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Business Profile

Computer Dealers

Canon I. T. S., Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Canon I. T. S., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Canon I. T. S., Inc. has 13 locations, listed below.

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    Customer Complaints Summary

    • 97 total complaints in the last 3 years.
    • 31 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/05/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Dear ****** ******** *******

      I am writing to express my extreme disappointment with Canon USA regarding a recent price match issue and subsequent poor customer service experience.

      On [Date], I placed an order for a Refurbished *** ** **** ** Body and a Refurbished ****** **** *** through Canon USA's online store. The following day, I noticed a significant price drop for both items. As my order had not yet shipped, I attempted to contact Canon USA's customer service to inquire about a price match.

      Unfortunately, I was unable to reach customer service over the weekend. When I finally connected with a representative on Monday, I was informed that a price match was not possible because the products were temporarily out of stock. This explanation is unreasonable, as the items were clearly in stock when I attempted to contact customer service on the weekend.

      I believe this situation constitutes a form of unfair business practice. Canon USA's inability to provide adequate customer service and their refusal to honor a reasonable price match request is unacceptable.

      I kindly request that the ****** ******** ****** investigate this matter and take appropriate action to hold Canon USA accountable for their actions. I hope that by bringing this issue to your attention, we can prevent other consumers from experiencing similar frustrations.

      Thank you for your time and attention to this matter.

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

      Business Response

      Date: 12/10/2024

      We have reached out to the customer.

       

      thank you

      ****

      Business Response

      Date: 12/11/2024

      Hello,

       

      We have reached out again to the customer.

       

      Thank you,

       

      ****

      Customer Answer

      Date: 12/21/2024



      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:12/05/2024

      Type:Billing Issues
      Status:
      Resolved
      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.
      over the holiday weekend from 11/129 -12/2 i attempted to order a refurbished canon t7 bundle kit , below is a link in the order section

      the camera was on sale for $*** but "out of stock" for the entire period of 11/29-12/3.
      On Tuesday This morning 13/3, the day after the sale ended the camer bundle became
      available at a cost of$**** So, Canon ended the sale and immediatly made available to order. That seemed rather a bad practice, so I called the canon sales team. The representative was polite, as I explained the situation. I was put on hole, when she returned she said there was nothing she could do. At that time I asked to speak with her supervisor. Once again on hold , she retuned saying the supervisor "Jason" was on the line. ***** " whose last name I did not get. *****Again I explained the scenario. First ***** stated the sale was over. . Again I explained that the camera was "Out of Stock" all weekend long and once the sale ended it suddenly became available. at a higher price **** , not @***. I was put on hold. When he returned he then told me that f I added it to my cart it would then show "Unavailabe" . While ***** was on the line I was able to add the camera bundle , at ****, to my cart and proceed to the final checkout After a pause ***** agreed that it was available and offered me a 10% discount on the **** with free shipping. We continued to talk and I stated that was only *** off leaving more than **** difference. Next I asked if he could do better and he responded NO. At that point I declined the off and we ended the call.
      I am writing to you in hope that you can address this issue, possibly, with a better solution.
      1. ***** misled me at least once with false information.
      2. after changing his position, acknowledging, the product was available, he next attempted to offer me a much higher than advertised price . I believe thus was false advertising by offering a product and at checkout, reported "out of stock"

      Business Response

      Date: 12/10/2024

      We have reached out to the customer.

       

      Thank you,


      ****

      Customer Answer

      Date: 12/11/2024



      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:11/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 trying to enroll in the Canon Ink program online and on my phone and they keep giving me error messages and for over an hour 2 times, the same person has wasted my time and tells me they cannot enroll me in the program even though their system is not working, THIS IS NOT ACCEPTABLE ANYMORE!

      Business Response

      Date: 11/11/2024

      We are assisting the customer. 

       

      Thank you!


      ****

    • Initial Complaint

      Date:10/22/2024

      Type:Billing Issues
      Status:
      Answered
      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 bought a Canon Image ***** ** ***** **l in one printer, Serial # ********* The "scan function" always stopped working whenever there i* ********* *pdates. I contacted the Canon rep. several times who admitted that it is a design flaw on this printer. The only way to fix the problem was to download a "toolbox" link from the Canon website. I recently bought a new computer and the "scan function" again stopped working. I went on the Canon website to try to download the "toolbox" link but got a message " we no longer support this product". How can Canon not support their own product particularly when there is a design flaw. I need Canon to own up to their mistake and help me to fix this scanner problem.

      Business Response

      Date: 10/23/2024

      Good Morning,

      We have reached out to the customer.

       

      Thank you,

      **** ******

      Customer Answer

      Date: 11/04/2024

      I would like to add a compliment to ***** at Canon USA. He was most helpful to me and my problem was resolved satisfactorily. I have to give ***** and Canon a great shout out on their superb customer service.

    • Initial Complaint

      Date:10/21/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Refurbished *** ** **** ** *ody Purchase on www.usa.canon.com
      Purchase Date: 08/28/2024
      Order Number* ********** Total: *********

      I bought a Refurbished *** ** **** ** **** on 08/28/2024 with **********
      I checked the same item on 9/29 that price drop down to ****** Canon Sales refused Price matching for me.

      Business Response

      Date: 10/10/2024

      As always, and once again **** we are a restaurant, not the international technology entity.

      How have you not solved this issue over the last 14 years?

      Business Response

      Date: 10/23/2024

      Good morning,

       

      We have responded to the customer.

       

      Thank you,

       

      **** ******

    • Initial Complaint

      Date:10/18/2024

      Type:Product Issues
      Status:
      Answered
      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 bought a Canon printer copier scanner. Model *****. It inevitably broke, which happens. But the problem is even though the printer broke, the scanner still works fine. but because of the bad firmware, it won't let me use the scanner at all! It's bad business practices to purposefully restrict the entire product because one part of it is broken.

      Business Response

      Date: 10/21/2024

      Good Morning,

      We have reached out to the customer.

       

      Thank you,

      ****

    • Initial Complaint

      Date:10/14/2024

      Type:Product Issues
      Status:
      Answered
      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 bought a Canon printer ****** several months ago and its absolutely the most troublesome printer Ive ever had. The paper gets jammed, it wont print half the time and the ink run out very quickly which is very expensive. Im extremely frustrated that I even have to deal with all of this as I needed a really good printer for work. I wish I had never purchased it!!!!!!

      Business Response

      Date: 10/23/2024

      Good Morning,

       

      We have responded to the complaint.

       

      Thank you,

       

      **** ******

      Business Response

      Date: 10/23/2024

      Good Morning,

       

      we have responded to the customer.

       

      thank you,


      **** ******

    • Initial Complaint

      Date:10/07/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 purchased a ImageRUNNER Advance ****** ** and we have asked Canon for support on this product for the past year and then some. We have paid multiple IT guys to come review our issues. Canon tells us this is a commercial product and we have to contact a local reseller for support. We have paid the ONLY 2 resellers in our area and neither of them could fix our machine. I can't get help from anyone at Canon and we now have a ***** brick in our office that doesn't function. Please help me get support for our machine so that we can use it.

      Business Response

      Date: 10/14/2024

      Good afternoon,

       

      We have reached out to the customer.

       

      Thank you,

       

      **** ******

      Customer Answer

      Date: 10/15/2024



      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:10/04/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      5 weeks ago I bought a brand new Color Image Class ******** color laser printer. Prior to this printer I used a Canon Maxify Ink Tank printer for nearly 4 years without problems.

      I have spent hours on the phone with tech support, most recently today (10/4/2024 from 11:15am to 1:18pm).

      The scanner does not work and I receive continuous error messages. After 2 hours of troubleshooting the rep says the problem is Canon is not compatible with Microsoft Windows. He basically said call Microsoft or buy an Apple computer.

      The scanner does not work and I am requesting Canon send me a replacement ***** *** ***** My previous Canon Maxify Ink tank worked perfectly with no issues on a Microsoft operating system.

      The techs answer is ridiculous.

      Serial # ******** Purchased at Best Buy in Palm Beach Gardens, FL 6 weeks ago.

      Business Response

      Date: 10/14/2024

      Good afternoon,

       

      We have responded to the customer.

       

      Thank you,

       

      ****

      Customer Answer

      Date: 10/17/2024



      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:10/02/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Canon posted sales for R5 refurbished item. I went through the process to purchase the item. My request didn’t go through on my first try because I inputted incorrect billing address. Afterwards I corrected the information and the transaction went through. I checked my email today and received notification that my transaction was cancelled because my billing address didn’t match. Told the operator that I resubmitted the correct information and the transaction was accepted. Operator kept the repeating the same excuse. He than offer to place new order but wasn’t able to do so because item is out of stock.

      After the call I checked my online banking and the charges from canon is posted on my credit card. It shows that the transaction for my purchase went through. I have the proof that Canon received correct billing information from me. I made valid purchase and Canon charged me so Canon needs to honor the contract and provide me with the item I purchased.

      Business Response

      Date: 10/07/2024

      Good afternoon,

       

      We have reached out to the consumer.

       

      Thank you,

       

      **** ******

    Canon I. T. S., Inc. is NOT a BBB Accredited Business.

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