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:11/07/2023

  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.

  They had me sign a non-cancelable contract then brought a printer that didn't match the negotiated description. We negotiated a printer for lease. We settled on an Ultrex printer that was in their warehouse on sale for $4900 We talked about a $1 buy out at the end of the lease We talked about getting a low monthly payment We talked about the printer fitting into our office space September 7th I signed a paper that only had $143 a month and 3 year term on it. September 21st, they delivered a printer, and had my product manager sign for it. This part of the contract was with all the surprise details. (He didn't know anything about our negotiation) 1) there wasn't a $1 buyout at the end 2) There was a @$2,000 buyout at the end of lease. Plus, the printer didn't fit in our planned, measured and engineered space. The installers plopped it down in the middle of our front reception area workspace. Now we can't use that space, and we have an empty space in our office. I immediately called the sales rep and said this isn't what we talked about. He basically responded "sorry our hands are tied you signed a non-cancelable lease and the leasing company won't let us out of it." In trying to come up with a solution, I suggested buying the machine outright for $4900. I could sell it and then get the right one. He replied sorry, the leasing company is expecting to make $6800 on this lease. In the meantime, the machine continues to not meet our needs. The explanation we're given is that we have an unstable internet connection. Please help

  Business Response

  Date: 11/14/2023

  In response to the complaint, I would like to share my thoughts after the owner **** and I met today and uncovered the issues on this sale but most importantly fixed the issues.  In the end we have cancelled the lease completely without penalty to the customer not based on our wrongdoing but doing the right thing.  Miscommunication on the lease type came into play throughout the sale process without wrong intent in the end.  The space issue on the printers location ultimately falls on our sales rep for not doing the due diligence on measurements.  Again, we are making this right for the customer with the appropriate cancelation on the contract and replacing with a machine that fits the space.  After uncovering the network issues being on the router side, we can move forward without network issues.

  Lastly, I want to thank **** for the meeting today as we fixed the issues, came to a great resolution for both of us that work and we can have a great working relationship moving forward.  We look forward to serving his office for years to come.

  *********************************

  VP of Sales

  Ultrex Business Solutions