The copier leasing industry generates more business complaints per dollar spent than almost any other office equipment category. The combination of long contract terms, complex billing structures, and aggressive sales practices creates an environment where disputes are not the exception. They are practically guaranteed.
After analyzing hundreds of copier lease complaints filed with the Better Business Bureau, state attorney general offices, and online review platforms, these are the issues that come up most often, and the specific steps to resolve each one.
Complaint #1: Hidden Fees That Were Not Disclosed During the Sale
The most frequent complaint. Businesses sign a lease based on a quoted monthly rate, then discover additional charges for property tax pass-throughs, administrative fees, delivery and installation, network configuration, and supply surcharges that were never mentioned during the sales process.
Resolution: Request a complete fee schedule in writing before signing any lease. Ask the dealer to confirm in writing that the quoted price includes all fees. If hidden fees appear after signing, send a written dispute citing the original quote and requesting removal of undisclosed charges. Most dealers will credit undisclosed fees to avoid a formal complaint.
Complaint #2: Slow or Unresponsive Service
Your copier breaks down Monday morning. You call the dealer. Nobody shows up until Wednesday afternoon. Meanwhile your office is without printing capability for two and a half business days.
Resolution: Check your service agreement for specific response time commitments. If the agreement promises a 4-hour response and the dealer consistently fails to meet it, document every incident with dates, times, and the delay duration. After three documented failures, send a formal letter noting the pattern and requesting a service credit or contract adjustment.
Complaint #3: Aggressive or Deceptive Sales Tactics
Sales representatives who misrepresent lease terms, promise features the equipment does not have, or pressure businesses into signing before they have read the contract. Some dealers use a bait-and-switch approach, quoting one machine during the sales process and delivering a different (cheaper) model.
Resolution: If you believe you were misled about the terms of your lease, you may have grounds for rescission (cancellation) based on fraudulent inducement. Contact your state attorney general’s consumer protection division and file a complaint. Keep all sales materials, emails, and notes from your conversations with the sales representative.
Complaint #4: Auto-Renewal Enforcement
Businesses discover their lease has auto-renewed for 12 to 24 months because they missed the cancellation notice window. The leasing company demands full payment for the renewal period.
Resolution: Check whether your state has enacted legislation limiting auto-renewal enforcement on commercial leases. Several states now require leasing companies to provide advance notice before an auto-renewal triggers. If your state has such legislation and the leasing company did not provide notice, the renewal may not be enforceable. Consult a business attorney.
Complaint #5: End-of-Lease Surprise Charges
When the lease ends, the leasing company bills for equipment return shipping, “excess wear and tear,” restocking fees, and final meter reconciliation adjustments that total $1,000 to $3,000 or more.
Resolution: Before returning equipment, photograph the machine from multiple angles and document its condition. Request a written explanation of every end-of-lease charge. Challenge any charge that is not specifically listed in your lease agreement. “Excessive wear” claims are particularly subjective and often negotiable.
Complaint #6: Equipment That Never Worked Properly
The copier had recurring problems from day one, and the dealer could never fully resolve them. Despite months of service calls, the machine still jams, produces poor quality output, or crashes regularly.
Resolution: Document the equipment failures and service history. Some states have “lemon laws” or implied warranty protections that apply to commercial equipment leases. Request a replacement machine under your service agreement, and if the dealer refuses, escalate to the manufacturer’s dealer relations department.
What Most Guides Miss: The BBB Complaint Leverage
Filing a Better Business Bureau complaint is not just about getting a resolution. It is leverage. BBB-accredited copier dealers pay annual dues and depend on their rating for credibility. When you file a BBB complaint, the dealer receives a formal notification and has 30 days to respond. Most dealers will offer a meaningful resolution at this stage because an unresolved BBB complaint damages their rating permanently. File the complaint, then call your dealer and let them know you have filed it. The combination of formal documentation and direct communication is more effective than either approach alone. For a deeper look at costs that catch businesses off guard, see our copier lease hidden fees guide, and learn your exit options in our early termination cost breakdown.
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