had been delivered and they couldn't go back and pick it up. So needless to say, we still after more than 3 months don't have a copier that works. It was purchased just under a year ago and I was told that Kyocera is a top of the line company. These people lied to me and now they are lying to you. And as for the person who wrote this response, I have never ever spoke with them on the phone or had any dealings with this person at all. I am mortified that they said I told ****** to shut the F up. That is the biggest lie through all of this. They call themselves professionals, well I hope you can tell by the way their response is written that they are anything but professionals and handled my situation in the same manner. Until our copier is working properly I will not be satisfied and want to continue with this complaint. I feel that a replacement copier is the only resolution to our problem. Oh, and I will absolutely not be contacting this company. They would probably tell you a bunch more lies about my behavior and who knows they may make something up anyway. That seems to be the way they handle things. Thank You, ******* *****

5/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Received a defective copier machine and seller refused to refund, repair, or exchange. **buyer beware, do not trust this company**. i told ***** ****** the owner that i have a canon imagerunner 2200 for my large office. he highly recommended a kyocera copier to replace my canon. not only was it way undersized, it was a horrible copier and defective. they sent in 2 local companies to fix it, but they couldnt. he refused to take it back or replace it. we fought with american express to get our money back but lost the claim because they sent fake paperwork to american express claiming the machine was setup by a professional company and we said it was perfect. unbelievable. so we are down $2500 and have a copier that is no more useful than a $150 brother mfc type from staples, except the brother machines work much better. this company is a scam, ***** ****** and ****** ****** are scammers. they should lose their license to sell brand name equipment.

Desired Settlement: refund, repair, or exchange

Business Response: Initial Business Response /* (1000, 8, 2015/05/12) */ Our office Is in receipt of this complaint and have the following information in regards thereto. First, our company has been in business for 30 years and if our office were scammers, we wouldn't have been able to stay In business this long so the customers assertions we're scammers is an effort to divert attentions away from what the real true and actual facts are in regards to this dispute, Our office sells 2,000+ machines a year in the open marketplace and if we were scamming people there'd be a LOT more complaints out there then there are. But like this customer, no matter how you try to assist them, it's NOT good enough and they go on a tyrade to smear our company's name which in this case is exactly whats happening by trying to use our Better Business Bureau rating for no GOOD reason, I have attached all documentation to prove our office's position in regards to this dispute including emails from the customer himself to our office further evidencing our office has been trying to assist him and this complaint is only being filed maliciously it is without merit nor factual basis. First, attached hereto please find the customers Paid In Full invoice, invoice #XXXXX, dated June 3, 2014 (almost an entire year ago) and Is marked as Exhibit "A" hereto for your information, proof and purusal wherein all of our office policies/provisions, terms/conditions of this sale were put in writing. in black and white and in 7th grade English. Please pay particular attention to the following policy/provision, term/condition: "1 Year Kyocera Parts warranty. In Lieu of NO REFUND policy, there is a 90 day replacement guarantee. . . balance deliberately omitted by me because it has no basis for this dispute but is there for everyones information and pursual. Which this same customer agreed to. Approved. Accepted. Acknowledged and fully authorized by way of his signature thereto and the emailing of same back to our office prior to our office receiving the customers credit card for this purchase and prior to our office shipping to the customer the equipment HE ordered in which he could have made any corrections to, modifications to, etc. if he so felt the need to. No refunds mean no refunds, The customer approved it. Accepted it. Acknowledged it and fully authorized this policy/provision, term/condition of this sale, One thing this customer is NOT saying is he contacted our office for a copier that does a certain pound paper BUT did NOT and NEVER indicated he wanted to run 3 to 4 part forms through the automatic document feeder. This becomes intrical for HIS assertions the copier is defective. The customer signed for the delivery free and clear of any damages being noted at the time of delivery (please see the attached Proof of Delivery from UPS Freight which is evidence and proof of same) and was delivered on June 13, 2014 and is marked as Exhibit "B", After the customer took delivery of the machine, he contacted our office after he took delivery of his order and was ready for the set up and installation of the copier in his office. At that time our office dispatched Copynet Technologies to go to the customers office and install his new copier (which is another service our office provides customers) and despite what he indicates that our office produced falsified documents to American Express is a complete and blatent lie. Attached hereto please find the report our office received from Copynet Technologies for whom is independent from our office and doesn't work for us and is his own company whose been installing and servicing copiers for over 20 years. it indicates that the copier was set up and installed in the customers office to their exact specifications and was functioning properly at the time of the install (June 16, 2014), but the only notations made by the tech was he told the customer to change the type of paper he wants to run through the automatic document feeder and that is marked as Exhibit "C" for your information, proof and pursue!. Our office paid Copynet Technologies (because that was part of the contract between the customers office and ours) for the installation and business was deemed fulfilled and completed thereby. Nothing defective with the copier was noted at the time of install, just that the customer needs to use different paper through the automatic document feeder. In July, 2014 the customer contacted our office and indicated that he was experiencing jamming issues through his automatic document feeder and our office suggested that a tech needed to go there and assist the customer, At that time the customer claims to have not wanted Copynet back out there. Our office as courtesy to this customer, even though we were under NO obligation to do so but did, dispatched Northeastern Office Equipment to go to the customers office to assist him. Attached hereto please find Northeastern Office Equipments bill that was sent to our office and even they indicate that the customer is attempting to run these 3 to 4 part forms through the automatic documents feeder which is causing the jamming issue and they too suggested he use a different paper through the automatic document feeder and is marked as Exhibit "D". Nothing defective was noted at the time of this service call and even though our office was under NO OBLIGATION to do so, paid Northeastern Office Equipment for the service call and despite what the customer asserts, Northeastern are qualified and certified service technicians for over 20+ years as well. So repairing it can only be done by the customer using a different type paper to run through his automatic document feeder. There's nothing defective about the copier itself so theirs nothing to replace. So after it was determined that there was nothing defective about the copier, Just the customer needs to run a different type paper through the automatic document feeder he embarked on a campaign of attempting to nullify. Vold, terminate and breach his contract with our office by using the charge on his credit card with American Express. The contract isn't between his credit card company and our office. The contract was entered into between the customers office and ours and the credit card companies cannot nullify, terminate nor void the contract. It's outside the scope of their authority. These same documents I am providing the Better Business Bureau with were provided to American Express, Even American Express can see by these documents provided (from non biased 3rd parties) that there is nothing defective with the copier Just that the customer simply needs to use a different type paper to run through the automatic document feeder which went on for 8+ months (which we could have had resolved way before now had he not kept disputing the charge on his credit card) until finally a nice lady from American Express, named ******, contacted our office regarding what we can do to further assist this customer and we spent countless hours on the phone with her and the customer trying to further assist the customer. if you want to find out the truth, anyone can contact ****** at American Express including anyone whom reads our offices response including the Better Business Bureau to see whose the company telling the truth, Her # Is XXX-XXX-XXXX ext. XXXXX. They are a non biased 3rd party as well that's how confident our office is that this customer is maliciously filing an unwarranted and unnecessary complaint against our office as our office has been working with American Express as well as the customer to resolve this issue. We aren't scamming anyone. Call American Express I'm sure they'll tell you what kind of company our office is because she thanked us for all that we have been doing to try to assist this customer. During one of these conference calls we had with American Express and the customer, our office agreed to look around for a refurbished Canon IIR2022 (10 year old technology and is too old) because he sent me a picture as well as examples of the forms he wants to process through the automatic document feeder which I personally sent to different 3 refurbishers we know (one of which this customer cc'd an email to when he wrote me the day he filed this complaint with the Better Business Bureau which I am attaching hereto for your proof, information and purusal). You can see with your own eyes that what our office is saying is the truth and what the customer is saying are malicious lies and they are marked as Exhibits "E-1 through and including E.4". Please pay particular attention to Exhibit "E-4" wherein he is inquiring what we were able to find out full well knowing he filed a complaint with the Better Business Bureau but Is proof of the validity of what we are advising the Better Business Bureau. How sneaky! Also please see Exhibit "E-3". It's the counter report from the customers copier that he sent to me so that we could add his copier to our used flyer to possibly sell the copier for him and Is making pristene copies and the machine as 1,239 copies made on it which further proves there's nothing defective about the machine. So in closing, nothing else the customer says can be believed if we are providing at the documentary proof as proof of what our office is saying. We're trying to assist this customer, but the customer is the one whose conducting underhanded and deceitful business. Not our office because our office doesn't even have any obligation to assist this customer at all, because he bargained for and received exactly what he ordered, It Is functioning properly and has been told by not only my office but the two (2) service providers whom went to his office and American Express that he needs to simply change out his paper. Our office has not only honored the contract between our respective offices which Is evident by all of the attachments hereto and as you can see it's not our office whom are the scammers. The evidence is clear whom that is. It's Automotive Manufacturing Co. not Direct Source Copiers. Even after this customer filing this malicious complaint against our office we are still assisting him. We were able to find a Canon IR3300 which will process these exact forms through the document feeder (the examples of the forms the customer mailed our office that we provided to 3 different refurbishers) from Marc at Marc's Copiers says the Canon IR3300 can accommodate his forms but he wants $3,000 for the machine plus shipping. As soon as I hung up the phone with Marc i immediately contacted ****** at American Express and advised her of same. During our discussion I advised her that to upgrade the copier to the refurbished Canon 11R3300 this customer would have to be charged $1,000.00 in addition to the $2,389.00 he originally paid. My suggestion to ****** that in order to save this customer money we would and did add this customers machine to our used flyer and blasted It out to all the customers whom have contacted our office regarding the purchasing of used equipment to save this customer from having to spend more money. Bad Direct Source Copiers for trying to actually help this customer. When talking with ****** at American Express we told her that it might Just be best if we listed the customers machine on our office's used flyers and see if we can get any bites in the New York area to try and save the customer spending more money than he needs to and if we can get it sold for him, whatever we sell it for we would refund his credit card that amount. ****** told me she is satisfied with what our office is doing with trying to assist this customer and that she was going to close her file because our office is being more than gracious enough in assisting this customer and so that American Express can back out now while we handle further assisting the customer. Selling used machines in a particular demographic can take time and filing a complaint with the Better Business Bureau isn't going to change that or make that go any faster. Truthfully after this customer maliciously filing this complaint with the Better Business Bureau after all the work we've put into trying to help him and calling our office scammers (which is clearly evident it's this whose t into scam our office) it's against my better judgement to keep going forward because this is the thanks we get for trying to help him? Doesn't seem ethical, right nor fair but we are a good company. We conduct good business and have good business practices so we will continue to try and assist this customer, but there's only so much we can do. At some point he might have to practice a little self help if he wants this to go faster maybe listing it on Ebay or Craigslist if he wants Instantaneous results. Now in closing our office is honoring the terms/conditions, policies/provisions of the contract between the customers office and ours and even going above and beyond what is even required of our office to do to further assist him and our office should have the same expectation that the the customer be bound by those same terms/conditions, policy/provisions as is our office especially in light of all of the attachments hereto and Information contained herein we're actually trying to help the customer, Should you have any questions and/or comments or should you require anything further from our office at this time, please do nit hesitate to contact our office directly at XXX-XXX-XXXX.

3/2/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: ***** ****** sold me a faulty machine and would not admit it had issues and refused a refund. This is a terrible way of doing business. ***** ****** is a thief. Sold me a machine and promised it to be good and in working order, but I got a machine that came in not working. Took two weeks for them to send someone out to fix it, used it for three days and the toner was out. I was promised a toner and was told that the delivery would set it up properly. Product was delivered and not installed. I called and emailed ***** ****** and he would try to brush off my issues. After being fed up he offered a toner and asked what would make me satisfied. I asked for a refund and he said no way that is impossible. I overpaid for the machine and he does not want to admit. Lied to me about a Christmas sale for $2,000 and now machine is $895. Watch out for this company, any issues they transfer the phone to him and now I see its all about the money. Never again!!! Please be aware of this company. SCAM!!!!!!!!

Desired Settlement: I want a refund! Nothing else to do with them, just my full refund. Keep your toner!

Business Response: Initial Business Response /* (1000, 5, 2015/02/18) */ Not only is this complaint not warranted it's not fair either. This customer fails to mention that he putchased the network print kit, a $500 upgrade and the Network Scan Kit ($500.00) which is also an upgrade to his basic machine ($895.00). There was nothing wrong with the copier, he didn't know how to connect these upgrades so a professional was required which was not included in the purchase price of the machine and it was/is contained in his contract that he signed and faxed back to our office. We we put everything in writing and in 7th grade English Pre-Sale and Pre Shipping. Networking IS SPECIFICALLY EXCLUDED from this sale another fact this customer fails to mention. He signed his contract where it says "Please Approve and Fax Back". He was made fully, clearly and completely aware of the above prior to his decision to purchase this copier from our office with the upgrades he wanted. Once the machine was connected to his computer system by the technician and he started using it and as such needs a toner THAT OUR OFFICE AGREED TO SHIP TO HIM FREE OF CHARGE. If you drive your car around, you will have to put gas in it the same with a copier. You use it, you will need toner. We have the signed off on work order from the technician that the copier was functioning properly to his EXACT specifications when the technician left the customers office. So no refund is due this customer for any amount as he received exactly what he ordered from our office it's functioning properly and our office. Instead our office is going above and beyond what is required of our office to do by sending him a free toner. Our office is honoring the contract between the customers office and ours and it's a shame he's attempting to ruin our rating over a cheap toner. He should be ashamed of himself. Initial Consumer Rebuttal /* (3000, 7, 2015/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) On January 29th, I sent an email complaining about issues with the machine and they never responded. I called several times over the next few days and got nothing. When I finally got a hold of them, it took two weeks before someone came and serviced the machines. Blaming the customer is a very classy move. Below is a link which you can see is the exact machine I purchased that he now is selling for much less. I refused your toner because the first one did not last 1,000 pages, why would I want another one of the same toners which claim they produce 9,000 copies. This rating is based on customer service and bad business ethics. I have had the machine for about one month and have only been able to use it for seven days. I highly recommend customers to stay away from this scam. I understand the terms and conditions were signed but i have reached out to the company within the 30 days and they have proven to be consistently unreliable. I requested the refund due to the poor customer service and the lack of efficiency with the machine that was advertised. *********************************************************************** Thank you for your time. Final Business Response /* (4000, 9, 2015/02/23) */ Good afternoon Ms. *******: Your case #XXXXXXXX Here's the signed invoice you requested re: this unfair, unwarranted complaint you requested. This machine comes assembled (which is on the invoice) on a pallet but installation is excluded. If you will look in the body of the invoice is states "Customer must call XXX-XXX-XXXX upon receipt of copier for install and set up procedures. $150/hr. Local office has been advised. Included in price. Networking to CPU Extra @$150/hr." which was lined out as declined by the customer and the customer approved same (please see bottom of invoice where the customer approved that by way of his signature thereto) and faxed it back to us on December 12, 2014 (please see bottom of that same invoice where it indicates it was faxed by Six Points. What date and time it was faxed back to our office). I'm in the process of finding the service providers letter re: the machine functioning properly when he left the customers office and will get that to you shortly. Thank you. ******* ******, Co-Owner Direct Source Copiers, Inc. Final Consumer Response /* (4200, 11, 2015/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The machine was not functioning properly when it was delivered until I called an asked for my money back. Waste of $2000 now the machine is just sitting here. Machine is useless, $2000 for a week of use is what the company offers.

8/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased copier w/ service. Late install. after 2 weeks of using it- toner was not sent so now down. Refused to take back copier. Owner told me they have office in bay area. Assured me of high service level. Sold me copier with Service and toner replacement. Expected both to go hand in hand. Failed to install copier in time and required me to make multiple calls. At that time i asked to get refund but he assured me that it was not his fault and to give him a chance. I agreed and hoped for best. At time of install- the tech said we should order toner because first one goes out quickly. We ordered same time and when copier goes down we find out they had not shipped toner and said it was out of stock. They said it would take 3 days or so. Had to fight to get them to send the next day and asked to ensure it arrives early am. The toner is still not here and so have asked for refund. Also asked for SLA to ensure future issues or provide me refund of copier. Owner refused to do SLA and provide reimbursement for second downtime. Owner also refused to provide return and said im done with you and cancelling service agreement.

Desired Settlement: Refund of money and return of equipment. Everyone needs to know that the owner gets on the calls to make sales and promises the world but doesnt deliver and than says i am doing everything i can. He has no idea that a business can not be down because of their inability to deliver on services.

Business Response: Initial Business Response /* (1000, 6, 2014/05/06) */ Our office Is In receipt of the BBB complaint as referenced hereinabove and have the following Information in regards thereto: First, attached hereto please find the customers Paid in Full invoice, Invoice #XXXXXX dated March 10, 2014 (hereinafter referred to as "Paid in Full invoice" or "Invoice #XXXXXX" or "Invoice") wherein all the terms/conditions, policies/provisions of this sale are clearly, fully and completely contained therein. Please pay particular attention to the following policy/provision, policy/provision as follows: "1 Year Kyocera parts only warranty, In lieu of no refund policy, there is a 90 day replacement guarantee.." (balance deliberately omitted by me, but is there for your information, perusal and review which has no basis in regards to this dispute). AND "Basic install included, Network to CPU OPTIONAL'" Which same policies/provisions, terms/conditions of this sale were fully, clearly and completely agreed to by way of the customers signature to his Paid in Full Invoice and the emailing back to our office on March 11, 2014 for the purchase of this particular copier from our office. Our office puts everything In writing (all pre-sale), emails It or faxes it to the customers for their information, perusal and review prior to our office getting any payment instructions from them nor shipping anything out to them and in the State of California is a legally binding contract. I am blotting out the customer Information from all of the attachments hereto which is In compliance with the BBB Rules and Regulations as to not ruin THEIR business reputation which is unfortunate this frivolous, unnecessary, unwarranted and unreasonable complaint against our office ruins our offices reputation for no good nor valid reason are as a courtesy. One thing worthy of noting is this customer contacted our office originally on February 26thT 2014 after having been on our 'offices' website looking for a copier to purchase (and for this tribunals information, our office isn't the only online reseller selling copiers either, we're just 1 of a handful of online copier resellers but the only way customers are able to get our telephone number to contact us is our office's website, We didn't contact this customer, this customer contacted our office) as our office has been an online reseller since the 90's and have been selling copiers on the Internet since our doors opened 30 years ago. We've been a BBB member in good standing since 2000 (do the math, that 14 years with just the BBB) and conduct fair, ethical business practices despite what this customer is indicating. I am providing the emails from this customers so those whom do read this complaint will clearly, fully and completely see this is a disagreeable, demanding and angry man just **** bent on ruining our offices reputation over nothing. Not to mention this man called up cussing and yelling at the owner of our company. Not the other way around and in one of his emails I will be providing the BBB in response to this nonsensical complaint he even: admits he got angry, but his reasonings are irrational rantings and ravings as is clearly obvioys there in the emalls. If you will look at this customers Invoice, you will see that he did NOT order any additional toners at the time of sale (no doubt to save money from the onslaught) and it Is clearly marked as "starter toner" that Is included with this sale. We aren't hiding anything from this customer. Perpetuating any fraud as it's all right there in black and white and in plain 7th grade english, so why is it our offices' fault that he ran out of toner? It isn't. It's his but he is blaming our office. We don't babysit our customers. We let them let us know when they need anything. Yes, this customer did purchase a service contract with his copier that covers his BLACK toners only (of course to save his company money). Not any of his color toners which will become Intrigual to our offices defense a lithe later on in this response, Our office is a sales company. Not a servicing company, but do offer, as a "courtesy" service contracts for the 1st year because our office can easily exercise the customers' 1 year manufacturers parts only warranty on their behalf through the manufacturer, but have a long standing business relationship with service companies throughout the contiguous 50 States whom do service the copiers our offices sell In the open market which IS the case with this customer. The customer placed his order on the 11th of March, 2014 and our office waited 3 solid days for him to get beck to our office his signed Invoice (as our office will not ship out any equipment without the customers reviewing the contents of their invoices and get that back to our office signed - I mean we cannot make it more important that they review their order and approve their order) before our office shipped the customer the equipment that he ordered (that was the delay-the customer delayed its shipping as our office wants to make sure they do review and approve the terms/conditions, policies/provisions of each sale prior to our office shipping them they equipment so that they are clear on the terms/conditions, policies/provisions and what they're ordering prior to shipping out there equipment to keep misunderstandings-like this on from occuring In the first place) but upon our offices receipt thereof we Immediately the same day shipped to him his complete order that he took delivery of on March 19, 2014 (please see the attached UPS delivery confirmation evidencing same). The customer contacted our office again on March 24, 2014 Indicating he received his entire order and was ready for his installation. Upon receiving this telephone call from the customer our office em ailed the service provider to go to the customers office to set up the copier, not 2 weeks later as he Indicates. Upon the service providers arrival at the customers location It was determined that the STAND, not the customers copier, but that his stand was damaged during the shipping process (which our office replaced for the customer), but told the service provider to come back AFTER the stand was delivered to continue with the installation because he did not want the copier finished being set up and Installed until the stand was received, The Service Work Order from Bay Area Business that was faxed to our office for the installation and set up was completed to the customers exact specifications on April 4, 2014 and then our office heard nothing further from this customer until April 21, 2014 Attached hereto please find the irrational, nasty, angry emalls our office started receiving from this customer (when did we become this mans enemy when we did everything our office was contracted for?) and you decide which company is the "horrible" company thereby. He ran out of toner which angered him apparently, but whose fault is that? The warning light comes on and lets you know your toner is running low and anyone with a copier will attest to this fact, Honestly. He called our office and was put on the telephone with the owner of our company wherein he starts calling our office names and demanding an "SLA" (which we had no idea what he was demanding until he called and explained it to the owner) and starting cussing and yelling at the owner of our company. He's demanding sensitive inner office material that he is NOT entitled nor privy to and our office is under NO obligation to provide it anyone other than any State or Federal agencies. You can read the ernes and decide for yourself who the "villain" is in this scenario, so I, personally, terminated his service contract and refunded his credit card the difference between the $595 *50kil year service contract (*whichever carries first) minus the toner our office sent to him (Which Is free under his service contract - but not if the service contract Is terminated) for a total of $488,88 and business is deemed full filled and complete, Attached hereto please find my email to the customer indicating our reasoning behind terminating his service contract with the attached refund slip. Even after our office terminated his service contract and credited his credit card for It he's still making demands of our office (please see my email to the customer and his reply thereto, good grief!). He cannot return the toner as we terminated the business relationship, already refunded his credit card nor will our office pick up the toner. We're done. Contract fullfilled, Business is complete. This customer bargained for a kyocera FSC2626, he took delivery of the Kyocera F5C2626 and had it set up and installed to his exact specifications In his office. Our office refunded his credit card the service contract business is full filled and complete, This customer wanted to buy his color supplies from some unknown online company like Ebay or Amazon and if any of thosesupplies were defective and they damaged the copier he still wanted our office to be responsible for the copier under the service contract from our office but what he doesn't understand Is IF that occurs, it's not covered as color Is excluded from his service contract as it was for black only AND if a defective color toner/drum/DV Unit taints any of the black components i.e. toner, DV unit or drum, transfer belt, transfer roller, etc., it's not going to be covered anyway. We were actually trying to save him from himself, and this Is the thanks we get because he doesn't like OUR rIces for color toners? Even Kyocera warranty (the manufacturer) indicates during the warranty they will void the warranty if non Kyocera brand toners are used in the copier. Thats not our warranty thats theirs we're just pigging backing their warranty Into our service contracts. This is where this dispute is actually spawned if the customer was being honest, but he's not. Here's another interesting and fun fact. Attached hereto please find his credit card chargeback request (just the cover sheet as I haven't responded to it because it's not due yet) and he's only charging back the service ,contract (which for purposes of this response to the BBB, he will lose because he agreed to the:no refund policy/provision, term/condition of this sale PRE-SALE and his credit card company has no authority to nullify, void or otherwise terminate the legally binding contract between our respective offices, No refunds, means no refunds, period. The only refund our office have given this custoMer is for the service contract because we do not want to be shackled to a Irrati6na1, angry and disagreeable customer for the term of the service contract We don't need to be subjected to his abuse, Even the original service provider whom set up and installed the customers copier in his office indicated to us he would not sell this crazy man a service contract riot' service himl in the future and told the customer to take his business elsewhere. But we're not leaving this customer without anyone to service his copier. Being the professional company that we are, he can call Osasu @ Inter-Communications whose also in the customers area whom would be glad to sell him a service contract on his copier. His # is (XXX) XXX-XXXX). In addition our office has never ever said nor professed our office to be authorized by any manufacturer. It's not on our offices website nor does our office either. That is the reason this man was online shopping for a copier because he was getting pitched by the authorized dealer but for $2,000,00 more and he wanted better prices. We delivered exactly what we said we'd deliver (and exactly what he ordered at the price on his invoice) Including installation and set up. We're online resellers just like the handful of other online copier companies. What he should be doing is thanking us, not filing complaints against our office nor doing chargebacks with his credit card company. As the BBB and the general public can see by all of the attachments hereto and the Information contained herein our office is in compliance with the Rules and Regulations of the BBB and have not only honored the contract between the customers office and ours, but have gone above and beyond that contract to satisfy this customer but to no avail. Should you require anything further from our office at this time, please do not hesitate to contact our office directly. Thank you. P.S. As a side note It's customers like these that ruin our BBB rating by filing frivolous, unnecessary and unwarranted complaints just to be vindictive. As you can see this is another one filed for no good nor valid reason but to just hurt our office monetarily which is unfortunate. It really Is that there are people out there like these type customers whose only goal in life is to make other peoples lives as miserable as their own. We are a family owned business and we do not have tolerate nor put up with other peoples abuses. Initial Consumer Rebuttal /* (3000, 8, 2014/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Initially when I purchased the product, I was looking at my contract with RICOH with service. I found their company online and reached out for pricing. I told them I wanted service with copier. I was than in touch with a gentleman saying that he was the owner. He assured me they provide the best service and would be very responsive. He even said they have an office in the bay area and will be able to respond quickly. I was skeptical but the owner was very convincing and believed that working with a company where the owner is involved would be a good thing. The truth is- the experience was the completely opposite. To address the personal attack that i am an angry mean person **** bent on bringing them down is completely false. Being in business and managing operations for companies that have used cannon and Ricoh as copy providers for over 20 years, not once did i have to followup with them for service levels. They did everything on time and they didn't try to take cheap routes. I will definitely say I was angry and let the owner know about his false lies and promises only because he kept making excuses. I would start conversations nicely and ask why we are not getting responses and he would say he is doing his best and it is the other party's fault. To begin- I ordered copier and reached out for install and we even said that what was shipped looked damaged(note that the owner said he would get it shipped and installed right away). So he sent a tech and he said same thing and than it took more time to reorder (normally a good business would have expedited shipment and tracked order and sent tech out to complete job but I had to reach out again. At that time i told him i wanted refund and told him that these delays cost me money because I had to pay for other copier while I had to wait for this and had concerns about responsiveness for future service. Guess what the owner put on his sales hat and asked me to give him one more chance and that he would make sure everything goes well and that this was a one off thing. So I told him okay and asked him to have a tech some early. At this time I found out that he was actually using subcontractors and not his staff as he led me to believe on calls. The tech came late and so I sent him email. So each time there was issue and they didn't deliver this company takes it as some crazy guy complaining. At this point I again let it go and the tech that installed it at the time told our staff that the initial toner would not last as long and that they should order it. So they ordered it same day. Fast forward to 2 weeks- the toner runs out so our staff call asking where toner is. The person on call says that it will take about 5 days to get it and when they were asked about why it was late than they were told it was back ordered (really?? for 14 days from this big copier company claiming great service?). When my staff told me this, I was furious. Our copier was down. I had to pay a tech to open up Ricoh copier which meant i incurred new monthly service charges of ricoh and incurred costs to reconfigure all computers to point to the ricoh printer. I called and emailed owner. The owner all of a sudden became nonresponsive and passed ** to another guy. I told him this was unacceptable. I had to scream and yell and waste my time before he finally agreed to send it next day. At that point i asked him to send it so it reaches here first thing in the morning and repeated myself that he needs to send it asap and get it to me in first shipment. This again I had to argue for and he said okay and i asked what they would do to compensate me for this horrendous situation. He came back and said he would provide a discount on all toners. Funny thing is- i sent him links to other companies selling color toners at lower prices than his discounted price. SO at this point in time- I am assuming toner will get here in the morning. I also than demanded that the owner who promised me great service to get on the call. I finally got a hold of him. I am sure the call would not have gone the way it did if he promised to get me the toner early in the morning. I expressed my frustration and asked him how he would like it if his business did not have ability to print documents. I asked how his company could be out of black toner. I ALSO SAID I WOULD ONLY BE ABLE TO CONTINUE IF HE DOES AN AMMENDMENT TO MY SERVICE AGREEMENT TO DOCUMENT MY EXPECTED RESPONSE TIMES FOR COPIER ISSUES AND TONER DELIVERIES WITH PENALTIES IF THE SERVICE LEVEL ISNT MET. HE SAID HE CAN NOT DO THAT. I told him it felt as if he was running the business out of his garage and that he was a liar. I told him to than give me a refund and he in his words told me to go to **** and that the copier was mine and it will now be my issue. At that point he hung up on me. I went immediately on the websites searching for review and than went to BBB to see if they can help out because I realized that the paperwork he sent me did create a split that was totally different from the oral contract / commitments he made during the sales process. After sending complaint to BBB I sent him an email saying that I was hoping to resolve the issue and he responded back that he would call me after he was not busy (busy trying to con other most likely). I never received the call back. Also- the toner never reached the place of business where the copier was shipped to and it arrived at 2 PM (seems a great company would have the contact details updated in their system). A great service company would have sent the toner using expedited shipping if they wanted to decrease the disruptions caused to a business. Next morning- I get an email from the owners wife or family member saying that they received a BBB complaint and are blocking me from their emails and stopping all communications. Seems she was very vindictive and angry that I raised the issue of poor service level. I am not satisfied with the refund amount. This company unfortunately just doesn't get what it means to provide service. I did not open their toner and had no way of responding back to them. I have their toner and they can send return shipment labels for the product that they claim i accepted. I never accepted it because it did not arrive at the location and time as promised. I want a full refund of my service agreement and want them to take back their copier because I no longer have a service contract that was promised with this copier. Final Business Response /* (4000, 12, 2014/06/04) */ All of this was addressed in our office's original response to the customers original complaint and is a bunch of hog wash, smoke screen and mirrors to divert attentions away from the fact that our office is and has continued to honor the original terms/conditions, policies/provisions of this sale and as such are in compliance with the Rules and Regulations of the BBB and the customers card issuing bank (because despite what this customer is alleging he only charged back his service contract which is a "courtesy" our office extends to the customers during their manufacturers warranty period. We are under NO obligation to do so, but do as a courtesy to the customers ONLY). In our office's original response we provided the explanation with documentation to rebut the customers' complaints including refunding the customer his service contract providing an explanation as to what constituted the refunded amount. Under his original service contract toners were included under it. Once we are forced to refund a service contract and a toner has been shipped out under it, we deduct that amount from the refunded amount of the service contract because he DOES HAVE THE TONER (by way of his own admissions in this rebuttal). So we refunded the customers credit card minus the toner shipped out and received. Balance of the service contract was refunded in it's entirety. Our office stands by our original response hereto and our office is in compliance with the terms/conditions, policies/provisions of the original sale and and the Rules and Regulations of the BBB and the customers card issuing bank and thats all any consumer cares about anyway. He is making much tadoo over nothing at all and has no reason to complain at all. He received exactly what he bargained for from our office from the onslaught. But he's so bent on being right and showing his unethical and unprofessional behavior which caused our office to terminate his service contract with our office (as you can clearly see in his complaints-he excuses his behavior of cussing at our office office and calling our office all kinds of names-by covering it up with a bunch of meaningless and miniscule nonsense instead. No other refunds are due this customer as he has his toner, has the machine set up and installed in his office the way he directed the service provider to do so and the copier is functioning properly so the contract is deemed fulfilled and business is deemed completed. Nothing further for our office to do at this point. Even his card issuing bank recharged his credit card based upon the FACTS and DOCUMENTATION I provided them when he charged back his credit card for his service contract. Therefore, in closing, our office stands by our offices' original response to the customers original complaint and have and is still honoring and are still in compliance with the terms/conditions, policies/provisions of the original contract and are still in compliance with the BBB Rules and Regulations and are in compliance with the customers card issuing bank (so, he's the only one still trying to place blame on our office which is clear and plain everyone else has found in our offices favor). Business is complete and nothing further is required of our office. Thank you. Consumer Response /* (2000, 17, 2014/08/13) */ *****, I went online to delete or update my complaint identified below. I did not see how we can update the complaint so can you please update a final response as follows: With regard to any prior comments I have posted regarding Direct Source Copiers and their personnel, I would now like to say that we have resolved our dispute to our mutual satisfaction. Please confirm receipt of this email. Thank you.

4/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased 3 copiers complete with document feeders and stands Feb 28, 2013. Delivery wasn't made so cancelled order, Was prepaid. $7745.00 Initial Purchase was made Feb 28, 2013 - Invoice # XXXXXX. Invoice was Paid on March 5 via wire transfer. Shipment was delayed, one delay after another. Cancelled the order On June 6 and asked for my money back. To date, have not received it I have all supporting documentation.

Desired Settlement: Want my original payment returned, in my mind this is theft, plain and simple.

Business Response: Initial Business Response /* (1000, 7, 2014/03/21) */ Our office was notified on December 23, 2013 that check #XXXXXXX was issued to the customer in the amount of $7,745.00 from Canon. Upon our office's receipt of this complaint, I personally contacted Canon to find out where this check is, was it cashed, deposited or returned and was notified that they received the check back so our office went immediately got the information from the customer (via email) to do a bank wire transfer in that same amount. I cannot provide a copy of the check our office was provided from Canon nor the bank wire transfer confirmation as this is a public forum and there is sensitive account information contained thereon for both the customer and Canon, but have gotten to the customer the information this date. We have asked Canon to put a stop payment on the check issued to the customer and send our office the check instead because our office transferred the money directly to the customers account. This customer has been whole hereby and the contract between our respective offices is deemed complete and fulfilled. As and FYI, these machines are not the first machines this customer has purchased from our office as he purchased the same machine from our office in 2009. A fact that I'm sure the customer will not dispute so, I would like to address one allegation the customer makes in his complaint to the BBB and thats our offices are not "thieves" otherwise this customer would have not come back to business with our office again in 2013. We've been in business 29 years this year (which not all companies make it this long nor can claim the same) and if we were thieves you can be assured that our offices would be shut down by some government agency and quite possibly the officers of this corporation would be facing some sort of criminal charges which they are not. Our office puts into the marketplace 2,000+ pieces of equipment a year and conduct ethical business and have good business practices. When our office received a copy of the check that was written to the customer, we thought this concluded the relationship between the customers offices and ours and it wasn't until we received this complaint did we know there was any problem with the customers receipt of the reimbursement check (3 months later), but our office stepped up to the plate and took the money out of our offices business account to make this customer whole and our office will chase Canon for reimbursement of these funds to our office. In closing, our offices is honoring the terms/conditions, policles/provisions of this sale and business and contract are deemed fulfilled and complete. Should you have any questions or comments or should you require anything further from our office at this time, please do not hesitate to contact our office at the telephone number you have on file for us. Thank you.

3/13/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a copier for $799 one month ago from Direct Source Copiers. Copier is now printing poorly after only 2500 copies. Purchase date: 12/12/2013 Problem date: 1/20/13 Kyocera FS-1135MFP Payment method: Visa Direct source copiers has indicated the solution is to purchase a new drum from them. Direct source copier advertised the life of the drum to 100,000 copies. I have 2500 copies and am told I need to replace the drum.

Desired Settlement: Full refund upon return of the machine. I will pay the return shipping.

Business Response: Initial Business Response /* (1000, 5, 2014/02/08) */ Our office contacted the customer on January 31, 2014 and resolved the customers issue by walking him through shaking his developer unit and to this day have not heard back from this customer. Customer is satisfied. Final Consumer Response /* (4200, 11, 2014/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The drum is a disposable. That fact is not disputed. The drum was advertised to have a life of 100,000 copies. This is what seller told buyer prior to purchase. Drum ended up needing to be replaced at 2600 copies. Not even 3% of its advertised life. Buyer does not believe problems are a fingerprint. This is an assumption by the seller and not supported by any objective proof. The original drum had the same problems and came with the unit. If those problems were a fingerprint the fingerprint originated at the factory. If no refund means no refund, 100,000 copies should mean 100,000 copies. That notwithstanding, any copier this day should be able to make a clear, smudge free copy. If anything could be assumed here that should be it. I bought a copier to make clear copies and prints and it fails to do so. Final Business Response /* (4000, 13, 2014/03/10) */ No one is disputing the fact that the drum is a "consumable" and is replaced just like toner is (with less frequency). I have no idea what that has to do with anything in regards to these complaints and responses thereto. Our office replaced the drum under its own warranty and is a consumable and has absolutely nothing to do with the functionality of the copier and as such haven't heard a peep out of this customer after changing it out this last time. Quite the contrary actually. ***** of our office called the customer after this last drum was replaced and left a message for him to call and to date, our office hasn't received a return telephone call. The BBB doesn't exercise the warranty on the customers behalf. Kyocera does. Only responding to our offices responses to the BBB Complaint and filing one doesn't change the warranty. Thats what warranties are for. Whether or not its a fingerprint, smudge, doesn't matter, our office replaced the drum under its own warranty and the warranty on this customers copier is through Kyocera not our office and our office is exercising the customers warranty as a courtesy even though our office is under no obligation to do so, but are as a courtesy to the customer and will need both the drums back for credit (as our office is billed for them until they're returned) and need to be picked up by our office thereby. If they are not returned our office will have to bill the customer for them. What does 100,000k prints have to do with having a defective consumable? Defective consumables happen. The copier doesn't need to be replaced nor does his money have to be refunded for a defective consumable honestly. You're making a mountain out of a molehill really. I've driven brand new cars off the showroom floor and have had handles break off the door, radio, sunroof, etc. on my way home from the dealership. I call them, make an appointment and they replace it under the warranty (so what if they have a 60,000 mile life expectancy or not and it only last the 3 miles to my house? It's replaced under the warranty through the manufacturer whoever that is). I don't keep the car and demand a refund in full for my whole vehicle because the **** broke off no matter whose fault it was really? No I drop off the car. Let them fix it and pick it up and get back to driving it. Now that the customer replaced his drum, why haven't we heard from him to let us know if that resolved the issue with the fingerprint or the smudge regardless of whose fault it is? We call and leave messages to check in on him and there isn't anything our office can do if all the customer wants to do is complain to a 3rd party source (whom cannot assist them as long as our office is honoring the terms/conditions, policies/provisions of the original sale; actually going above and beyond it to assist this customer) as a way to ruin our offices' reputation rather than work with our office directly especially since during the customers 1 year Kyocera parts only warranty he will have to deal with our office? Doesn't make for good office to office relations if we cannot have a reasonable expectation that he contacts us and lets us know whats going on, or what he needs. We can't help him if he doesn't contact us. Also, it doesn't change the legally binding contract between our respective offices. No refunds means no refunds which was agreed to by this customer. Accepted by him. Acknowledged by him. Approved by him prior to him giving our office his credit card for this purchase and before our office shipped to this customer his copier and before he took delivery of his copier and our office is and continues to honor the contract between our respective offices which is all anyone, including the BBB, cares about anyway. In closing, since there is no communication between the customers office and ours (not by our offices decision/choice) all our office can do is continue to honor the original contract between our respective offices. Honestly, I have no idea why we're back here really? He just wants to complain and there is nothing our office can do about that other than to defend ourselves against frivulous/unnecessary and unwarranted complaints especially in light of the fact that our office is going above and beyond even what should be expected from our office as our office doesn't carry the warranty on his copier, the manufacturer does, and it's been our office exercising the customers warranty on his behalf as a courtesy. So, our office is honoring the terms/conditions, policies/provisions of the sale, in fact going over and above what we actually required to do to accomodate this customer to no avail. If the customer doesn't want to work with our office, then thats out of our offices hands, only thing the BBB cares about is that we are honoring said contract which we are. We will need the 2 drums back for credit otherwise our office will have no other choice other than to bill the customer for them, so, please make them available for UPS to pick up this week. Thank you.

3/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: ***** sold me a photocopier that was unfit for my needs. He replaced the machine with a lesser machine valued and refused to refund the difference. In or about August 2013, after having a discussion about my purchasing needs for a photocopier, ***** ****** (*****) recommended a Ricoh 5210SF machine for the amount of $3990 on my credit card. After the machine was set-up by me, I knew that instance that the machine was not fit for my needs. The toner cartridge was defective, the plate glass was letter sized ONLY, and the machine was slower than he indicated the speed would be. ***** was upset that he had lost so much money and initially refused to take back the machine. Ultimately, ***** and I agreed that he would replace the machine with a cheaper machine (the Samsung 6555N) and refund me the difference of $1,000. Shortly thereafter, I received the Samsung 6555N from ***** and I was forced to sit with the Ricoh machine in my office for over two months. On numerous occasions, I asked ***** to refund the difference and take back his machine. These requests were ignored. Without notice, on January 8, 2014, ***** sent his representative to pick up the machine. I was surprised that he would put me in a position to send back the machine without addressing the refund issue and also surprised that he would send someone to my office without communicating with me. On that day, ***** forwarded an invoice with the Ricoh and the Samsung being the same amount of money. This was contrary to our agreement. I refused to allow the Ricoh to be released until I received an agreement about the refund. After an hour of negotiation, I settled less to avoid further aggravation and ***** agreed to credit my credit card $500 plus send me a stand. I made him acknowledge an agreement forwarded to him by email and he confirmed the arrangement. To date, I never received the $500, as agreed, but ***** sent the stand. He has refused to refund me the $500 (a settlement amount).

Desired Settlement: I am requesting the sum of $500 prior to commencement of the small claims action. The failure to forward the $500 prior to my commencement shall avail me of all rights and remedies available at law, which are in excess of $500.

Business Response: Initial Business Response /* (1000, 7, 2014/02/26) */ Good afternoon Ms. ******** Our office Is in receipt of the Better Business Bureau Complaint (hereinafter referred to as "BBB Complaint"), Complaint ID#XXXXXXXX and have the following info!matIon In regards thereto: First, this customer did a bad Trustlink review about our company stating "Buyer Beware, Stay Away" and what I find Interesting about that bad review is this isn't the first copier this customer has purchased from 'our office, its his second. Attached hereto please find the customers' Paid In Full Invoice for the first copier he purchased from our office, dated June 23, 2010 (and is marked as Exhibit "A'' In itS entirety for your information, review and perusal) and for a person to post a bad review of our company under the "Buyer Beware, Stay Away" is laughable because he's contradicting himself. Not only did he buy this copier from our office he bought another copier from our office 3 years earlier. Attached hereto please find the customers Paid In Full Invoice dated August 5, 2013 which Is marked as Exhibit "B" in Its entirety for your information, review and perusal which is the new copier he purchased that is the subject matter of all this nonsense and this Is a bunch of nonsense that I will be able to prove further down in this response. If the customer was being forthright and honest about his review, he sure left out some important and noteworthy Information in regards thereto Ie. like the above-referenced. Now, here are the real, true and actual facts in regards to this dispute; This customer took receipt of his new Ricoh 5210S copier on August 14, 2013. Two (2) weeks later on August 31, 2013 (after him having the copier in his possession, control and custody and no doubt using the copieriin his day to day business dealings and operations) contacted our office claiming he "didn't like the copier" and under normal circumstances we would have told the customer that we could upgrade them to another copier (and with any UPGRADE there is a charge associated with it) but since he was a repeat customer, that we'd upgrade him at no additional expense nor cost and swap It out for a Samsung ********* The customers new copier was delivered and signed for by him personally on September 25, 2013 (please see the attached UPS tracking detail evidencing same and it is marked as Exhibits "1C-1 through and Including OT in their entirety) and yes he did send various emalls to his sales representative ***** of our office regarding the pick up of the Ricoh copier that was still In the customers office but ***** wanted to coordinate the sale of the Ricoh copier to another customer rather than just picking up the copier to lessen the costs associated with picking up and returning It to the warehouse but rather just have a technician in New York to pick up the copier and deliver it to another customer In the same City which was effected on January B, 2014 and here's where this complaint was spawned. Now, after the customer having the Samsung copier in his office for months unilaterally decided to extort money and a free stand from our office thereby and when the service technician showed up to pick up the Ricoh copier from this customer he held the Ricoh copier hostage until ***** agreed to credit him $500.00 plus send him a free stand which is proven by way of the attached email from the customer (which is marked as Exhibit "1" in its entirety for your Information, review and perusal) to ***** of our office and I HIGHLIGHT his extortion. you will credit my credit card Master Card ending in 3171 In the amount of $500.00. Additionally, you will forward me a stand with storage cabinet for the Samsung 5CX6545N. Based upon the representation that you will forward the monies within 3 business days and storage cabinet within 15 days from the date of this email, I WIWAUTHORIZg THE RELEASE QETVE RICOH." That's proof all by Itself that the Information our office Is providing the BBB are the real, true and actual facts. So we have a technician at this customers location that our office is paying by the hour to do so ,because our office has sold the copier (the Ricoh) that this customer "didn't like" to another customer and this customer holds the Ricoh copier hostage until ***** of our office agreed to send him an email stating that our office would credit him $500.00 and send him a free stand sounds like the clinical definition of extortion to me, but I'm no expert. ***** would have agreed to anything because his hands were tied because there was nothing else ***** could do at that point other than to agree to those terns but was done under duress (which Is clearly evident by way of Exhibit "1" attached hereto) and this customer knows it. He had our office over a barrel with no other choices but to agree to his terms and thereby makes this agreement null and void from the onslaught. The facts this customer asserts/alleges/claims that the service technician just showed up are blatant mispresentations of the real, true and actual facts in regards to this dispute. ******* of our office ernailed to the service technician this customer's contact information as well as the contact information for the delivery of the Ricoh copier for the other customer In which I PERSONALLY spoke with the service technician whom indicated he had just hung up the phone with this customer making an appointment to pick up the Ricoh cc pier from his house (that Is where he has his office is located) on January 7, 2014 advising this customer that he would be coming to his house on January 8, 2014 between the hours of noon and 3:00 p.m. to pick up the Ricoh copier and didn't just show up out of the blue without this customers prior knowledge HONESTLY. Attached hereto please find the UPS tracking detail (and is marked as Exhibits "D-1 through and Including D-3" in their entirety) evidencing that this customer did in fact take deliver/ of the stand that he extorted from our office that our office sent under duress and what this customer should be doing Instead of posting negative reviews, filing BBB Complaints and threatening to sue us Is thank us for 1) Saving him a $1,000.00 on his first copier he ordered from our office from the local company on June 23, 2010 and $500.00 on the second copier he purchased from our office on August 5, 2013; 2) not charging him for the UPGRADE from the Ricoh to the Samsung copier; and 3) not having this customer send back the Ricoh copier to the warehouse at his expense (because he's the one that didn't like it, which if it were any other customer-not a repeat customer-our office would have had them return the copier at their own expense thereby). Since this contract is null and void by this customers unclean hanc's and was agreed to only under duress which he knows is the truth, the original contract between our respective offices stands and that was agreed to on August 5, 2013 as follows: "Year Ricoh parts iyarranLy. In lieu of jO REFUND psysiaftsg repfercementguarantee,",," And since the Ricoh copier was upgraded to the Samsung ******** the terms/conditions, policies/provisions of the sale of the Ricoh are transferred to the Samsung ******** Copier (which incidentally has the same 1 years parts warranty and no-refund policy/provision, term/condition that our office will be honoring on the customers behalf). Now, our office isn't afraid of any lawsuit threats as this customer can do what he wants to do, Our office has no control over that, but our office refuses to be extorted and will defend any lawsuits vigorously. I'd be Interested in what a Judge would have to say about this customers unclean hands, underhanded and unethical behavior in regards to this matter. Besides anyone whose ever filed a Small Claims action knows, the jurisIdIction to file the lawsuit is where the defendants reside or conduct business and thats California for our office. Even though our office was under no obligation to do so but did as a courtesy, in fact ship to this customer the stand that he demanded as an attempt to keep good relations between this customers office and ours because during the customer's 1 year parts warranty through Samsung, it will be our office whom will have to order any parts on the customers behalf during the 1 year Samsung parts warranty period as Samsung will not ship any parts directly to any customer and writing bad reviews and BBB Complaints as well as threatening to sue us doesn't make for good office to office relations and this customer has to know that as well. In closing, our office is In compliance with the original terms/conditions, poilcies/provIslons of the original contract between our respective offices (as the secondary was done with unclean hands and the law doesn't reward those with unclean hands monetarily and has been proved to have been done under duress as explained hereinabove and by way of the attachments hereto not to mention our office has an independent 3rd party witness that was there whom has already indicated they would testify to the exact facts as represented herein) and are honoring same hereby. In fact our office is going above and beyond what our office Is even required to do to begin with and as such our office should have the same reasonable expectation that this customer honor those same terms/conditions, polIcles/provisions of this sale. Our office Is honoring and continuing to honor the original contract between the customers office and ours, nothing else needs to be done at this time. Should you have any questions and/or comments or should you require anything further from our office at this time, please do not hesitate to contact our office directly at XXX-XXX-XXXX.

3/7/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Our copier has not been fixed for 10+ days. The service on our warranty has been less than acceptable. We first contacted this company on 1/15/2017 to have a service tech come out, as the copier was not working. Since that time, the repairman has been here 3 times, each time, unable to repair the machine. ******* ***** with Direct Source has been less than helpful. Some of her comments are: "it's not my fault you don't have a backup machine", "We need to keep the repairman happy", "You should have called???". Today she left my secretary on hold for over 30 minutes. As of today, the copier and printer work. The fax and scanner do not work.

Desired Settlement: We paid $500 for a service contract when this machine was purchased. Due to the poor service, we would like a refund of the service contract price.

Business Response: Initial Business Response /* (1000, 7, 2014/02/11) */ Contact Phone: XXX-XXX-XXXX The proper parts to fix the copier machine were ordered, and shipped directly to the service technician. Per an email from the service technician on 02/06/2014 to our office: I picked up the part Monday afternoon and showed up on Tuesday to install the part. When I arrived the receptionist told me they had been trying to get a hold of you regarding the repair, after several attempts they had called someone else to come out and complete the repair. I have NOT opened the package received and if you would I can refuse and return it to sender. Let me know. Attached is the closing invoice for this service call. Thank you, **** The customer refused the service and part from our licensed, trained Samsung technician and hired their own. They were informed by our office that the part had to be ordered and were sent tracking on 01/28/2014 for the part that was needed, so they would know when it would be delivered. As to the issue of a backup copier, any large or small business should understand the importance of diversifying and "not having all of their eggs in one basket" so to speak. It is not Direct Source Copiers fault that the customer does not have a small backup machine in place, it is their choice to only have one machine. The technician diagnosed the problem, the part was ordered same day, and the parts were shipped out as soon as they shipped in to the distribution center. Addressing the accusation that they were left on hold for 30 minutes, our phone system transfers to voice mail after a 5 minute hold, as we have an 888 number that we are charged per minute on. No one in our office would ever leave anyone on hold for 30 minutes. This is a blatant exaggeration as the entire complaint is. Final Consumer Response /* (3000, 9, 2014/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1) we never asked for the part to be ordered. Direct source did this without our knowledge. 2) the technician we hired fixed the machine in less than 1 hour, without the part Direct Source ordered. 3) the Direct Source technician was at our office 3 different times, and could not resolve the problem. The technician we hired solved the issue very quickly, on his first visit. 4) Direct Source's employees, namely ******* ****** have not handled this in a manner that is expected of a business brandishing the BBB logo. If this is what the BBB considers acceptable, consider us unhappy with both Direct Source and the BBB. In short, we paid $500 for a service contract, that is only as good as the company and technicians standing behind it. We became so frustrated with Direct Source and their technician that we hired an outside technician. He was able to fix in 1 hour what Direct Source and their technician could not fix in 14 days. Final Business Response /* (4000, 11, 2014/02/21) */ Glad to hear the customers machine is satisfactorily functioning properly, that is all our office tried to do to begin with with the recommendations of the service tech providing the service. Our office is a sales company, not a servicing company and all our office does is provide technician from a pool of technicians our office has been doing business with for decades as a courtesy for our customers. Up until this point, our office has had NO previous issues with the servicing company and as such have continued referring servicing business to them. One clarification needs to be made here that we think is important. This customer purchased their Samsung from our office on 01/31/12 and have continued to renew their service contract with our office base solely on the service they had received from the service company up to this point. The customer had no issues renewing their service contract with our office twice since the time of their original purchase (and they did not purchase the service contract with their copier at the time of sale. The copier was delivered in Jan. 2012 and the service contract was purchased on 04/24/12 and then renewed it on 02/28/13). It seems as though by the customers own hands they've created the wedge between their office and the servicing company as our office had to talk the service company to continue to service them because at one point they flatly refused to go back out to the customers office to service them. That wasn't anything our office had anything to do with, but if it hadn't been for the efforts of ******* of our office, the servicing company would have never returned to the customers office and yet they wonder why they received the service they did when these customers burn bridges rather than trying to resolve issues when they arise and our office has been the facilitator in smoothing things over so the relationship between the servicing company and the customer could resume professionally and our office is wearing the black eye for doing nothing but trying to assist them. The customer is not complaining about saving $1,000.00 on the purchase of this copier from our office to begin with, but file a BBB complaint because of the relationship the customer created with the servicing company. All our office did was order parts and dispatch the service provider whenever the customer needed it. Now, our office has honored and continued to honor the contracts between the customers office and ours by doing EXACTLY what we were contracted to do. There is no service monies to be returned because just by usage, supplies and paid service calls, our office is out of pocket by $300.19 on behalf of this customer so no refund of any amount is due them for the service contract. In closing, our office has gone above and beyond the contract between the customers office and ours to accommodate them which puts our office is in compliance with the BBB's Rules and Regulations thereby. Our office has been in business for 25 years and sell and service 12,000 customers a year. We have conduct good business, which is apparent hereby, but these customers are vindictive. Our office is happy that they have a new service company that they are happy with whom can service them without our office wearing their black eye when things go pear shaped with them. Our office has honored the contract between our respective offices, actually have gone above and beyond what the contract entails. Our office is in compliance with the BBB's Rules and Regulations and the customers have a new servicing company and no refund of any kind is due them. Business is deemed fulfilled and complete hereby.

2/4/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We paid for and received a copy machine and stand in October 2013. The copier arrived defective and we have no resolution from DSC. The copier we ordered from DSC arrived defective and would not make duplex copies. DSC sent a local technician because they claimed we did not properly set up the machine, and charged us $100. The technician was not a technician, but rather an installer, and said nothing was wrong with the install. The problem persisted, and DSC sent the same company back out, and the same installer tried to remove the duplexer to find the problem and then re-attach it. The duplexer then worked for about 4 days but returned to its defective status. I have tried to call DSC and leave messages, but I never get a return phone call. We paid $1700 for a brand new device that we can't use.

Desired Settlement: We are seeking a replacement device that functions properly.

Business Response: Initial Business Response /* (1000, 7, 2013/12/30) */ Out office is in receipt of this complaint and have the following information thereto. There is no such thing as a "duplexer" on this particular copier and am a bit confused thereby, but our office did, on upon the customers request, dispatched the local service technician to the customers location (which if the customer will look at her contract with our office, labor is NOT included as part of her warranty through Ricoh. It's a 90 day parts only warranty and the warranty is directly through Ricoh, not our office and she was advised PRE-dispatch of this and still asked our office to dispatch the local service technician) whom contacted our office indicating they could not duplicate the issue the customer is raising in this complaint. Now, as a courtesy only our office will dispatch the certified Ricoh service technician in her area to go and address any issues she claims to have with the copier, at no cost to the customer our office will cover the initial service call, but will need a copy of the Service Work Order and Bill from them that they will leave at the customers location. If any part needs to be ordered, we'll get it ordered on the customers behalf, but pursuant to the terms/conditions, policies/provisions of the contract between the customer and our office office which is a legally binding contract between the customers office and ours, there is a NO REFUND policy contained therein and our office is honoring the terms/conditions, policies/provisions of the this sale and as a matter of fact going above and beyond that contract to satisfy this customer and our office should have a reasonable expectation that the customer be bound by that same legally binding contract as our office. Just get our office the Service Work Order and Bill upon the technicians departure. Final Consumer Response /* (4200, 17, 2014/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wow, I cannot believe this merchant is accusing me of lying!!!!! I paid Hard Warehouse Technologies $101.41. I have a copy of the cleared check and an invoice. And the merchant was supposed to send us toner to help compensate us for this expense and NEVER sent it!!! So who is the liar? On top of that, the gentleman from Hard Warehouse Technologies was not a technician. His job was to install/set up devices. He did come twice, and verified that the device was set up properly. He's not a technician, so could not diagnose the issue. I have also verified that Hard Warehouse Technologies could not duplicate the issue while on site. Obviously we are still having the issue or I would not be sucking up all my time trying to deal with this. I'm not trying to get a free device here, I just desperately need a device that works!!!!! I have not been contacted by Ricoh, so I don't know what the merchant is talking about. I have not refused any service, I just never have been contacted. And my question would be, if the warranty is through Ricoh, why did the merchant send Hard Warehouse Technologies to our office and make me pay $101.41?????? Why wasn't Ricoh sent from the beginning? I hope that the BBB can see that I am not just having fun here trying to fight this. I am a small business owner who paid my personal 2 months' salary to buy a new machine that does not work. I am suffering and struggling without this device, and I need a new, working device. If this merchant were reputable, they would check their facts before accusing me of being a liar, and they would do something to provide me with a fully functioning device. I sincerely hope there is something the BBB can do to help facilitate some action, rather than back-and-forth accusations. I just need a working device. Final Business Response /* (4000, 20, 2014/02/04) */ Attached documents include email sent to consumer on December 30, 2013 indicating for her to contact Ricoh. Also, attached is a written statement from HWT stating that they tried duplicating the issue twice but could not do so.

1/31/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We purchased two Ricoh fax machines for our client and were told that they were able to do direct fax. They do not have this feature. Ricoh 4430 NF (new fax machine. Qty 2. Total cost $3,350. Purchased 8/14/13. Our purchase order XXXXXXXXX. Invoice from supplier XXXXXX and XXXXXX. Charged our credit card. Supplier refused to accept return of product even though it did not have the required features. We finally threatened to sue and supplier replied "I look forward to it". Noted that this supplier has several judgements against them in small claims court but shows as a BBB compnay on website and invoices.

Desired Settlement: We seek a refund of $3,350. Once refund received fax machines will be returned.

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ This customer is a reseller and contacts our office from time to time looking to purchase specific products for their clients. Our office was contacted for these exact units by ****** of their office. We didn't sell it to them in any fashion, nor did we recommend these machines to them nor did we lead these customers to believe anything about the functionality of them for their customer. We didn't need to because these are the only machines they contacted our office about. These are the exact machines THIS customer wanted to purchase for THEIR customer. They indicated their client wanted these specific machines and we special ordered these machines for this customer. These customers signed a no refund contract with our office at the time of sale (which is legally binding) because they were reselling these machines to someone else and now they want our office to refund them their money and take back used machines (purchase date 09-04-2013 that their customers are using in their day to day business operations and dealings) and have our office absorb their losses-is that fair business practices? Is this complaint fair business practices? No it isn't they're trying to strong arm our office into giving them their money back IN FULL FOR USED MACHINES by ruining our reputation and our offices Better Business Bureau rating thereby. Here's an email we received from ****** (whom purchased these exact machines), dated 08-16-13; "Thank you very much for holding these units for us. We really appreciate it. Unfortunately for you and us, the client has decided not to buy these units at this time. I believe he is still going to want these eventually, but will not be buying them today. Please release the stock for other clients to purchase. Thank you again and I am really sorry about this." No refunds, means no refunds. Period because this isn't our offices problem nor fault. We fulfilled our end of the contract between our respective offices and we should have a reasonable expectation that the customers be bound by the same terms/conditions/policies/provisions as set forth in contract between our respective offices. The Better Business Bureau expects our office to be bound by the terms/conditions/policies/provisions of this sale, our office expects this customer to be bound by same. Why doesn't this customer take the machines back from their customer and order them something else and sell these used machines to another one of their customers? Why is our office having to bear the brunt of their burden? We're not, hence the reason this Complaint was spawned. Unfair and deceptive business practices as this complaint is made maliciously with the sole intention of causing our office financial harm and they should be concerned hereby that we don't forward this complaint to our office's lawyer to seek punitive and exemplary damages if this complaint causes our office financial harm and our office can prove it caused our office financial harm, which is easy to do by just forwarding this complaint to corporate counsel. This is an unwarranted and completely unnecessary complaint. Just because our office is binding them to the contract they entered into and they should be ashamed of themselves. They contacted our office to purchase these exact machines for their customer. Our office special ordered these machines. Our office made no representations regarding the functionality of these machines because we didn't need to because these machines were specifically ordered by them for their customer. Our office delivered to their customer the machines that they ordered. The machines are in their customers office functioning properly and business is deemed complete because they approved. Fully accepted. Acknowledged and authorized the NO REFUND policy/provision, term/provision of the contract between our respective offices. Contract has been fulfilled and business is deemed as complete thereby. Final Consumer Response /* (4200, 16, 2014/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no proposed resolution in the response. We will deal with in another manner. Thanks Final Business Response /* (4000, 14, 2014/01/16) */ Well, I'm sorry we can go around and around with this as our office never spoke to this Mr. ***** pre-sale and the only time we've ever heard this name before was associated with this complaint only. All correspondence and telephone calls pre-sale were with *********** or ****** or ***** despite what he asserts. You can say anything you like but the documentation provided does not tell nontruths. I'm also sorry that all documentation that has been provided to her from Ricoh Corporation pre-sale also indicate this copier does do the application you indicate it does not and you do not want to accept it. It is clearly and fully contained in that documentation from Ricoh Corporation regardless of what you accept nor indicate and our office is wearing the black eye because you don't want to accept it for that we're truly sorry for but our office has no control over what you accept as fact even if incorrect by virtue of all the documentation between your office and ours indicates. In writing. In plain english written on a 7th grade level. You can say or do anything you like, it doesn't change the facts and the facts are clear as day. Your office purchased this particular equipment on your own free will. We cannot force anyone to purchase anything. MS. ******** called our office wanting to purchase these exact machines and none others. All the specifications of this equipment in the documentation provided, the manufacturers brochure is on our office's website as well as the specific specifications that met the criteria Ms. ******** set. Not our office. She wanted these particular machines, our office wholesaled them to her. Your office sent our office Purchase Orders for these particular machines and our office sent you the machines you ordered that your office took delivery of and set up in YOUR customers office. Not our customers. Our office has wholesaled your offices 15 different units over the past 18 months and never once have any of them complained to the BBB, nor threatened to sue us for any damages. That speaks more volumes than this 1 sale does. You can try to divert attentions away from these very important facts, but the bottom line what this complaint is spawned over is the fact that our office is binding you to your contract that you want to breach. Our customers expect our office to be bound by the terms/conditions, policies/provisions of sales why should our office have any reasonable expectation that you shouldn't be bound by those same terms/conditions, policies/provisions of this sale? I'm sorry that these facts upset you. But thats business. Do what you feel you need to do and let the chips fall where they may as your complaint will cost our office more sales revenue than you will lose reselling these machines "to the open market" and our office isn't bound by your loss (if any). This complaint is because you want our office to absorb any potential losses by your company which isn't part of the terms/conditions, policies/provisions of this sale and is SPECIFICALLY EXCLUDED from this sale therein. Your a re-seller (and does exactly what our office does) and if you do it right you can actually resell these units and make money or at least break even. But, only you have the ability to do that. BOTTOM LINE, OUR OFFICE IS HONORING THE TERMS/CONDITIONS, POLICIES/PROVISIONS OF THIS SALE and there's nothing else our office is required to do.


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

2 Customer Reviews on Direct Source Copiers, Inc.
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Fusion Chart
Fusion Chart