Complaints

This profile includes complaints for Xerox Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Xerox Corporation

  201 Merritt 7 Norwalk, CT 06851-1056

  
• 

  Xerox Corporation

  10 Lake Ctr Exec Ctr 401 Rte 73N Ste 300 Marlton, NJ 08053

• 

  Xerox Business Services, LLC

  2828 N Hakell Ave Dallas, TX 75204

• 

  Xerox Business Services, LLC

  1303 Ridgeview Mailstop: R382-lv301 Lewisville, TX 75057-6018

• 

  XEROX Corporation

  5555 Hilton Ave Baton Rouge, LA 70808-2572

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:06/16/2025

  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.

  Account: **** Account: ****, Contract #: *********** Multiple duplicate billing and ACH processing of payments dating back to June 2023. Attached are emails sent to Xerox trying to resolve the issue. In addition to numerous hours on the phone and on hold. We were billed prior to the service starting date and provided evidence to prove this. We were advised that the issue was resolved but payment continued to be processed twice a month on auto pay incorrectly. We were issued a refund one however the duplicate ACH process has resumed. 2 June payments below: * *** *** ********* ***** ** ********* ***** ******** * ******** * ******** *** ******** * *** *** ********* ***** ** ********* ***** ******** * ******** * ******** *** ********

  

  Business Response

  Date: 06/30/2025

  We have been working closely with *** ****** on this matter and the issue should be now closed with the overpayment debited in error returned. 

  We sincerely apologize for the inconvenience.

  Thank you,

  Xerox

• Initial Complaint

  Date:04/15/2025

  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 the Pastor of ***** *** ***** ******** ******. We have a contract with Xerox for our printer and printing services through local supplier ** *****. In 2021, ** ***** presented us with a new contract, despite the old one having not yet expired. Several issues with the delivery of the new printer and cancellation of the old contract ensued, which created problems with our billing that ** ***** and Xerox have since failed to resolve. We have received duplicate invoices from both ** ***** and Xerox, payments have been misapplied and not accounted for, and whenever we reach out for account resolution, we usually receive no response. Occasionally someone from one or the other company has tried to help us, but eventually we stop hearing from them and our account is never corrected (Do they just give up? Do they leave the company?) ** ***** and Xerox now say that we owe them over $800 and have frozen our account and prevented us from ordering new supplies. However, we have continued to faithfully make payments and request assistance with our account, and it is never resolved. We have been tracking this issue for over four years and have previously reported the situation to the Illinois State Attorney General. Attached is a spreadsheet detailing every charge we have received from either company in the time in question, as well as a 78-page document that includes all written communication between either company and our church.

  

  Business Response

  Date: 05/14/2025

  Helll Ms. Beenken, 

  Sorry for the issues noted below.

  Our support team should be in touch with you regarding this case, please let us know if they have not made contact.

  Thank you,
  
  Xerox

  Customer Answer

  Date: 05/14/2025

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

  Your business team has made only the barest of contact with us, and only to say they are working on the issue. No resolution has been made, and we haven't heard back. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 05/30/2025

  Thanks for reaching out, we last elevated this to our leasing team senior leadership 5/29, its still be actively worked.

• Initial Complaint

  Date:04/11/2025

  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.

  Complaint Against: Xerox
  Product: Xerox C230 Printer
  Serial Number: *********
  Error Code: 900.00
  
  I purchased a Xerox C230 printer which has repeatedly shown error code 900.00. I contacted Xerox support and a technician was dispatched under Log #**********. The tech spent 2.5 hours diagnosing the issue and informed me that if the error reoccurred, the printer would need to be replaced.
  
  The error has returned, yet instead of honoring the replacement, Xerox now wants to send another technician (Service #26345876), repeating the same process. I feel this is delaying a resolution and not honoring their own technician’s recommendation.
  
  I’m requesting a replacement unit as previously advised by the technician.

  

  Business Response

  Date: 05/14/2025

  Hello BBB, we missed responding to this timely, we have escalated to our service team, thanks Xerox.

  

  Business Response

  Date: 05/14/2025

  Date Sent: 5/14/2025 12:21:17 PM
  Hello BBB, we missed responding to this timely, we have escalated to our service team, thanks Xerox.

• Initial Complaint

  Date:04/11/2025

  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'm writing regarding invoices# ********, ******** under the Xerox contract# *************** and to provide supporting documents for the payments made on February 7 and February 14. Please find attached copies of the two payments bank confirmation for your reference. I would like to emphasize that all payments were cashed before the due date.
  
  It appears that due to recent system updates on your end, incorrect information was generated which led to the invoice reflecting a late fee. As a result, I spent over two hours on the phone with your customer service and have already sent two follow-up emails without receiving any response.
  
  Given that the payments were made promptly and the issue stems from a system error, I respectfully request that you revise the invoice to accurately reflect the payment status and waive the erroneous late fee. I appreciate your prompt attention to this matter and kindly ask for confirmation once the corrections have been completed.

  

  Business Response

  Date: 05/14/2025

  Hello BBB, We missed responding to this complaint timely, We have shared the details with our leasing team in order to research and respond. Thx

  Xerox.

  

  Business Response

  Date: 05/14/2025

  Most Recent Message

  Date Sent: 5/14/2025 12:12:09 PM
  

  Hello BBB, We missed responding to this complaint timely, We have shared the details with our leasing team in order to research and respond. Thx

  Xerox.

• Initial Complaint

  Date:04/10/2025

  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.

  My company purchased a Xerox printer through a distributor, and we resold the device to one of our clients. When the printer developed a persistent paper jam error that could not be resolved, I contacted Xerox Support. They initiated a replacement and sent what was supposed to be a functional replacement unit.
  
  However, when our client received the replacement printer, it was missing essential components—such as toner and, later, we discovered, the imaging drum. At no point did Xerox make it clear that the replacement unit would be incomplete or require parts to be transferred from the original device. By the time we got the unit returned and the replacement assessed, our client had lost patience. We were forced to purchase an entirely new printer out of pocket to maintain our relationship with them.
  
  Since then, I’ve made multiple attempts to escalate this issue through the proper Xerox channels to request a refund or a reasonable accommodation. I’ve spoken to at least six departments and been passed around through repeated referrals. Some departments say the serial numbers don’t exist in their system, and others say they can't help because there’s no contract attached to the devices. I’ve called Corporate Support, L2 Support, the Welcome Center, Xerox Business Solutions, Xerox Financial Services, and more. I’ve also emailed "[email protected]" and received an automated response telling me to call a number that just loops me back to where I started.
  
  It’s been weeks of repeated calls, emails, and explanations. I’ve been diligent and patient, but there has been no resolution. Xerox support has been disorganized and unhelpful throughout this process. I’m simply trying to obtain a refund for a device that, due to miscommunication and lack of transparency on Xerox’s end, is unusable and has cost us financially.

  

  Business Response

  Date: 05/14/2025

  Hello *** ******* we have reached out to our returns team to complete research. Thank you Xerox.

• Initial Complaint

  Date:04/07/2025

  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.

  Xerox *** sold me wrong printer and doesn't except the return

  

  Business Response

  Date: 04/29/2025

  Hello *** *****, we checked with the reseller and the return will not be accepted. The team recommend contacting technical support for any issues with the device.  Thank you, Xerox.

  Customer Answer

  Date: 04/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: wrong machine was sold to me. It doesn't matter who sold it because it's a xerox. I want full refund. 
  
  
  
  Sincerely,
  
  
  
  ******* ***** **

  

  Business Response

  Date: 05/14/2025

  Hi BBB, the business has made a determination not to support this return, thx Xerox

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because wrong machine was sold  poor company poor customer service 
  
  
  
  Sincerely,
  
  
  
  ******* ***** **

  

  Business Response

  Date: 05/22/2025

  Hello *** *****, our support team suggested reaching out to Service with your concern.

  Thanks, 

  Xerox

   

   

• Initial Complaint

  Date:03/28/2025

  Type:Delivery 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.

  We have a lease contract with Xerox. I notified our account manager on Monday that we needed toner supplies for our machine. I was advised that toner would be sent overnight. On Tuesday, I reached out (twice) because I did not receive a shipping confirmation and we are at a stand still until the toner is received. On Wednesday, I again reached out to supplies dept and our account manager to obtain some type of a response. Again, No response. We are now 4 days without use of the equipment (it is a multi function machine and I can't use any of the functions). I have been attempting to reach anyone at Xerox to try to get this problem corrected. Their "Customer Service" people can't transfer calls or provide contact numbers, only emails. All emails that have been sent remain unanswered.

  

  Business Response

  Date: 04/07/2025

  Hello Ms *******, can you please let us know if this was resolved and if not a Serial Number or Customer number so that we may research.

  Apologies for the issue you encountered.

  Xerox.

• Initial Complaint

  Date:02/11/2025

  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.

  Last year around May I voiced frustration with our account manager Erin K*****. My frustration was focused around the auto renewal of our contracts with Xerox and how no one had contact me around renewal time. She told me there was nothing she could do but assured me that if I sent a letter terminating services they would no longer auto renew.
  
  Our next contract is due to renew in March, and we have been unable to confirm that we have indeed been cancelled despite numerous attempts to contact the company. No one will return email communications within the company with the exception of a couple "I will look into it responses.
  
  Our company has zero intention of continuing business with Xerox/******/etc, and all I need is simply confirmation that my requests are being honored. ****** ***** ******** needs ALL contracts terminated at term end. No auto renewals will be honored as we have made numerous attempts to cancel the proper way, all of which have fallen on deaf ears.
  
  Thank you

  

  Business Response

  Date: 02/11/2025

  Hello Mr. Schmidt, sorry to hear of your frustration below regarding your request to terminate your agreement and confirm auto renewal status.  Can you please provide a Serial Number / Contract number or Customer Number so we can research further?

  Thank you,
  Xerox.

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Attached is our most recent invoice. Let me know if this gives you the info you need to look our account up. 

  I requested last year ALL services be terminated at term end. I am just looking for confirmation that has been done. I am not seeking any monetary compensation. We just need you to acknowledge that all our contracts with you will end at term end. 

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

  

  Business Response

  Date: 02/12/2025

  Dear Mr. *******
  Upon review of your account and in regard to contract
  termination we have validated that contract *******-02 has been terminated
  effective 2/20/25. 
  The invoice you sent over is valid based on the billing
  dates. The invoice is for the base period of 1/21/25 to 2/20/25.  The
  contract shows that it was terminated effective 2/20/25. 
  We validated that you have 3 other contracts with us and
  thru a leasing Bank. They are listed below.  In regard to renewal of your
  contract there needs to be written notice 90 to 120 days from the term
  requesting cancellation.
  Below are the active contracts we have on file.
  **********************
  ends in 7/9/25
  **************************
  ends in 4/27
  **************************
  ends in 4/27
  Please let us know if this satisfies your response on your
  inquiry.
  Thank you. 

  Xerox

• Initial Complaint

  Date:01/29/2025

  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.

  Xerox Financial is a scam. When you pay off your loan, they continue to withdraw payments until you are sent in circles to get it resolved. It is currently not resolved and they took out $1,200 payment for a product that is already paid off. Paperwork in hand.
  I have spent hours on the phone with customer service, they state that it will take 4-6 weeks for my money to be returned. They also have no answers to why the money was taken out.

  

  Business Response

  Date: 02/11/2025

  Hello *** ****r, sorry to hear of the issue you noted in your message.  We have contacted our leasing team.  It appears there was a disconnect in that the $11K payment made was not properly linked to the intended buyout.  We have asked the team to take a look and will be in contact.  Thank you, Xerox.

  Customer Answer

  Date: 02/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because no one has been in contact accept to ask for another payment for the machine that is no longer mine. I received an email, and a letter stating my machine is passed due.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 02/27/2025

  Hello BBB team this complaint should remain open. We have contacted our leasing team they stated they would have the buyout applied correctly but we have not received confirmation. 

  Thanks

  

  Business Response

  Date: 03/12/2025

  Hello Ms *****,
  I would like to apologize for the delay in resolving your on
  your open BBB complaint.
  Did you receive any additional communication from our leasing
  company regarding the application of your buyout payout?
  Thank you,
  Xerox

• Initial Complaint

  Date:01/27/2025

  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.

  Xerox fails to send their invoices consistently, so we often receive two months at the same time (in a single invoice). When they do that, they will include late fees for the invoice that never went out. Since the invoices include a per copy charge, there is no way to know how much the invoice is without actually receiving it (ie. we can't just pay the flat rate) and we are not allowed to set up ach payments because of not knowing the variable rate. This issue is so consistent, I think it is a business practice where they are driving a profit center of late fees. Most people don't complain, so they just keep raking it in. This case is meant as a warning to others about dealing with Xerox.

  

  Business Response

  Date: 02/03/2025

  Hello Ms ******, sorry for the issues noted in your message, we reached out to our leasing team and they confirmed the following.

  ---

  Invoices are generated every month and emailed to ***********************************. 
  That email was given to us on 3/21/2022 to send all invoices to.
  All invoices are also available in the portal. 
  Invoices attached for December and January.   Dec 30th payment was made, but that was after the invoice was created.   The
  Dec 30th payment included the Dec payment and the January payment.

  Please let us know if you have additional information.

  Thank you,

  Xerox

  Customer Answer

  Date: 02/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this doesn't address the issue which is that you do not email the invoices monthly, then you charge late fees for invoices not paid.  We should not need to log in each month to download an invoice when we have selected to have them emailed to us. 

  Please waive the late fees charged due to your failure to email out invoices.

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