Complaints

This profile includes complaints for Canon I. T. S., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Canon I. T. S., Inc. has 13 locations, listed below.

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  Canon I. T. S., Inc.

  850 Greenbrier Cir STE K Chesapeake, VA 23320-2644

• 

  Canon Repair Department

  1440 Chase Avenue Elk Grove Village, IL 60007-4825

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  Canon Business Solutions

  880 Blue Gentian Rd Ste 100 Saint Paul, MN 55121-1670

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  Canon U.S.A. Inc.

  5701 General Washington Dr Alexandria, VA 22312-2408

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  Canon I. T. S., Inc.

  15955 Alton Pkwy Irvine, CA 92618

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:08/03/2022

  Type:Billing 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.

  On Jul 25, 2022, I purchased ***'s Club Item # XXXXXX Canon Model # *********** **** ******** Laser Fax Machine, *************** and ***'s Club Item # XXXXXX Canon Model # *********** ********** ********* Laser Printer were purchased under Order XXXXXXXXXX. When tested on August 2, 2022, ***'s Club Item # XXXXXX Canon Model # *********** ********** ********* Laser Printer, the wifi function would not operate; the drivers were general and not specific to the model and the USB function was removed after initial set up was exited because the driver set up would only refer to a model that was different than Model # ************ i.e. the driver software was manipulated during set up to deter operation of the device; I could not contact technical support using the Canon website after I successfully completed product registration and selected the live technical support link; and immediately thereafter my username and password **** no longer accepted to log into the Canon website. I was sold a product that was not ready for use once removed from the box, i.e. I could not rely on Canon to have ***'s Club deliver a printer in a box that I could connect via *** and immediately print.

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/09) */ Dear Ms. ******, The ******** should utilize the following technical support options: 1. Canon Community Forum: ******************************** 2. Canon Knowledge Base: ************************************************ 3. Canon Technical Support: X-XXX-XXX-XXXX. As always, we appreciate the opportunity to address our ********'s concerns. Sincerely, Canon ******** ********* Canon USA

• Initial Complaint

  Date:07/11/2022

  Type:Customer Service 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 have a non-working Canon mobile printer that is in need of either repair or replacement. First, I chatted with Canon's tech support and, in attempt to fix the error, went through some troubleshooting steps, which didn't work. So finally, I was told that I needed to replace the printer. Gave tech support my name, address, e-mail, printer's serial and a few other details. Then, as a preliminary requirement, I submitted for warranty validation a proof-of-purchase to Canon and patiently waited a few days for Canon's reply. When Canon replied, I was informed the submitted proof-of-purchase was no good and wasn't acceptable. Sitting, scratching my head, trying to figure why the submitted proof-of-purchase was denied, I asked Canon for an explanation, one which I did not receive. I then re-submitted the proof-of-purchase same results: claim and proof-of-purchase denied. I don't get it. Canon never at any time gave an explanation as to why it denied my proof-of-purchase, even after I made two attempts at submitting the proof-of-purchase. I want an explanation from Canon and a replacement printer sent to me, ****

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/15) */ Dear Ms. ******, Our proof of purchase team has already been in contact with the ********. The ******** can also utilize the following technical support options: 1. Canon Community Forum: ******************************** 2. Canon Knowledge Base: ************************************************ 3. Canon Technical Support: X-XXX-XXX-XXXX. As always, we appreciate the opportunity to address our ********'s concerns. Sincerely, Canon ******** ********* Canon USA Consumer Response /* (3000, 7, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This Canon represenative is lying. I submitted my proof-of-purchase two times and was denied both times, without a full explanation as to why it was denied. I even checked with tech support and was informed that the proof-of-purchase was denied. And they, too, could give no full explanation as to why the claim was denied. Along with this reply, I've attached a scrolling video recording of the back-and-forth e-mail correspondence between Canon reps and myself. In the recording, it clearly shows Canon not providing an explanation as to why my proof-of-purchases, submitted back in LATE June, were denied. And that's another thing: here it is now the middle of July and am still stuck with a non-functioning printer that Canon refuses to replace and continues to lie to keep from honoring its warranty.

• Initial Complaint

  Date:06/28/2022

  Type:Product 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.

  Transaction Date: 04/14/2022 Order: XXXXXXXXX This is in regards to a purchase of item " *** ** RFXX-XXXmm ** L IS *** Lens Kit" this item was not received by the ********. After seven attempts to contact the business over a two month period they finally responded stating, "we will not refund because we do not have the ability to do so, you may dispute the charge with your credit card company and we can then get your money back". However, the dispute was rejected by the business. Since the merchandise was never received by the ********, a refund of ********** the price of the kit including tax is the desired settlement. If this does not occur, the next **** will be legal action through small ****** ******

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/01) */ Dear Ms. ******, We have worked with the ******** and our carrier ***** and the claim has been denied. The ******** should file a Police report to aid in the recovery of the missing item. They report only receiving the RF XXX-XXX lens. The staff at the warehouse conducted an inventory check for that day and there were no discerptions. The weight of the container at each station was confirmed at *** lb. The RF XXX-XXXmm by itself is ****** The ******** did not report any tampering to the container when it was received. Based on these findings the claim was denied. The ******** has been advised to file a Police report and dispute this with their credit card company. As always, we appreciate the opportunity to address our ********'s concerns. Sincerely, Canon ******** ********* Canon USA Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, I have contacted my legal counsel and they have prepared the following statement: "Dear ****** USA, We are displeased to hear the refusal of refund of undelivered product(s)/service(s) after several requests. Our client, **** ********, has contacted Canon USA multiple times over multiple months concerning undelivered product(s)/service(s). All of the requested documentation, including, but not limited to, police report(s), receipt(s), tracking number(s), photo(s), statement(s), etc. have been provided to Canon USA. Under the Federal Trade Commission, and the Consumer Rights Act of ***** the retailer is responsible for the condition of any products until they are received by the ********. Liability lies with the retailer for the services provided by the delivery method chosen, and the delivery firm is not liable. The product(s)/service(s) were never delivered to **** ********. This is the final formal request for the amount of ********* for the undelivered product(s)/service(s)." Please understand this is the final request of refund for the product I never received, refusal of refund will result in legal action. Business Response /* (4000, 9, 2022/07/15) */ Dear Ms. ******, We have been working with ***** on a rebuttal and we will be reaching out to the ******** to provide support. As always, we appreciate the opportunity to address our ********'s concerns. Sincerely, ***** ******** ********* Canon USA

• Initial Complaint

  Date:06/10/2022

  Type:Delivery 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.

  I ordered a camera on Dec 15th, 2021 during their holiday promotion when camera was offered for a highly discounted rate. The original price of the camera was ******** with the discount our price was ******** On June 10th, 2023, after reaching out for support because we had not received the camera, we were told the price would not be honored and that they could offer us a *** discount on a different product instead. Order number was XXXXXXXXX. Our desired solution is delivery of the camera for the price it was purchased for.

  Business Response

  Date: 06/16/2022

  Business Response /* (1000, 5, 2022/06/14) */ Dear Ms. ******, Good afternoon. We will reach out to the customer to provide support. As always, we appreciate the opportunity to address our customer's concerns. Sincerely, Canon Customer Relations Canon USA Consumer Response /* (2000, 7, 2022/06/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) They fulfilled our order!

• Initial Complaint

  Date:06/01/2022

  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.

  Beginning 5/30/22 or 5/31/22, based on widespread reports online and my own personal experience, Canon pushed an update to their WiFi desktop printers which has rendered them unusable. The printer tries to power on, and after 10-20 seconds just powers right back down. Customers, like myself, reported this issue on Canon's public community support channel. There are numerous models affected, including my own - the ******* Not even 24 hours later, not only has Canon failed to acknowledge these issues, they today banned me from the community support page https://community.usa.canon.com/ altogether saying it was "for spam". I did not spam anyone. I have merely posted my own experiences with the issue Canon just caused and demanded a solution. This is false censorship and fraud as they are silencing the consumers they have damaged with this update. Canon needs to push out a fix for their corrupt update to fix all printers that were impacted by this, or they need to provide comparable replacements for all printers they just destroyed. They also need to restore my access to the community support page as it was wrongly terminated. I have attached a screengrab of my false spam banning from the community page as well as a screengrab of the ****** search results which will lead you to the community page complaint that is now flooded.

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 5, 2022/06/03) */ Dear Ms. ******, The customer can contact Canon technical support for support and guidance. Canon Technical Support: X-XXX-XXX-XXXX. As always, we appreciate the opportunity to address our customer's concerns. Sincerely, Canon Customer Relations Canon USA Consumer Response /* (3000, 7, 2022/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) More incompetence from Cannon. You want me to pay *** to contact support for an issue that you FINALLY recognized and put out a firmware update for last Friday (after I filed this complaint.) You also STILL have my IP FALSELY banned from the community support page "for spam". I have never spammed any community board. You just decided to censor complaints about the issue YOU caused. This complaint will NOT be resolved until you restore my access to the community support page, which I have a right to access as a Cannon consumer. Business Response /* (4000, 9, 2022/06/08) */ Dear Ms. ******, These issues can be addressed if the ******** calls our technical support. Canon Technical Support: X-XXX-XXX-XXXX. As always, we appreciate the opportunity to address our customer's concerns. Sincerely, Canon Customer Relations Canon USA

• Initial Complaint

  Date:05/31/2022

  Type:Product 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 sent my Canon 5D Mark III camera to the service center in Costa Mesa to get a new multi-controller button that came off the camera. The toggle still worked fine when I sent it to Canon and I only need the part. The service center quoted me almost **** for major work. I called and asked and got the quote that the button itself would be about ** cents. I asked for a callback from the service center. They called me the next day and refused to supply just the part and said the body required a whole back replacement because the button didn't work. I kept saying it worked fine and wanted to get the button only. I asked to escalate to a manager and was called later saying they refused to supply me the part while reducing the fee to whopping ***** I refused to the repair and received the camera back to day on May 31 and I tested the button toggle right away. It still worked fine. I am shocked by the greed this factory service center has shown me despite being loyal to Canon brand for over a decade. I only need ** part and was charged almost the price of the new camera to replace it. The repair number is RNGXXXXX. I had tried to call Canon for the part itself many times and didn't get to connect with anyone.

  Business Response

  Date: 06/13/2022

  Business Response /* (1000, 5, 2022/06/02) */ Dear Ms. ******, The cost is a flat rate repair for our customers. This charge was an Out of Warranty flat rate repair charge. This flat rate repair includes, all required repairs (parts and labor), the cleaning of the equipment and return shipping. We check all functions and repair to good working order under this rate. This also includes a six month limited warranty. As always, we appreciate the opportunity to address our customer's concerns. Sincerely, Canon Customer Relations Canon USA Consumer Response /* (3000, 7, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I only needed the part *** and Canon still insisted on **** markup for this. This is very greedy. I don't understand why Canon wants to waste the resources to replace something not needed like the whole back of the camera. Business Response /* (4000, 9, 2022/06/07) */ Please see my previous remark. Consumer Response /* (4200, 11, 2022/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have many Canon products like Canon C200, 3x Canon C100 Mark II, Canon 5D Mark IV cameras and almost a dozen of L series lenses. They will be the last of Canon I will ever buy because of Canon greed.