Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a new employee in the fall of 2019. A man arrived Sept 25 to service the photocopier. I was unaware of a contract but there was a log sheet in the machine showing that the business regularly had this service. We subsequently received 2 invoices - 1 for a service contract payment, 1 for replacing the drum in the machine. I could not locate the contract but the invoice (attached) seemed to indicate that a drum was included in the service. My co-worker and I attempted to clarify this with O P Office Products via numerous phone calls, always being told that we would have to talk to the owner who was not available. The owner did not return any of the messages that we left for them. I eventually wrote a letter requesting clarification, to which I received no reply. I gave up trying to resolve the issue although we continued to receive statements in the mail. Last week our parts runner/lot person went to O P Office Products to purchase goods and was told that he had to pay the outstanding invoice before being allowed to make the purchase. He paid it, not realizing that it was a disputed amount. When he returned with the receipt, I called the store demanding a refund, again being told I would have to talk the the owner who was not available. I requested a contact or refund. Having received neither, I am submitting the complaint.

  Business Response

  Date: 13/08/2024

  We installed this copier February 22 2006

  Customer was advised in 2018 that the ********* Copier had aged out and we would do our best to support the copier.

  We have never received a Service Cancellation Notice from Peachgrove Investestment for the copier. It is still listed as time and materials in our files. Our last visit was September 25, 2019. The customer signed for the service. It was work order ****** and it was invoice # *****-2. It is for the supply(Drum)  only and no labor charge. The amount was $166.88. We did not charge for an additional part that was installed at the time.  The accusation that we blackmailed the person that came into the store is not true. We have never refused or withheld products to Peachgrove, nor did we charge interest on that outstanding amount.  The person who came into the store was notified that there was an outstanding amount on their account and they offered to pay it out without any duress from our front end clerk. If there are any further question or information needed please feel free to contact us at ************ or email us at ************************ 

  With Kind Regards

  *********************

  Service Manager

  Digital Office Solutions 

  ************

  Customer Answer

  Date: 13/08/2024

   
  Complaint: 22112770
  
  I am rejecting this response because:  I have confirmed with our employee that he was indeed told that he had to pay the outstanding invoice.  Please note that this could have all been resolved in the fall of 2019 when we called to clarify the charges on this invoice.  The additional information provided in the response about the aging out of the machine and the information provided in 2018 to someone who no longer worked here in September 2019 does clarify for us the question we have been asking for nearly 5 years.  Had it been explained at that time instead of ignoring our questions we would have paid the bill.
  No further response is required. 

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

  Business Response

  Date: 14/08/2024

  Our front end girl was surprised to hear that she gave an ultimatum to the person who came in. She merely noted to the gentleman that there was an outstanding amount on the account as she thought he may have been the owner of the company due to the fact he brought out the company card and offered to take care of the bill. We had taken care of this customer for years and there was never a problem and we don't know why all of a sudden there was difficulty in paying this invoice. We felt it was straightforward as we had let them know earlier that the service had to change due to the age of the copier. We are sorry they feel there was a lack of communication but it was a valid invoice for just one of the parts installed (as there was no charge for the second part ) at the time at their request for service and as we noted, there was no charge for the service labor as that was accounted for by their service agreement.

  Customer Answer

  Date: 14/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best I can hope for. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:27/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Office is located in ********* ********. We purchased a 5 drawer file cabinet that was on clearance an employee from the office went to inspect the product and took pictures and sent them to me prior to us purchasing the cabinet. We were told it was on clearance due to the "putty" color. I made the purchase over the phone on the company credit card. They informed me that it was missing a bracket and that it was on order and will be deliver after March 20. We had asked that it be dropped off at the shipping and receiving department When the delivery was made- there was not care in protecting the filing cabinet - from the clerk in shipping and an employee from my department they dragged the cabinet out of the van. It was scratched and dented.The shipping/receiving clerk - had signed for the product as he thought we were receiving free file cabinet due to the condition of it.I contacted the company and spoke with them. They tried to tell me that it was like this as it was clearance. I spoke with the owner and sent him picture of when it was first looked at and how we received it. His reply back to me was that this was a he said she said situation.I told him I wanted to return it and he said it was on clearance and i could not return it. I told him that on the receipt there is nothing stated clearance nor damages, nor final sale. He will not take it back. He asked what i wanted, i said he had to give me more that 50% for damaged goods and he said no. I then asked what he felt was fair and he said he would give me $200.00 back in store credit I told him i don't want a $200 credit and I also told him that it wasn't a fair solution. I told him if this is all he is giving me then he needs to credit my company credit card. He would not tell me when he will do this and hung up on me.Very poor customer service and not a fair resolution The product looks like someone threw it out and they are recycling it.I felt that this was such poor customer serv

  Business Response

  Date: 24/04/2023

  Our offer to them
  is that since we were not the final delivery to their office with the unit we have
  no proof on our end that there wasn't any damage done at that time and thus 
  we have offered her a $200 refund to their credit card. We emailed her the 
  same day as the conversation with our final offer and we never heard back. 
  That is where it stands now. 
  
  Regards