Business Profile

Copiers

Ricoh Americas Corporation

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Ricoh Americas Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:04/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 a camera which was misdelivered. Reached out to the distributor who refused to open an investigation or assist further, simply claiming it was delivered and they could not due anything.
Business Response
Date: 04/24/2025
Very sorry to hear about the experience with the camera. Unfortunately, Ricoh cameras are not provided by Ricoh USA. Ricoh/Pentax cameras are provided and supported by Ricoh Imaging and therefore the complaint should be redirected to that company. We are separate entities and companies of Ricoh RCL.
*****************************************************************************
Initial Complaint
Date:04/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Bought printer 02/02/2025 from ******, it never worked right, but Ricoh Told me it's not under warranty since I bought it from ******
Business Response
Date: 04/22/2025
Hopefully this issue has now been resolved as the customer was speaking with someone from "********************" when we called to advise.
Unfortunately, Ricoh USA doesn't support or sell the Ricoh C 125MF. That product is sold and supported by PFU (a Ricoh company) which is not part of Ricoh USA, it is a different division of Ricoh RCL.
BBB, please reassign this to Ricoh PFU. Below I have provided links to information on PFU.
******************************************
*****************
*********************************************** 240 ****************, CA ********;95054
Tel: **************
Initial Complaint
Date:07/24/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 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.
Customer Answer
Date: 04/11/2024
Good evening, we are looking for Richoh USA Sales. My apologies.
Business Response
Date: 07/25/2024
This has already been addressed in a previous complaint, please review Consumer Complaint #********.
Customer Answer
Date: 07/25/2024

Complaint: 21449538

I am rejecting this response because: Waiting on Ricoh to respond to complaint I believe? Since my original complaint I have learned it was told they somebody came several times to pick up the printer and they were refused entry to the building. This absolutely has never happened, if possible, I would like to know the address they went to as well as who refused to let them pick up the copier. Thank you for your help.

Sincerely,

Teaslea **********
Business Response
Date: 07/31/2024
Nothing has changed since the last complaint. Asset was not removed due to customer refusal to sign the **** (authorization form).
Please reference prior complaint.
Customer Answer
Date: 07/31/2024

Complaint: 21449538

I am rejecting this response because: The pickup was not signed because they contract was like it was renewing and we did not want to renew anything, nor did we want additional fees for picking up the printer. We did point this out via emails. If they want to send a pickup form with no additional fees attached, we will be more than happy to sign it. Also, we sent our address for the pickup because we were also told they could not find us.

Sincerely,

Teaslea **********
Business Response
Date: 08/08/2024
This was responded to on July 31st..
MESSAGE FROM BUSINESS:

Nothing has changed since the last complaint. Asset was not removed due to customer refusal to sign the **** (authorization form).
Please reference prior complaint.
Initial Complaint
Date:05/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 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
Date: 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
Date:04/30/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
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
Date: 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 Answer
Date: 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
Date: 05/06/2024
The contact is being enforced as written and executed via signed agreement.
Customer Answer
Date: 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
Date:04/16/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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 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
Date: 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
Date:10/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:05/01/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
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.
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
Date: 05/05/2023
Credits have been applied and Return Instructions provided to the customer.
Customer Answer
Date: 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
Date: 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 Answer
Date: 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
Date:08/26/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 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
Date: 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
Date:08/15/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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,

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

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Ricoh Americas Corporation is NOT a BBB Accredited Business.