Complaints

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• Initial Complaint

  Date:02/14/2023

  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.

  CPI Technologies provided two copiers that did not work, thus a breach of contract.
  
  The first copier quit working entirely after only a few weeks. The second replacement copier NEVER performed to meet our needs to do our regular work. We reached out numerous times to resolve the multitude of issues with this copier, billing problems, getting toner, & w/ techs.
  
  My staff was VERY frustrated; the inadequacies of the copier prohibited us from doing our work to serve our customers. The ***** nor ** ** ***** would come onsite to meet with my staff or use the equipment that the ***** stated worked just fine.
  
  Even though there is a breach of contract due to not providing workable equipment, CPI claims I signed a irrevocable, non-cancelable lease agreement. Contrarily, I was adamant that the lease would have to have a clause to cancel the contract for extenuating circumstances, as I had just returned back to work after being gravely ill in ICU on life support for several months. I was very clear about the cancellation agreement and this is noted in the emails with the ** ** *****.
  
  I signed a regular lease for the copiers prior to receiving the copiers, w/o the non-cancelable clause, but *** *******, ** ** *****, had me sign another document on the day of delivery of the second copier that he stated was for "receiving the copier." He did not provide a copy of this to me, nor follow up with the lease outline as he said he would for extenuating circumstances. I would never have knowingly signed a "irrevocable, non-cancelable lease agreement." There is belief that CPI added this language AFTER I signed the "delivery document," having the technology to do so.
  
  I tried to amicably reach out to the ****** *** **** *****. In turn, he was derogatory and condescending. Emails are attached. Legal action has been threatened if I do not fulfill the lease agreement.
  
  We simply wanted a copier that worked! CPI refused to fulfill their lease agreement.

  Business Response

  Date: 02/15/2023

  I will respond to your claims individually in order.  First, both copiers we delivered to your office worked as they should.  Your staff told us as much.  You are under the mistaken impression the copiers did not work because you would not attend a training session on them.  Any problem you perceived with the machines was addressed immediately by our technical staff.  Your staff informed us they were satisfied with the machines and apologized for your behavior towards our staff and our company.  Any billing problems you may have had stem from a lack of timely payment, late fees, and credit holds your company was placed on.  When the equipment runs properly, we should be paid promptly.  We did not have you sign a non-cancelable on the first machine we brought you because it was a refurbished unit.  You did not like that unit and requested it be replaced.  Since you did not want another refurbished machine, we told you if you wanted a NEW machine, we could only do a STANDARD, NON-CANCELABLE Lease.  You told us this was fine.  We ordered your machine, installed it, trained your staff, and you signed the lease where it clearly states, right above your signature, that this is a non-cancelable lease.  CPI would never alter a document after a client signed it!  This allegation is ludicrous!  As you say yourself, we are a reputable company that has been in business since 1963.  This claim borders on slander.  As for my tone in an email, I apologize if you feel hurt by my words.  My people are the best there is and we deal with client and technology issues everyday.  There is no issue we had that was not resolved thus I feel you should have paid your bills in a timely manner.  Had that been done, there would have been no issues.  I want to remind you that YOU are the one that had your attorney send me a letter.  I did not go down that path until you took it yourself.  CPI has not breached any contract but instead it has been you who is in breach for non-payment.  You have had two copiers that work and our lease is intact. 

  Business Response

  Date: 02/16/2023

  Ms. ************** 
  
  CPI completely and unequivically disputes your claims.
  
  CPI has provided ****** **** ******* **** ******* ***** with office technology and worked diligently to resolve all issues.
  
  CPI Technologies’ position remains that the lease ****** **** signed is valid and in effect for the remainder of the term of the lease.
  
  CPI has fulfilled their responsibilities of the lease and we ask that ****** **** fulfill their responsibilities by making timely payments.
  
  

  Customer Answer

  Date: 02/17/2023

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

  As noted in previous correspondence, which we have not waivered, CPI DID NOT provide equipment that worked for our purposes, with the first copier quitting entirely after a short time, and after very careful discussing with the ** ** ***** what type of equipment we would need for our business purposes. 

  The ***** and ** ** ***** are merely going from reports of their staff (namely the techs who had to take a GREAT deal of time to research how to use the copiers), who we feel did not adequately address the concerns of the equipment provided.  One tech, on the last day of any onsite delivery of toner, is clearly shown on video to try to intimidate by using a switchblade to open the envelope with a check and the pettiness with the handing over of the toner. The CPI ***** refuses to acknowledge this interaction with his primary tech to our business - merely stating it was a pocketknife - we have it on camera!!!!!  My interaction can also be observed to be professional in all aspects - I have cameras everywhere and am not afraid to show how I interact with others, correspondence I have written, etc.  This was the final straw with CPI, to be treated in such an intimidating and unprofessional manner - for simple toner!  
  

  Even though numerous messages and email correspondence with the ***** and ** ** ***** were relayed over the course of the time of the lease to try to resolve issues, after trying to resolve the problems through the process with the techs, (correspondence is added to this complaint), neither one reached out.  It is also noted when we did leave messages, the persons we left messages for did not speak highly of their own new financial person - stating she was new and did not speak highly of her, and another salesperson stating we could pay service charges for them to come out and fix any unresolved issues we were continuing to have.  Written correspondence in November 2021 clearly shows an invite to come to our business and meet with the staff themselves and use the equipment they say worked - NO RESPONSE for the visit - just brushed aside with a very negative email response from the ***** placing all blame on me to deflect their responsibility (communication also been submitted).  There is also correspondence with the ** ** ***** regarding the financial office and their new billing agent and continued issues with the copier, with my staff being very frustrated and unhappy- NO RESPONSE.  Note - All bills are paid to the point of cancellation of this lease agreement.  Again, it is quite difficult to pay bills in a timely manner when they are inconsistently sent to us, if at all, and to wrong addresses as noted and forwarded to CPI in writing.  

  After the continual unresolved issues, the ***** replying back to me and calling me a liar and describing how bad of a person I am - having never actually met me himself, the service charges to come out and try to fix the ongoing issues, and then finally the tech using a switchblade in the manner that he did, as well as the refusal of the ***** and ** ** ***** to actually come onsite and use their own equipment for what we had to use it for (that the ** ** ***** would work for our purposes (again email attached with the interview of what we needed), and having to have a workable copier to meet the demands of the work we do, another very reputable company has provided such a copier for us - I should have gone with this company in the first place, but CPI made promises that I originally felt comfortable, until continual equipment failures, billing issues, and staff being very unhappy.  My staff is now VERY happy!  

  It appears that the CPI ***** does not stand behind his equipment and has shown tactics of very poor customer service, blaming us (as my ******* also has stated that it was always our fault) for the issues with their billing and financial office, and the impossibility of using the equipment they provided.  We are a small business with one copier - not a large school or business contract that would benefit CPI financially to try and professionally resolve any issues.  They are a company that has taken advantage of a small business ***** and has refused to help in any way or to come listen to us about our concerns to try and resolve them in a professional manner, stating I signed a contract (which I did not knowingly sign an irrevocable and non-cancellable contract).  Even with that, there is a breach of contract by CPI for not even providing a copier that works for our purposes as we had outlined.  They continue to deflect the blame.  

  CPI - It is very disturbing that you provide a product that is inefficient and again you take advantage of a small, local and family-owned business, to your benefit.  You provided a copier that does not work for our purposes, the first one quitting entirely), refuse to even see for yourself as the ***** of the business first-hand our issues by visiting our business. In good faith, we trusted you to provide a copier as we agreed upon - and you failed and still stonewalling to take advantage of limited resources.  I was very upfront with all that we needed from a copier, being adamant about a buyout of the lease if needed (as also in writing).  How can you deny all that you have????

  This is very disturbing for such a business, namely one that is supposedly "local and family-owned" and also advertises that they can provide great service that large corporate businesses can't.  They are just the opposite as anyone can see through their comments and written correspondence.  Other consumers need to be aware of their tactics to avoid ever entering into a contract with them.

  Again - Outcomes:  CPI come and get their copier (or we can deliver to your office) and we go our separate ways with no financial penalty.  Just let us know how you would like to take the copier.

  Basically, CPI has not stood behind their product and instead of "the customer is always right" and trying to resolve any problems.  They have described us as being ALL wrong - namely me as the ***** of the business, attacking my character and professional responsibility to pay bills in a timely manner.  I will note that my business has LONG been an ACCREDITED business with the ***, as was the other business I had for 19 years before selling a year ago due to my grave health issues, and receiving several *** trust awards and the ***** award for my other business.  Review my history with *** - you will not find a *** complaint in all the years I have done business.  But I would not fathom treating my customers with such disgrace and disrespect as I have been treated by CPI.  CPI is NOT a *** accredited business!!!!  
  

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