Complaints

• Initial Complaint

  01/13/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged wrong bill due to wrong meter readings. Xerox was charging me for unconnected device and then charged me for very high prints count in 3 separate bills total $590.52 (invoices- *********, *******************) for customer# *********. Then they charged me $75 late fees on disputed bills. My actual meter reading was way less. Nelly M ******** and Uzair A F**** are employees of Xerox who promised me to get this removed if I send picture of meter prints. I sent them proof in email on Nov 21, 2024 in 2 separate mails. But after that email they both stopped responding to me. Xerox will keep calling me all the time now. This is accounting practice that Xerox is doing by charging customers more than meter by saying device is unconnected and then making up meter. When customer proves, they disappear. Xerox did same accounting malpractices in 2000 and paid $10MM to SEC. Customers need to come together against Xerox to stop this. I have been sending emails to them but no response and they keep adding late fees. I will need to send this to their CEO at one point if bill is not adjusted to $0 in 4 weeks.

  

  Business response

  01/15/2025

  Hello Mr. *****, apologies for the issues noted below, we have these in process for correction based on the support you provided.  

  Thank you,

  Xerox

• Initial Complaint

  12/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In July 2020, I entered into an agreement with Xerox for a large copy machine. I terminated the lease on June 13, 2024, in writing and placed a stop payment on my business account. On 12/21/2024, I learned that Xerox slightly changed its vendor name to continue to bill my account. They fraudulently withdrew an additional $3,507.00 from my account after I terminated the lease and entered stop payment. I have addressed this issue with ***** *****, who placed an additional stop payment under the new name Xerox was using.

  

  Business response

  01/06/2025

  Hello *** *********, sorry to hear of the issue noted in your message.  Could you please provide an account number or Serial Number so we can complete additional research. 
  Thank you,

  Xerox

  Customer response

  01/09/2025

  
  Complaint: ********
  
  The Serial Number is: *****.  My contract does not have a contract number and it does not include my customer number either.
  
  Sincerely,
  
  ***** *********

  

  Business response

  02/03/2025

  Hello *** *********, sorry for the trouble noted below, we are working with the leasing company to gain additional insight on next steps. 

  Thank you,

  Xerox

• Initial Complaint

  10/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our company had a contract with Xerox for one printer and toner. We canceled the contract and returned the equipment in March 2024. We continue to receive bills despite (last bill is attached)confirmation from Xerox that our contract is canceled. Additionally, we receive monthly toner usage requests. I have spent HOURS trying to get help from Xerox.

  

  Business response

  10/16/2024

  Hello Ms. ******, we asked our teams to review your account, and they confirmed the account is now closed and there are no open balances.  Please let us know if you now see the same or additional reconciliation is required from your view. 

  Thank you,

  Xerox

  Customer response

  10/16/2024

  
  Complaint: ********
  
  I am rejecting this response because why is Xerox sending invoices and requesting toner usage? The most recent bill - September 2024 - was attached to my complaint.  We cancelled our contract in March 2024.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Late fees drafted in error. We were advised they would be refunded and they have not been.

  

  Business response

  12/10/2024

  Dear Client,
  In regard to your invoice for late fees we have found that you short paid invoice# ********* invoice amount of $103.18 you paid $78.18 so the difference was $25.00 that was left on the account.
  Since you short paid the invoice by $25.00 we accommodated the late fee against invoice number ********* so you were not charged and nothing was owed.
  The other late fee invoice of $25.00 against invoice # ********* was not disputed thus was paid on 9/20/23 and close out However we have issued a credit of $25.00 to your account. 
  
  The invoice is dated 12/10/24 see below details.
  
              INV#      DATE     XRX ORD      AMOUNT            
   1         ********* 12/10/24 *******        25.00CR
  We feel this should resolve the raised issues, please let us know if you have additional questions.

  Thank you,

  Xerox

  Customer response

  12/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Our letter addresses 2 charges that should have not been assessed. We were set up on auto pay.

  The response addresses only one charge.

  We requested refund for 2 charges - one SEPT 23/one DEC 23.

  
  
  Sincerely,
  
  ************ ******* *** ***

  

  Business response

  12/12/2024

  Date Sent: 12/12/2024 2:49:43 PM
  

  Hello BBB, 

   

  On this inbound request we differ from the client response as we do not owe the additional $25.00 refund  requested for December 2023. I understand they are on auto pay however they short paid an invoice by $25.00.  Below are details of our findings:
  invoice# ********* in the amount of $103.18 was invoiced however the client short paid the invoice by $25.00. They paid $78.18 so the difference was $25.00 that was left on the account.
  Since they short paid the invoice by $25.00 we xerox accommodated the late fee against invoice number ********* they were not charged, and nothing was owed.
  The account has no balance
  We did however refund the September late charge that was paid, the refund details are below:
  INV#      DATE     XRX ORD      AMOUNT            
   1         ********* 12/10/24 *******        25.00CR

  Customer response

  12/12/2024

  
  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.
  
  Sincerely,
  
  ************ ******* *** ***

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We came to the end of our lease agreement in July of 2024. In February I reached out with written notification that we were ending our partnership and I would need instructions on returning the unit. I have heard nothing. Since that time I have also sent several messages through their online portal support requesting the same thing. And they continue to charge me despite the fact that our contract has ended and I have notified them that I need to return the machine. This company has been an absolute nightmare to work with.

  Customer response

  09/05/2024

  Hello - when I messaged them that I was reporting this to the Better Business Bureau they sent me a return authorization. I am still waiting to hear back on the credit I am due. Thank you. 

  Customer response

  09/05/2024

  Hello again - I just got an email back saying they are crediting me for the outstanding balance. You can close this. Amazing how quickly a company responds when you mention the BBB. Thank you.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm an IT consultant, have been one for 35 years.. I purchased a Xerox Versalink **** ******* *** ********* for a long time client. It began having intermittent paper jams within a week after installation last week of May 2024. Apparently this printer by default as an "on-site repair" warranty. Contacted Xerox, provided their support with the model/serial number, connected rep to printer remotely - they saw all the error codes in the printer's log. They created a case and setup an onsite service call. It took multiple calls back to find out when the tech was coming (days later), and nothing was done. Setup a second case, after a delay the replaced a couple parts, same issue. Called and setup a 3rd case, they ordered a new fuser assembly, it took 3 times for the correct part to arrive. The tech became non-responsive, so I went and replaced the fuser myself. Printer still jams - this is 3 months later back and forth. Was told by two different "supervisors" that they were going to schedule a tech (4th case number for same printer) to come out and recommend replacing the printer. A different tech finally came back, and said he couldn't do anything because he didn't see the jam himself. At this point it's been 10-12 hours of my time wasted, and many instances of time wasted by the client restarting failed print jobs. Supporting documents if needed would be emails between myself and the client. Case numbers are as follows: 1. ******** ** ******** ** ******** ** ******** All case numbers are for the same printer, over a period of 3 months for the same unresolved problem - intermittent paper jams.

  

  Business response

  09/05/2024

  Hi *** *********** I understand our Technical Service team is working with you to resolve the issue.  Sorry for the issue/s you have experienced with the device. 

  Thank you,

  Xerox.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need pretty simple help with my printer and I've called several times, they ask for my serial number, I give it to them and they say they can't help me because they don't have my serial number. this is total bs because the first person I contacted (last week) looked up my serial number, saw that I had a laser printer and transferred me to the department that handled laser printers. A manager was supposed to call me, that hasn't happened, and I also tried to contact their executive Mr. B****, through linked in. crickets. Spent several hours with these people getting nowhere. so disappointing, can you help me? thank you Xerox **** printer SN:*********. ticket/case # JF988820 thanks again

  

  Business response

  08/21/2024

  Hello Ms. Klein, sorry to hear of the issue with your device.  We will research and respond shortly.

  Thank you,

  Xerox.

  Customer response

  08/21/2024

  
  Complaint: ********
  
   I have no idea when they will call back. they were supposed to call back before and did not so don't trust it. what do I do if they don't call?
  
  Sincerely,
  
  ***** *****

  

  Business response

  08/26/2024

  Hello *** *****, I believe our technical service team has been in contact with and has resolved the issue.  Let us know if additional support is required.

  Thank you,

  Xerox.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had a numerous problems with our Xerox ********* *****. We were told by Xerox on 2 different occasions, in 2022 and in 2023, that if we could prove we purchase Xerox genuine toners the warranty would extend free year on year for 5 years from the date of purchase, Oct 2021. After contacting Xerox support 5 weeks ago we still have not received a response in regards to the latest problem. We were told the product is no longer in warranty, despite us being able to prove we have only used genuine Xerox toners since the printer was purchased, and because of this we would need to pay for an engineer to come and assess the problem, and that we would be sent a quote for this service which we still haven't received 5 weeks later. We contacted Xerox at the beginning of June 2024, and chased again 2 weeks later. We were told we would receive a quote that day but never did, so we chased again the week after, and again, was told we would receive a quote that day but never did. We then chased again on the 15th of July and was told this had been put through as an urgent request and on the 26th of July still haven't heard back! We chased again today (on the 26th July) only to find they have been emailing the wrong email, which we have asked them to change on 4 different occasions since we logged the first problem with the printer in 2022. They have confirmed each time the email has been updated when it clearly has not. Because of this, the notifications to apply for an extended warranty (even though we have never applied for the extended warranty, this has automatically been applied by Xerox year on year) were also missed as they were sent to an incorrect email which Xerox assured us had been corrected. I was told today a supervisor would contact me to discuss my complaint which surprise, surprise, has not happened! The customer service has been totally inadequate and incompetent and we would like to be contacted asap for a resolution as soon as possible!

  

  Business response

  08/09/2024

  Hello Ms. *********,

  Apologize for the issue I have been in contact with our service team, I understand the issue is now resolved, please let us know your feedback.

  Thank you,

  Xerox

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A check in the amount of $409 was sent to Xerox Corporation, ** *** ******, ******** ** ***** and was cashed and deposited into their ***** ***** Account #********** *** ***** on 12/30/2023 and to date has not been credited to our account or refunded. They claim they do not have this payment - when in fact they do somewhere in this company. In our error, the payment was sent to the wrong address as well as another. One of these payments was received and credited to our account. We have been trying to resolve this with Xerox for months to no avail We would like this money returned to our business - as they have received their funds through an EFT agreement.

  

  Business response

  04/16/2024

  Hello Ms. *******, sorry to hear of the issue you are having with your payment application. Can you please provide the device SN/s, Invoice number, or customer number for which the payment was intended?

  Thank you,

  Xerox.

  Customer response

  04/16/2024

  The attached is the invoice we received and sent payment in to. Unfortunately, we didn't realize the billing address changed from our prior lease so, the payment was sent to ******** ** instead of ******* **. Your ******* team says that they cannot find this check. It was cashed somewhere in the Xerox Corporation. The invoice should contain all the information you are looking for.

  

  Business response

  05/14/2024

  Dear Ms.*******, apologies for the delay in responding and for the issue noted, we have located your payment and a refund check should be forthcoming. 

  Thank you,

  Xerox

  Customer response

  05/14/2024

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Xerox Financial Services is our copier lease provider. I was asking for Amortization Schedule for bookkeeping purposes, however they could not provide it. So I asked for the interest rate but they refused to provide it also.

  

  Business response

  04/03/2024

  Hi Ms. **********, can you please provide a Serial Number or Customer Number to help us locate your agreement.

  Thank you,

  Xerox.

  Customer response

  04/04/2024

   

  This is in response to Xerox Corporation questtion on serial #. Please see  information below

  ** ********

  model/product# ******** 

  Xerox ********* ***** ** ****** ***

  

  Business response

  04/16/2024

  Hello Ms. **********,

  Apologies for the delay in responding.

  As this is a true lease with a rental payment, there is no interest rate.
  Amortization schedules should be able to be completed by your accounting group. 

  Thank you,

  Xerox

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩