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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:09/09/2024

      Type:Customer Service 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.
      Date: 08/29/2024

      Amount: ****** *Invoice Number: ************ ************ ******* ************************************

      Business Promised to Provide: A subscription for ***** to print up to 200 pages for free. Ink will be sent automatically at no additional charge before ink runs out.

      Nature of Dispute: Never received my ink. A lot of pages kept printing automatically either completely blank or partial ink. Also, I had tried contacted the billing department before they charged the account to ensure I would not be charged the overage and that the card was changed. The card originally on file is not my card. I was informed no charge will be taken out and someone would be contacting me from the billing department within 24 to 48 hours. He also placed an urgent request for more ink because she did not know why it was not sent out.
      I never received a call and then the charge came out anyhow and on the wrong card. I had to pay them back and then I called again. Again, I was told there is billing department they can transfer me to, but he ********) gave me a case number of ********** and also stated that he submitted an error report and placed an urgent on it. However, when I asked him how long it should take for someone to get back to me, he could not answer that. He’s response was, “well, if you don’t hear anything in about a week I would personally call back and give the case number to see the status.”

      Have they tried to Resolve the Issue: Not yet and I don’t see it going to happen. To this day I have not heard from the billing department and there is no way for me to connect with them. I keep getting the go-around and I need help connecting to this department and/or help resolving this issue. I would like to either refunded completely and or adjusted correctly and then I no longer want nothing to do with this business.

      No advertising complaints that I can think of.

      Business Response

      Date: 09/16/2024

      We have reached out to the customer.

       

      Thank you!

       

      **** ******

    • Initial Complaint

      Date:07/02/2024

      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.
      I purchased a canon camera valued at about **** about three months ago that stopped charging. I spoke with Canon prior to sending in my camera for repair as I had an upcoming event that I purchased the camera for and they told me the camera would be returned back to me within 5 to 7 days if I sent it in for repair. I paid extra to overnight ship it and it was officially logged in their system on June 25. They told me a replacement camera would be sent to me by end of day on June 26. Then somebody else emailed me said it would be a few more days. I called yesterday and they said it should be shipped out today. Then they called me again and said it would actually not be until after July 12. Then another email that they don’t have a guaranteed date for me. So they recycled my camera without a replacement in hand and now don’t know when I will have one at all. Communication from this business has been sparse and I have had to call about 5 to 6 times just to get updates from them and have been told a different thing each time. I’m not sure what else to do at this point as there’s no clear answer as to when this is going to be resolved.

      Business Response

      Date: 07/03/2024

      Good Afternoon,

       

      We have reached out to the customer.

       

      Thank you,

      **** ******

      Customer Answer

      Date: 07/03/2024



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



      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:06/20/2024

      Type:Delivery 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 placed the order #********** on Canon’s website and payed for it with my debit card (so I don’t have any insurance through credit card). I kept checking on the tracking number daily and nothing was showing, until on Thursday 6/6 it showed that it had been delivered on Monday 6/3. There is no signature or picture as proof of delivery. I live in a small apartment building and have never had any issues with missing packages.

      It seems very suspicious the delay in the tracking number as well as the lack of proof of delivery.

      I contacted ***** *nd they pushed me to contact Canon. Since then I called Canon numerous times and customer service was dismissing my complaints, until today when they sent me an email saying that there is nothing they can do about my case. They won’t issue a refund nor send me a new item.

      It was an expensive purchase and Canon designated ***** *s the carrier, so they should be able to figure something out between themselves instead of pushing this loss to me. If they can’t prove it was delivered then I want to be reimbursed or receive a new item. I feel robed and powerless! Please help!

      Business Response

      Date: 06/21/2024

      Good afternoon,

       

      We have reached out to the customer.

       

      Thank you,

      **** ******

    • Initial Complaint

      Date:06/20/2024

      Type:Delivery 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.
      ***** tracking *************
      ***** driver signed for the package themselves, either stole the package, or left it out to the open. The contract between Canon and ***** is that someone is supposed to sign for the package. I was at work at the time of delivery, with proof attached I was clocked in. Who signed for the package? Why is the driver signing on my behalf and potentially leaving expensive items for the public to grab? I spoke to ***** ***** at Canon, and the camera is no longer in stock for a replacement. I want Canon to replace the camera immediately or refund ******* I also want an apology and some form of compensation as I lost out to photos at **** graduation.

      Business Response

      Date: 06/20/2024

      Good Morning,

       

      We have reached out to the customer.

       

      Thank you,

       

      **** ******

      Customer Answer

      Date: 06/20/2024



      Complaint: ********



      I am rejecting this response because:

      No one has reached out to me.



      Sincerely,



      ***** *****

      Business Response

      Date: 07/02/2024

      Good Afternoon,

       

      We have reached out to the consumer. 

       

      Thank you,

       

      **** ******

    • Initial Complaint

      Date:05/30/2024

      Type:Delivery 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.
      On 2/17/24, a lense was ordered as a pre-order from Canon USA. RF200-800mm F6.3-9 IS ******: ********. The item has remained on back order since originally ordered. This has taken so long that our residential lease is up at the end of June. Canon was contacted by my partner via phone (as he has the same order under his name) for both of our orders. Canon was asked if there was any way to update the mailing address should we not receive prior to our move out date. My partner was told repeatedly that if they attempt to update anything in their system, our order will be cancelled, we will lose our pre-order, and because they are so backed up (We were advised they have over 4,000 of these on back order now), that we won't even be able to re-order the item now because it is not available for pre-order on their site any longer. They also have been charging us every month (and then subsequently returning the money in a few days) to the credit cards on file. This process was not anything that was ever disclosed to us. Their site actually states for pre-orders and back orders that you will not be charged until the item is ready to ship. We are very upset that with the amount of money we have paid them for cameras and lenses that they are not able to advise us an estimate on whether or not we will receive these lenses before we move, and are unable to update our mailing address for us should we not receive prior to our lease ending.

      Business Response

      Date: 06/04/2024

      Good Morning,

       

      We have reached out to the consumer\.

       

      Thank you,

       

      **** ******

      Customer Answer

      Date: 06/10/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and find that Canon's resolution is satisfactory to me.




      Sincerely,



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

    • Initial Complaint

      Date:05/30/2024

      Type:Delivery 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.
      Ordered an **********mm lense that was marked for backorder on 02-17-24. At the time of order there was no warning that while the product was on backorder that they would charge me every 30 days for that order to ensure funds are available "if" the product came in stock and was shipped out within that 30 day cycle. 30 days after the purchase is when this first occured, I called them and then over the phone they explained that they do this, but there was nothing up front suggesting they would charge me every 30 days. On 05-29-24 I contacted sales and spoke to both the agent, a manager and then customer relations. I explained that our lease is up and we are moving to another state at the end of June, what I would like to do is update my address on file so I do not lose my preorder, I was told there is nothing they can do except cancel the order in which case I would not be able to preorder again as they have stopped doing that on this product.

      They have charged my 3 times for this order so far, the funds are returned after several days but this was not mentioned prior to the order being made, no warning and no modification without canceling the order and losing the ability to preorder the same item.

      What I would like is 1 of 2 things to occur.
      1. Deliver the product prior to June 29th 2024
      or
      2. Update my address to my new address in Oregon so I dont lose my place in line that I have been in for 3 months.

      Business Response

      Date: 06/04/2024

      Good Afternoon, 

      We have reached out to the consumer.

       

      Thank you,

      **** ******

       

      Customer Answer

      Date: 06/10/2024



      ****** ******** ******:



      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:05/02/2024

      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.
      Purchased Canon ****** off ******. Canon intentionally failed to disclose that customers can't use app on any device to connect Wi-Fi compatible printer to devices. Intentionally failed to inform customers that printer driver(s) are required to connect Wi-Fi compatible printer to devices & associated fee(s). If don't pay for printer driver(s) then must purchase USB cord to physically connect printer to Chromebook. Called Canon USA customer service ************** *aller ID shows "Prairie Laser Ink & Toner Supply." Recording option go to CanonUSA.com. CanonUSA uses "Just Ask" informs you need printer driver(s) & associated fee. Then asked for credit/debit information & pitched *** *Just Ask" subscription. I paid good money for this printer *** ****** gift card & remainder on debit card. Unable to use printer & have to go to Public Library.v

      Business Response

      Date: 05/07/2024

      Good Morning,

       

      We have reached out to the customer.

       

      Thank you,

      **** ****** 

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

      Customer Answer

      Date: 05/08/2024

      Please review ****** ****** ******** ****** Complaint #********* Complainant/Customer in addition to all the issues raised in this *** Complaint has has to file a complaint against the online merchant ****** of which they purchased the ***** ***** ****** all in one printer. 5-7-2024 Complaint/Customer had to elect to return printer to merchant. Printer kept present error of not being able to pull documents through document feeder during scanning process. ****** attempted to require Complaint/Customer to physically go to 2 locations to return printer & ink purchased. Requested label to be printed & printer pickup from delivery address. ****** attempted to charge $***** Complaint/Customer had to disclose ***** information regarding disability(musculoskeletal disorder surgery pending) & Dr."s order not to ambulate (surgery 5-15-2024) to get fee waived. After all the ****** refunds Complaint/Customer is -****** Also Complaint/Customer had to purchase another device from a different merchant for ****** prior to the completion of all applicable ****** refunds for ***** ***** ****** printer.

    • Initial Complaint

      Date:04/10/2024

      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.
      On 4/5/24 I placed an order for a new Canon toner cartridge and promptly recieved it on 4/9/24. I opened the toner and proceeded to insert into my printer, however, it did not fit. Evidently, it was the wrong size. Yes, I mistakenly ordered the wrong size but would never realize this without first opening the package and trying to insert. I immediately called Canon and they refuse to do an exchange due to open box. This makes zero sense. I am stuck with this useless toner cartridge and had to place yet another order with them. Now, I am out ******* plus have this useless cartridge that they refuse to exchange AND they got another ******* *rom me for the correct sized cartridge. I am simply asking them to make things right, either by exchange or refund.

      Business Response

      Date: 04/10/2024

      Good Afternoon,

       

      We have reached out to the consumer.

      Thank you,

      **** ******

    • Initial Complaint

      Date:04/04/2024

      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 purchased a canon image class laser color printer a couple years ago. This week my printer stopped printing any and all of my documents. Each time, an “error message would flash on the screen, warning me that cartridges for one of the colors was LOW but NOT empty, that I must order from a specified “replenishment service” immediately. I spent more than an hour on the phone with a Canon tech who attempted to diagnose the problem, including reviewing photos of my printer which he requested. The problem could not be resolved. After placing me on hold for a few minutes the tech informed me that his consultant said the only remedy was to purchase new toner cartridges, despite the fact that the black toner cartridge is almost full. The printer would not even let me print in black ink. This is outrageous that relatively new high end printer Would be rendered entirely disabled because ONE color cartridge that I did not even need, as i had the setting on ****** ****, until I immediately purchased new cartridges from their “replenishment service”. This is obviously a scam for which there exist potentially unnecessary and significant financial and time consuming burden. It is difficult for me to accept that the cabin line of printers is deliberately rigged in such a fashion. I’ve had 3 previous printers over the years and was always able to print, as long as I had black cartridges available

      Business Response

      Date: 04/09/2024

      Good Morning,

       

      We have reached out to the consumer.

       

      Thank you,

      **** ******

      Customer Relations Supervisor

      Customer Answer

      Date: 04/09/2024

      The reply to the complaint I filed with *** *s a brief email falsely stating that they had reached out to me.  Not only have I not received communication of any kind—letter, email or phone.  There is no contact information from the author if the email to **** so that I could contact them.  Given the time sensitive nature of the complaint process, it is clear to me that Canon is continuing their course of duplicity and trying to run out the clock on this complaint 

      what should I do now?

      Thanks for your consideration 

      ***** ******

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

    • Initial Complaint

      Date:03/22/2024

      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 have purchased a Cannon ***** and several ink cartridges to which are printing 5-10 one sided pages and then requesting the cartridge be changed. I have replaced printers, ink cartridges, even the retailers where I purchase the ink. These printers cost money and the cartridges should be printing more than 5-10 worded documents. This is robbery. Once upon a time, these companies were required to list how many pages the cartridges could expect to print. Now they don't list such information because they know their cartridges are not giving consumers any ink.

      Business Response

      Date: 03/22/2024

      Good Morning,

       

      We have reached out to the consumer. 

       

      Thank you,

       

      **** ****** 

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

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