Complaints
This profile includes complaints for Xerox Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 72 total complaints in the last 3 years.
- 17 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/28/2025
Type: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 lease contract with Xerox. I notified our account manager on Monday that we needed toner supplies for our machine. I was advised that toner would be sent overnight. On Tuesday, I reached out (twice) because I did not receive a shipping confirmation and we are at a stand still until the toner is received. On Wednesday, I again reached out to supplies dept and our account manager to obtain some type of a response. Again, No response. We are now 4 days without use of the equipment (it is a multi function machine and I can't use any of the functions). I have been attempting to reach anyone at Xerox to try to get this problem corrected. Their "Customer Service" people can't transfer calls or provide contact numbers, only emails. All emails that have been sent remain unanswered.
Business Response
Date: 04/07/2025
Hello Ms *******, can you please let us know if this was resolved and if not a Serial Number or Customer number so that we may research.
Apologies for the issue you encountered.
Xerox.
Initial Complaint
Date:02/11/2025
Type: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.
Last year around May I voiced frustration with our account manager Erin K*****. My frustration was focused around the auto renewal of our contracts with Xerox and how no one had contact me around renewal time. She told me there was nothing she could do but assured me that if I sent a letter terminating services they would no longer auto renew. Our next contract is due to renew in March, and we have been unable to confirm that we have indeed been cancelled despite numerous attempts to contact the company. No one will return email communications within the company with the exception of a couple "I will look into it responses. Our company has zero intention of continuing business with Xerox/******/etc, and all I need is simply confirmation that my requests are being honored. ****** ***** ******** needs ALL contracts terminated at term end. No auto renewals will be honored as we have made numerous attempts to cancel the proper way, all of which have fallen on deaf ears. Thank youBusiness Response
Date: 02/11/2025
Hello Mr. Schmidt, sorry to hear of your frustration below regarding your request to terminate your agreement and confirm auto renewal status. Can you please provide a Serial Number / Contract number or Customer Number so we can research further?
Thank you,
Xerox.Customer Answer
Date: 02/12/2025
Complaint: ********
I am rejecting this response because: Attached is our most recent invoice. Let me know if this gives you the info you need to look our account up.I requested last year ALL services be terminated at term end. I am just looking for confirmation that has been done. I am not seeking any monetary compensation. We just need you to acknowledge that all our contracts with you will end at term end.
Sincerely,
***** *******Business Response
Date: 02/12/2025
Dear Mr. *******
Upon review of your account and in regard to contract termination we have validated that contract *******-02 has been terminated effective 2/20/25.
The invoice you sent over is valid based on the billing dates. The invoice is for the base period of 1/21/25 to 2/20/25. The contract shows that it was terminated effective 2/20/25.
We validated that you have 3 other contracts with us and thru a leasing Bank. They are listed below. In regard to renewal of your contract there needs to be written notice 90 to 120 days from the term requesting cancellation.
Below are the active contracts we have on file.
********************** ends in 7/9/25
************************** ends in 4/27
************************** ends in 4/27
Please let us know if this satisfies your response on your inquiry.
Thank you.Xerox
Initial Complaint
Date:01/29/2025
Type: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.
Xerox Financial is a scam. When you pay off your loan, they continue to withdraw payments until you are sent in circles to get it resolved. It is currently not resolved and they took out $1,200 payment for a product that is already paid off. Paperwork in hand. I have spent hours on the phone with customer service, they state that it will take 4-6 weeks for my money to be returned. They also have no answers to why the money was taken out.Business Response
Date: 02/11/2025
Hello *** ****r, sorry to hear of the issue you noted in your message. We have contacted our leasing team. It appears there was a disconnect in that the $11K payment made was not properly linked to the intended buyout. We have asked the team to take a look and will be in contact. Thank you, Xerox.Customer Answer
Date: 02/12/2025
Complaint: ********
I am rejecting this response because no one has been in contact accept to ask for another payment for the machine that is no longer mine. I received an email, and a letter stating my machine is passed due.
Sincerely,
******* *****Business Response
Date: 02/27/2025
Hello BBB team this complaint should remain open. We have contacted our leasing team they stated they would have the buyout applied correctly but we have not received confirmation.
Thanks
Business Response
Date: 03/12/2025
Hello Ms *****,
I would like to apologize for the delay in resolving your on your open BBB complaint.
Did you receive any additional communication from our leasing company regarding the application of your buyout payout?
Thank you,
XeroxInitial Complaint
Date:01/27/2025
Type: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.
Xerox fails to send their invoices consistently, so we often receive two months at the same time (in a single invoice). When they do that, they will include late fees for the invoice that never went out. Since the invoices include a per copy charge, there is no way to know how much the invoice is without actually receiving it (ie. we can't just pay the flat rate) and we are not allowed to set up ach payments because of not knowing the variable rate. This issue is so consistent, I think it is a business practice where they are driving a profit center of late fees. Most people don't complain, so they just keep raking it in. This case is meant as a warning to others about dealing with Xerox.Business Response
Date: 02/03/2025
Hello Ms ******, sorry for the issues noted in your message, we reached out to our leasing team and they confirmed the following.
---
Invoices are generated every month and emailed to ***********************************. That email was given to us on 3/21/2022 to send all invoices to.
All invoices are also available in the portal. Invoices attached for December and January. Dec 30th payment was made, but that was after the invoice was created. The Dec 30th payment included the Dec payment and the January payment.Please let us know if you have additional information.
Thank you,
Xerox
Customer Answer
Date: 02/03/2025
Complaint: ********
I am rejecting this response because: this doesn't address the issue which is that you do not email the invoices monthly, then you charge late fees for invoices not paid. We should not need to log in each month to download an invoice when we have selected to have them emailed to us.Please waive the late fees charged due to your failure to email out invoices.
Sincerely,
***** ******Initial Complaint
Date:01/13/2025
Type: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 was charged wrong bill due to wrong meter readings. Xerox was charging me for unconnected device and then charged me for very high prints count in 3 separate bills total $590.52 (invoices- *********, *******************) for customer# *********. Then they charged me $75 late fees on disputed bills. My actual meter reading was way less. Nelly M ******** and Uzair A F**** are employees of Xerox who promised me to get this removed if I send picture of meter prints. I sent them proof in email on Nov 21, 2024 in 2 separate mails. But after that email they both stopped responding to me. Xerox will keep calling me all the time now. This is accounting practice that Xerox is doing by charging customers more than meter by saying device is unconnected and then making up meter. When customer proves, they disappear. Xerox did same accounting malpractices in 2000 and paid $10MM to SEC. Customers need to come together against Xerox to stop this. I have been sending emails to them but no response and they keep adding late fees. I will need to send this to their CEO at one point if bill is not adjusted to $0 in 4 weeks.Business Response
Date: 01/15/2025
Hello Mr. *****, apologies for the issues noted below, we have these in process for correction based on the support you provided.
Thank you,
Xerox
Initial Complaint
Date:12/23/2024
Type: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.
In July 2020, I entered into an agreement with Xerox for a large copy machine. I terminated the lease on June 13, 2024, in writing and placed a stop payment on my business account. On 12/21/2024, I learned that Xerox slightly changed its vendor name to continue to bill my account. They fraudulently withdrew an additional $3,507.00 from my account after I terminated the lease and entered stop payment. I have addressed this issue with ***** *****, who placed an additional stop payment under the new name Xerox was using.Business Response
Date: 01/06/2025
Hello *** *********, sorry to hear of the issue noted in your message. Could you please provide an account number or Serial Number so we can complete additional research.
Thank you,Xerox
Customer Answer
Date: 01/09/2025
Complaint: ********
The Serial Number is: *****. My contract does not have a contract number and it does not include my customer number either.
Sincerely,
***** *********Business Response
Date: 02/03/2025
Hello *** *********, sorry for the trouble noted below, we are working with the leasing company to gain additional insight on next steps.
Thank you,
Xerox
Initial Complaint
Date:10/02/2024
Type: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.
Our company had a contract with Xerox for one printer and toner. We canceled the contract and returned the equipment in March 2024. We continue to receive bills despite (last bill is attached)confirmation from Xerox that our contract is canceled. Additionally, we receive monthly toner usage requests. I have spent HOURS trying to get help from Xerox.Business Response
Date: 10/16/2024
Hello Ms. ******, we asked our teams to review your account, and they confirmed the account is now closed and there are no open balances. Please let us know if you now see the same or additional reconciliation is required from your view.
Thank you,
Xerox
Customer Answer
Date: 10/16/2024
Complaint: ********
I am rejecting this response because why is Xerox sending invoices and requesting toner usage? The most recent bill - September 2024 - was attached to my complaint. We cancelled our contract in March 2024.
Sincerely,
**** ******Initial Complaint
Date:09/13/2024
Type: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.
Late fees drafted in error. We were advised they would be refunded and they have not been.Business Response
Date: 12/10/2024
Dear Client,
In regard to your invoice for late fees we have found that you short paid invoice# ********* invoice amount of $103.18 you paid $78.18 so the difference was $25.00 that was left on the account.
Since you short paid the invoice by $25.00 we accommodated the late fee against invoice number ********* so you were not charged and nothing was owed.
The other late fee invoice of $25.00 against invoice # ********* was not disputed thus was paid on 9/20/23 and close out However we have issued a credit of $25.00 to your account.
The invoice is dated 12/10/24 see below details.
INV# DATE XRX ORD AMOUNT
1 ********* 12/10/24 ******* 25.00CR
We feel this should resolve the raised issues, please let us know if you have additional questions.Thank you,
Xerox
Customer Answer
Date: 12/10/2024
Complaint: ********
I am rejecting this response because:Our letter addresses 2 charges that should have not been assessed. We were set up on auto pay.
The response addresses only one charge.
We requested refund for 2 charges - one SEPT 23/one DEC 23.
Sincerely,
************ ******* *** ***Business Response
Date: 12/12/2024
Date Sent: 12/12/2024 2:49:43 PMHello BBB,
On this inbound request we differ from the client response as we do not owe the additional $25.00 refund requested for December 2023. I understand they are on auto pay however they short paid an invoice by $25.00. Below are details of our findings:
invoice# ********* in the amount of $103.18 was invoiced however the client short paid the invoice by $25.00. They paid $78.18 so the difference was $25.00 that was left on the account.
Since they short paid the invoice by $25.00 we xerox accommodated the late fee against invoice number ********* they were not charged, and nothing was owed.
The account has no balance
We did however refund the September late charge that was paid, the refund details are below:
INV# DATE XRX ORD AMOUNT
1 ********* 12/10/24 ******* 25.00CRCustomer Answer
Date: 12/12/2024
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:09/05/2024
Type: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 came to the end of our lease agreement in July of 2024. In February I reached out with written notification that we were ending our partnership and I would need instructions on returning the unit. I have heard nothing. Since that time I have also sent several messages through their online portal support requesting the same thing. And they continue to charge me despite the fact that our contract has ended and I have notified them that I need to return the machine. This company has been an absolute nightmare to work with.Customer Answer
Date: 09/05/2024
Hello - when I messaged them that I was reporting this to the Better Business Bureau they sent me a return authorization. I am still waiting to hear back on the credit I am due. Thank you.Customer Answer
Date: 09/05/2024
Hello again - I just got an email back saying they are crediting me for the outstanding balance. You can close this. Amazing how quickly a company responds when you mention the BBB. Thank you.Initial Complaint
Date:08/23/2024
Type: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'm an IT consultant, have been one for 35 years.. I purchased a Xerox Versalink **** ******* *** ********* for a long time client. It began having intermittent paper jams within a week after installation last week of May 2024. Apparently this printer by default as an "on-site repair" warranty. Contacted Xerox, provided their support with the model/serial number, connected rep to printer remotely - they saw all the error codes in the printer's log. They created a case and setup an onsite service call. It took multiple calls back to find out when the tech was coming (days later), and nothing was done. Setup a second case, after a delay the replaced a couple parts, same issue. Called and setup a 3rd case, they ordered a new fuser assembly, it took 3 times for the correct part to arrive. The tech became non-responsive, so I went and replaced the fuser myself. Printer still jams - this is 3 months later back and forth. Was told by two different "supervisors" that they were going to schedule a tech (4th case number for same printer) to come out and recommend replacing the printer. A different tech finally came back, and said he couldn't do anything because he didn't see the jam himself. At this point it's been 10-12 hours of my time wasted, and many instances of time wasted by the client restarting failed print jobs. Supporting documents if needed would be emails between myself and the client. Case numbers are as follows: 1. ******** ** ******** ** ******** ** ******** All case numbers are for the same printer, over a period of 3 months for the same unresolved problem - intermittent paper jams.Business Response
Date: 09/05/2024
Hi *** *********** I understand our Technical Service team is working with you to resolve the issue. Sorry for the issue/s you have experienced with the device.
Thank you,
Xerox.
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