Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company called our office and convinced our receptionist that they were working for Canon and that we had an account with them and they would send us a toner, now we received an invoice from a company who we have never done business with for $500 of a toner we did not order or ask for, total scam. I contacted the company and the person on the phone said they would send us a return label which they never have responded or sent us. No one responds in this company

  Business Response

  Date: 09/26/2023

  ADS has been unable to locate any record of this customer. Please provide a reference or account number in order to assist us with resolving any issue.

   

   

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about July 31, 2023 someone from Advanced Data Solutions called our office about a back ordered toner cartridge. ADT asked if they should send it out and the person who took the call said if it was backordered, yes send it. We have a contact for our ***** machines which includes all supplies. We do not need supplies from a company in **********.I received the invoice on Thursday, August 17 and have tried to call the company 5 times each time entering a different option 1.) customer support 2.) sales 3.) accounting 4.) operator. Each time the music stops and the line goes dead.We do not want or need this toner cartridge and I would like to send it back.

  Business Response

  Date: 09/13/2023

  ADS was contacted by customer on 8/17/23 regarding ordering supplies in error. Our records indicate that customer support did communicate  with customer on 8/17/23 regarding returning the unwanted product. Shortly after customer received a return authorization with instruction on return the goods along with the prepaid return service label. The customer's account has since been credited and closed.

  If customer may require additional support please contact our customer support for further assistance.

   

• Initial Complaint

  Date:06/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received 6 printer toners that we did not order. Called to say the order was never placed and was told that we got a call confirming that the order was going to be shipped out when in reality ******* called and said he was "just checking in to see how we were doing with supplies". When I called to say we did not want the toner because we had a different printer and cannot even use the supplies, I was told they don't take returns and we can exchange the toner for the correct supplies. I told them we were working with a different company now because all the office locations needed to be ordering supplies from the same company. I was told that there was nothing that could be done and to call if I needed anything in the future. A few weeks later on May 3rd, we get sent a bill for $2,176.38.

  Business Response

  Date: 07/14/2023

  We have reviewed the complaint filed by customer regarding the supplies in question. Our records indicate that the customer had ordered the supplies from ADS. Customer had contacted ADS regarding returning the supplies due to sourcing a new vendor to provide products for them.

  ADS provided a return authorization number to send back the requested products. Additionally ADS had issued a courtesy credit on account while waiting for supplies to be returned. ADS has yet to receive any products back from customer.

  We've requested that customer provides proof of return of goods so we can close this case and restock the original supplies.

  Customer can reach us Monday - Friday 8 a.m. to 4.pm pst to provide tracking detail for the returned goods.

   

   

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20152644
  
  I am rejecting this response because: I was told that they do not accept returns and that they could send the correct products that we needed but there was nothing that could be done with the items that we were sent. I told them we were working with another company for the same products going forward.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/02/2023

  It is our policy to accommodate customers requests to the best of our ability within reason. In this case the customer has been granted a full authorization to return the unwanted goods. In addition the customers balance was credited out at the time of their original request. According to customers response they  state that they are not satisfied with the resolution. Customer has not provided any reason as to why they are not satisfied with the resolution within their response. ADS kindly requests customer to provide their reason for their response in effort to satisfy and conclude this open issue.

  ADS is available to speak with customer at anytime to resolve any issues customer may have.

  Please advise.

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20152644
  
  I am rejecting this response because: I think it is clear why we are unhappy. You avoiding doing anything about this and rewording your responses but essentially saying the same thing. We do not want to pay you because we did not ask for your services or products and are unable to complete a return based on what I was told on the phone when calling to inquire why we received unsolicited products.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/06/2023

  The recent response from customer has been received. There is clearly confusion on the customers part. In order to avoid any additional confusion here is the resolution.

  All outstanding invoices has been credit out which means the customer does not owe any money. Since they will not send the product back, they can keep it.

  Let us know how you would like to move forward in resolving this matter.

  The account has been closed out on our end with no balance due.

  Thank you

   

   

  Customer Answer

  Date: 10/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Advanced Data Solutions sent our offices a black IM C6000 toner cartridge early March 2023. I handle all ordering of office supplies for my company and I keep careful records of all the vendors we use, how much items cost, what and when items are ordered, and I had no record of ordering this ink. Furthermore, this particular ink is included in the rental agreement we have with our office equipment rental company, so there is no reason for ** to order these supplies from any third-party vendors. After mass emailing our office (including *************************, whose name appears on the invoice attached), I confirmed that no one at our company had placed this order. I also called the rental company that we source our ink from, and they confirmed they have no affiliation with Advanced Data Solutions and that we had not ordered ink recently. Advanced Data Solutions then sent us an invoice for $498.00 and continued to call us repeatedly for payment; after some quick research, this same exact product can be purchased for $82.00. I called Advanced Data Solutions to initiate a return, and was disconnected twice before I was finally able to speak with someone. She let me know that she would send me a pre-paid return label by email, which I still have not received two days later. I am requesting that Advanced Data Solutions allows us to return this ink to them in a timely manner, as we are not paying the invoice for an item we did not order, and we request that they stop contacting us in every form, as we do not wish to do business with them in the future if this is how they conduct themselves.

  Business Response

  Date: 05/16/2023

  Our records indicate that the product has been received back and the account has been credited out.

  Upon receiving a request from customer to return the goods back to A.D.S, a return label was forwarded to customer on 5/1/23.

  On 5/10/23 the product was received back and customer was notified that everything had been credited out. 

  If there is any additional support that *** be useful, please let us know.

  A.D.S will not contact customer moving forward per their request.

   

   

   

• Initial Complaint

  Date:10/13/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called the customer service number listed on the packing sheet and continue to get disconnected. Someone from Advanced Data Solutions called our office impersonating a genuine HP sales representative wanting us to order HP printer toners and acted like we already had an account with them, which we do not.
  
  They sent us Office Jet Pro X476DWHY Black Toner Ctg COMP and what was included was NOT HP but a GENERIC brand. The customer service number listed on the packing slip goes to an automated service then you get transfered and no one ever picks up then line drops. I have also emailed them at ************************ but, of course, have not heard back. We are sending this back immediately and will have to pay out of our pocket to send this back so we NEED to not be billed for this and we need to be reimbursed for shipping.
  
  I am extremely disappointed in their sales team for implying they were ACTUALLY HP and they were NOT.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 9, 2022/10/31) */
  According to our records after researching this matter, please find our response and resolution.
  ADS, did receive correspondence from customer requesting to return the supplies on Oct 13th. The following day ADS provided customer with a return authorization and a return service label to send back the unwanted supplies at no expense. We have no record of a **************** on account. How does ********* come up with the false claim of "I am extremely disappointed in their sales team for implying they were ACTUALLY HP and they were NOT", whereas ********* was not the original person placing the order. Our records show******* placing this order with complete transparency and no confusion.
  Upon receiving *********'s 1st communication to ADS, her issue was resolved and account was closed.