ComplaintsforXerox Business Solutions Southwest

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Contract invoice IN4750247, Acct #**********, Copier XER/XWC7835 Paid off Copier Lease $1,267.67 after 5 years leasing, wrote letter in Dec 2023 cancelling our service contract, to Xerox still sending us contract invoice. No one from Xerox has ever gotten back to me.Please help!

  

  Business response

  05/27/2024

  Hello, apologies we did not know that US Bank did an equipment payoff without our knowledge. We are working on closing the contract on our end now, thank you for your patience.

  Customer response

  05/28/2024

  Complaint: 21695456
  
  I am rejecting this response because:  I have sent the copy of the attached check with my letter asking them to close the contract several times.

  Also sent with all the invoices I kept getting from them with request to close the account per copy of my letter and copy of the check.
  
  Regards,
  
  *******************-**** Business: ****************************

  

  Business response

  06/24/2024

  I sincerely apologize for the inconvenience and I am confirming to you now that all open invoices on the contract have been removed. There is nothing owed and we appreciate your business. Thank you, ****

  Customer response

  06/25/2024

  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.
  
  Regards,
  
  *******************-**** Business: ****************************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It has been more than 6 months since this issue began and it is not yet resolved. **************** can never be reached. Billing is outsourced which is not necessarily a bad thing but I can never get a hold of someone. I cannot even get a manager to contact me even going as far as to beg whoever I could get a hold of to get a manager to contact me.Xerox billed me based on estimated overages which was way over what I normally pay. Subsequently I was put in contact with another rep who has not gotten back to me in a timely manner. I sent her the correct reading of my machine and they confirmed that the total I sent was correct. I was told about a month ago that the issue was basically resolved and she was going into a meeting that would give details as to what will be done regarding the billing either a refund or just simply updating. She said she would call me as soon as it was over and email the new information. I received nothing! I have not heard from her for this entire time. Additionally, when again reviewing the invoices sent by xerox, one billing period was billed 3 times and another twice in addition to the incorrect overages. I need help in getting this issue rectified. I have no problem paying the bills that I owe, but xerox has made this a nightmare by lack of proper communication even within their own company. If the issue was resolved as I was told, why did I get another group of invoices with the same issues in December, when this was supposed to have been corrected since August? There is a disconnect somewhere and I need assistance to get to the bottom of this. I was hoping not to have to file this complaint, but the sheer disregard for any form of decent communication and customer service has forced my hand.

  

  Business response

  12/07/2023

  Hi *******, I want to apologize for the inconvenience and extreme delay here.  I am sorry to say that your request was received and is important to us, but it was overlooked in our support ticketing system.  Your rep and his manager will be reaching out to you very shortly as we are working on closing this out for you.  Thank you

  Customer response

  12/09/2023

  Complaint: 20969640
  
  I am rejecting this response because: Until it is resolved, I cannot accept it as closed. It has caused undue anxiety and until I get hard answers and final paperwork that everything is settled, I still leave this matter open and unresolved. 
  
  Regards,
  
  *******************************

  

  Business response

  12/11/2023

  I completely understand your concern and agree with keeping this dispute open until full resolution.  Please know our reply was not to consider the matter closed but to provide better clarity and communication going forward than we did in the past.  Thank you for your patience.  Our team, ************************* and ***********************, are working on this matter as of December 8th and have reached out to you as well.  Thank you,

  Customer response

  12/12/2023

  Complaint: 20969640
  
  I await *****'s call.
  
  Regards,
  
  *******************************

  

  Business response

  12/22/2023

  Good morning, our team has confirmed the erroneous **** (This is regarding Invoice IN4525661) was voided in September.  Please let us know if there is another invoice being disputed and we will promptly address it, thank you!

  Customer response

  12/26/2023

  Complaint: 20969640
  
  I am rejecting this response because: Up to now I have not received any calls from ******. There is not only one invoice in dispute but several. There were multiple erroneous bills and because this was not dealt with in a prompt manner (Since July!!!!), my account was placed on hold and was told I could not order supplies. I sent several pictures of different invoices that are in dispute. If someone would actually pick up the phone and call me, this would have been resolved a lot faster. INV4659477 & INV4659483  are also incorrect and need to be investigated. Those invoices were based, not on actual meter readings but estimates that were vastly different from the norm, which is why I called to complain the first time. I was told they were incorrect and would be taken care of within 5 workings days, again, back at end of July into August. I have since given ****** the meter readings twice now and have not gotten any satisfactory response even though it was confirmed that the invoice meter readings xerox sent on the invoice were wrong. Very, very wrong. I received texts twice stating that it was being looked into. I don't only want it looked into; I want it resolved! How difficult is it to look at my meter readings and tell that what you sent me was way, way off? You can go all the way back to July to see the calls I put through. You guys record everything don't you? Go back to the calls logs to see the meter rep confirming the invoices were wrong.  It is now going into a new year and still nothing has been done! I am truly dissatisfied, dare I say disgusted, with xerox. You are a large company and hold yourself up to a standard that is supposed to be unmatched by other suppliers, yet you have failed to meet the standard you set for yourself. I am a small business and I relied on you to provide me with the equipment and supplies I needed to run my business and trusted that you would do this efficiently and without error, but your lack of efficiency, customer service, availability, empathy and common courtesy for the little guy belies the claim of being one of the best. Granted, errors do occur, and we have ***** with this, but to have such large errors and to have them unresolved for so many months is unacceptable! If I am not met with satisfaction soon, I will also take further steps including going to the media.
  
  Regards,
  
  *******************************

  

  Business response

  12/27/2023

  Thank you for providing that information *******, we will look at these invoices ASAP!  INV4659477 & INV4659483

  Customer response

  12/27/2023

  Complaint: 20969640
  

   Simply awaiting any calls from ****** or any xerox rep. I need a call. 
  
  Regards,
  
  *******************************

  

  Business response

  06/25/2024

  I have not heard from this customer since Feb 6, 2024. The contact in this complaint texted me and asked for an update for which I shared with her that I received confirmation that the service contract was cancelled effective 12-24-23

  Customer response

  06/26/2024

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  11/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are 2 years into a 5 year equipment and service contract with XBSS -Providing necessary supplies is lined out in our contract and we are currently out of Drums for both of our printers **** and 280. Initial order was placed on 11/10/23 and have been on back order since. We officially are out of useable drums and cannot use our printers at all. We get billed our contract amount regardless if we print anything or not so we are paying for giant paper weights that we cannot use. We have contacted our rep, the ****************** service and the ** of service for this area to help with this issue but do not have a solution to our issue.-On top of this we have detailed in our contract a penalty that XBSS has to pay our company if they do not meet their uptime guarantee (their promise that a machine is useable for a certain percentage of the quarter). They have not met this uptime guarantee since mid 2022 and we have not received payments for the second and third quarter of 2023 even though we have requested updated numerous times.

  

  Business response

  11/29/2023

  Hello *****, I have shared this escalation with the leadership team and the account management to review the issue and provide resolution as soon as possible.  Thank you and we apologize for the inconvenience.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Copy Readings - Black copies (over contractual allotment), Color copies (over contractual allotment) - readings have to be off as the use of paper has not increased, it actually decreased greatly since going electronic health records beginning 11/01/2022.Quarterly Payment for overages changed dramatically:For August 2022 - $768.99 // For November 2022 - $996.11 // For March 2023 - $1050.18 // For June 2023 $1652.09 We've called, emailed Xerox, called again, and finally continued with emailing them to resolve overages to no resolution. They claim we owe them $1652.09 still, even though the use of paper has greatly decreased.

  

  Business response

  08/18/2023

  Good morning ************************,

  I have received your complaint from the BBB and I sincerely apologize to learn of your experience with our team.  I am reaching out to the ** for your region and will have more detailed communication available to you shortly.  Thank you.

  Customer response

  12/19/2023

  Complaint: 20386283
  
  I am rejecting this response because: 

  ************************, **************************************, OD, began this process on June 27, 2023, and to date we have not been contacted by Xerox Business Solutions, ******, Texas.  There has been no resolution to our complaint, and they continue to send our office a statement with the overcharges included and now a late fee of $82.60.
  
  Regards,
  
  ******************************* Od

  

  Business response

  12/20/2023

  Please email ************************************** or ************************************.  Our team has been attempting communication without a response, so we had the understanding this was resolved a long time ago.  

  Customer response

  12/20/2023

  Complaint: 20386283
  
  I am rejecting this response because:

  There has been NO contact from Xerox Business Solutions Southwest.  They have Not attempted to contact us via email, nor by phone, nor by U.S. Mail.  We have only received continued statements with No Resolution to our complaint.

  My Office ********************** has attempted to speak with their billing department in the past and only receives no resolution from them either.

  
  Regards,
  
  ******************************* OD, ******************************** 

  

  Business response

  03/05/2024

  The last communication with this acct was **** [******] sending the acct an email with our findings on correct meters and meter invoices she was questioning . **** sent a detailed email to the customer showing them what we believe as correct meters and they matched with what she reported as usage on the device. No one from her end has responded to anything from that email so communication stopped. **** even offered to all jump on a quick call to discuss if they needed to and we havent heard anything since.

  Regarding the complaint, we have reviewed the billing, and it appears correct. Use of paper is not a valid argument against the data the machine itself is providing ** on meter counts.

  From our sales VP:

   ***** (Xerox Rep) has reached out an spoken to the customer again today. We have very detailed FM audit report (embedded copier technology) that shows they did run the copies. 

  Customer response

  03/05/2024

  Complaint: 20386283
  
  I am rejecting this response because:  paper usage is an excellent argument as to the count you show in your records.  Without paper being used, toner will not be used and copies are not made to change the count on your meter.  

  Also, after ******************** emailed response on 07/11/2023 at 14:14, my Office Manager, ****, left a voicemail on ******************** phone to call her back to discuss his email.  He had stated in his email,  "If you would like to get on a brief call and review, I would be glad to do so." So I attempted to contact him to discuss resolution.

  We did not heard from him or his office again until 02/26/2024 at 13:21 when ********************************** emailed my Office Manager, ****, asking if she was available "to review the sate of the account and getting the invoicing challenges we have faced resolved?".  He then called her, stating he was attempting to get ahold of ****************, that he had sent **************** a message to join the call.  **************** was not available, however, ****************** reiterated ******************** email on 07/07/2023 stating they had not heard back from us.  ****************** advised that he was going to call us back when **************** was available to discuss our requested resolution as he did not have the authority of waive fees of the amount requested.  To date and time of this email response, we have not heard from ****************** again nor from **************** for resolution.

  Our requested resolution is for Xerox to write off the balance they show on our account: $1,734.69 (which includes a $82.60 late charge) plus any additional charges they may have added since the 12/31/2023 statement.  We have purchased the Xerox Versalink C505 from the lender and owes nothing on the machine.  Due to the longevity of this dispute and Xerox Business Solutions not assisting in resolving our complaint, this is our final request.  We continue to believe the charges are not correct and ask that Xerox make resolution.

  Please let my Office **********************, know if you have any questions.

  
  Regards,
  
  ******************************* OD

• Initial Complaint

  05/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, we have a contract for printing services from over a year ago and the old printing equipment still hasn't been picked up nor do we get any response from Xerox Business Solutions Southwest/** Office Technologies.We need the old printers removed as per our contract or we shall have to pay for offsite storage at our ******* and two **** ** campuses.Lease Number: ***************

  

  Business response

  05/16/2023

  Hello,

  We are trying to reach ****** and are pending a return call.  We will resolve this matter, our apologies.  Thank you

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Billing hasn't been corrected since Feb of 2022, over bill and previous leases wasn't paid when a lease transition was committed to. Xerox will not repair current printers because they say we are behind on the bill even tho we are not. Current bill is due Jan 31, 2023 we received the bill ***** Jan 2023 with a late fee for a bill that isn't even due yet. They will not repair machines because it will cost them too much is one excuse another is we are late and another is we don't have anything in stock. When you call sales to inquire as a new customer at a different ********************** all said parts and machines are ready to be installed today.There has been hundreds of e-mails and phone calls going back and forth about multiple issues that have now gotten close to a year and still unsolved as of today. Currently we have 8 machines down and 1 with contract issues. This is almost half of the equipment from Xerox down for 11 months.We are not behind on our bill but they are treating us for almost a year as if we are. I have spoke to dozens of Reps and Vice Presidents of Sales and Support and get the same answer we are working on it give us time. They have equipment on hand to sell to me if I was a new customer but nothing for the current.

  

  Business response

  01/30/2023

  Hello, I will review and assist with this request as soon as possible and as best we can.  Please note, it is very important to us to service and repair the equipment so there are no disruptions, however, the past due invoices with Xerox ********* Services are out of our control.  We at Xerox Business Solutions Southwest are a supplier of the equipment and services, we kindly suggest reaching out to Xerox ********* Services via contact information on the invoice, to clear up any past due invoices that *** be preventing services from being completed.  At the same time, I am escalating this within our leadership team to contact you and resolve the issues you are experiences.  Thank you

• Initial Complaint

  01/12/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  April 11 2022 we met with *********** with Xerox to review our account. We decided to increase our monthly allotment of printing and signed a new contract.In July we followed up with **** because we were charged an overage and never received a bill for the new contract.On October 4 we worked with manager *********************** to sign another contract because we were told the April contract was never submitted for processing. We were told they would backdate the October billing to April.Today January 12, 2023 the issue has still not been resolved and we have received bills that are incorrect. xerox is also holding supplies hostage until we pay a bill that is incorrect.

  

  Business response

  01/30/2023

  Hello,  I sincerely apologize about the confusion.  I want you to know that I've lifted the hold from the system that was preventing services.  Please reach out again if necessary, we wish to resolve that issue as quickly as possible for you.  Regarding the billing, I will follow up with your account rep to review what has taken place or should have taken place, and get this corrected as well.  Thank you.

  Customer response

  01/31/2023

  Complaint: 18728401
  
  I am rejecting this response because:

  We have not received an invoice for the new contract of $165 per month. We are also wanting to increase the number of monthly page allowance to approximately ****** per month. Also please let us know the status of invoices prior to November 1st. We just received a bill for November 1st to January 31st which appears to finally be correct. What about all prior invoices? Are y'all waiving those?

  
  Regards,
  
  *************************

  

  Business response

  02/15/2023

  Hello, I have confirmed that credit memos were issued for IN4112685 and IN3886702 for the overbilled portion.  The balances due are now only $1,014.42 and $53.30, respectively.  If you require any further details or copies of the credits, please let me know and I would be happy to provide.  The sales rep has reached out or is reaching out about further increasing the base allowance to reduce overage billing on the contract.  Thank you for your continued patience.

  Customer response

  02/20/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been customers of a local company that was purchased by Xerox Southwest. We had a contract for 5 years (lease) on a printer/copier/fax unit. The 5 year period was up in September 2022. We started in May to let the company know that we are done with their service. They were telling us it was a $2000 penalty to cancel the contract. We kept telling them that the contract end date was in September and we just wanted the lease not to renew. The machine needed to be picked up in September and we would part ways. The copier is poor quality and we have had it fixed several times, but it still does not print well. As of this date we are trying to order a copier, but we still have this copier in our office. After my office manager spending several hours on the phone trying to resolve the issue, we still have the printer. The rep and manager will not return our call. Of course we keep getting charged for this printer that we do not want. The service contract is with ***** Fargo, which is another issue. I send payment at least 10 days in advance and have been charged several times with late fees. This is not surprising from a bank that has had several issues with fraudulent accounts being opened, lawsuits for illegal foreclosures, and a slew of other illegal activity. At this point, I want them to take the printer and get out of my life.

  

  Business response

  10/12/2022

  Hello, sorry for the inconvenience you have experienced.  We do not show that the proper LOI was submitted for terminating the contract at maturity, so it is simply in a short term renewal period.  We will have the account manager contact you as soon as possible to resolve this and help you get the ***** Fargo lease closed.  Thank you

  Customer response

  10/28/2022

  Complaint: 18174176
  
  I am rejecting this response because:

  We have been trying to get things settled since May 2022.  They kept telling us that we would have to pay over $2000 to cancel.  We kept explaining that we just wanted to make sure that it did not renew.  In June, July, August, September we have attempted multiple times to contact the company to make arrangements.  You have nothing on record because nobody will call us back.  After the complaint, ************************* reached out and told us sorry and he will take care of things.  Nothing has been done and no response from email and his voice mailbox is full.  So here were are again with nobody to contact our office.  So maybe you can get someone to contact us to get things settled.  Also, maybe you should look into ***** Fargo and get rid of them as your leasing company.  They have charged me multiple times for late fees, even though I send payment ***** days in advance.  They somehow get my payment one day late everytime.  On second thought, you probably are perfect for each other.  Both poorly run companies that are shady.

  Regards,
  
  *************************

  

  Business response

  11/01/2022

  Good afternoon, I apologize that ************************* has not reached out again with further information after speaking with you on October 12th. I have followed up to ensure you are contacted again.  Sincere apologies.

  Customer response

  11/08/2022

  Complaint: 18174176
  
  I am rejecting this response because: still no contact from Xerox
  
  Regards,
  
  *************************

• Initial Complaint

  09/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a copier about August 2021. Received one around Feb 2022. it was incorrect. We refused the delivery and sent it back. They said that they would send out the correct one. Early Aug 2022 another one showed up, same as before. I was not here to reject it. I immediately emailed them to pick it up. No response from any rep. *** I see that they charged my CC for the full amount ******* and they have been charging me service that ended Dec 2021. I would like a refund

  

  Business response

  09/20/2022

  Hello, apologies again for the delay as we reviewed the missed communication.  The machine has now been picked up and removed from the customer's site as of September 13th and the refund to the customer for $3,301.44 credit card payment is in process as well.  Please allow a few days.  Thank you

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our office decided to go with Xerox back in September of 2021. We received a multi function machine in October, the technician noticed that the machine was sent to us incomplete. The technician notified me that the machine was missing a part that connects to our computers wireless. My supervisor, assistant manager and myself have reached out to ****** over at Xerox numerous times via the telephone and email. ****** does not return our calls or emails. Once she did return one call and stated that she placed an order for the missing parts to be sent to us STAT. We are almost 2 months in and no order has been shipped to us. I am unsure who we need to contact to receive the proper service. I work for a large management company that has decided to utilize Xerox for many properties we manage and we are all experiencing the same trouble. We are a place of business and cannot work without a proper printer.

  

  Business response

  03/17/2022

  Hello, we are experiencing the severe materials constraints, but the lack of response is unacceptable and we apologize for this experience.  We will be contacting the customer ASAP to review the ********************** needs and rectify this.

   

  Thank you,

  ****

  Customer response

  03/18/2022

  Complaint: 16186705
  
  I am rejecting this response because: i just received a call from a collection agency regarding my past due balance on this account for something we were never able to make use of. Until this issue is completely resolved i will not accept any responses from Xerox.  
  
  Regards,
  
  *****************************

  

  Business response

  04/18/2022

  Hello again, I apologize but there is some confusion.  The account has not been transferred or referred to any collections agency.  Can you please provide the information from the call so we can investigate?  Thank you in advance

  Customer response

  04/19/2022

  Complaint: 16186705
  
  I am rejecting this response because: I have received 2 emails and a phone stating we are in collections for services we were never provided.
  
  Regards,
  
  *****************************

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