ComplaintsforDe Lage Landen Financial Services, Incorporated

• Initial Complaint

  06/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a contract to lease a printer contract number. ************. I no longer need this printer and would like to end this contract. When i talk to De Lage one person tells me i can get a buyout number the next person says the contract is noncancelable. Never heard of this. I am getting the run around for them. I just want to end this no longer need the printer. ********************* ************

  Business response

  06/30/2023

  June 30, 2023 
  Dear *** *******: 
  Claimant entered into a Cost Per Copy Agreement with De Lage Landen Financial Services, Inc. for the lease of a ***** **** printer/copier. The Agreement commenced December 21, 2022 and does not expire until December 20, 2027. Claimant states that he no longer needs the equipment and wants to cancel the contract. Immediately above *** *******'s signature on the Agreement, it clearly states, "You agree that this is a non-cancelable CPC agreement." 

  Since the contract does not expire until 2027, claimant would need to pay the remaining amounts due as well as any additional charges that may be due. Claimant called in to DLL on June 14, 2023 and spoke to a customer service representative who advised *** ******* needs to contact his original vendor regarding a buyout and provided the phone number. The vendor will provide the early buyout quote to the customer. 
  

  Please do not hesitate to contact me should you have any further questions. 
  

  Sincerely, 
  Senior Paralegal 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 14, 2023, 6 days ago, I entered in an agreement with De Lage Financial Services Inc,s **************, on a *** 770 Wide Format Plotter Contract #: ***-********, 60 month lease supplied by ************************** located at ********************************************************************************* **************. I informed them that we do high volume printing due to the nature of our business. The schedule deliver was late on arrival, because they informed us that the product needed updated with the latest firmware. We informed them that the plotter is broken and we cannot print more than one page without ink streaks all over the other plots which is unacceptable to state agencies we work with presently. We now have repeated asked them to remove the plotter from our premises, and cancel the lease since we are not losing money and our blue print production is down. At this point the situation remains unresolved and their vendor is not taking our calls.

  Customer response

  02/22/2023

  From: ******* ******* <*********************>
  Date: Wed, Feb 22, 2023 at 3:47 AM
  Subject: Re: Termination of Lease Agreement #: 500-50477666, BBB Complaint #:********, and return of 5D Architecture and Engineering, PLLC *** **** Plotter
  To: *********************** <*******************************>, ********************************* <*********************************>Cc: [email protected] <[email protected]>, ************* <******************>
  

  ****,

  Return our *** ****. I explained to you that we do high volume printing. I have correspondence with ****, that the reason the machine was delayed was that your office had to do firmware updates. This was never done before this broken machine got to our office. The printing software drivers have slowed down the office computers, that was installed on 2/13/2023. That *** *** is broken. We did not sign a lease for, and to receive a broken machine. You have until Friday to return our *** **** and remove, your broken machine from the premises. This process is a nightmare at this point, I am moving forward, and this is unfair to us. Our clients would not accept the prints from your machine. You gave us someone else's broken plotter, that you removed from another office, and did not have the common curtesy to follow up, and see if it worked, before you slept it over to our office. No body does business this way, this is insane. This explains, why the delivery of the broken machine was late. 

  Regards

  
  5D Architecture and Engineering, PLLC
  ******* ******************, P.E., SCT
  President / CEO
  ************************* SIDA Badging Supervisor

  PANYNJ|*****| Greater Niagara Falls DBE Certified

  *** DOB Site Safety Supervisor
  MTA *** Track Safety Certified
  FAA FTN: ******** - Small ***************** Systems Licensed Remote Pilot
  FAA FTN WAIVER - ******, " Operations Over Human Beings"
  ***/***/SUFFOLK COUNTY MBE Certified
  PANYNJ MBE* SBS Certified
  DASNY MBE Certified
  *** Certified ************************* (License #: *******
  ******* & ** Certified
  *** *********** Superintendent Certificate
  *** General Contractor ( License # *******
  *** Certified Expeditors ( NYCDOB  Barge #: ******)
  5D Architecture and Engineering, PLLC
  *********************************************

  Queens ** 11563
  P. ************ ******** **** *** F. ************
  C. ************
  Email. *********************

  From: *********************** <*******************************>
  Sent: Wednesday, February 22, 2023 3:12 AM
  To: ******* *******
  Cc: [email protected]; *************
  Subject: Re: Termination of Lease Agreement #: ************, BBB Complaint #:********, and return of 5D Architecture and Engineering, PLLC *** **** Plotter

   

  ******************,

  
  

  It was only until yesterday that you told us that you were having issues with the machine which was delivered to you over a week ago.  We offered to send ************** yesterday and you refused.  This only came about when we reached out to you as the 2nd machine you ordered from us was scheduled and delivered to your location yesterday.  Before the delivery you and I spoke about the machine having lines on the copies and I told you we will take care of it. To that point you pushed on us to have the machine taken out of your premises and have it fixed and return it back when done or with another replacement it is not our normal practice as this was the first service call we received from you, and this is only when we called you for the 2nd machine delivery and installation to find out about the first machine.

  
  

  Again, I accepted all your conditions you and I both agreed.  When you received the 2nd machine yesterday and after full installation, you refused to sign the new paper work and told us unless we pick up the the first machine and cancel the lease then and only you will sign the lease agreement, which is totally unfair we had to remove the 2nd machine after a full day of making all the necessary arrangements and furthermore after speaking to you ahead of time.  You made us go through all that work and what we agreed upon, you refused to sign the paper work.

  
  

  We have not refused service as mentioned it was only until yesterday we found out that the machine required a service call.

  
  

  Please let us know when can we get a Technician over.

  
  

  Thank *********************************************************** Solutions Corp.

  Office: ************

  Mobile: ************

  
  

  Sent from my ******

  
  

  On Feb 22, 2023, at 12:01 PM, ******* ******* <*********************> wrote:
  
  

  Attn: De Lage Landen Financial Services, and ASR Office Solutions,

   

  See attached termination lease agreement letter, and BBB Bureau Complaint #: ********. Remove the broken *** *** plotter and return our *** **** plotter from our office within 48 hours, by 2/24/2023 from and to our office and billing address located at ***************************************************************************. Letters will be sent certified mail receipt to your offices. 

  Regards

  
  5D Architecture and Engineering, PLLC
  ******* ******************, P.E., SCT
  President / CEO
  ************************* SIDA Badging Supervisor

  PANYNJ|*****| Greater Niagara Falls DBE Certified

  *** DOB Site Safety Supervisor
  MTA *** Track Safety Certified
  FAA FTN: ******** - Small ***************** Systems Licensed Remote Pilot
  FAA FTN WAIVER - ******, " Operations Over Human Beings"
  ***/***/SUFFOLK COUNTY MBE Certified
  PANYNJ MBE* SBS Certified
  DASNY MBE Certified
  *** Certified ************************* (License #: *******
  ******* & 30 Certified
  *** *********** Superintendent Certificate
  *** General Contractor ( License # *******
  *** Certified Expeditors ( NYCDOB  Barge #: ******)
  5D Architecture and Engineering, PLLC
  *********************************************

  Queens ** 11563
  P. ***/***/***/ ******** Ext. ***
  F. ************
  C. ************
  Email. *********************

  Business response

  03/10/2023

  
  
  March 10, 2023
  
  
  Dear *** *******:
  
  Please be advised that DLL is in receipt of the above referenced complaint.  Complainant states that the equipment is not working properly and therefore he refuses to make any payments and wants the contract cancelled.   DLL provided the financing only for the contract and is not responsible for the status of the equipment.   Furthermore, Section 2 of the Lease Agreement states “Your obligations are absolute, unconditional, and are not subject to cancellation, reduction, setoff or counterclaim.  Additionally, immediately above the Lessee’s signature, it states “You agree that this is a non-cancelable lease”.
  
  It is our understanding that the vendor, *** ****** *********, has been trying to resolve the issue with the Lessee but Lessee has been unwilling to work with the vendor and continues to demand that the contract be cancelled, which is not reasonable. 
  
  As noted above, and as agreed upon by Lessee when he signed the contract, the Lease is non-cancellable and all payments are due.  Failure to make payments will cause the contract to go into collections. 
  
  Please do not hesitate to contact me should you have any further questions.  
  
  
  Sincerely,
  
  ******* ******
  Senior Paralegal
  
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Invoice number ******** Due date: 10/01/2022 Contract Number: ******** Invoice date: 09/10/2022 I paid the termination and return shipment fees. The equipment is scheduled for return. I still receive invoices. This is a scam

  Business response

  10/06/2022

  October 6, 2022 

  Dear *** *******: 

  Please be advised that DLL is in receipt of the above referenced complaint. Complainant states that he paid the termination amount and returned the equipment but has continued to receive invoices from DLL. The equipment return payment was applied on September 12, 2022. By this time, the invoice due October 1, 2022 (Invoice #********) had already been issued. Claimant contacted DLL on September 14, 2022 and advise the invoice had been received and we immediately voided it. No futher payments are due from claimant as the account has been paid off. 
  Please do not hesitate to contact me should you have any further questions. 
  Sincerely, 
  Melissa Q***** 
  Senior Paralegal

  Customer response

  10/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are renting a color copier from *** ****. They use Lessee Direct for the payments. EVERY month they say our payment is late. It doesn't matter when I sent the check, they always say they received it after the due date. I call them almost every month. Last month's payment shows that they accepted the bill payment on our end, but Lessee Direct claims they never received it. In July I called and a representative, Ryan, found the payment and credited our account. in August the representative I spoke with said they don't have the money and I didn't pay it. I had my *** **** rep call them and work it out. They *** **** rep said they received my August payment. I tried to pay my bill for this month, due on 9/1, but when I go to my online account, there is not a way to pay it. You have to log onto another website to make a payment. However, that website doesn't recognize your log in or your contract number, so you cannot pay. I tried to call and make a payment, but they don't accept credit cards and they will only accept ACH, which takes 1-2 days to process. They told me I owed last month's amount as well, even though *** **** told me that Lessee Direct said they had the payment. And you cannot change the amount you want to pay. So, late again. No matter what you do, your payment is ALWAYS late. It smells like a scam.

  Business response

  09/21/2022

  September 21, 2022

  Dear *** *******:

  Please be advised that DLL is in receipt of the above referenced complaint.  Claimant states that no matter when they make a payment it is always late.  A few general points before going into specifics:

  1) Our website does offer to change the amount you want to pay.

  2) An ACH payment takes 1 - 2 days to process from our website OR the phone system, but our system does by the date the payment was submitted, not the date it is pulled from our customer's bank account.  

  3)  If the customer has difficulty logging into their account, we offer "Make a One Time Payment on our website that does not require login information.  The customer also has the option to call our customer service line at 1-800-736-0220 and make ACH payments through the automated system OR have a live customer agent assist (M-F 8:30 am - 7:30 pm EST)

  4) Physical checks in the mail are cashed the same day it reaches our PO Box.  If checks are not mailed in a reasonable amount of time for us to receive payments by the due date, that falls on the customer.  

  5) The contract states that if a payment is not made by the due date, the account is subject to late fee(s).  

  Specifically, for the most recent payment, the customer initiated payment on September 2, 2022 through our Website, but the payment was due on September 1st.  The was also right before a holiday weekend and therefore the bank did not process the payment until September 6th.  Regardless, the payment was made after the due date.

  Attached is a list of all payments received, which includes the date on the check, date on the envelope, due date and date received.  Everything in red is a late payment.  We cannot account for delays due to USPS.

  Please do not hesitate to contact me should you have any further questions. 

  Sincerely,

  Melissa Q.

  Senior Paralegal

• Initial Complaint

  04/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/12/2021 I received an email for an upcoming invoice. Contacted DLL that this does not belong to us. The company listed on the invoice has a name that is similar to a company associated with our address but it is not the same company nor is the address the same. Once is an  LLC and one is an LTD. Was contacted again on 3/17/2021 by ********************* in AR to make a payment, again responded that we are not associated with the company they have listed on the invoice. On 4/7/2021 I received a phone call and explained again we are not associated with them and followed up with an email to the Collections department.  4/13/2021, received another email for payment, responded to Invoices, Collections and ********************* to stop sending this to me and to remove me, as I was told on the phone they were doing. On 4/13/2021 was informed by ******************************* that we would be removed from the account. A year later started receiving emails and phone calls for this invoice. I contacted them at least a dozen times via phone and email. Once again, on 3/28/22, was told by *************************** that we would be removed. Received more emails about paying this. I responded again that we are no affiliated with this company in any way and was told this was resolved. I did a ****** search for them on the company and told them if they did that they would KNOW we are not the same company. One is a LLC and one is LTD. The LLC is whom they're trying to collect from and the LTD is associated with my company. Today, 4/13/2022, received another email and told them I was filing a complaint since they cannot resolve it any other way.

  Business response

  04/28/2022

  April 28, 2022 
  Dear *** *******: 
  Please be advised that DLL is in receipt of the above referenced complaint. DLL entered into a Loan & Security Agreement with ****** *********** *, LLC for the lease of a Case Backhoe on September 14, 2017. According to the Agreement, ****** is located at ** ******** **** **., Boerne, TX *****. When said Agreement became delinquent, DLL contacted the customer regarding the past due amounts. I am a little confused at the complaint. Is *** ********* claiming that she has her own company in the name of ****** *********** that is located at ** ******** **** **. but this is not her company? She referenced an LLC and Ltd. multiple times in here complaint. Is her company the Ltd.? 
  Attached is a copy of the Agreement. Can claimant please confirm that this is not her company, no one from her company signed the contract and they are not in possession of this equipment? 
  Any more clarifying information claimant can provide regarding the relationship between the entities would be helpful. She mentioned several times that the ****** *********** we are trying to contact is associated with her company but they are not the same. 
  Sincerely, 
  

  Melissa Q.

  Paralegal 
  

  
  

  Customer response

  04/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 17022685
  
  I am rejecting this response because: I have had to explain this far too many times now.  I, ***********************************, work for *************************** located at *********************************************************************** and my email is *************** The Owner of *************************** is ************************* and also owns ****** Investments LTD.  Neither ***************************, myself, ************************* or ****** Investments LTD are associated with contract 100-10156579 nor are we associated with ****** INVESTMENTS INC nor are we associated with the address ********************************************************* 78006.  Your response did not have a copy of any agreement.
  
  
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  Business response

  05/06/2022

  We have noted our system to reflect that your company is not associated with our customer and that our collectors are not to use the email address ************* to contact regarding delinquency.  

  Thank you. 

  Customer response

  05/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the email you have noted in your response is not correct.  It should reflect **********************. Thank you.
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  03/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is in regards to service at The ******** at ****************** in Columbia MD. The Community Manager contacted De Lage on December 2, 2021 in regards to obtaining and processing outstanding invoices. ******** ************ responded on December 6th asking what information was needed from them to be compliant in our billing system. The manager provided the info (email communication attached) and there was no action or response since then. A letter was then received February 15th about the account going to collections and there was no option at that point to pay the outstanding invoices or any further communication for that matter. Now the account is being required to be paid in full, but without a detailed invoice stating what the payment would cover. We do not feel that the collection default payment is feasible considering the attempts to pay. We would like De Lage to update their account with our compliance system so we can pay the outstanding amounts and continue to pay per the agreement. *********************************** acct265954 Contract# ********

  Business response

  03/24/2022

  March 24, 2022 
  

  Dear *** *******: 
  

  Please be advised that DLL is in receipt of the above referenced complaint. Complainant entered into a Rental Agreement with DLL on April 23, 2018 and said Agreement was set to expire July 22, 2023. Complainant contacted DLL in December 2021 regarding the receipt and processing of invoices and advised they needed DLL to be compliant with the ********* system. At this time, complainant was already five months delinquent as their last payment was made in July 2021. Our records show that on December 6, 2021 DLL emailed copies of the outstanding invoices to ******* ****, with a copy to complainant, *** ****. *** **** was later advised that DLL is not set up on the ********* system. Complainant disputed that as they found our name in the system but not all information was provided so DLL was listed as not compliant. 

  DLL receives many requests from customers asking us to register on various websites, portals, etc. Unfortunately we are not asked to do so in most cases until well after the lease has commenced and payments are already past due. DLL requires additional details to be provided in order to determine what the purpose of the registration is, which we seemingly were unable to obtain. Just because someone may have previously registered DLL does not imply that we should continue to register without review. Our position is that we will register when warranted, and only after a due diligence process is completed. The mutually signed Rental Agreement does not include stipulations that DLL is required to complete registration in a customer platform or third party system. DLL provided the customer with copies of the invoices to which they could have uploaded into the system internally. The documentation does however, obligate the customer to make all payments timely. 
  

  The customer claims they stopped making payments because they were awaiting a response from DLL. This could not be true since they stopped making payments in July and did not contact DLL about the ********* system until December, when they were already significantly delinquent. Payments do not stop being due because you are awaiting information. 
  

  Due to its delinquency, the account was sent to a collection agency to pursue collection. Complainant is aware of the amount due to close the account. 
  

  Please do not hesitate to contact me should you have any further questions. 
  

  Sincerely, 
  

  Melissa Q.

  Senior Paralegal 

• Initial Complaint

  02/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  De Lage Landen Financial Services is not allowing me to cancel the ***** Copier lease agreement. Even though it expired, they automatically locked me into another 12 month agreement without my consent or approval. When I asked to cancel, they sent me a bill for $964.22. They are still not allowing me to cancel the lease agreement despite all my attempts to cancel by phone and e-mail and even cancellation letter I sent them. I would like this business to be contacted to cancel the contract lease agreement I am attempting to cancel. All documents and evidence is attached. They will not answer my e-mails or call me back. Thank you,******** ******** **** ********* 

  Business response

  03/04/2022

  March 4, 2022

  Dear *** *******,

  Please be advised that DLL is in receipt of the above referenced complaint.  Complainant entered into a Lease Agreement ("Lease") with DLL on July 2, 2018,  a copy of which is attached.  Complainant further states the Lease was renewed without his consent.  

  Section 9 of Lease states that the term will be automatically extended for consecutive 12-month terms unless written notice is provided to us at least sixty (60) days but not more than one-hundred twenty (120) days before the end of any term.  Accordingly, the cancellation letter was due between March 3, 2021 and May 2, 2021 but was not received until February 2, 2022.  Therefore, the Agreement went into renewal.  Complainant signed the Lease and is responsible for the understanding its terms and conditions.  

  The Lease was to renew through July 2022 but DLL offered a reduced buyout amount through April 2022 in the amount of $964.22.  Our system shows that payment was made via check #****. We believe this matter to be closed. 

  Please do not hesitate to contact me should you have any further questions. 

  Sincerely 

  Melissa Q

  Senior Paralegal 

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In October of 2018 I signed a 48 month lease with 48 equal payments of $298. Sometime during 2020 they started billing around $200 per month. I called to see if I was paying what was due and they said yes. Then I got a bill for $1,000, I called Lessee direct and no one could tell me what it was for. Then eventually they said it was for underpayment while they were charging me $200. I asked for a breakdown of bills/invoices which I have still not received. Now when I log into my account it shows that I still owe $1000+ and now my bills are about $332 and I'm signed up for a 60 month lease. I call and no one can answer why. I've requested multiple times for someone to look into it and get back to me. And no one has.

  Business response

  02/17/2022

  February 11, 2022

  Dear *** *******:

  Please be advised that DLL is in receipt of the above referenced complaint.  Complaint entered into a Premier Advantage Agreement with ****** ******* on October 18, 2018 for a 48 month term with a monthly payment of $298 per month.  On November 7, 2018, claimant resigned the same contract, but this showed a change of the term to 60 months and a new monthly payment of $311.99 per month.  Said contracts were subsequently assigned to DLL.  

  In January 2020, DLL rebooked the contract as part of a vendor related project and removed the service portion of the monthly payment.  This rebook reduced the monthly payment on the contract.  It was later discovered that this rebook was done in error and the service portion of the payment needed to be added back to the contract.  DLL then billed the customer for those back payments.  

  DLL is in the process of rebooking the contract back to its original 48 months at its original monthly payment.  The past due balance for the incorrect booking is still due.  

  Sincerely,

  Melissa Q.

  Paralegal

• Initial Complaint

  09/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our contract with this company clearly states that the monthly billing amount is $979 a month, but they continue to bill us at $999 per month and despite asking many times they refuse to correct it.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered into a contract with De Lage in August of 2019 to finance the lease of a copier (contract number ********). It was a 39 month contract. My business was closing at the beginning of August, so I reached out in July to pay out the contract and return the printer. De Lage sent a "buyout quote" that required I pay out the remaining value of the lease AND purchase the printer at their valuation. I called on 8/18. The person I spoke to emailed me a "workout" form, but also said he submitted it on my behalf. After no contact for a week, I replied to the contact person, with no response. I then filled out the workout form directly with comments, and STILL have not received a response. I cannot check out of my old office, close my books, and shut down my business. Expecting me to pay almost twice the value of my contract to terminate early is absurd and unjust enrichment. I am willing to pay the value of the contract, but not more.

  Business response

  09/03/2021

  September 3, 2021

  Dear *** *******:

  Please be advised that DLL is in receipt of the above referenced complaint.  We believe this matter is already in the process of being resolved.  The above referenced Lease Agreement commenced August 12, 2019 and expires November 11, 2022.  Complainant states that she is trying to dissolve the business and wanted to pay out the remainder of the contract and return the equipment.  Paying out the remainder of the contract includes any past due payments plus all future payments, including the service portion that was included in the monthly payment, through the end of the lease term, plus any additional charges such as property taxes.  A quote to purchase the equipment was sent to Complainant in error.  

  A new buyout quote to return the equipment was sent to Complainant on August 30, 2021.  Please see attached email in which Complainant seems satisfied with the result and states she will forward payment.  Therefore, we believe this matter is in the process of resolution.  

  Please do not hesitate to contact me should you have any further questions. 

  Sincerely, 

  Melissa Q. 

  Paralegal

  Customer response

  09/04/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  I have received the response. It indicates I am responsible for the service portion of the contract, though the separate company responsible for the service has relieved me of that obligation. However, that was resolved directly with DLL and I accepted their newest quote. I have mailed payment and believe this matter has been resolved at this point. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********

*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. ↩