ComplaintsforFlorida Copiers

• Initial Complaint

  03/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am filing this complaint against Florida Copiers regarding predatory sales practices. In August of 2023, our organization, Family Learning Alliance, engaged in a transaction with Florida Copiers for the purchase of office printers and printing services. However, we have encountered numerous issues with the sales process, which we believe to be unethical and deceptive. We were provided misleading information regarding the features and capabilities of the printers they sold to us. We were led to believe that the printers were equipped with certain functionalities that were later found to be absent.When initially meeting with the ********** Mr. ****************** I gave a list of required needs including wireless printing, ability to track ink/copies digitally, and multi-user connectivity. I was assured the machine he sold me had all of these features. Over the course of the next month, it was proven that the printer in fact was not able to do any of these tasks we required to keep our business running smoothly. ************ attempted to provide us with a replacement for our machine, which also did not meet any of our agreed upon requirements.************ finally agreed that he could not provide the services he had sold me, and said he would void the contract. I proceeded with hiring another company to meet our printing needs. A few weeks later, he informed me that although he had voided our contract, he did not have the power to void the finance agreement with PeAK solutions. This is not what he told me originally, and had I known, I would not have contracted with another company. Due to this unethical and deceptive sales practice, I had to hire a lawyer to assist with the contract with PEAK solutions. Not only am I now required to pay $25oo for a printer that is not of any use to our facility, but additionally had to pay a lawyer $750 to assist in dealing with this issues. I am seeking a reimbursement of these costs.

  

  Business response

  04/16/2024

  To provide a brief summary of what transpired in June, I believe June 16th. I met with ********************* to discuss her copier requirements. Our meeting was extremely brief and *****'s requirements were very basic. That is what was told to me at the time. ***** had a personal use HP copier that you would buy from ******* or Best buy. Roughly $150 copier. I believe ***** assumed that all of the features for copiers like this are basically the same. In our brief discussion. I showed her a couple of different options and she told me she had another meeting with an individual and asked for some basic cost parameters for some of our entry-level commercial copiers. Very shortly thereafter ***** emailed me and told me the other sales person did not show up and she wanted to move forward with us. I met with her again. Her stated requirements were brief and did not include all of her requirements stated post salesuch as Apple Air print.

  The agreement was signed and the equipment was delivered roughly on July 17th.  A feature I told her we had, in discussing the product was a supply auto toner replenishment. However, I later found out the auto replenishment program does not work with MAC operating systems. That information was explained to her on the day the product was delivered which was July 17^th (see email from ************************* verifying that). At that time she said she was okay with the fact that the auto punishment program could not work with her personal MAC laptop. Please note she did have an old ********* Surface laptop that we could have linked to that she chose not to do at that time.  That would have worked with the auto replenishment software. She then had the copier working trouble free from July 17th until August 31st. When she sent me an email stating she was running out of black toner. I immediately put in a request for black toner for her copier. However, at that time there was a national shortage on toner for her copier and several other copiers due to a trade embargo that President ***** had put in place with and *****. It is well documented. Unfortunately, on September 6th her copier ran out of black toner. In the morning she sent me an email. I immediately forward that email to ***************** and requested assistance. As there was no toner nationally for that machine, we found her a loaner to use free of charge until her toner was available. I personally went to our corporate location, picked up the loaner and headed towards her office. She told me she was closing at 3:00 p.m. to come the next day. First thing in the morning September 7th, I headed to her office with the loaner. After setting up the loaner she told me the loaner needed to have Apple air print. Again, that was not something we discuss but we told her we would make sure she was up and running and we were going to provide a work around with something called Papercut. Thanks. She was quite irritated and told me she really did not want to work with ***** anymore and wanted the copier out of there. I told her I would look into it and if possible I would support the removal of her copier. I informed her that the copier is leased through the leasing company and I don't own it and she doesn't own it. The leasing company owns it and she's under a contractual agreement with the leasing company. To try and help her I contacted the leasing company and asked if they would cancel her lease for her. The leasing company responded this is a non-cancellable agreement and they were not going to cancel the lease. A copy of that email is provided that email was sent to me on September 11th at 4:25 p.m. from ***************************** at Peac Solutions it is attached in the email stream above.

  I would like to state that we informed ********************* at the time we installed her copier on July 17th that *** systems did not work with the ***** supply Auto replenishment program. That email is attached. It came from ************************* at ***** and was sent to *********************. She never even responded to him. However, she did tell me that it was not a big deal. And again she did have a ********* Surface PC or laptop we could have connected her printer to in order to have the supply Auto replenishment work for her.  ***** kept the copier for 6 weeks after being informed about *** and *****  and put roughly ***** copies on the device. It was only when she ran out of toner and we brought her a loaner that did not meet her previously undisclosed Apple Air print requirements that she got super aggravated and said she was going to cancel the contract. Again. I did not tell her I was going to cancel the contract because I didn't have the authority nor do I currently have the authority to cancel her lease contract. You will see in her stream of emails however where she stated she was canceling the contract.  Think about it if I was going to cancel the contract (or could cancel the contract) why wouldnt I have taken the copier right then instead of leaving it.  Why didnt she tell me to take it?

  Unfortunately, this is a clear case of the customer being extremely aggravated and turning emotionally aggressive and trying to blame the salesperson for being unethical, which we never were. We made every attempt to satisfy this customer but she just did not want to hear it. She also stated that she purchased a new copier. The only copier she could have purchased would have been from ******* or something like that which is what her old copier was. Commercial copier companies like mine need to schedule the delivery of equipment, often order that equipment. So, the fact that she said she had bought a new copier from the afternoon of September 7th through the next day is illogical at best.

  At any rate, we made every attempt to satisfy her needs and in all circumstances acted ethically and honorably .

  Please contact me with any questions or concerns.

  Very best regards,

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

  President

  Xerographic Digital Solutions dba Florida Copiers

  Customer response

  04/17/2024

   
  Complaint: 21459747
  
  I am rejecting this response because it is not accurate, specifically his statement:  "Her stated requirements were brief and did not include all of her requirements stated post salesuch as Apple Air print.     When I  first met with ****,  I     explained our current printer usage (HP insta Ink) worked great, we just needed more volume.   I    also explained that HP insta ink and my small printer were my only experience with printers so I    was not very knowledgable in regards and trusted his opinion as "the expert" as to which would be best.  It was also important to have continuous access to ink sent when the toner was low so we had backup.  We are a learning center so having a functioning printer is imperative to running our business.  He was very aware of our needs and assured me that the machine he guided me to would meet my needs including the ability to wirelessly print and have present access to ink.  

  The number one must have were that all students and teachers could wirelessly connect and print.   I     believe he is calling this "Apple Air Print" in his response, which it has nothing to do with apple, it is just wireless printing. He assured me that this was no problem.  Upon delivery, we did not print with no problems from July to August.  Only selected devices could connect to the printer.  This was a major issue in which **** was aware.  

   In regards to the toner replenishment program not working with Mac, I    feel like that should have been knowledge the sales person would have when selling a product.  The Microsoft tablet **** refers to was old and corrupted.  He saw it on a table but it was not usable.  I    explained this all to him and told him I    would just have to send in the numbers manually.  At this time, he acknowledged how this was against one of the main things I     had told him I     needed and he acknowledged that he was not able to provide that.  

  By the time the national ink shortage came,  it was apparent to both **** and myself that his product and services could not meet our needs.  The loner he brought could not be accessed wirelessly and was non usuable.  He never offered anything called Papercut and yes I    was frustrated.  We still did not have a working printer.  Instead of offering another option,  **** verbally told me that he was sorry everything was going wrong and that he would cancel the contract.  He acknowledged that the machinery and services did not meet our needs we expressed in our very first meeting.  He even went as far as telling me "dont worry, I    told you I    would take care of you.  I    will make sure to get it canceled."  

  Once he left, it was a different story - all of the sudden he could not cancel the contract for leasing.  I    again think this is his lack of knowledge in regards to his services and products. 

   

  Unfortunately, this is a clear case of the sales person misrepresenting their products and knowledge of their own products,  being unethical, and taking advantage of a small business owner who told them they were not knowledgable in this area.  I   made every attempt to make this printer work, which is why I    had it for 6 weeks.  I     attempted to be patient as **** tried to problem solve the fact he sold me a printer that does not meet my needs.  Once **** canceled the contract I    did have to order a new service.  I     contracted with a new printing company, Kyrosia, which I    can prove.  They were able to come out same day, hook up a printer that met all of our requirements as a loaner until they were able to get the one my printer in and have it hooked up. So no, it is not illogical, it is great customer service and knowledgable and honest sales representatives.

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

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