ComplaintsforLaser Pros, Inc.

• Initial Complaint

  11/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We engaged into an informal relationship w/ Laser Pros USA (LP) in / around May 2019 - nothing was signed, & we were told we could exit at any time. Since then, we've changed to HP printers - don't accept "faux" cartridges (what LP provides). * asked for written terms & conditions about any agreement between us - none could be provided - also been told "LP doesn't do contracts" * tried MULTIPLE times asking LP reps to terminate our relationship - to no avail * ********* Early Oct 2021. was offered "true HP cartridges" (phone call) * was told they would be at retail pricing, not at LP's reduced rate * was NOT told they would be 3X retail (no actual price was given - no agreement was made) Was also told I was expected to purchase add'l 24 cartridges in w/in 2 yrs * asked to cancel this as we wouldn't need * was told "may" be able to cancel this but would need approval "from above". The next week, 24 cartridges arrived w/o paperwork * 1 week later was SHOCKED when invoice arrived * don't remember OK'ing order - repeatedly told rep I'm the only 1 w/ laser printer - my needs are low * followed up by email questioning pricing & asked to see contract / terms & conditions of agreement On 10/24/22, rec'd LP call * rep stated during last call told me things of which I have no recall or record (I document everything): * allegedly stated details regarding exorbitant pricing & quantity - almost $10K for 24 crtdgs (something I NEVER would have agreed to) * Inquired if she had spoken to "higher ups" to get add'l 24 crtdgs canceled: * SHE didn't recall that * Requested written proof on how we're locked into paying for 24 crtdgs we don't need at absurd price * Was told we're "not locked into anything" We've returned the 24 UNOPENED cartridges: * by UPS (10/26/22) * w/ certified letter of explanation LP continues to: * call / harass us re: returned cartridges * expect payment (avg price of $368.25/ea) We would like LP to: 1. keep unwanted cartridges 2. close our acct

  Business response

  12/09/2022

  Business Response /* (1000, 5, 2022/11/07) */ We have been in contact and are communicating with this customer working towards a resolution. As of this morning it was agreed that we would be hearing from their attorney shortly who will review all of the information that is available. We are hoping to have this resolved very soon.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Laser Pros **** is sending us Toner Cartridges that we did not order. We contacted them previously (in the last several years) and informed them to discontinue sending us their products as we had not ordered. I have spoke with 2 different associates about the product and have relayed via email several times to Cancel all upcoming orders, I have been told several times that they cannot cancel because it was a promotional order, that I did not sign for nor confirm. I have repeatedly told them to cancel all orders, only to be told they only exchange and do not accept returns that the last order I received latest order in August of 2022 according to Laser Pro It cannot be returned only exchanged. We are a small business with only 15 employees and only 5 printers. We do not have a need for the multiple orders being sent. What we have will last at least 5 years After speaking with a Laser Pro associate I was informed that we will have 2 more shipments one in February 2023 and August 2023. Which I did not authorize.I would like for last shipment to be returned,(August 2022) no further shipments or contact from Laser Pro

  Customer response

  10/21/2022

  Company is still contacting about shipment in August, I have told them several times it will be returned and invoices will not be paid.
  Company stated that it cannot be returned.
  This is not acceptable and will be returned and no invoices paid.

  Business response

  03/10/2023

  We have resolved this matter to the customer satisfaction. We have closed their account. 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Laser Pros Inc. is sending us Toner and Drum Printer Cartridges that we did not order. Most recently the week of August 1, 2022. We contacted them previously (April 2022) and informed them to discontinue sending us their products as we had not ordered. We also removed our credit card information they had on file from a previous order. The cartidges were left on our dock by ****** and we will refuse them so they will be returned to the sender. As of today, we have not received an invoice, but in the event we do we request the billing adjustment accordingly.

  Business response

  08/11/2022

  Business Response /* (1000, 5, 2022/08/08) */ We have closed their account with our company. We have resolve this matter to the customers satisfaction. Consumer Response /* (3000, 7, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) While they acknowledged verbally and in an email, they would stop sending us product in the future and would close our account, they did not acknowledge our account would be credited for the returned product that we did not order. I was advised that their debt resolution department would have to review that and make that decision. We are waiting on that written confirmation. Business Response /* (4000, 9, 2022/08/11) */ We did not receive a confirmation from the manufacturer that they have received the products back till this morning 8/11/22. When we close the account, that means we have credit out the balance to zero.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In late October of 2018 I was contacted by this company offering a gift card in exchange for trying their "high yield" toner cartridges. I was under the impression that if I was not satisfied, I was not under an obligation to return the gift card or to buy any more cartridges. This first invoice XXXXX for $562.44 was received on 9/6/2018. In October I was told that I was required to pay for another shipment of toner. I agreed in exchange for splitting the payments up into 3 installments of $757.14. That invoice was XXXXX, XXXXX, and XXXXX. Then in April of 2019 was the same story. I reluctantly agreed again after I was told I was contractually bound by accepting the rebate gift card. XXXXX, XXXXX, and XXXXX for $757.14 were again paid. Then finally on 10/29/19 we received 6 more invoices: XXXXX, XXXXX, XXXXX, XXXXX, and XXXXX for $757.14. I only agreed to this final shipment under the condition that this was the last shipment, our order was complete, and we would not be contacted again. This was confirmed over the phone by ******** ******* and is corroborated by an email from *** *** stating the same on 10/29/19. On 11/5/21 I received a voicemail from ******** ****** saying that we are liable for another shipment of toner cartridges, and since it has been 2 years from the last shipment they had to be sent now. I returned her call, but only got voicemail. I emailed *** *** with the email stating the order was complete in 2019. She promised to get back to me Monday 11/8/21, and did not. I emailed again on 11/10/21 saying that we do not want any more toner and will not pay for it if sent. I then received a call from ******** saying that we are still liable and *** should not have sent that email. When I said that we will not pay, she stated that it will go to collections. Then I replied that I will be filing a complaint with BBB and, if necessary, will have our legal council contact them. We have been raked over the coals for********* and will not pay one more cent.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/11/15) */ This account was forwarded to management for review the order in question was not shipped out. This account has been closed, to satisfy the customers request.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In 2019, our loft manager ordered toner from Laser Pros. We received the initial product of 6 cartridges which were paid for. A few months later, we received another shipment of 6 cartridges that we not ordered along with a bill. Confused, the loft manager thought he made a mistake on the order - and we paid for these new items. Then in October 2020 - another 6 came!!! Our manager wrote the company saying he did not order this product at all and needed no more shipments to come. We got a response back from the rep at Laser Pros saying fine and that our sales rep would be notified. (see email.) And once again - we paid for the product that we did not need or want. Then, this week we get another notice of shipment of another 6 cartridges. This time a phone call was made and he was finally told that he signed up for a 24 toner package for a set amount of money. This was definitely NOT what was originally agreed upon nor was this stated in any of the correspondence during the past year of getting unwanted product. He then said he wanted to return the last 6 cartridges and was told no. Because this felt like he was being taken advantage of - I called in. Not only did the rep state that they needed another $1700 in future payments - she was unable to provide me with any written documentation of said 24 cartridge contract. I thought everything had to be in writing for the UCC over $500 - we have definitely paid more than $500 to date. So, to me, we do not have a contract - there was not a meeting of the minds and there is not a written agreement. We do not want anymore product. We have more than fulfilled any conditions by buying items we do not need. (In addition, their invoices do say that they will take back product - and the email even alludes to this with exchanging product - but when it comes down to doing it - that just is not the case.) We just want out - we will keep what we have - No more please!!!

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/12) */ I have reviewed this account and verified that nothing has been sent out since October of 2020. The pending shipment in question has been cancelled as requested. Please note that we do offer a 12 month exchange policy which is stated on each invoice. Unfortunately, this product was shipped out more than a year ago so we were not able to process an exchange in this case. Consumer Response /* (3000, 7, 2021/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company missed what we are asking for - we do not want any more product to be sent to us ever again. We will not accept any future shipments and we are not paying any more money to them. We are under no further obligation to them. Our desired response is that they will be not be shipping anything more to us ever, they will not contact us going forward and they will not bill us in anyway from this day forward. Our relationship is done. Thank you, ******* ***** Business Response /* (4000, 9, 2021/11/16) */ The customers request has been honored. The shipment in question was cancelled. This account has been closed. There is no balance due to collect and no further contact will be made from our company. Consumer Response /* (2000, 11, 2021/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you!

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a trial toner cartridge back in 2/20. We paid for that toner because I wasn't able to get return label. Company called me and thanked me for payment and said they were sending 100 gift card for rebate on that cartridge. I used the gift card and a week later get 5 more cartridges that I did not order. On the phone I told them I did not want any more toners. I called and talk to ******** to return product and she says I can't. I did not order toner and just want to send it back. I did not sign any contract or agree to these cartridges.

  Business response

  10/20/2022

  Business Response /* (1000, 5, 2021/09/02) */ We have been trying to contact Ms. **** ***** since last week to solve this complaint to her satisfaction. Unfortunately, she has not return our calls.

*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. ↩