Business Profile

Network Computers

HP Incorporated

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Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,369 total complaints in the last 3 years.
937 complaints closed in the last 12 months.

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Submit a Complaint

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:04/27/2025
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.
In October 2024, ** upsold me from Instant Ink to the All-In-One plan but failed to cancel my old subscription, resulting in double billing for months. They also failed to properly migrate my account, leaving my new printer tied to the wrong plan, which caused ongoing service issues. Despite multiple case numbers and hours on the phone this April, ** closed my cases without resolution. I am seeking a full refund of $111.86 for duplicate charges and additional compensation for loss of printer service.
Business Response
Date: 04/28/2025
** acknowledges the customer's experience, but up to now, this issue has not reached an Escalation Manager. An HP All-in-Plan (AIP) Escalations Case Manager has been assigned a new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 04/28/2025

Complaint: 23256206

I am rejecting this response because: I don't answer unknown phone calls especially during my workday, ** can please research this situation on both the All In One and Instant Ink sides and come back to me in writing with a detailed response ad an offer to set a specific date and time for a call that would be best.

Sincerely,

******** ********
Business Response
Date: 04/30/2025
** has shared the recent comments from the customer with the Case Manager and urged email contact first with the customer as soon as possible.
Reference active Case **********.
Regards, *******
Initial Complaint
Date:04/27/2025
Type:Service or Repair 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.
I bought an HP Victus 15-fa1093dx laptop (SN: 5CD334HT1Q) from Best Buy in Nov 2023. Its always stayed on my desk and was used mostly for office work and some light gaming. After about *************************************************************** turning the screen off, but not every time. The screen goes black, audio freezes, and the system needs a hard reset. Blue screens (DPC_WATCHDOG_VIOLATION) are rare; most often it just totally locks up.Event Viewer and crash dumps always point to the NVIDIA driver (nvlddmkm.sys), with frequent Event 153 errors. I have already done everything ** support would recommend: DDU clean driver installs, updated and rolled back drivers, BIOS updates, clean Windows install, and even downgraded to Windows 10. The issue never went away.The most frustrating part is HPs support. When I was desperate for help, ** let me purchase a Care Pack warranty (even used a credit card promo for statement credit). Days later, ** canceled my warranty and refunded me, leaving me with no coverage and out the credit card reward. Support is unreachable and only suggests fixes Ive already tried.I was ready to pay for real warranty coverage, but ** denied me even that option after actively promoting it. Now I am left with a 16-month-old laptop that randomly crashes and cannot be relied on for any serious work. I cannot spend more time waiting for ineffective troubleshooting or inaccessible support.I am requesting that ** replace my laptop or provide a permanent fix at no additional cost. I expect ** to support its customers, not create more frustration with misleading sales tactics and non-existent support channels. I am requesting direct contact from an ** case manager or executive who can resolve this. All technical evidence, crash logs, and purchase documentation are available on request.
Business Response
Date: 04/28/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Initial Complaint
Date:04/25/2025
Type:Customer Service 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.
I have called this company multiple times about a printer that I had through the all in one plan! I have called with in the last week over 10 times and they have been extremely rude! I have tried to get to a manager and all I get told is im not listening and that they can't find my account and that it's the wrong email! I have the serial number and everything and they are still telling me I will be charged 270 dollar for the cancellation fee and it all just doesnt make sense! I have been patient with them and have tired to give them the benefit of the doubt! I would just like to send this printer back! I want it out of my home and I would have sent it out but have yet not got a shipping label I have screen shots of the amount of times I have called! I also have screen shots of my account not showing the subscription but I still have the printer! My goal is to have them take the printer back ***** the cancellation fee and for this to be over once and for all! I also uploaded the amount of times I have called today alone! I will be calling back tomorrow but at this point I don't know what else to do! I'm doing my part to try to get this taken care of and it feels like there not taking this seriously!
Business Response
Date: 04/28/2025
An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:04/24/2025
Type:Service or Repair 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 had purchased a HP laser printer very recently from ****** and I've been trying to get it registered but to no avail. I called ** today after trying so hard to find a phone number and the woman said she was connecting me to that department but I was on hold for over 15 minutes and nobody picked up. This is unacceptable that there's no other way to contact ** to register my product and also ask a question. I would like to hear back from someone ASAP about these concerns. Thanks.****** ******
Business Response
Date: 04/25/2025
** apologizes for the inconvenience, but we need more information. Please provide the Serial Number for customer's HP Laserjet ***** Laser Printer, so we will be able to assist with your issue.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer near the bar code.
Regards,*******
Customer Answer
Date: 04/25/2025

Complaint: 23246403

I am rejecting this response because:
I cannot locate the serial number. I only have the model number which is HP Laser Jet M207-M212:series. There is a bar code but I don't know if that will help. Why can't someone reach out to me. Why is ** making it so difficult? I also sent a screenshot of the printer that I purchased through *******

Sincerely,

****** ******
Business Response
Date: 04/29/2025
In order to register a printer, HP will need a Serial Number.
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, *******

Customer Answer
Date: 05/12/2025

Complaint: 23246403

I am rejecting this response because: I have been unable to locate the serial number but I also have questions about the buttons on the printer and I need tech support. They said in their last email that they were going to contact me but never did so that is why I am saying I am not accepting the response because then you will close the case and I will still not have heard back from anyone at ***

Sincerely,

****** ******
Business Response
Date: 05/17/2025
The Case Manager has requested that the customer provide the Serial Number for the printer that she needs help with. Providing a serial number to tech support is important for several key reasons:

1. Product Identification
The serial number uniquely identifies your specific unit.
It tells the support team exactly which model, version, or configuration you have (especially useful when the same product has multiple variants).

2. Warranty & Service Validation
Tech support uses the serial number to check:
Whether the product is still under warranty.
Whether its eligible for repairs, replacements, or free support.
The purchase or manufacturing date.

3. Tracking Product History
It helps support teams see:
If the product has had past repairs or service requests.
If it was part of a recall or known issue batch.

4. Tailored Troubleshooting
Some issues may be specific to certain batches, firmware versions, or hardware revisions.
The serial number allows tech support to provide accurate and targeted solutions.

5. Fraud Prevention
It helps verify that the product is genuine and not stolen, counterfeit, or grey-market.

Bottom Line:
Without the serial number, support may not be able to confirm ownership, warranty status, or give accurate help and might not be able to assist at all for some issues.
Reference active Case **********.
Regards, *******

Customer Answer
Date: 05/26/2025

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
Date:04/23/2025
Type:Service or Repair 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.
My HP desktop computer was working perfectly fine until **'s maintenance software advised there is a new bios update after which I downloaded and installed it, now my computer will not boot up. I exhausted all online potential fixes in their support center without success; the tower light will come on with a very slight noise than tapers off but no reaction to bios entry buttons or bios on USB stick plugged into the back, etc. When I called ** support their **** told me I needed to pay them to fix what their update caused on my computer, which is unacceptable.
Business Response
Date: 04/25/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Initial Complaint
Date:04/23/2025
Type:Billing 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.
I am filing a formal complaint against ** regarding my use of their Instant *********** and printer hardware, which has resulted in significant financial loss, time waste, and emotional distress.Since late March 2025, I have experienced persistent and unresolved issues with my HP printerranging from misaligned prints, blank pages, and severe malfunctionrequiring me to reprint documents up to 10 times just to obtain a single usable copy. Despite this, HPs Instant Ink program has continued to charge me based on attempted pages, not successful output. As of now, I have been charged for approximately 400 pages, when in reality Ive only been able to use about 150 of those prints, due to consistent printer failures.I have contacted HP multiple timesmost recently on 04/23/25and while I was told a case would be escalated, I have yet to receive a single follow-up. Im currently being asked to pay over $43 for prints I never received in full, and I refuse to cover costs for a malfunctioning system.Furthermore, ** imposes a $120 early termination fee to exit the Instant Ink program before a two-year term is fulfilleddespite the product not functioning as advertised. I believe this structure is predatory and unethical, particularly when tied to hardware that fails and support systems that are unresponsive.I am requesting:An adjustment be made to my current amount owed as I shouldn't be charged for services that WERE NOT RENDERED. Please hold ** accountable to deliver the quality and service customers are paying for.Thank you
Business Response
Date: 04/25/2025
An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 04/25/2025

Complaint: 23243453

I am rejecting this response because:
I have been promised that someone would follow up with me for several days now and no one has attempted to contact me yet yet Im receiving a number of email stating that Im over my printed pages despite page is still being printed incorrectly, misaligned and crumbled.
Sincerely,

******* ********
Business Response
Date: 04/28/2025
According to notes on active Case #********** on 04/28/25, the Instant Ink Case Manager believes this to be an HP All In Printer Plan issue, not Instant Ink, and therefore is expediting this Case to the All In Plan team for follow up.
Regards, *******
Initial Complaint
Date:04/23/2025
Type:Service or Repair 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.
On 04/22/25 I was informed by an employee of **, who was located somewhere in **********, that they would not be honoring the promised 3 year warranty for my new monitor. Their reason was that it was purchased from a non-authorized reseller, but they stopped responding when I asked them to send me documents that state explicitly that the 3 year limited manufacturer warranty, which they have advertised in massive text on their product page, does not apply to non-authorized resellers. The last email they sent stated "I was able to confirm on my end that "prycedin" is not a valid reseller of ** products. This means that we would not be able to adjust the warranty start/end dates at all. I can continue providing support for this issue but I would have to charge you a remote support fee of $59.99". Putting this paywall up for general support is extremely shady and I'm genuinely curious if it's even legal seeing as how they're using said paywall to block me from inquiring about a warranty that was promised to me, as far as I know.
Business Response
Date: 04/24/2025
** apologizes for the inconvenience, but we need more information. Please provide the Serial Number number for the Omen Transcend 32 OLED Gaming Monitor and any related HP Case numbers so we can further assist with your issue.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the monitor near the bar code.
Regards,*******
Customer Answer
Date: 04/25/2025

Complaint: 23242060

I am rejecting this response because:

I was asked to provide the serial number for my monitor. The serial number is **********

Sincerely,

***** ********
Business Response
Date: 04/29/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Initial Complaint
Date:04/23/2025
Type:Service or Repair 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.
Purchased hp printer in October 2024. Printer stopped working 4/21/25. Called ** submitted serial number **********. Assigned case number **********. Had to talk to tech ***** Spoke with ******. Stayed on phone with ****** trying to fix printer 45 minutes. He wanted to get into my computer to work on my printer. Said no that s not ok. Im 67 yrs old spent all this time doing what I could that u asked. Ended tech chat. Called customer service. They said tech support handles returns. So Im supposed go back tech support spend much of my day trying to get a printer that wont print to function. ** s tacktic is get u frustrated so u cant return merchandise. What company processes returns through their tech support *****? I am so FRUSTRATED.I will never purchase HP products again.,please let me mail in broken printer and get a new one.
Business Response
Date: 04/24/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Initial Complaint
Date:04/23/2025
Type:Product 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 purchased an HP All-in-One printer on March 19, 2025, through **'s website as part of a promotional offer that included a 30-day free trial for the All-In-One printing plan. The printer was delivered on March 24, and I assumed the 30-day trial would begin once the device was received and enrolled via my ** account.On April 23, I attempted to cancel the plan through my online account but was unable to do so. I contacted ** support via chat, and the agent informed me that the 30-day trial began on the date of purchase (March 19)not when the printer was received or activated. This was not clearly stated during the ordering process, and I find this misleading, as it shortens the customers actual opportunity to evaluate the product.Additionally, ** is now attempting to charge me a $180 return fee, and they could not provide me with a return label when I contacted them on April 23. I was told I must wait until May 18 for the return window to open, despite the application terms stating the printer must be returned within 10 days of cancellation.This experience has been frustrating and unfair. The trial period appears misleading, and the return process lacks timely support. I am requesting:Full cancellation of the plan without penalty.Immediate issuance of a return label. Waiver of the $180 fee.
Business Response
Date: 04/24/2025
An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 04/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will await information from the company.

Sincerely,

**** ****
Initial Complaint
Date:04/20/2025
Type:Product 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.
** never responded to my email.On 04/10/2025, I sent the following message to *** executive team and support contacts after enduring seven months of unresolved hardware failures and delays. I received no reply. Im posting a slightly shortened version here to fit BBBs character limit, but the core message is unchanged.I want future customers to see how ** treats even loyal buyers who spend thousands on premium *********** August 2024, I ordered a high-end Omen desktop. It arrived in September and failed within two weeks. ** **** told me a replacement was in stock, then canceled it due to parts shortages. A manager then helped me order another (more expensive) system $4,585 which arrived in January 2025 and also failed after just a couple of weeks due to RAM failure on boot.HP sent it in for repair, then delayed it for 23 months. They also offered me another replacement, but by then, I had completely lost trust that ** could ever deliver a working product.I had saved up for this purchase. I was excited. Instead, I spent 7 months dealing with broken machines, endless delays, and a company that seemed more interested in excuses than accountability.When I finally requested a refund since it was clear ** could not uphold their end of my purchase, I was offered $4,260 excluding the sales tax I paid. That felt like a slap in the face. They also offered ** gift cards for the full amount as if Id ever want to buy from them again.Let me be clear: I do not agree that a fair solution was reached. I accepted the partial refund because I was exhausted, frustrated, and genuinely worried HP would deny any refund if I didnt comply. Thats not resolution thats a customer giving up after realizing HP doesnt ******* still missing over $300. ** is a wealthy company, and they still shortchanged me and couldn't care less.Would you buy from a company that couldnt deliver your product and then refused to refund you in full when they failed?
Business Response
Date: 04/23/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Customer Answer
Date: 04/23/2025

Complaint: 23228934

I am rejecting this response because:

HP failed to deliver an expensive, premium machine I bought and have stated that they won't give me a full refund due to taxes by an escalations case manager. This is not fair to me, the customer, and it honestly feels illegal. I paid ** the full amount and I should be refunded the full amount. It's clear that ** does not respect or value their customers and I will never purchase another ** product, ** has guaranteed that through their words and actions. Maybe there's a reason why ** has a very low rating on trustpilot and BBB. They strung me along for 7 months and failed to deliver my machine and then they won't refund me in full. How is that fair to me? This is **'s failure and they are short-changing me due to their failure.

Sincerely,

**** ******
Business Response
Date: 04/25/2025
Although HP Case Manager has been in touch with customer through emails 04/24/25 and 04/25/25, there is still no final resolution posted yet on Case #**********. Customer's comments have been added to the Case notes and Case Manager alerted to contact the customer as soon as possible.
Regards, *******
Customer Answer
Date: 04/28/2025

Complaint: 23228934

I am rejecting this response because:
HP is in clear violation of its own published refund policy. According to *** stated terms, when a product is defective or when ** fails to deliver as promised, the customer is entitled to a full refund, including any applicable taxes. (See HPs Return Policy: ****************************************************).

In my case:

HP sold me 2 different premium systems that failed within a couple of weeks.

When the first premium machine failed, I was assured by ** staff that a replacement was in stock. The replacement was cancelled weeks later due to parts not being in stock.

They offered only a partial refund of $4,260 for the second premium machine, despite clear evidence that it was seriously defective repair updates indicated both the *** and the mainboard required replacement. ** withheld $325 in sales tax, in direct contradiction to their published refund policy.

When I pointed out HPs published refund policy and cited it directly to the case manager, ******** ****** **** he refused to comment on the policy, refused to acknowledge it, and continued repeating the same statements with no supporting evidence.

I have repeatedly requested escalation to someone with the authority to properly review this situation. ******** ****** *** refused every time, stonewalled my concerns, and continued to misrepresent the situation.

Furthermore, HPs case manager falsely claimed that I had received a full refund, even though $325 was withheld, in direct violation of *** published terms, and creating a false impression of resolution.

Because ** refuses to correct its clear policy violation, I have opened a formal complaint with the New Mexico Attorney Generals Office, and I am fully prepared to escalate this matter to the ************************ (***) if necessary.

I am respectfully requesting that ** provide a full refund of the entire amount I paid $4,585 as clearly outlined by *** own policies regarding defective products and failed transactions.

Sincerely,

**** ******
Business Response
Date: 05/09/2025
An HP Escalations Case Manager has been assigned to NEW Escalated Case ********** to re-review the claim and address the customer's concerns. The customer should be contacted within 2-3 business days.
Customer Answer
Date: 05/19/2025

Complaint: 23228934

I am rejecting this response because:
SECTION 1 Timeline of Events

August 2024: I ordered a high-end Omen gaming desktop from ***

September 2024: The machine arrived but failed within two weeks. ** Omen support in **********, ** advised a replacement due to confirmed hardware issues. I was assured a replacement was in stock, but after 68 weeks of delays, ** canceled the replacement due to parts being unavailable.

November 2024: A manager helped me place an order for a more expensive system ($4,585).

January 2025: The second machine arrived with defective *** from first boot. I sent video evidence to case manager ******** ****** **** HPs Grapevine, ** repair center confirmed both the *** and the Mainboard were defective and required full replacement. The machine sat in repair for 23 months, with delivery pushed back repeatedly. After 7 months of failed fulfillment, I requested a full refund.

SECTION 2 Policy Violation and Mishandling by ******** ****** ***

HPs published refund policy states (*****************************************************!):

"Return refunds may be subject to a restocking fee of up to 15% of the purchase price, plus any applicable sales tax, unless the product is defective or the return is a result of an ****** error. Details for any deduction will be shown on your confirmation email for the return."

I was owed a full refund under this policy. Instead, ******** ****** *** offered only a partial refund, claiming sales tax had been "remitted to the government" and could not be refunded a direct contradiction of HPs refund terms. He wrongfully withheld $325 from my refund.

I directly quoted and linked the policy to him twice (3 times if you include this BBB rejection). He ignored it both times and repeated a canned response. I asked him to escalate the matter multiple times he refused every single time. I also requested documentation supporting his stance, which he ignored. His behavior reflects a pattern of stonewalling and refusal to engage with HPs own policy.

I initially accepted the partial refund because I feared ** would deny the refund if I didn't comply, and I was unaware that the refund policy guaranteed a full refund for defective products, including sales tax. Once I discovered the policy and raised it with ********, he refused to acknowledge it.

SECTION 3 External Escalation

After exhausting HPs internal process, I filed complaints with the Better Business Bureau and the ******************************** (*****), where Ive been working with Consumer Investigative Liaison ****** ****. ****** formally contacted ** for a response ** ignored him.

I contacted ** via live chat and asked for a compliance or legal contact, so ****** could escalate the issue. ** claimed no such contact exists and said the only option was to re-escalate my case again, to ********. This would be the fourth time, despite his continued refusal to resolve the matter or even acknowledge the policy.

This is a serious red flag. A company of *** size should have a clear point of contact for regulatory inquiries. That ** has ignored a request from a state attorney generals office and offers no compliance contact for legal escalations raises major concerns.

As a result, I have submitted a formal complaint to the ************************. This is now both a state and federal matter.

SECTION 4 Final Remarks

It should not require government intervention to get a company to follow its own publicly posted refund policy. But nine months after my original purchase, Im still trying to resolve this.

After my last BBB response, the case was closed by ********, again, without any resolution, while still under investigation by the *****.
This illustrates HPs continued effort to avoid accountability. My FTC complaint is now filed, and this situation will be reviewed at the federal level as well.

*** own refund policy guarantees a full refund for defective products including sales tax. ******** knows the policy and should have applied it.

Request for Resolution & Questions for **

I am once again requesting that ** issue a full refund, including the $325 in sales tax that was wrongfully withheld in accordance with their published refund policy.

Additionally, I respectfully request that the Better Business Bureau assign this case to someone other than ******** ****** **** He has consistently refused to engage meaningfully or escalate the matter internally. At this point, he cannot be expected to resolve it in good faith.

I also ask HP to answer the following questions:

1. Why am I being denied a full refund when *** own published policy clearly states that defective products are eligible for a full refund including sales tax?

2. Why has ******** ****** *** refused to provide any written documentation or internal policy to support his claim that sales tax cannot be refunded even when I directly asked him?

3. What message does ** believe this sends to customers who spend thousands on a top-tier product, receive multiple defective units, and are forced to escalate to state and federal authorities to have *** own refund policy honored?

These are real questions that need real answers, not more silence.

Sincerely,

**** ******
Business Response
Date: 05/27/2025
Customer spoke with an ** representative on 05/27/25 who offered the resolution of reimbursing the customer $325.00 by check and customer accepted. ** representative also made clear **'s policy towards refunding Federal sales tax:
There are two separate refund policies
****** Sales refund (specifically for HHO Sales) full refund is provided, including sales tax (product must be returned within 30 days from delivery (for most products)
******. Limited Warranty Refunds are limited to the price paid for the ** Hardware product, does not include Sales Tax.
** was able to make an exception in this customer's case.
Regards, *******
Customer Answer
Date: 05/29/2025

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,

**** ******

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