Ross Imaging, LLC an Imagetec Company

Having met with the clientMultiple options were provided in proposal format at different price levels clearly label and priced from lowest cost demo room system to highest cost new in box unitThe client chose and signed for the lowest priced option demo unitWhile meeting with the client he confirmed that the copy of the proposal provided clearly stated demo system and it was a situation that it was the only one of its type available at that valueAs for the service contract the signed order by the client clearly states that the service contract is "separate"This was also shared with the client at our meetingWe were unable to provide service as the contract as to date has yet to have been paidWe shared this information wit the client at the meeting and offered immediate service as soon as the overdue contract invoice was paid

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] This does not answer the root issue, which is lack of truth and transparency in there sales processSalesman states machine is brandnew, it was a demoWhen ross meet with us they claim we were aware of that, I disagreeWe attempted to cancel our equipment order, prior to final payment and delivery, offering them a reasonable "restocking" fee, they refused stating they special ordered the machine for usAgain not entirely accurate At this point in time, we will no longer be doing business with [redacted] This decision is not based on the service contract that we were initially told was included, because we believe that was an error in communicationThe decision is based on lack of truth and consistency and that they have made zero attempts before or after delivery of the machine to ensure customer satisfaction It is our impression that Ross imaging does not sell customer service, but rather equipment that companies can aquire at a substantially reduced cost from another vendor Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I don't understand why they keep stressing the service contractThat is not even the issue at this pointThey stated that I new that the machine was a demoI did not! I did not and would not have paid over $for a used machine that I could purchase all day long from other REPUTABLE vendorsAt this point I have found another service provider to fix the garbage that Ross sold meI will not ever do business with Ross againI will be advising every contact we have to avoid using them for lack of integrity and business relations
Regards,
*** ***

The client was on hold for non...

payment of their maintenance agreement. We have met with the client to resolve the issue.

Having met with the client. Multiple options were provided in proposal format at different price levels clearly label and priced from lowest cost demo room system to highest cost new in box unit. The client chose and signed for the lowest priced option demo unit. While meeting with the client he confirmed that the copy of the proposal provided clearly stated demo system and it was a situation that it was the only one of its type available at that value.
As for the service contract the signed order by the client clearly states that the service contract is "separate". This was also shared with the client at our meeting. We were unable to provide service as the contract as to date has yet to have been paid. We shared this information wit the client at the meeting and offered immediate service as soon as the overdue contract invoice was paid.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
This does not answer the root issue, which is lack of truth and transparency in there sales process. Salesman states machine is brandnew, it was a demo. When ross meet with us they claim we were aware of that, I disagree. We attempted to cancel our equipment order, prior to final payment and delivery, offering them a reasonable "restocking" fee, they refused stating they special ordered the machine for us. Again not entirely accurate. 
At this point in time, we will no longer be doing business with [redacted] This decision is not based on the service contract that we were initially told was included, because we believe that was an error in communication. The decision is based on lack of truth and consistency and that they have made zero attempts before or after delivery of the machine to ensure customer satisfaction. 
It is our impression that Ross imaging does not sell customer service, but rather equipment that companies can aquire at a substantially reduced cost from another vendor.
Regards,
[redacted]