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:11/14/2022

  Type:Sales and Advertising 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 asked them to remove me/ the company I work from their list and to stop calling me- it has been going on for years. They have never removed me and continue to call every few months, every time I ask to be removed and then I am promptly hung up on. Except in todays case where I told them to remove me or I would report them for harassment and hung up. She called back two more times. I have never spent a dime with this company and would like the calls to stop.

  Business Response

  Date: 11/15/2022

  We have put this business on our do not call list and are sorry for any inconvenience this has caused.  I would like to explain why we called back.  Our representative was filling out the form to eliminate her number from *********** system and wanted to make sure she had all the numbers that this company uses.  If there are other numbers for this company, please let us know so they can also be placed on our do not call list.

• Initial Complaint

  Date:10/07/2022

  Type:Sales and Advertising 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.

  They started calling me in August of 2020 (in the middle of the pandemic), offering toner cartridges at a low rate (compared to other prices, $100 less). I ordered a batch for $415.**. Then they started calling stating that I had committed to several more orders of the same ... at first I was really gullible and thought I had misplaced my order form and continued to pay. Then it got completely out of hand. My office ended up paying $2,083.50 for substandard toners. I tell them all the time to not call me any more - the one girl in particular is a fast talker and will talk over you and finally today, I hung up on her. They are awful.

  Business Response

  Date: 10/10/2022

  We were quite surprised to learn ****************** felt we over loaded her with cartridges.  We have looked at our records of sales to this client and came to the following conclusion.
  
  1.  We sold these cartridges over an 18 month period. 

  2.  The printer involved was an HP color printer which takes 4 cartridges-black, cyan, magenta and yellow.

  3.  We sold her 6 sets of the cartridges over the 18 month period which means she would have to be using less than one cartridge every three months which is a very low amount for a law firm.
  4.  For this reason, it wouldnt seem unreasonable to believe that we had not overloaded her.
  5.  She was in our rebate program where we reward our customers with monetary rebates as a way of thanking them for their order.
  6.  In this program, our representatives will call to see if they need any more cartridges and, if not, they will not be sent.  All orders are verified by our shipping department before they are sent to make sure we have the correct order and it is the quantity the customer wanted.
  
  We have taken this customer off of our rebate program and have made it a call in only.

  
  

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18182309
  
  I am rejecting this response because: the 18-month period of time was during the PANDEMIC and we were working remotely for the most part. They are correct in that they sent four of each out six times to the tune of approximately $400.00 and change.

  Oh and the financial rewards they promised? a gift card for $10 to ******** I never received anything. I am grateful they took me off their call list.

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

  Business Response

  Date: 10/12/2022

  We still don't believe that selling the ** cartridges six times in an 18 month period is excessive.  As per her request, we have taken her law firm off all of *********** lists and hope this settles the matter

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18182309
  
  I am rejecting this response because: it's basically a difference of opinion. They did not take into account the Pandemic and working remotely when it came to sending cartridges, they had nothing to say about sending me gift cards for our business that I never got. I am obviously not alone when I read the other complaints from their customers regarding the way they do their business. I am glad I will never hear from them again.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/14/2022

  Three rebate cards were sent to the law firm

  1. Oct. 8, 202 ***** tracking number 9410803699300127650791

  2. Jan. 5, 2021***** tracking number 9410803699300131401310

  3. Nov. 19, 2021***** tracking number 9410803699300143475798

   

  Customer Answer

  Date: 10/14/2022

   
  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. This is exhausting.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/27/2022

  Type:Sales and Advertising 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.

  Called repeatedly by this company trying to sell me or my employees' printer cartridges. We are listed on the do not call list for solicitations. I have constantly mentioned that to the representatives that call. They attempt to bully their way with me over the phone and persistently assume they are in the right by hounding me about this. I want to be permanently removed from their call list since my business is registered on the do not call list.

  Business Response

  Date: 10/12/2022

  We have forwarded the telephone number to our IT department and it will be scrubbed from all of our calling lists.  We are sorry for any inconvenience caused.  We only buy *********** lists from reputable list companies where any and all numbers that are on the do not call list were to be deleted.

  Customer Answer

  Date: 10/19/2022

   
  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:09/02/2022

  Type:Order 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.

  The Kelly Group **** dba Kelly Printing Services is a scam. They misrepresented themselves, saying they were an authorized Vendor for Hillsborough County Public Schools. They are not. They offered a "Free Trail" of their "new" toner modules for the ** P3005dn. I received an invoice before the package arrived, for $342.95, for their "Free Trial." When the package came in their toner modules were "Refurbished" and not "New" like the sales rep ********* have since turned this over to my School's Principal and the Legal Investigation team with the district. In order to find out how the scammers were able to know my name, and work location, after 2 days on the job.We have attempted to contact them in order to get an RA number. They Refuse. A return label, again they refuse. We've asked for an address to return the package. They have refused/ Now they are calling and harassing me while I'm working and threatening to contact *** and **********, trying to scare me into paying.Our stance is firm. We are not paying. They can try to contact *** and **********, but that is laughable. We will be using the *** tracking info to return to sender, and charging CoD for the return shipping.

  Business Response

  Date: 09/08/2022

  This complaint is absolutely bogus and I have attached the two tapes of the original sale and verification of the sale to prove it. This complainant never called our office in an attempt to get an RA number. In fact, the first contact with him was August 22, 2022 after the invoice was due. During the conversation our collections person was told that the cartridges were sent back. After waiting for the return and not receiving it, we called again to try to get the status. During the call, we were told that he needed a label to return the cartridge as he was not going to pay. At that time, he was sent an e-mail stating to either pay or send the cartridges back. On September 6, 2022, we received an e-mail giving us a tracking number for the return so obviously, he knew our address. We are still waiting for the cartridges.

  Business Response

  Date: 09/08/2022

  ***Document Attached***
  
  Please listen to attached audio file of the sales and shipping calls
  
  See Attachment/File: ***************** sale

  Customer Answer

  Date: 09/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We called several times to their office using every phone number we found on the web, as their documentation never had a phone number from them, but conveniently all their phone lines' voicemail was full. And no one answered those lines. These calls were placed by me, my school's principal, and our legal department.
  
  As for the return address, I sent the package back to the address that was on the *** label. If that was their true and correct address, I have no clue and its no longer my problem.
  
  Furthermore, due to this incident, and others at other district schools, this company's website has been flagged and blocked.

  Business Response

  Date: 09/14/2022

  As stated before in our first response to the initial complaint, this is bogus. I am glad the tapes proved that his first complaint was not true. As for his second complaint, I am attaching a copy of the invoice which was e-mailed to his company and he did acknowledge receiving it. Two telephone numbers are on the invoice along with an e-mail address and our post office box so this clearly proves that he did have all of the information that he claims he did not. We have researched our telephone records from July 22, 2022 to August 22, 2022 (time period when this transaction occurred) and these records prove that he never called this office. If the records are needed, I will gladly send them to you. As stated before this is an unfounded bogus complaint and should not be shown on our BBB record. We are also glad that he doesn't want to do business with us again as we feel the same way and want nothing to do with his school.

  Business Response

  Date: 09/14/2022

  ***Document Attached***
  
  See Attachment/File: Acct ****** Invoice ******.pdf

• Initial Complaint

  Date:08/29/2022

  Type:Order 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.

  This company is a big joke. They tell you one thing. If your not satisfied you can return, **** they send you the product invoices follow right after and then before your 30 they send a collections email. Would not recommend doing any business with them. Big scam!!!!!!!!!!!!
  

  Business Response

  Date: 09/05/2022

  Business Response /* (1000, 5, 2022/09/01) */
  We want to apologize to ******* for this unfortunate problem. We sold her company cartridges on July 15, 2022 and verified the order with her on July 18, 2022. This order was immediately sent to our manufacturer and we thought the order had been sent out by July 20, 2022. That is when we proceeded with the 30 day trial period. We have now learned that the order was not received until July 26 so our 30 days trial would have ended on August 25 not August 21. Thinking the trail period was up, our collections department initiated a call on August 22. We do send out a courtesy second invoice before collections initiates the first call as a reminder. The customer is right as the invoice was not due when we called on the August 22. With the delayed shipping by our manufacturer, the 30 day trial ended on August 25. To correct this error made by our collections department and try to make amends to our customer, we have issued an RA label and a call tag to pick up this product. Again, we apologize for this unfortunate error and have talked to our collector about checking the facts to make sure there are no problems.
  
  
  Consumer Response /* (2000, 7, 2022/09/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They sent a call tag right away

• Initial Complaint

  Date:08/19/2022

  Type:Order 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.

  Company called January 2022 about offering a 30 day trial period for a (1) toner cartridge for our business. We have 5 office printers so I thought I would try one. As soon as the invoice was paid, I get a call in February about shipping the balance of the (3) three cartridges I agreed to purchase after the 30 day trial. I did not agree to purchase that many because we are a small business and only 2 printers use that style. I allowed them to ship agreeing that the purchase of the "trial package" is complete. The last toner arrived in March and has been paid for. I have WAY more cartridges than will be used (one printer is no longer active). Today is Friday, August 19, 2022 and I just received a call from Lee Brooks stating that I have 2 more cartridges to complete the (6) SIX trial package! NO. I did NOT agree to that and will NOT accept another shipment or pay for more of these toners. This business is fraudulent.
  

  Business Response

  Date: 09/03/2022

  Business Response /* (1000, 5, 2022/08/23) */
  We sold Ms. ****** of **********************, toner in January 2022. We sell our cartridges in starter packs for price savings. However, as we know our customers do not want to have a lot of cartridges on hand, we will work with our customers to only send out cartridges as needed. Additionally, while we sell in starter packs, if a customer does not want to fulfill their obligation, we do not try to force someone to take cartridges they simply do not want. But, we sell a good product for a good price, and we know our customers use toner, so we will be flexible on time frames for fulfilling starter packs; we just ask they consistently show some activity on the account.
  
  Ms. ****** spoke to Lee regarding the remainder of her starter kit. Lee informed her the final part was going to be shipped out, however when our shipping department called the next day, she informed us she did not want the cartridges yet. We downed the order and let Lee know that Ms. ****** is not yet ready for her balance. We will always have the shipping department call to verify exactly what is due to ship out and confirm with the customer. If the customer is not ready or there is some misunderstanding, then the shipping department does not ship anything as is the case here.
  
  Ms. ****** indicated she does not want any more toner from us. If she would have let us know, we would have made her account a call in account which means no sales person will call her to remind her or inquire if she is ready for more cartridges, as that is something that is easily overlooked until it is too late and you find yourself out of ink! We have, per her request through the BBB, made her account a call in. When Ms. ****** is ready for any more cartridges, she will need to call to initiate the order. No salesperson will call her. We feel we have a good product and our customers agree. We will honor her price discount given on her starter pack if and when she calls to order more. We hope to continue business at her discretion.
  
  
  Consumer Response /* (2000, 7, 2022/08/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  ***************** accepts that we will no longer be called for future toner needs from Kelly Products. Being unaware of ANY starter kit (a set number of cartridges) dissolves our business with them. Strange that we were told "three (3) cartridges were required to order for the price of the toners" after I complained and accepted the last shipment in March. This call 8/19/22 the number became six (6). This is unfair business policies, let alone the entrapment felt by small business companies.