Eagle Business Machines, Inc.

In response to the Customers ComplaintEagle Business Machines has contractually serviced this *** System using *** factory parts and *** factory trained technicians in a timely manner as agreedThe system has an issue that was persistent and it was deemed that an in shop repair was
neededEagle picked up the customers system and provided them with a loaner at no charge to use until we return their system after its repaired and testedEagle cannot exchange the system since the system is leased and legally owned by the *** *** *** this lease commenced in The customer requested trade up quotes for a newer better system and then refused the offers stating that they want the same price which is impossible for an upgraded better system which they said they would wantEagle has not refused service in any manner and we have responded to every service request made to dateOur obligation is to service the system wh en needed and thats what we are doingwe are now at a point in which we need to repair their system repaired and pick up our loanerAs of this date the customer is refusing to allow this transitionWe will eventually have to let *** *** *** know this and !st Premier Mortgage will be in breach of contract with Marlinwe must return the system as soon as possible and it is repaired and testedWe are awaiting the customers response to allow this to happen.Eagle trys to keep toner in stock at all times, but a few weeks/months ago due to a dock worker slowdown on the west coast docks ( which is in the news if researched ) it has been beyond our control in receiving shipmentsMany businesses have been affected by this work slowdown and happy to say the dock workers are working again and orders have been arriving in a more timely manner

The business has responded.  Please see below:Dear Revdex.com In March of 2015 [redacted] signed a lease agreement and service plan which I have copies of and would like to present if possible. The lease documents that the Attorney himself signed are for a term of 63 months and clearly state that...

the monthly price is $ 450.00 per month plus tax. Attorney Goldstein himself also signed an all inclusive Gold service plan with Eagle to maintain the new Ricoh MPC 3003 copier, the contract clearly states the term is for 60 months and INCLUDES at no cost service and supplies for 200,000 black/white pages and also clearly states that color pages will be billed monthly at 7 cents per page based on exact usage done. I also have documented prof from the manufacturer Ricoh that the system was ordered direct from Ricoh a few days before installation and proof that the meters for both black/white and color were at zero when installed. Attorney Ryan also signed a lease document on delivery stating that the system was new and it was installed properly. So Attorney Ryans claim that the system is not new is false. Attorney Ryans claim that Fred Dhirani our employee was fired is also 100% false. I also have e-mails from Atty Ryan himself and his staff requesting service and supplies that I would also like to offer for review. I also have service documents for the service calls we responded to at his office and also have proof for all the toner/supplies we shipped to his office based on his and his staff's request. I have sent Attorney Ryan many personal messages offering my assistance and a meeting if needed to review all of this, in hopes that we can resolve and Eagle can get paid for what we are honestly due. I still offer that option to meet in hopes that we can resolve and continue a good relationship and retain a valued customer. If Attorney Ryan would agree to meet and resolve and pay our bills Eagle will gladly have our legal collection process with Transworld terminated. Please let Me know if I can send all my documentation as mentioned above to any address, e-mail, or fax in connection with this matter. Eagle Business Machines has done nothing wrongful here and we have thousands of clients that are very satisfied with our products and service. We have been in business since 1970 and do our very best to have great service and customer satisfaction.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

There description of documents (not provided) is in accurate and there billing practices are inflated and deliberately excessive. Assuming the accuracy of their statement regarding $.07 per color copy, our office would need to make more than 20,000 color copies between October 2015 and January 2016 which is virtually impossible as we make about 10 color copies a week between the two employees in my office.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: WE HAD A SERVICE CONTRACT WITH EAGLE BUSINESS MACHINES FOR A MULTI PURPOSE COPY/FAX MACHINE WHICH EXPIRED IN MAY 2013 OUR LEASE WITH CIT EXPIRED IN ,MAY 2013. EAGLE WHO SERVICES OUR MACHINE REPLACED THE ORIGINAL MACHINE 2 YEARS AGO SERIAL # [redacted] , WITH ANOTHER MACHINE MODEL SERIAL # [redacted] AND NEVER UPDATED THE INFORMATION WITH CIT LEASING . NOW WE HAVE NO CONTRACT WITH EITHER COMPANY, HOWEVER THE AGREEMENT STATED THAT WE HAVE TO RETURN THE EQUIPMENT WITH A AUTHORIZED FACILITY WHICH WAS ARRANGED TO BE PICK UP ON 7-**-2013 BY MARS INTERNATIONAL AN AUTHORIZED COMPANY THAT WAS RECOMMENDED AND APPROVED BY CIT. ON 7-**,2013 MARS INTERNATIONAL CAME TO THE OFFICE AS AGREED TO PICK UP THE EQUIPMENT BUT WHEN THE YOUNG MAN CHECKED THE SERIAL NUMBERS THEY DID NOT MATCH THE SERIAL NUMBER ON THE CONTRACT THAT WAS PROVIDED BY CIT. THE COMPANY REFUSED TO TAKE THE MACHINE. WE CALLED EAGLE SEVERAL TIMES AND EXPLAINED TO THEM WHAT HAS TRANSPIRED. WHEN EAGLE SWAPPED MACHINES 2 YEARS AGO THEY NEVER COMMUNICATED THAT TO CIT LEASING. WE ARE BEING CHARGED OVER $2000. A MONTH FOR EQUIPMENT THAT NO LONGER IS UNDER CONTRACT. EAGLE BUSINESS MACHINES HAS FAILED TO COMMUNICATE TO THE LEASING COMPANY. AND CIT IS REFUSING TO ACCEPT THE MACHINE. THIS IS TOTALLY UNACCEPTABLE.Desired Settlement: WE WANT EAGLE BUSINESS MACHINES TO CONTACT CIT AND WORK OUT AN AGREEMENT AS TO SETTLE THIS ONCE AND FOR ALL. WE NO LONGER HAVE A CONTRACT WITH EITHER COMPANY, UNTIL CIT RECEIVES THE MACHINE THEY WILL CONTINUE TO CHARGE US FOR AS LONG AS WE HAVE POSSESSION OF THEIR EQUIPMENT

Business

Response:

Dear Revdex.com,

This matter was resolved. The customers correct copier and serial# was located and returned to CIT Finance warehouse

in New Jersey on Friday August **. Customer/[redacted] was faxed a receipt on the return and the lease payments with CIT will

now cease since the system was returned properly. The issue was caused because the customer was trying to return the wrong

system to CIT leasing. They were trying to return a service loaner system we provided them to use while their system was in our

shop and was deemed not repairable at one time.

Please close this matter as resolved fully to customers satisfaction.

Please reply that this e-mail was received and this matter is closed on our records.

Review: WE HAVE A LEASE WITH THEM FOR OUR PRINTER, SINCE WE GOT THE PRINTER WE HAVE HAD MANY PROBLEMS FROM THE PRINTER JAMMING, BREAKING, TWICE THE TONER HAS EXPLODED AND THERE'S TONER ALL OVER THE PLACE.

THE TONERS ARE ALWAYS BACK ORDERED AND IT STOPS US FROM BEING ABLE TO WORK UNTIL TONER ARRIVES.

WE HAVE CONTACTED THEM MANY TIMES TO SEE IF THERE IS A WAY THEY CAN WORK WITH US TO EXCHANGE THIS PRINTER AS CLEARLY IT DOESN'T WORK, AND THEY ARE NOT WILLING TO DO ANYTHING TO HELP US.Desired Settlement: WE WOULD LIKE THEM TO SWITCH THIS PRINTER FOR ANOTHER ONE THAT ACTUALLY WORKS

Business

Response:

In response to the Customers Complaint... Eagle Business Machines has contractually serviced this [redacted] System using [redacted] factory parts and [redacted] factory trained technicians in a timely manner as agreed. The system has an issue that was persistent and it was deemed that an in shop repair was needed. Eagle picked up the customers system and provided them with a loaner at no charge to use until we return their system after its repaired and tested. Eagle cannot exchange the system since the system is leased and legally owned by the [redacted] this lease commenced in 2013. The customer requested trade up quotes for a newer better system and then refused the offers stating that they want the same price which is impossible for an upgraded better system which they said they would want. Eagle has not refused service in any manner and we have responded to every service request made to date. Our obligation is to service the system wh en needed and thats what we are doing. we are now at a point in which we need to repair their system repaired and pick up our loaner. As of this date the customer is refusing to allow this transition. We will eventually have to let [redacted] know this and !st Premier Mortgage will be in breach of contract with Marlin. we must return the system as soon as possible and it is repaired and tested. We are awaiting the customers response to allow this to happen.Eagle trys to keep toner in stock at all times, but a few weeks/months ago due to a dock worker slowdown on the west coast docks ( which is in the news if researched ) it has been beyond our control in receiving shipments. Many businesses have been affected by this work slowdown and happy to say the dock workers are working again and orders have been arriving in a more timely manner.