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:07/25/2023

  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.

  I purchased a KS-810 Sewing Machine July 14, 2023 from Ricoma and the machine hasn't worked since we received the machine. The machine locks up and will not run smoothly. The machine will not sew. We contacted customer support and they informed us that they don't support sewing machines but they did have a technician that knew about them named ********. I have had a request for him to contact me. I have also had several promises that ricoma would call me back to rectify the issue. They refuse to call me back and refuse to replace the defective machine. I have asked several times to speak with a manager and they refuse to let me speak with a manager. I would avoid this company since they take your money and don't provide any support. I pretty much bought a paperweight for my office.

  

  Business Response

  Date: 07/27/2023

  We have read your BBB Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on our Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of our equipment.
                  We have reached out to this specific customer due to this inquiry and have worked with the customer to do a product replacement, due to the customer  We have been more than willing to work with the customer on any issues the customer has had and will continue to do so and be available to assist the customer.
                  As always, our goal is to assist our customers in resolving any issues they have run into on their equipment.

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair 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.

  We purchased a direct to garment printer slightly over a year ago. When first setting up, there were white ink indicators that were not reading properly and we were told not to worry about it. So from day 1, it did not work right, but we listened to the *** And did not worry about it. One huge issue is that not all needed information is given to you from day one, we found out information through all the calls that were made to the *** to fix the many issues we had. At first, customer service was very helpful, but the more we called, the longer it takes to actually talk to someone that *** help. So in the end, they ended up replacing the printer head because that was the issue and now a few months later the same thing has happened. Of course the company doesnt even stand behind this product. We have had more than one employee tell us that the co, Ricoh, sets the rules and basically neither of them do help you with the product. Also, the poor 30 day return is ridiculous for a $16k+ machine that no one helps you get a full understanding on the exact issues and how to keep them from happening again. The printer probably, in hindsight, shouldve been returned, since it didt work right from day one, but we were told it wasnt a major issue. Now we have been waiting for someone higher up to call us for about two weeks now and we still havent heard from them, but the last person we did talk to basically told us that they probably wouldnt fix it and we would have to pay even more money to get a new part that was just replaced. in my opinion, the major issue is they dont have a better customer resolution process that doesnt leave the customer feeling completely violated. If someone wants to break the contract, largely in part because of the insulting 30 day return policy, there should be protocols in place for nuisances. In closing, the resolution I hope to get is to have them take the printer back, remove the remaining amount to pay, they keep what was already paid.

  

  Business Response

  Date: 07/05/2023

  We have read your BBB Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on the Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of the equipment.
  As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment and we will feel that we have made every attempt to date to assist the customer and will continue to support the customer. We are Attempting to work towards  a resolution that works both for the customer and the company.
  We understand  the customers frustration, and have continued to work through the issue with the customer and are work to a resolution on the issues presented to us that is amiable for both the customer and us.

  Customer Answer

  Date: 07/10/2023

   
  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:06/23/2023

  Type:Product 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.

  Ricoma changed the proprietary and required software needed to operate their White ***** Printer and essentially rendered it useless.

  

  Business Response

  Date: 06/28/2023

  We have read your BBB Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on the Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of the equipment.
  As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment or software and we will feel that we have made every attempt to date to assist the customer and will continue to support the customer. We feel we have come to a resolution that works both for the customer and the company.
  We understand  the customers frustration, and have provided a solution for the customer and are are willing to  work to a resolution on any issues presented to us..

  Customer Answer

  Date: 06/28/2023

   
  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:06/14/2023

  Type:Service or Repair 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 purchased a Ricoma RI **** in June 2022 and spent a little over $18,000. I have had nothing but problems with my machine. I have done everything Ricoma has asked and have documentation. Ricoma stated that they no longer have a contract with Ricoh and it explains a lot, the machine speaks for itself. I am not asking for a full refund but I am asking for someone to come pick up the machine and negotiate my remaining payment.

  

  Business Response

  Date: 06/22/2023

  We have read your BBB Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on the Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of the equipment.
  As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment and we will feel that we have made every attempt to date to assist the customer and will continue to support the customer. We are Attempting to work towards  a resolution that works both for the customer and the company.
  We understand  the customers frustration, and have continued to work through the issue with the customer and are work to a resolution on the issues presented to us that is amiable for both the customer and us.

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20186914
  
  I am rejecting this response because:
  There has been a lot of false promises and the machine speaks for itself. 
  Sincerely,
  
  Victoria De ***********

  

  Business Response

  Date: 07/05/2023

  We understand that the customer is frustrated, and we are committed to doing everything we can to assist them in a reasonable manner. Our goal is to work with the customer to find a mutually agreeable solution. Despite the fact that the customer operated the equipment outside of the recommended safe environment, which is necessary for proper machine operation according to the manufacturer, we have offered to cover the cost of the printhead. We are willing to continue working with the customer, but unfortunately, a return is not an option since the machine is out of warranty and has been used outside of the warranty's scope. As a gesture of goodwill, we will cover the printhead replacement as a one-time courtesy if the customer chooses to proceed. Please see attached:
  

• Initial Complaint

  Date:06/12/2023

  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.

  During the last week in May, we contacted Ricoma International about purchasing an embroidery machine under their Memorial Day sale. We were given some forms to fill out and told that financing would be zero interest for 72 months. Before signing the purchase agreement, I asked to see the loan terms from the lender, which were never provided. Due to this and some of the negative things on the BBB website, I refused to sign the purchase agreement and we notified Ricoma that the sale was off. Their sales rep agreed to cancel the sale (documented in text messages from him). A few days later we received a letter from Ricoma's financing partner, ************** that we had a loan from them with a charge of over $14k on it. We attempted to get it resolved through Ricoma, who said that they had closed the account and reversed the charge. We also contacted *************** who reported the charge as fraudulent and closed the account, however, as of 10 June 2023 another account was opened with Synchrony and the same charge is on that account now. We are working with Synchrony to get the issue with the charge resolved through their fraud department.

  

  Business Response

  Date: 06/28/2023

  In response to complaint 20174116
  This inquiry was handled with the customer. The account was opened with Synchrony, since the customer did an application to apply for the credit line. As a company, we followed proper protocol after receiving the application filled out by the customer on 5/26/2023 at 4:54 PM. The customer was in fact granted a credit line with Synchrony and was charged at 0% interest for 72 months as promised.  The customer signed our Sales Contract on 5/26/2023 at 8:31 PM, spoke to the customer, and then charged the Synchrony account and sent the necessary documentation for the purchase.  The customer changed their mind after some contemplation, so we took the next step and refunded the Synchrony account for the customer.  This is completed on our end and the necessary documentation is attached to prove our position and fortify our actions. 

  Customer Answer

  Date: 06/29/2023

  
  
  I am rejecting this response because:
  

  The response received from representatives at Ricoma is factually incorrect in three points:

  1. We were never provided with necessary documentation for the purchase as indicated in their response. I requested a copy of the loan disclosure from them as I wasn't comfortable with borrowing that amount of money without seeing the terms and we were not provided with one. This is the main reason that we decided to terminate our business with Ricoma on 31 May 2023 as indicated in the text messages between myself and the company representative that I attached in my prior complaint. I only received a copy of the loan disclosure in the mail, included with a bill from ************** indicating that we had a $14931.30 charge on an account. The bill was posted on 4 June 2023, after the Ricoma rep had indicated that the sale was cancelled.

  2. Ricoma did not refund the charge on the Synchrony account and it was still in effect on 10 June as indicated in the screenshot from my credit report attached. We contacted Synchrony and reported the charge as fraudulent and they are investigating it. 

  3. The assertion that we signed the final purchase agreement is disingenuous. The sales representative sent us a sales agreement, which I did sign, but it did not have ************ Sales Tax listed on the invoice. My wife caught this and contacted the sales rep who voided that sales agreement and said that he would send us a corrected one. He never did send a correct sales agreement. 

  I would like to see some evidence that Ricoma did in fact make an attempt to refund the charge to Synchrony, and that we will see no further charges or any more charge accounts opened by them in the future. This has negatively impacted my credit score, and has been a headache from the moment we first spoke with them. We do NOT want to do any business with this company and we have a written agreement to cancel our purchase. 

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/10/2023

   We have not initiated any new accounts nor transactions as the customer states, what can happen is actually with ************** and not Ricoma. Once **************, the financing company, hears of a fraud dispute, or possible fraud transactions, they close the active account and reissue a new one so any one who may have access to that previous account can not use it. This is also acknowledged by the customer that they contacted ************** and let them know that there is possible fraud. This is standard practice with any bank. The customer has mentioned that they are looking for evidence on the refund which the attachment shows the refund receipt was initiated and completed on 6/14 at 2:57 PM ET with the account we have on file ending in ****. The request is completed.

• Initial Complaint

  Date:06/08/2023

  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.

  Hello my name is **************** I got a bundle deal with myricoma for there heat press and printer. I started with ricoma in February. They had send the machines and the first printer started working for a little then the printer started saying service call. I reached out to myricoma they send me a another printer that came 3 weeks later. Got the printer set it up it said the same thing reached out to them they send me another printer. The third printer started off good then the ink started action up so I called ricoma again they send me another printer. This 4 th printer keep saying misdeed and now I have lost customers for my business that I started I spoke to the manger of ricoma he said he was gonna call me back at the end of the day they didnt get a call back I keep calling they keep telling me the same thing. I told them I wanted my money back I still have a old printer still sitting in my house and they owe me $ 200

  

  Business Response

  Date: 06/15/2023

  We have read your BBB Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on the Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of the equipment.
  As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment and we will feel that we have made every attempt to date to assist the customer and will continue to support the customer. We are Attempting to work towards  a resolution that works both for the customer and the company.
  We understand  the customers frustration, and have continued to work through the issue with the customer and are work to a resolution on the issues presented to us that is amiable for both the customer and us.

• Initial Complaint

  Date:06/06/2023

  Type:Service or Repair 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.

  April 18, 2023 Paid approx. ******* to Ricoma directly and was approved by ************** for ******* that is requiring ****** per month.The company insured me that it was the best quality embroidery machine on the market. It was the top of the line. They also assured that there was unbeatable tech support available that would ensure that your machine would perform at it's best. They said there was a warranty that would replace or repair anything that went wrong with the machine.First the training I received when I first purchased the machine was very rushed when the trainer was tired of dealing with myself and the other individual when we were having problems (when I reviewed this training I found that it had been edited to erase the trainers comments that were inappropriate or rude). I have had nothing but problems with the machine not functioning correctly since I have had it. I have continually watched videos that they told me would correct problems, I have continually contacted tech support (repeatedly I was told multiple things to try through me doing extensive maintenance on the machine, including setting the timing which was not to be done by someone that was not mechanically inclined (I was just sent a video by one tech that said to just try that because he knew instantly what the problem was without me even giving much of a description of the problem I was having). I was told more than once to just try something and see if that worked that they had to move on to another person. I have talked to the sales person, my account manager and someone named ******* and continually was told they would talk to someone else and redirected continually. I was told individuals would call me back and I had to contact them again to get any feedback. I have asked continually for them to send someone to work on the machinen and 2 different individuals were unable to do this because of family health problems. I just want a refund at this point.

  

  Business Response

  Date: 06/15/2023

  We have read your BBB Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on the Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of the equipment.
  As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment and we will feel that we have made every attempt to date to assist the customer and will continue to support the customer. We are Attempting to work towards  a resolution that works both for the customer and the company.
  We understand  the customers frustration, and have continued to work through the issue with the customer and are work to a resolution on the issues presented to us that is amiable for both the customer and us.

  Customer Answer

  Date: 06/15/2023

   
  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:06/04/2023

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Ricoma regarding my recent experience with their products and customer service. I want to bring attention to the numerous issues I have encountered and the lack of response from Ricoma.I contacted Ricoma multiple times to express my deep disappointment with the machine I received. Despite acknowledging personal issues faced by the representative, they assured me that once aware of the situation, they would handle it promptly. After a two-week wait, a technician was sent to inspect the machine. However, since then, I have not received any official communication or resolution from Ricoma.On December 12, 2022, I paid Ricoma $19,500 for a working testing demo model. However, I believe Ricoma committed fraud by knowingly selling me a broken machine instead of the functioning product they promised.I have attempted to resolve the problem by reaching out to Ricoma, but they consistently refuse to reply. It is evident that they are aware of my request for a refund, which likely explains their lack of response.Additionally, it seems that Ricoma has removed all history of my Ricoma dashboard information. Fortunately, I have retained copies of emails and text messages documenting the entire process.I strongly believe that Ricoma has engaged in deceptive practices, selling a broken machine and failing to address my concerns. This constitutes fraud and a breach of their commitment to provide a working testing demo model.I am seeking your prompt assistance in resolving this matter and ensuring that Ricoma addresses my concerns. I request a thorough investigation into these deceptive practices and appropriate action to hold Ricoma accountable for their actions.Thank you for your attention to this complaint. I trust that the BBB will take swift and effective action to rectify this situation and provide a fair resolution.

  

  Business Response

  Date: 06/09/2023

  Response to Complaint ******** - We have spoken with this customer and have come to a conclusion that he needs to utilize our Service department.  After explaining that we have a service department for this reason, the customer agreed that we need to utilize the appropriate departments to find a resolution to the issue at hand. We have ordered a cleaning jig for the customers machine and that will be sent with the technician to ensure the print heads are clean and he gains the printout he desires. Just like the automotive industry, we sell machinery and sometimes service issues arise. We came to an agreement and the customer will let our Service technicians come to his place of business and troubleshoot these issues. The issues with the machine, seem like minor problems with an ink line or sump tank leaking.  We believe after our visit to the customers location; everything will be resolved, and the customer will be content. We do not have a service trail on this machine and the last date of service was Feb 16th, so since this is a final sale item, we will do our absolute best to ensure the machine is fixed and the customer is happy with the outcome. 

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20140969
  
  I am rejecting this response because:

  This response is not accurate at all.  
  
  We spoke that is correct.  ***** wanted to send somebody to do another service on the equipment. I told him I dont want this problem or headache and they should get their equipment back and fix it the right way and then sell it to somebody else with it being serviceable from the start.
  After explaining that we have a service department for this reason, the customer agreed that we need to utilize the appropriate departments to find a resolution to the issue at hand. After telling me about the service department I explained how there was zero people in the service department that could tell me why the machine was in the condition it was in when it came. I also said now and before how they have no checks and balances with when things are done so they have no way to know who did what and why.
  When something is worked on there should be documentation to back up that something was done. Then there should be documentation to back up that there was an operational check on whatever they did so that you know it works like it is supposed to. 
  We have ordered a cleaning jig for the customers machine. Ordered when? It was supposed to be ordered months ago but I was told it was on backorder and not available at the time.  But there was no follow up so nobody knew or thought about checking up on me because the $19,500 was paid back in Dec of 22 so no need to make sure things are good. 
  The machine was supposed to come with the jig but did not because all the items that were sent were sent bit by bit not even as one package so no way to know what they sent and did not send because they have a broken process.
  technician to ensure the print heads are clean and he gains the printout he desires ***** did say he would send somebody out.  To be clear I told him he could send somebody out, but I was not changing my position on wanting a refund.  He told me that needed to try this last time to see if it fixed everything and if not, he would then do the refund.
  
  Just like the automotive industry, we sell machinery and sometimes service issues arise.  Not like the automotive industry.  I was clear this was not something that just came up because the machine had issues before sent.
  We came to an agreement and the customer will let our Service technicians come to his place of business and troubleshoot these issues. As said before, my words where you can go ahead and do your process to send but understand I still stand with my position.
  
  The issues with the machine seem like minor problems with an ink line or sump tank leaking.  There is no telling what the issue is because when the machine came in there were two screws inside that were just sitting there but nobody can say what those are for or what they went to.
  
  We believe after our visit to the customers location everything will be resolved, and the customer will be content.  The very first time I spoke with *****, I gave him a list of reasons why I lost faith in their companys ability to do a good job.   Truth is the machine has never worked right but I dont know the history of it because nobody can show me anything about it.
  
  We do not have a service trail on this machine and the last date of service was Feb 16th. There is a history of the machine,but I have yet to see a list.  ***** said that the machine was in the showroom and used often. That it did have a time away that was not a far travel, yet nothing was wrong with it.  I was very clear and told him then that should be alarming to him because when the machine was going to be sent it was not sent on time because of issues. But also, the fact that when it came it did not work because the power to the color print head was messed up. This was found out in the day I was to train on how to use it. That was from 08:30 to 5:00 day trying to trouble shoot and fix it. With me telling them I was ok to work on it with their guidance all because I just wanted the machine to work.  But the issue with the print head power was due to crossed wires and that was discovered with the help of the manufacturer.Then there was white ink in the bay when it came.  Well, that was because of crossed tube lines for the white. That was also discovered with the help of the manufacturer. So,the history started before it was sold. They have no record of what was done.   The item was sold as a good working demo model,and I was told they inspect it before shipping but that could not have been done because the wires and tubes would have been found before then.  
              *The white ink in the bay was also from the leaking it was doing before it was sent.
              What seems to happen is they could not figure it out, so they sent it anyway. But what
              I think what really happened is that it was sent because I had expressed it if it could not be.
              Here by a certain date to just cancel the order. I was told on the day it was to ship that something happened to a board and there was a small chip, so they were going to replace it.  But there was also before that claim of a board they were working an issue with the print and that it was from the white.No real further talk about that but the last thing on the board was said and I told them I would call back to give my answer on what I wanted to do.  When I called there was no answer, so I left a message. Never hearing anything back I contacted *****, and she told me she thought the machine was sent. I told her how when last I heard there was a part issue. Then later I got an email saying it was sent.   SO, I believe it was talked about that I wanted to cancel the order, and somebody made to call to just send it cause once I had it then they could work problems later.   All that I will be back by the emails and text messages for the whole time.
  
  So, since this is a final sale item, we will do our absolute best to ensure the machine is fixed and the customer is happy with the outcome.  The final sale item is fine, and places do it all the time. But you cant have a final sale on an item that is being sold not as what it was represented.  Demo but its a refurb.  Working but it not working. It will be inspected but was never inspected.
  
  I reject the complaint reply because it was not accurate. I reject anything other than a full refund because dealing with the company in the way that it does business is not good.  Again, not looking for anything long and drawn out I am however wanting to hear the money will be deposited today and then Ricoma can go on to do business the way it feels best works for them and I can go do business with other companies that do fair and good business.   Not because I have a minority or disable vet status but just because I am normal guy trying to have good business relationships with others doing the same.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/15/2023

  In response to Complaint ID: ********
  We have spoken to the customer and addressed his concerns. We have agreed, that due to the minimal service trail, we will be ordering necessary parts for the visit and will be going on that call next week.  We are in a holding pattern, since the ordered parts are coming from ***** and do not want to schedule our Service call till after we receive the parts and the customer is aware. We are doing everything in our power to service the customer and make sure he has a machine that is fully functional.  At this time, there is a leak from a line or the sump tank, which are easy issues to resolve.  We are sending our best Service tech to the customers location and are absorbing the total cost, including travel, parts and labor.  We are being diligent to ensure the best experience due to the circumstances and the customer agreed to the next steps in the process.  We have a ****************** for these situations, since we are dealing with machinery and machinery can sometimes go down.  Once we get to the customers location, clean the print heads with the parts on order, the printout issue should be resolved, and the ink lines will be fixed to remedy the leak. We have agreed upon the next steps with the customer and are confident to reach a desired resolution. 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20140969
  
  I am rejecting this response because:

   

  I have responded to the company directly. The first response to what the complaint was made it sound like the issues was as simple a problems with the machine because its a machine and that is what can happen.  What is very clear is that the machine was sent broken. Not because of shipping or anything else but because it was never working. There is not proof that it was ever working because to prove that it was working would mean having to explain how did it break and when. Then explain how it was sent in the condition that it was in knowing full well it was not working. That is not how you do business. There is no company that can proudly stand by their service sending out equipment that does not work. Even more so when that machine cost $19,500. 

  The other parts to the whole problem has been the handling.  If you review all the email and text I have you will see so many times I ask for the problems from the beginning about the delays and what was going on to be passed on to somebody to oversee.  My emails will show that no response to my emails. It had always been me reaching out. The company was more than happy to send me a invoice which it was paid right away but then after getting help and responses was a struggle.   I plan to give a complete time line and break down to how many unanswered question and how many times I had given this company a chance to change or fix things but it did not happen.  If you look at my prior emails my big concern about a Demo model was how well it could work. Being assured that it would be a like new items in terms of how it performed and the fact that the company "inspects" ALL machines before shipping but some how in my cause not only was that not done to the point they held it to make sure it was working. In my case it was known about all the problems and sent anyway.  I am sure there is laws against such a thing but I sent an email to them and I used the work fraud because it fits the very definition of.   Then the fact there is no accountability for any of these things leads me to believe I am for sure not the only one to have had these issues.  

  A final sale item does not mean sale in any condition and the customer is now stuck with it. This is not a case of buyers remorse  because this whole time all I wanted was what I paid for. But what I paid for was not a broke machine or machine that has some many things wrong but no documentation to cover anything.  And in case all of a sudden something is produced then you can also see I have asked and seated many times about what the history was before it came and yet nothing ever presented.  I have emailed and CC'd  the ** thinking that would make things get handled and have somebody make sure this is settled in a timely manner without any delays but yet my money is being held under false advertising and deceptive practices'.  I am hoping this is the last time that I have to send anything without a 100% resolution. 

   

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair 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 purchased a white toner printer and heat press from Ricoma a few months ago. Since then it has been a terrible experience to say the least. The images would not press properly onto my garments and then when I would reach out for technical support, I would not get a satisfactory response. There was one point I secluded a virtual appointment to meet with someone named ****** in regards to my issues and this person never came to the virtual appointment but had the nerve to send me a 'thank you' email for attending the meeting.I am passionate about putting my designs on shirts and Ricoma completely took advantage of me. Whoever reads this DO NOT PURCHASE ANYTHING FROM RICOMA....

  

  Business Response

  Date: 06/09/2023

  We have read your BBB Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on our Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of the equipment.
  As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment and we will feel that we have made every attempt to date to assist the customer and will continue to support the customer. We are currently working with the customer to provide an Amiable Solution for the customer that works  amicably for both parties. We ultimately do need the customer to respond to us, so we can further assist in a resolution to their problem.
  We understand  the customers frustration, and will continue to work through the issue with the customer and get them to a resolution on the issues presented to us that is amiable for both the customer and us.

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair 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.

  Purchased a Ricoh **** DTG Printer.Cost of the machine is $20,000.Purchased the printer through Ricoma. Printer was purchased 02/21/2022.My issue is that starting in October 2022, the printer began to malfunction. Some of the issues were that the ink would get clogged inside. I contacted Ricoma customer service and tried several of their solutions (i.e. bought printer cartridges totaling $500) yet the printer was not working correctly. The next issue that Ricoma told me was that the printer head needed to be replaced and that it would be done so under warranty. I have several emails going back and forth with ************************* and ********************************* from Ricoma where he asked for specific pictures from my printer which I sent over to him. The exchange lasted between October through January 2023, due to the fact I would not receive any responses, so I had to continually contact them for an update. I did have a call with ******* where he mentioned that the issue was most likely the printer head and it would be covered as long as I sent the necessary pictures which he required for the report. He also emailed me 2/21/2023 apologizing for the delay in response and mentioned the issue was with the printer head and that he had made a mistake in not asking for some logs from the printer when I sent all the information months before. He admitted he would get a new printer head approved and sent out to my address. Shortly after in March 24th 2023 he emailed me saying I had to contact Ricoh for the part.When contacting Ricoh (the manufacturer) they told me that the manufacturer warranty had expired as of 2022. They then advised me to go back to Ricoma since I had boughten the printer through them. I keep getting the run around with no solution.Neither Ricoh nor Ricoma has assisted me in resolving the issue, and I have a business that is losing money as I am not able to utilize the machine.Ticket # ********** (Ricoh)This issue started on 10/07/2022.

  

  Business Response

  Date: 05/31/2023

  We have read your BBB Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on the Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of the equipment.
  As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment and we will feel that we have made every attempt to date to assist the customer and will continue to support the customer. We are Attempting to work towards  a resolution that works both for the customer and the company.
  We understand  the customers frustration, and have continued to work through the issue with the customer and are work to a resolution on the issues presented to us that is amiable for both the customer and us.

  Customer Answer

  Date: 06/08/2023

   
  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,
  
  ***********************