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Business Profile

Business Form Printer

Xerox Corporation

Complaints

This profile includes complaints for Xerox Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 72 total complaints in the last 3 years.
    • 22 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/26/2024

      Type:Billing 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.
      Xerox Financial Services is our copier lease provider. I was asking for Amortization Schedule for bookkeeping purposes, however they could not provide it. So I asked for the interest rate but they refused to provide it also.

      Business Response

      Date: 04/03/2024

      Hi Ms. **********, can you please provide a Serial Number or Customer Number to help us locate your agreement.

      Thank you,

      Xerox.

      Customer Answer

      Date: 04/04/2024

       

      This is in response to Xerox Corporation questtion on serial #. Please see  information below

      ** ********

      model/product# ******** 

      Xerox ********* ***** ** ****** ***

      Business Response

      Date: 04/16/2024

      Hello Ms. **********,

      Apologies for the delay in responding.

      As this is a true lease with a rental payment, there is no
      interest rate.
      Amortization schedules should be able to be completed by your accounting group. 

      Thank you,

      Xerox

    • Initial Complaint

      Date:03/19/2024

      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.
      We own a Xerox **** All In One Printer.
      We've posted a question on the Xerox Community, and have had no replies back.
      We have emailed Xerox, and have had no reply back.
      If someone could please reply to our post in Xerox Community, we would appreciate it. ********************************************************************************************************************************

      We want to know if this printer is compatible with Win 10 and 11. We used to be able to print wirelessly to it from a Win 10 laptop and can't seem to get it re-connected. Downloaded the Global Print Driver, to no avail.

      Business Response

      Date: 04/03/2024

      Hi Mr. **********, I believe this has been resolved by our support team.  Please confirm.

      Apologies for the delay in response to your original post.

      Thank you,

      Xerox

    • Initial Complaint

      Date:03/07/2024

      Type:Billing 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 been a customer of xerox for several years, I was transferred to the ******* ******* ***** ******* without my consent. Since this happened I have had nothing but problems with my billing being incorrect and broken promises and poor communications with the company. I would like to be placed back on XEROX directly for my service contract and have tried several times to reach out but all i get is a phone that rings and no one ever answers. When I do call the ******* ******* ***** ******* about my bill I get people that either can not understand what I am talking about or transfer me to phone #s with nothing but dead air. I am seriously thinking about moving over to another provider for my copier if I can not get someone to help clear these issues up. Please feel free to reach out to me anytime. If I am not available please leave a message I WILL call you back.

      Business Response

      Date: 03/19/2024

      Hi Mr. *****, sorry to hear of the issues you are experiencing.  Do you have a Customer number or a Serial Number/s you can share so we can investigate further.

      Thank you,

      Xerox.

    • Initial Complaint

      Date:02/27/2024

      Type:Billing 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.
      it started in May of 2023, where the company charged MSS a late fee for non-payment. However, we had a $107 credit on the acct. They charged us a 25 late fee on 10.70 charge. I paid the bill and continued to pay the bill and realized I had a credit on the acct. They sent us some of the credit back however, never gave me credit for late fees when they already had our money and should have never been charged the late fee. I went round and round stating we are canceling the acct back in Oct. Got nowhere as I never talked to the same person. Finally in Nov 23, I was told to reach out to our rep. I did. She even told me she was going to have problems with reaching them. She got nowhere. I finally received calls regarding past due amounts. I refused to pay until I spoke to someone to get the acct fixed from May. I told them several times I was canceling at the end of the contact. Dec 23. They since have still to credit us the money back. They have blamed it on me stating I didnt do what I was supposed to do. I have emails and very detailed notes from everything that has happened. I sent that to the acct manager, and she still responds with, "I didnt do what I was supposed to do." Now they are telling me I am getting penalized for ending a contract early for 2024 as the contract already renewed on Jan 1. I also got a letter stating our acct is in default. Now my acct is in review as of the latest. After they tried to settle.
      I have additional emails sent to Xerox and Julie (acct manger) if needed

      Business Response

      Date: 03/13/2024

      Sorry for the issue, we are reviewing this with the support teams and will provide additional information shortly. 

      Customer Answer

      Date: 03/14/2024



      Complaint: ********



      I am rejecting this response because: they have been reviewing this for 3 weeks now.  I was willing to pay the 96.53 to close the account and the are trying to charge me 140 and change.  They had my money, charged me late fees on 25.00 on a 10.00 bill.  I tried to cancel in Nov and Dec and they automatically renewed my contract.  I will pay the 96.53 and be sure to never recommend them or ever do business with them again!!!



      Sincerely,



      ******* *****
    • Initial Complaint

      Date:02/20/2024

      Type:Order 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.
      Our company leased a printer/copier machine from Xerox in September of 2021. We were never able to set up the accounting software that was promised as a feature (to track who was using it, and to be able to pass on extra usage costs to our customers). After 2 years of not having service requests acknowledged, or calls from the sales rep returned, in late 2023, I asked to terminate the lease and have the machine picked up. Finally a service tech Joselito did a virtual support session where he remoted into our work computer, and in less than a minute confirmed that the machine we were leased does not work with *** ***, and the sales person should have never sold it to us. Since then we have asked dozens of times: via phone, by emailing every single email I can find (including the president of the local NH branch), and got no where. Finally in February 2024 a local sales rep reached out to me, apologized for the inconvenience and agreed to try to help me cancel the contract. Now Xerox corporate is saying Xerox Financial needs to authorize, and Xerox Financial is saying they need Xerox corporate to authorize. We just want this machine, that does not do what we were promised, to be removed, and for the invoices to stop coming.

      Business Response

      Date: 02/28/2024

      Very sorry to hear of the issue with your device Ms. ********, could you please provide a Serial Number, Customer Number or Contract Number so we can complete further research.

      Thank you,

      Xerox

       

       

    • Initial Complaint

      Date:02/13/2024

      Type:Billing 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.
      Our business leased 2 copiers from Xerox and when our lease was complete we contacted them about returning the equipment. We did so prior to the 30 day request that they told us about. We sent a letter of intent to terminate our contract with all the necessary information that they requested. We asked for an address to send the equipment back and they started giving us the run around. It took several months for someone to actually give us any information. I tried calling and never could speak to anyone that knew what they were doing. Each and every time they said they were waiting on "higher ups" to let them know what to tell us. We are still waiting for the information and they are continuing to bill us. I received an invoice today with charges dating back to September. There are late fees on the invoice as well. Our lease has ended and we don't owe them anything but they keep billing us. I want this to stop and definitely don't want this to show on our credit report as late payments since they are bogus charges in the first place. Most unprofessional company to work with that I have ever seen. Based on reading other complaints it seems they try this trick with everyone.

      Business Response

      Date: 02/13/2024

      Hi *******, very sorry for
      the issues you noted, could you pleases provide the Serial Numbers or Customer
      Number or Contract Number so that we may provide further assistance. 
      Thank you,
      Xerox

      Customer Answer

      Date: 02/13/2024

      Company name: *** ** *** **** ****** ****

      Re**************** and ***************

      Business Response

      Date: 02/16/2024

      Hi *******, our leasing team reflects the machine has not yet been returned.  Please let us know if you need a new return authorization.

      This action is required to stop the invoicing. 

      Thank you,

      Xerox

      Customer Answer

      Date: 02/21/2024

      My biggest concern is after months of asking and being given the run around about returning the equipment we are still being billed and charged late fees for a lease that has ended. I do not want this to show as late payments on our credit. 

      Customer Answer

      Date: 02/21/2024



      Complaint: ********



      I am rejecting this response because:

      Date Sent: 2/21/2024 9:45:16 AM
      My biggest concern is after months of asking and being given the run around about returning the equipment we are still being billed and charged late fees for a lease that has ended. I do not want this to show as late payments on our credit. 

      Sincerely,



      ******* *************
    • Initial Complaint

      Date:02/05/2024

      Type:Order 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.
      We are writing to inform you of discrepancies in our lease agreement (Reference Number: ******) with Xerox Financial Services LLC.
      After carefully reviewing our contract, we have identified what we believe to be a breach of contract on your part. The issue arises from upgrading the initially leased equipment, explicitly transitioning to a color printer on 12/06/2022. According to the terms outlined in the agreement, any modifications to the equipment during the term should be subject to a single lease agreement.
      However, upon receiving double invoicing, it came to our attention that we have been charged for two separate contracts instead of a single one, as stipulated in the original agreement. This situation is concerning and constitutes a breach of the contract terms agreed upon at the commencement of our business relationship.
      We have contacted your sales representative numerous times; some emails are attached. We have also attached payment receipts for your analysis.
      On the other hand, the printer does not scan to one of our computers. The IT services have promised to visit the office multiple times to solve this situation, but no one has solved it yet.
      In light of this breach, we hereby provide formal notice of our decision to terminate the lease agreement with Xerox Financial Services LLC. This decision is warranted without penalty, given the deviation from the terms of our initial agreement and the subsequent financial impact on our company. To facilitate a smooth and timely transition, we request that you provide instructions on the return process for the existing equipment. Additionally, we expect a prompt resolution to the billing discrepancy, including any overcharges incurred due to the double billing.
      If necessary, we are prepared to engage in further discussions to resolve the matter amicably.

      Business Response

      Date: 02/16/2024

      Hello Mr. *******, our leasing team has reviewed your agreement.  They have confirmed the the required contractual notification period is no more than 150 days and no less than 60 days from contract expiration.  Additionally they do not show record of your 36th payment.  If you have additional information please let us know.

      Thank you,

      Xerox

      Business Response

      Date: 02/16/2024

      This complaint should remain open.  The information in the last response was linked to a different open case, it was general in nature but will confuse the situation.  The Xerox team is still working on aligning the right parties to work through the open issues for our client.  

      Customer Answer

      Date: 02/16/2024



      Complaint: ********



      I am rejecting this response because:

      We upgraded the initially leased equipment, explicitly transitioning to a color printer on 12/06/2022. We have paid for two contracts instead of one during the first half of 2023.
      Please proceed to a refund of $893.24 of the invoices paid during 2023 for contract number ***************. You will find attached the payments made and the invoices. 
      You still need to treat the following situation I brought to your attention in my previous letter in your reply: 
      "The printer does not scan to one of our computers. The IT services have promised to visit the office multiple times to solve this situation, but no one has solved it yet."




      Sincerely,



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

      Business Response

      Date: 03/13/2024

      Please share the following with Miguel.

      We had our leasing team take another look, there finding are below.  Please let us know if this helps clarify.

      We had contract ***************
      (Commenced on 08/31/2022), which was upgraded to *************** on . 
      That upgrade was done on upgrade to keep 5/17/2023, we show funds were lifted
      from this account and moved to  *************** $300.27 and $100.09 and
      $100.09.
      So a credit did occur for the payments post upgrade on 001 and those payments were placed on new lease 002
      totaling $500.45

      Customer Answer

      Date: 03/17/2024



      Complaint: ********



      I am rejecting this response because:

       

      We have provided sufficient information and evidence to support the claim that we have paid for your invoices. Please prove that $300.27 and $100.09 were credited to our account. Which invoices specifically show the credits?





      Sincerely,



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

    • Initial Complaint

      Date:01/12/2024

      Type:Billing 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 had a 3 year lease with all payments on time and in full. My lease ends 01/24/24 and we requested to return the machine over 30 days in advance. They have been stalling on letting me return the macine at the end of lease and have sent me a bill for early termination when the payments have all been made.

      Business Response

      Date: 01/12/2024

      Hello Mr. ******, apologies for the experience you noted.  We will research the matter and get back to you with further information.

      Thank you,

      Xerox.

      Business Response

      Date: 01/22/2024

      HI BBB, we were still working with our leasing folks to get better details on this one.

      Here is what we would like to share with our client.

       

      Hello Mr ******,

      Our leasing team observed 35 payments have been made against the full term of 36. Last payment made
      was 12/30, the January payment is due to complete the term.
      Letter of intent was received on 12/19/2023 and the original
      term end date is 1/30/2024.  This is 42 days prior to the end of term,
      however the lease agreement stipulates in section 5 that notification
      is due no greater than 150 days and no less than 60 days prior to the end of
      term.  42 days is past the minimum 60 day notice period thereby triggering
      the automatic 3 month renewal.  It is acknowledged the terms are rigid regarding end of term leases notification requirements.  Please let us know if you have additional information to support prior notification. 

      Thank you,

      Xerox.

       

      Customer Answer

      Date: 02/09/2024

      I was over charged by Xerox for an additional 3 month worth even though requested to return the machine 45 days before the lease was finished. They tried to charge me an additional $700 to return the machine and continue to charge me for an additional 3 months which I complained about and they then lowered it after several complaints to $275. I paid the $275 Final Return to Buyout Invoice after filling a complaint with the BBB. I had to pay an additional $339 to ship the machine back to them which was not mentioned in their lease agreement, and now have received another invoice from them stating I am still being charged for the lease in January / February even though I used their shipper and provided the Shipping Receipt from their shipping company. This company is deceiving consumers and purposefully making it difficult to return the machine and continuing to charge their consumers an amount that is just about the same as if you kept the machine. I would NEVER use Xerox Corp again to lease a machine as they are very deceitful. Lessors beware, you're better of purchasing a machine from another company. I would like the BBB to help me to get Xerox to refund me the amounts paid for the Buyout Return and shipping fees I paid as I paid all lease payments to Xerox on time and in full.

      Business Response

      Date: 02/16/2024

      Hello Mr. ******,

      Our leasing team has reviewed your agreement.  They have confirmed the the required contractual notification period is no more than 150 days and no less than 60 days from contract expiration.  Additionally they do not show record of your 36th payment.  If you have additional information please let us know.

      Thank you,


      Xerox.

    • Initial Complaint

      Date:12/26/2023

      Type:Order 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.
      End of a 5 year lease after having several machines for many years... tried to reach a sales rep to see new machines. Called several people and left several messages and they were never returned until month after our contract expired. They sent someone to our office and the person never followed up. Then we called again saying forget it - just get the machine. We bought a different brand. They said we had to pay 3 months after contract because we did not send letter of intent 3 mnths prior as stated in a contract 5 years ago and sign by someone that doesn't even work here anymore. We asked why they didn't remind on their invoice 3 months before end of lease or at least tell us when we called multiple times before to have a sales rep come out. We spoke to so many people and were never told. We have the machine sitting and not being used and they refuse to come get it until 3 months of payments are received after contract expired. Terrible company to work with. Do not sign contract unless you memorize it and can remember it 5 years later. They also increase the amount each year which was not told by sales rep. It is a very sneaky contract We asked for waiving of final invoice and they refused. Hoping after we pay it is not impossible to get picked up like everyone else says.

      Business Response

      Date: 12/27/2023

      Hello Mr. ******, Very sorry to hear of your experience below.  Could you please provide a Serial Number or Customer Number so we can complete additional. research.

      Thank you,

      Darren.

      Customer Answer

      Date: 01/09/2024

      Per Xerox request

      contract # ***************

      s/n *********

      Business Response

      Date: 02/16/2024

      please keep this open, still waiting on confirmation from the Xerox team they made contact with our client.
    • Initial Complaint

      Date:12/14/2023

      Type:Order 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.
      We have been trying to end a lease with Xerox for 4 months now. Our lease ended at the end of August 2023. To start off Xerox wanted to charge us $125 to get a copy of our lease, which is just sickening, they also told us that our lease was extended for a year because the letter of intent was not received (which we sent out several times but they deny receiving). Funny we found our contract and it only shows 3 months renewal (what a surprise). We have to continued to try to prove that the letter was sent but they continue to deny receiving it. After I sent emails to every email I could find for Xerox this was what I received "Good Afternoon Ed,
      Please review, the customer# you mention attached does not belong to Xerox financial. Please provide the contract number." (copied directly from email.) Even funnier is there is no contract number anywhere on the Invoice. All this company does is play games to try to make you pay more. This is not a fair service provider.

      Business Response

      Date: 12/14/2023

      Dear Mr. *******, apologies for this experience.  We have logged your request for equipment cancel and the request to credit the invoices billed beyond your expressed intent to cancel.  

      Will keep you posted as we progress.

      Thank you,

      Xerox.

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