Thank you for the information concerning the complaint filed by, Senior Support Services. We were made aware of the customer’s intent to cancel the contract on October 6, when our sales representative spoke with their office manager. At that time, the account was in their 51st
month of a month non-cancelable maintenance agreement. The customer’s contract originated on July 29, and was set to expire on July 28, 2016. Due to the terms of the maintenance agreement on the customer’s machine, the contract was set to not renew, however, it was still valid per the terms and conditions of their contract. I apologize that the customer did not receive a call back from the appropriate sales representative and we addressing that issue internally. However, we show that the last correspondence with the office manager occurred in January Two phone messages were left for the office manager on January and again on January 19, 2016. The customer’s office manager and our sales manager were able to speak at that time about the agreement on January 19, and our sales manager agreed to talk with our upper management about terminating the contract early. An email was sent to the office manager, at which time it was proposed to the customer that reduce the total amount owed on the contract by half and we would terminate the agreement upon receipt of the payment. When we did not receive an update from the customer, we moved forward with the collections process. We will still honor this reduced cost and remove the account from collections if they choose to do soI left a message to discuss this with Mr*** yesterday afternoon as well
We have spoken directly with the customer in reference to the erroneous charge on the invoice. As of 8:45am on 7/15/the customer has been emailed a copy of the revised invoice and they have advised the payment for the remaining items will be remitted. We again apologize to the
customer for the delay in getting this resolved but we look forward to our continued business relationship in the futureTell us why here
We appreciate the Revdex.com reaching out and the opportunity to respond to the customer’s statement and concerns on the account. I have been in correspondence with the customer and we are going to be speaking on Friday. We hope to come to an amicable resolution for both parties.
We appreciate the work that the customer does within the community, but All Copy did abide to the contractual obligations and respectfully ask that the customer uphold their terms as well. We do understand that the customer no longer has the machine; however the election to remove the machine was not in our control nor would it be our fault. The reduced cost was presented to the customer in good faith based on the amount that was previously agreed upon at the signing of the agreement. We will still honor this reduced cost and remove the account from collections if they choose to do so.
We would like to thank the Denver Revdex.com for allowing us the opportunity to respond to this customer’s feedback concerning their lease agreement. We apologize for the lack of communication that the customer has received in reference to obtaining the return information for their equipment. ...
I have spoken directly with the customer about the phone calls and interactions she had with the lease staff last week and thank her for the feedback, so we can continue to examine our processes to make this as seamless as possible. We have relayed this to the lease team and are meeting to discuss preventative steps to improve the process going forward. Per my conversation with the customer on 11/9, the final invoice has been paid and the return information for the machine has been presented to the customer on 11/13. I have sent a follow up email again this morning, 11/14, to ensure that all questions have been addressed and I am available to speak with the customer on any further items. Again, we appreciate both the time of the Revdex.com and the customer.
Initial Business Response /* (1000, 6, 2015/09/28) */
Our sales manager is in contact with the customer now to get the account closed out. We have all of the proper documentation now in place and we hope to have the matter resolved by the middle of this week.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12494100, and find that this resolution is satisfactory to me.
Sincerely,
Lisa [redacted]
Thank you for the opportunity to respond to this customer’s dispute concerning the lease of their machine. The customer’s reference to a 60 day trail period is incorrect, as this is not something that we offer. With prior approval, we are able to provide our customers with the option of...
bringing the machine to their location for a 5 day on-site demonstration of the machine they are looking to purchase, but we have never been able to do something longer than a work week. The section of the contract concerning returns does state that unused consumables (i.e. toner) may be returned with prior written consent but this does clause not apply to machines. We appreciate that the customer is offering to return the sold equipment however the agreement is signed with a lease term and an amount would need to be paid to close out the agreement. The amount to close the agreement was originally sent to the customer back in August and we are happy to pull an updated figure if needed.
Initial Business Response /* (1000, 9, 2015/10/14) */
We are in contact with the customer at this time to send over the buyout information showing only the property tax charge. The customer is out of the office at this time and we will follow up again upon his return.
Complaint: [redacted]
I am rejecting this response because: Your sales representative lied, and explained the information when I specifically asked him if there was a trial period. I explained due to being a new business, it was something I needed to be aware if in case business didn't work out. He misrepresented the contract which I have been explaining to you since the first 30 days. You are unwilling to work with me, claiming the contract has to be fulfilled. This is unacceptable business practice.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: the business claims that "The customer did provide the proper notification for the end of their lease terms but didn’t remit the payment for the final buyout quote provided to them in June of 2016 by its due date." We performed as agreed...
by making the 60 monthly payments required and causing the Agreement's term to end in August 2016 by providing timely notice of our intent to not renew our lease, as the business acknowledges. Section 6 of our agreement requires that "at the end of the Agreement's term (i.e., August 2016), [we] will return the Equipment to a location [that the business will] specify at your expense." Nothing in our agreement provides for the business to withhold or deny such return instruction, and in so doing allow the business to unjustly enrich itself. Although section 10 of our Agreement grants the business "the right to charge a fee upon termination of this Agreement either by trade-up, buy-out, or default," the Agreement does not require us to accept the business's buy-out offer at all, or to accept such an offer as a condition either to receive the aforementioned return instructions or to prevent further charges beyond the scope of our Agreement.
Sincerely,
[redacted]
Revdex.com:
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,
[redacted]
We appreciate the Revdex.com and the opportunity to respond to this customer’s statement and concerns on the account. I spoke with the customer last week concerning the interactions he had with members of our staff and to get more details concerning the install of the machine. I am very...
appreciative for the feedback that the customer has provided and I have addressed the issue with the appropriate personnel. Concerning the work for the set up on the machine, we are willing to credit back $160.00 of the disputed amount. The credited amount would be applied towards their open invoice with the understanding that the payment for the remaining balance would be owed by the customer.
We apologize for the misinterpretation of the language and we are happy to help facilitate the customer with closing out the lease of the contract. However, as previously stated, there would be a buyout amount due on the contract and we can request that information be sent directly to the customer.
Complaint: 11236237
I am rejecting this response because:All Copy Products knew in October of 2015 that we no longer possessed the copier machine. They nevertheless have insisted on billing us $82 per month since that time for "servicing" a machine that doesn't exist. They are out of pocket nothing, and have experienced zero risk due to the fact the machine doesn't exist. Common sense, logic and decency suggest they should not try to collect anything from us for servicing a nonexistent copier. To some, this might be doubly true as we are a day shelter for homeless seniors: www.seniorsupportservices.orgThey have offered to settle for $396 but I think $0 would be the fairer amount.Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/10/12) */
Thank you to the Revdex.com for the opportunity to quickly address the details as presented regarding the equipment finance and service agreement signed on 5/13/2015.
Regarding the accusations of targeting an employee who did not have...
authorization to sign; the employee referenced signed multiple equipment finance agreements in the past on 3/25/2013 and 12/16/2013, so she had a clear history of authorization to make financial decisions.
Regarding the claim that the initial spend analysis was misleading; there was a 3 page financial proposal presented showing current cost of $681.39 and a proposed cost of $865.00. The increase of $183.61 represented the benefits of new equipment, reduced future overage costs and monthly billed overages addressed by adding volume to arrive at current averages. All of this information was presented along with specs for the new printers.
Between our sales rep's first conversation, the proposal on 4/17/2015 referenced above and the final count, Kwik Tek requested to add 2 more printers. There was also a competitive proposal from one of our common foes that was in play to compare to our proposal. This wasn't a one call close; it was reviewed for over a month and there were a few requested changes and an addendum to add yet another printer shortly after the 5/13/2015 signing representing another signature by the aforementioned signer.
Kwik Tek was presented with a fair proposal that laid out exactly what was being spent and offered a solution for all new equipment at a fair price. The agreement has been financed and is non-cancellable. Our goal is to continue to provide the same level of equipment service that we have for the previous 3 years and continue on with the contracts in place.
Thank you for the information concerning the complaint filed by, Senior Support Services. We were made aware of the customer’s intent to cancel the contract on October 6, when our sales representative spoke with their office manager. At that time, the account was in their 51st
month of a month non-cancelable maintenance agreement. The customer’s contract originated on July 29, and was set to expire on July 28, 2016. Due to the terms of the maintenance agreement on the customer’s machine, the contract was set to not renew, however, it was still valid per the terms and conditions of their contract. I apologize that the customer did not receive a call back from the appropriate sales representative and we addressing that issue internally. However, we show that the last correspondence with the office manager occurred in January Two phone messages were left for the office manager on January and again on January 19, 2016. The customer’s office manager and our sales manager were able to speak at that time about the agreement on January 19, and our sales manager agreed to talk with our upper management about terminating the contract early. An email was sent to the office manager, at which time it was proposed to the customer that reduce the total amount owed on the contract by half and we would terminate the agreement upon receipt of the payment. When we did not receive an update from the customer, we moved forward with the collections process. We will still honor this reduced cost and remove the account from collections if they choose to do soI left a message to discuss this with Mr*** yesterday afternoon as well
We have spoken directly with the customer in reference to the erroneous charge on the invoice. As of 8:45am on 7/15/the customer has been emailed a copy of the revised invoice and they have advised the payment for the remaining items will be remitted. We again apologize to the
customer for the delay in getting this resolved but we look forward to our continued business relationship in the futureTell us why here
We appreciate the Revdex.com reaching out and the opportunity to respond to the customer’s statement and concerns on the account. I have been in correspondence with the customer and we are going to be speaking on Friday. We hope to come to an amicable resolution for both parties.
We appreciate the work that the customer does within the community, but All Copy did abide to the contractual obligations and respectfully ask that the customer uphold their terms as well. We do understand that the customer no longer has the machine; however the election to remove the machine was not in our control nor would it be our fault. The reduced cost was presented to the customer in good faith based on the amount that was previously agreed upon at the signing of the agreement. We will still honor this reduced cost and remove the account from collections if they choose to do so.
We would like to thank the Denver Revdex.com for allowing us the opportunity to respond to this customer’s feedback concerning their lease agreement. We apologize for the lack of communication that the customer has received in reference to obtaining the return information for their equipment. ...
I have spoken directly with the customer about the phone calls and interactions she had with the lease staff last week and thank her for the feedback, so we can continue to examine our processes to make this as seamless as possible. We have relayed this to the lease team and are meeting to discuss preventative steps to improve the process going forward. Per my conversation with the customer on 11/9, the final invoice has been paid and the return information for the machine has been presented to the customer on 11/13. I have sent a follow up email again this morning, 11/14, to ensure that all questions have been addressed and I am available to speak with the customer on any further items. Again, we appreciate both the time of the Revdex.com and the customer.
Initial Business Response /* (1000, 6, 2015/09/28) */
Our sales manager is in contact with the customer now to get the account closed out. We have all of the proper documentation now in place and we hope to have the matter resolved by the middle of this week.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12494100, and find that this resolution is satisfactory to me.
Sincerely,
Lisa [redacted]
Thank you for the opportunity to respond to this customer’s dispute concerning the lease of their machine. The customer’s reference to a 60 day trail period is incorrect, as this is not something that we offer. With prior approval, we are able to provide our customers with the option of...
bringing the machine to their location for a 5 day on-site demonstration of the machine they are looking to purchase, but we have never been able to do something longer than a work week. The section of the contract concerning returns does state that unused consumables (i.e. toner) may be returned with prior written consent but this does clause not apply to machines. We appreciate that the customer is offering to return the sold equipment however the agreement is signed with a lease term and an amount would need to be paid to close out the agreement. The amount to close the agreement was originally sent to the customer back in August and we are happy to pull an updated figure if needed.
Initial Business Response /* (1000, 9, 2015/10/14) */
We are in contact with the customer at this time to send over the buyout information showing only the property tax charge. The customer is out of the office at this time and we will follow up again upon his return.
Complaint: [redacted]
I am rejecting this response because: Your sales representative lied, and explained the information when I specifically asked him if there was a trial period. I explained due to being a new business, it was something I needed to be aware if in case business didn't work out. He misrepresented the contract which I have been explaining to you since the first 30 days. You are unwilling to work with me, claiming the contract has to be fulfilled. This is unacceptable business practice.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: the business claims that "The customer did provide the proper notification for the end of their lease terms but didn’t remit the payment for the final buyout quote provided to them in June of 2016 by its due date." We performed as agreed...
by making the 60 monthly payments required and causing the Agreement's term to end in August 2016 by providing timely notice of our intent to not renew our lease, as the business acknowledges. Section 6 of our agreement requires that "at the end of the Agreement's term (i.e., August 2016), [we] will return the Equipment to a location [that the business will] specify at your expense." Nothing in our agreement provides for the business to withhold or deny such return instruction, and in so doing allow the business to unjustly enrich itself. Although section 10 of our Agreement grants the business "the right to charge a fee upon termination of this Agreement either by trade-up, buy-out, or default," the Agreement does not require us to accept the business's buy-out offer at all, or to accept such an offer as a condition either to receive the aforementioned return instructions or to prevent further charges beyond the scope of our Agreement.
Sincerely,
[redacted]
Revdex.com:
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,
[redacted]
We appreciate the Revdex.com and the opportunity to respond to this customer’s statement and concerns on the account. I spoke with the customer last week concerning the interactions he had with members of our staff and to get more details concerning the install of the machine. I am very...
appreciative for the feedback that the customer has provided and I have addressed the issue with the appropriate personnel. Concerning the work for the set up on the machine, we are willing to credit back $160.00 of the disputed amount. The credited amount would be applied towards their open invoice with the understanding that the payment for the remaining balance would be owed by the customer.
We apologize for the misinterpretation of the language and we are happy to help facilitate the customer with closing out the lease of the contract. However, as previously stated, there would be a buyout amount due on the contract and we can request that information be sent directly to the customer.
Complaint: 11236237
I am rejecting this response because:All Copy Products knew in October of 2015 that we no longer possessed the copier machine. They nevertheless have insisted on billing us $82 per month since that time for "servicing" a machine that doesn't exist. They are out of pocket nothing, and have experienced zero risk due to the fact the machine doesn't exist. Common sense, logic and decency suggest they should not try to collect anything from us for servicing a nonexistent copier. To some, this might be doubly true as we are a day shelter for homeless seniors: www.seniorsupportservices.orgThey have offered to settle for $396 but I think $0 would be the fairer amount.Sincerely,
[redacted]
Initial Business Response /* (1000, 6, 2015/10/12) */
Thank you to the Revdex.com for the opportunity to quickly address the details as presented regarding the equipment finance and service agreement signed on 5/13/2015.
Regarding the accusations of targeting an employee who did not have...
authorization to sign; the employee referenced signed multiple equipment finance agreements in the past on 3/25/2013 and 12/16/2013, so she had a clear history of authorization to make financial decisions.
Regarding the claim that the initial spend analysis was misleading; there was a 3 page financial proposal presented showing current cost of $681.39 and a proposed cost of $865.00. The increase of $183.61 represented the benefits of new equipment, reduced future overage costs and monthly billed overages addressed by adding volume to arrive at current averages. All of this information was presented along with specs for the new printers.
Between our sales rep's first conversation, the proposal on 4/17/2015 referenced above and the final count, Kwik Tek requested to add 2 more printers. There was also a competitive proposal from one of our common foes that was in play to compare to our proposal. This wasn't a one call close; it was reviewed for over a month and there were a few requested changes and an addendum to add yet another printer shortly after the 5/13/2015 signing representing another signature by the aforementioned signer.
Kwik Tek was presented with a fair proposal that laid out exactly what was being spent and offered a solution for all new equipment at a fair price. The agreement has been financed and is non-cancellable. Our goal is to continue to provide the same level of equipment service that we have for the previous 3 years and continue on with the contracts in place.