ComplaintsforRicoh Americas Corporation

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a Ricoh printer at our place of business in ***********. The printer is broken. We've tried 5 times to have them pick it up as they said they would. After weeks of waiting each time they go dark. I was close one time when the pick up person emailed me for our address, then it's full ghost mode. I've emailed ******** Acollador the person of contact along with ********************* and *********************** all of them have not responded to any of my emails. They were very responsive at first then ghosted 3 weeks later. This has happened several times where we get close and then nothing. They promise to pick up the machine with no problems. We've offered to bring the machine to them at no cost or pay them to pick it up. It seems impossible and this huge printer in taking up space for going on 2 years. Worst experience I've ever had with a company.

  Business response

  05/23/2024

  First and foremost, we apologize for the lack of communication.

  The signed ERBA (attached), was part of an upgrade order & included the pickup address of **************. In this complaint, it is stated the machine is in ************** so that might be part of the issue. Please confirm the location so we can proceed with the removal.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Around 8/9/2023 I reached out to salesperson *********************************** for a new printer quote.I mentioned that I would like to pay cash for the printer of $3780.34. I approved the quote and signed the contract.During those discussions via email/voice, never once did we talk about metering and the cost of it.I just wanted to buy a printer and pay for my own ink and paper which I have since owning the machine not for every click of paper/ink etc. Also there has not been any service on this printer to date.Now I get a bill for $1029.99 for metering and supplies that I paid for and again no service on machine.I have gone back and forth with *********** and his boss ************************* only to be told today 4/29/2024 that Im responsible for this bill and that my service contract no longer applies.I cancelled the service contract I believe that I was misled and that the metering was something that should have been discuss thoroughly.Im very disappointed and need this to be resolved. I also would like all communication on this printer removed as Im getting meter reading reports.

  Business response

  05/03/2024

  Attached is the signed Order Agreement which outlines the terms and conditions of the sale and service contract.  Furthermore, the last page is initialed showing the details of the agreement and contract were provided in full.  We don't agree that the customer was misled and note that there is no financial incentive to the sales representative for the service contract.  This is an unfortunate situation, but the invoicing is valid and due in full.

  Customer response

  05/03/2024

   
  Complaint: 21644321
  
  I am rejecting this response because: I understand that the contract was signed, but it is the job of the sales person to insure that the buyer understands in full every cost associated with a contract. Never once did this sales person mention anything about metering or supplies. I have bought all paper and ink since purchasing this printer, no service has been performed on the copier. The only resolve from the salesperson and his manager was to cancel my service contract.

  Sincerely,
  

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

  Business response

  05/06/2024

  The contact is being enforced as written and executed via signed agreement.

  Customer response

  05/06/2024

   
  Complaint: 21644321
  
  I am rejecting this response because: I believe that your sales associate is soley responsible for executing the contract with the customer in full. $1000 for metering was not my understanding of the cost of the equipment and extra expenses. 

  I believe that Ricoh and it's higher *** should be made aware of this issue so that it doesn't happen to another potential customer.
  Had I know that this handling of this issue was going to be this, I would have reconsidered buying this copier. I know now.

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

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had a business **************************** (no longer in business) That signed a contract for 5 years we stopped paying after the 5 years. Even though we were not in business we made sure it was paid out of another business account. We have been trying to get this copier picked up since October 2022. The company did not hold up any of the contractual terms for the copier. Because of this we after reviewing the neglect from the company we started requesting they pick up the copier. We sent several request along with our address. The company is now attempting to *** a business no long in business and we were told that we REFUSED to let them in to pickup the copier. This is a lie not sure who told it or why but it is simply not the truth. We do not know what other avenue to take to get this resolved. It is out of control.

  Business response

  04/24/2024

  Ricoh has made numerous attempts to retrieve the asset in question, as you will see in the attached documents.  Due to the lack of communication and outstanding debt owed, the account was sent to our recovery department and ultimately outside collections.  Customer will need to settle the debt with the collections company.

  Customer has asked that all communication goes through the BBB.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered toner product through Ricoh and on multiple occasions (with video evidence and their maintenance tech also confirmed) they have sent us empty bottles. We were charged full price and have not been refunded for any orders to date.

  Business response

  10/23/2023

  We apologize for this experience.  A new set of toners has been sent to the customer and arrived last Friday. 

  UPS tracking #1Z6VV8621375156339

  Customer response

  10/23/2023

   
  Complaint: 20741192
  
  I am rejecting this response because: The toners you sent me were empty.  There is clearly some kind of issue at the warehouse and they are not filling up the toners or the machine you provided us with is broken and your technician has failed to fix it.  
  
  Sincerely,
  
  *****************

  Business response

  10/25/2023

  Thank you for allowing our tech to visit once again.  It has been determined that the toners were filled to the correct level.  Unfortunately, it was also found that the toner collection coil was binding, causing the toner to pack into the coil. A quote is being provided to repair the copier. 

  Customer response

  10/25/2023

   
  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.  I would like to state the for the record, this could have been avoided had the technician property diagnosed the system during their visit and not given misleading information involving the toner bottle being empty.  
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  3/28/23 Received emailed invoice for $931.67 from ricoh for a monthly "base" charge dating back to 8/13/22. This was the 1st invoice ever received for this charge. We signed a contract for a machine on 7/13/12 for a machine to include two charges: one monthly invoice for the lease of the machine, & one quarterly invoice for service and toner, which is billed based upon our usage (per page charge for black and white and another rate for color.) We have always paid our agreed upon invoices on time. We have not signed any new purchase order or contract since 2012. After contacting ricoh about this invoice multiple times, I was either told a ticket would be opened into this issue and I would receive a call back (never received one). Or I received multiple emails that made no sense. These stated "Per review, your contract before is under ***** Fargo. The Base Price is included on the invoices that ***** Fargo billed on your account. When the contract from ***** Fargo terminated, Ricoh will be the one who will bill the maintenance. The service contract was created effective 13-Aug-2022 to bill you directly for maintenance as ***** Fargo is no longer billing the maintenance on your device. Since you retain the maintenance from us , you will need to pay these invoices in full. I am now closing this ticket." My company has never worked with ***** fargo, has never signed a contract with ***** Fargo, nor has agreed to any new contract for the maintenance of the machine. When asked why I was sent an invoice 8 months after the date these charges began, and asked for a copy of whatever new contact they are attempting to bill us for, they stopped responding. On 4/13/23 I received a letter in the mail stating my maintenance contract with ricoh is expiring 7/12/23 (not 2022 as the emails from ricoh stated) and asking me to renew. This is the first document I've received of this nature. I have NOT signed it. No response when requesting copy of our original contract from ricoh,

  Business response

  05/05/2023

  Credits have been applied and Return Instructions provided to the customer.

  Customer response

  05/08/2023

  Business is now claiming our office is responsible for returning shipping of the equipment, this was NOT made clear during negotiations when first signing the contract for the machine.

  Business response

  05/10/2023

  I am happy to say that we worked it out with the leasing company so that this valued long term customer is able to keep the *** at no additional charge and therefore no longer needs to be returned.

  Our sincere apologies for the experience.

  Customer response

  05/10/2023

   
  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

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Ricoh RI200 direct to garment printer at a cost of 26 thousand dollars and the only software you can use is ********* which has yet to operate as it was explained during the sales process, as a matter of fact it won't open at all and takes a day or two to get issue resolved but and it reoccurs often causing thousands of dollars in lost revenue and damaging our customer relationships

  Business response

  08/29/2022

  Good morning.  Please redirect this complaint to Ricoh DTG, a division of Ricoh **************** *******, Inc.  They are  of or a division of Ricoh USA to which this complaint was submitted.

   

  1000 ******************
  ********** ** 92627

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

   

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/1/2022 a service call was placed on a production machine under contract with Ricoh. Ricoh has acknowledges the problem and even has told us what they need to do to fix it. However, as of today this problem has not been resolved. We continue to pay our service contract fees each month in a timely fashion even though we are loosing money on jobs due to the failure of their machine. We have communicated via email for the most part, so there is some documentation of the little but of communication that has been provided.

  Business response

  08/18/2022

  We are in communication with customer and in the process of providing a new/upgraded finisher, cutter, and software at no charge due to the unavailability of part for the current installation.  The good news is that we now have the products in stock and available for delivery which we are in process of coordinating with the customer.   

  We will continue to monitor the situation through installation and ensure customer satisfaction has been met.

  Customer response

  08/23/2022

  We received an email on 8.18.2022 saying they had the parts and would call Friday (8/19) or Monday (8/22) to schedule delivery and repair. We did, in fact, receive a call on 8/19 but no date has been set up. We received one small box via *** but there has not been the promised communication regarding the large equipment delivery and install as promised. This is still not resolved and without an install date, not any closer to being fixed. 
  
  I emailed the technician and sales rep again this morning to request an actual date for service. 

  Business response

  09/14/2022

  Ricoh started working on resolving this customers cutter issue on June 1st. Ricoh service contacted the vendor, our reman team to see if we could repair the cutter. The cutter the customer has is aged and could no longer get parts. After Ricoh exhausted all efforts the decision was made to replace the cutter, software, and finisher at no charge to the customer - the cost to ******************** is $XXX. Due to supply chain issues it has been a long lead time to get the items . All items have finally arrived as of 8/18 and scheduling should begin shortly.

  
  

  Customer response

  09/19/2022

   
  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. The machine is finally working. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were leasing two copy/printer machines from Ricoh USA, *** directly. When Our lease ended, we returned the wide format printer to Ricoh. We have signed documentation from 11-5-2021 verifying they received the machine, and the other machine we kept on a month to month lease. The 11-2021 included the returned machine, as did the 12-2021 bill. Ricoh was contacted multiple times to correct the bill, but it was paid regardless, and they said they would correct the bill. 1-2022 the new office manager contacted Ricoh due to the bill being incorrect again. Ricoh told the manager not to pay the bill until it was corrected. Once the January bill was corrected the bill was paid. Beginning in February, Ricoh has constantly sent incorrect billing about the returned machine. They were charging for a machine (lease amount) and for printing, for a machine we did not possess. The manager has called multiple times, and sent the same verifying information regarding the return to multiple people within the company. All of whom swear they will get the problem corrected. It is July, and Ricoh has still not corrected the billing problem. Per the instructions in January, ****** Group has reached out to Ricoh to correct the bill so they can be paid. To date, Ricoh has done nothing to correct the billing issue, *************** Group has not made a payment for the lease since 3/22/22, and for printing since 4/6/22. As previously stated we have called multiple times and emailed the documentation at least 6 times since 11/2021 requesting this issue be taken care of. ******** time we contact they company, they claim the issue is resolved, and then yet again bill us incorrectly. In addition, no one ever seems to know what is going on with our account.

  Business response

  07/28/2022

  We are reviewing and will provide an update in the near future

  Customer response

  08/02/2022

   
  Complaint: 17601029
  
  I am rejecting this response because: They are still looking into the matter, and nothing has been resolved at this point. 
  
  Sincerely,
  
  *****************************

  Business response

  09/01/2022

  We are actively working towards a resolution

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