ABM Business Systems

Review: I have been in contract with ABM Business Systems for over ten years regarding service on copier machines for my office. My main point of contact is [redacted]. Since that date his company has acted as agent for my leasing of any copier in my office. I have been a loyal customer despite numerous service issues which he has over the years acknowledged and made apology for.In 2012, I was offered a new lease for a copier and agreed to a lease for a copier which did not meet my office specifications. Said copier was replaced with old version and billing remained the same with no adjustment. Fully signed contracts relative to that machine or one now in my possession as between ABM, lessee and my office was not provided nor has been provided in full. On November 18, 2013, I ccontacted ABM for for service as was immediately required. To date that service has not occured and despite repeated request to receive, ABM has now unilaterally terminated our contract which is in place for that service. The reason stated to me is not outlined in any contract as basis for any termination. I am now stuck with a copier machine I do not own, have no personal ability to service. I hav not been provided written accounting for remaining service contract with ABM. Furthermore, it is not functioning and I am incurring buisness losses on acount of. I am dependant on my copier machine in my line of business and particular field of practice. Without it I am dead in the water and the owner knows this. I have received unprofessional emails from the owner and he has not honored the contract as I am required to be paid for moving forward. As agent for the lessee, I never contracted with the lessee directly for any copier machine. Owner has not called me and has asked me to "do him a favor" and only email him with communications towards my issues. The owner of ABM has given me no options for service and is attempted to make a money claim to a component of the copier covered under our contract.Desired Settlement: I would like my contract for service honored by ABM for lease of copier which is in place through 4/18/16.

Business

Response:

Ms. [redacted] called our office on Monday 11/18/2013 stating that her machine had just run out of toner in the middle of a copy job. Our

office administrater who fielded the call informed Ms. [redacted] that there was no one available to deliver the toner. He stated he would

put one aside and she was welcome to pick one up, open until 4:30. Approximately 1/2 hour later she called back wondering where the

toner was. He again told her no one was in the office but the toner was all set for her to pick up. She replied with some very nasty

remarks. The next morning she came in early and picked up the toner from my partner, agaain was very nasty and was swearing. She

was acting very unprofessional. She has continued harrassing us daily with multiple nasty emails with threats. Her copier service

plan includes parts and supplies but clearly states (on the actual contract) that ABM is not responsible for installing toner. Per our terms

this was clearly not a service call but a supply need. We are certainly willing to deliver toner and install to get the customer up and

running but again there was no one available to deliver and install it. We did set up a service call for Thursday because she stated

the machine was continually jamming. However, she continued to send nasty threatening emails so I had no choice but to cancel the

service call. I am not willing to subject my service personel to this kind of unprofessional behavior. In fact, I was also concerned for

thier safety. She seems to be very emotionally and mentally unstable. We have suggested to Ms. [redacted] that we are willing to

pay her for the balance of service which has not been used so she can contract with another service vendor. I am discussing this situation

with my attorney and will proceed based on his recommendations.

Our company is a 60 plus year old business with an impeccable reputation and have never dealt with this kind of situation. We are

hoping to resolve this quickly and amicably so that we can both move on.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The facts as stated by [redacted] are incorrect and are hearsay. I was never told on November 18, 2013 that I had to pick up a toner. In fact I was told that they would get to me as to when one could be dropped off later in day. I called again to check on status and got run around by a different rep. It was then 5pm and I had clients in my office for a closing. They left at 6:30. No one called me back to offer me pick up.

In ten years I have never had to pick up a toner. I asked twice on November 18 and again the am of November 19 for [redacted] to call me. He never did. I have no admin to assist to me and do multiple real estate closings requiring numerous copies during each working week. [redacted] as owner of ABM knows I am dead in water without toner.

I am a 45 year old woman with no mental condition. I have been practicing law as a sole practioner for 10 plus years. Prior to that with various firms since 1997. I am 5'4 and weigh 115 lbs. For the business owner to state that two grown men were scared for their saftey is absurd and libelous. In fact the person who confronted me at the business was about 6'0 and weighed about 250 lbs. The other was a tech I recognized from many past service visits. I am told his name is [redacted] but [redacted] refuses to provide me his full name. I was the one concerned for my saftey. Not only was it a hazard to walk around in the office but I had to when asked why I was getting run around I got no answer or apology. Yes I was angry.

I am very clear as to what happened. [redacted] was never part of any conversation regarding this matter and limited me to only emailing him. As to claims of his business partners, those are hearsay.

I am happy to provide any and all emails to back up my claims. Tha fact that [redacted] states I am harrassing him is absurd. As of yesterday when he unilaterally cancelled my service visit he arranged, I had to scramble to contact the leasing company to determine what I was allowed to do with the leased copier and service, being in possession of a copier needing service and without back up toner. I have asked repeatedly for copies of my fully signed contracts so I can contract and arrange immediate servvice with a third party and no emails are being acknowlegded or read by [redacted] as I am tagging with a read receipt.

To force me to accept a refund of money for which [redacted] refuses to provide written accounting for is unprofessional. An email telling me that "I have burned my last bridge" and telling me what I am entitled to without proper accounting is absurd. Stating that refunding will make me whole does not work as I am without any option afforded me for service as [redacted] at all times handled every aspect directly with the leasing company thorugh the 10 year span I have worked with him.

At this juncture ABM has not provided me written verifcation of any contract signed by all in place and I have incurred business damages on account of their breach of contract and unprofessional behavior.

I have paid for a service contract with ABM through April 2016 and for ABM to unilaterally walk away from service on a contract they arranged for and which I do not own copier is a breach of contract and in violation of CT Unfair Trade Practices. I am a third party beneficiary of those services and the leasing company has alread paid him out on his servives. I pay the leasing company so I have no leverage against ABM.

ABM contract with me gives them no ability to do that and they have provided no evidence of being able to do same except for the libelous and hearsay version which [redacted] my rep and owner gives as defense to my complaints which are legitimate and well within my rights to complain for, When I advised him that contacting you was my only recourse, he denied me service for broken copier as retribution against me. This is called retaliatory business practice and is not permitted under CUPTA.

I am entitled to all fully executed copies of my contracts and invoices paid since I have been a customer which [redacted] is refusing to provide.

This is first time in 10 years of being in business that I have ever lodged any form of business or professional complaint and in in fact having to do so is creating further damage for loss of time and busienss to my firm.

Had [redacted] offered an apology for poor servce and lack of communication for his employees and provided me back up toner and servcie as is due and I have paid for and will have to continue to pay to leasing company to retain my good credit, none of this would have occured.

I am entitled to my servcies as outlined in our contract.

Sincerely,

Business

Response:

I have called [redacted] and have yet to hear back. I mentioned to her in email we are happy to continue to

service the machine. If she prefers, we have offered a monetary refund for unused service.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] asked that I only communciate with him via email. Email was sent to me on 11/22/13 acknowledging his response and offer to honor service contract wherein I stated " Thank You". I assumed his office would be contacting me to arrange for service as previously requesting.

I need to be permitted to contact ABM to continue course. and need to understand who I am allowed to speak to.

I am interested in continuing service with ABM for copier on site as per the contract terms previously agreed to.

Business

Response:

We are absolutely interested in continuing to service Ms. [redacted]. We

will be happy to communicate any way which is most convenient; phone,

email, fax. We are hoping this "cooling off" period may have benefited both

parties and we can now continue our relationship in a positive and professional

manner. We can have a tech scheduled for a service call as soon as Tuesday

Dec. 3rd.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Assuming my service contract will be honored and as I previously requested to resolve dispute, I am looking for service to be continued as I am locked in for with ABM and de lage thru lease term.