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:11/12/2024

  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.

  10/22/2024
  
  We received a call from Coast to Coast Computer Products asking if we use toner, the employee who answered stated we do use toner. A few days later we received a shipment of toner. WE DID NOT ORDER ANY TONER!!!!!!!!!!!! A few days after receiving the toner we received an invoice for $389.66. WE DID NOT ORDER ANY TONER!!!!!!!!!!! We don't even have printers for the type of toner sent. We NEVER agreed to purchase anything. I simply want to return the toner and for the invoice to be cancelled.

  Business Response

  Date: 11/12/2024

  Hello, we apologize for the miscommunication and order sent. We will have a return issued and a call tag sent to send those back at our expense. The return information will be sent to Candice Escamilla. She should see this information via email within the next few business days. Once the products are received back we will credit the invoice. Please keep the M&M's as they will be thrown away if returned.

  Thank you

  Customer Answer

  Date: 11/12/2024

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22542116, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  C****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/23/2023

  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.

  I'm the office manager of a dental practice in Huntington WV. We were randomly contacted by Coast to Coast computer products. The person who called asked if we would be willing to try their ink cartridge instead of using our normal supplier. He said we could do a trial run with their product and if we were satisfied, he would like to have our business. For some reason we were shipped 3 ink cartridges for our "product trial". We were not satisfied with the quality of the product, and I attempted to contact the business to return the product. My calls were not returned and then the office received notification that our account was sent to collections.

  Business Response

  Date: 01/23/2023

  Hello, you can still return the product, however you will need to reach out to the collection agency at 800-724-0540. I do see that numerous calls were made in November and December and messages were left for you from your rep and our accounts receivable department as well as emails sent to the toothdoctor email address. So, I apologize for the inconvenience and missing the opportunity to assist you before the account was sent to collections.

  Customer Answer

  Date: 01/23/2023

  
  
  
  
  I am rejecting this response because: We were shipped extra ink cartridges that we never agreed to receive. We only agreed to a trial of the product. To have an office agreed to try your product doesn't mean you send extra with an invoice. I received a couple voicemails messages asking about payment, I also left a couple messages myself to Coast to Coast about returning the product. I advised the salesman that the toothdoctor email was a personal email after he was unable to use the familydentistry email to send product information, and when checked again no emails have been found. The 3 extra ink cartridges should have never been sent in the first place. I have finally received the information so that I can return the 3 unused cartridges in which I'm told will remove the balance due. This has been a very bad experience with your company.
  
  
  
  Regards,
  
  
  
  H****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/24/2023

  Hello, I see that 3 toner plus 1 free were sent out on net-30 terms on August 26th, 2022. I apologize for any miscommunication. Unfortunately, once an account is sent to the collection agency it is out of our hands. So, any return of product must go through the collection agency. I did run a phone report for incoming calls from August to today, but I only showed one incoming call from your office on December 28th and you received our auto attendant and did not leave a message. For outgoing calls I see that Scott called on Sept 1st and twice on the 26th and Crystal from our A/R department reached out on Dec. 13th and 23rd. If there is a different phone number I should check please let me know as we should respond to any message or emails received as the last thing we want to do is ever put any customer or potential customer in collections. 

  Thank you

  Customer Answer

  Date: 01/24/2023

  
  
  
  
  I am rejecting this response because:
  The complaint I filed says specifically that the issue is the extra product sent to my office without our consent, followed by invoices asking for payment for the product that we did not order, and was unable to return. I appreciate the acknowledgement that I called at least once, and I can attest that a message was left through your auto attendant. The calls I received from "Scott" on the 26th of Sept was when I initially agreed to the trial. However, my invoice shows the name of Robert Smith being the salesperson. Second call that day was when he asked for a different email because the office email didn't work. The message I received from Crystal on a day our machine states we are closed (Dec 23rd) was returned between the Holiday's on Dec 28th. The main point being that I did not agree to purchase any product without a trial run, was charged for product I did not order but was sent along with the 1 free toner. The business cannot resolve this complaint, because as they have stated numerous times, "Once an account is sent to the collection agency it is out of our hands."
  
  Regards,
  
  
  
  H****** *****