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Complaint Details
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Initial Complaint
06/10/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am writing to formally lodge a complaint against Quadient Inc. due to ongoing billing issues despite the cancellation of my contract with them. On December 20, 2023, I canceled my contract with Quadient Inc. immediately after receiving a postage meter. The cancellation was due to the poor quality of the machine, which continually crushed my mail pieces, rendering it unusable for my business needs. Despite returning the machine and canceling the contract, I have continued to receive invoices for the past six months. I have contacted Quadient Inc. on several occasions and spoken with different representatives who assured me that the contract was canceled and that I should not owe anything anymore. They had me fill out a form multiple times, which I completed each time, and they again assured me that I would no longer be receiving bills. However, I continue to receive invoices. This ongoing issue has caused significant frustration and inconvenience. I have done everything within my power to rectify the situation, yet the company persists in billing me for services that were canceled in December 2023. Following are the names of some of the Quadient employees that I have had communications with: • Nayan P**** (Sr. Acquisition Sales, Quadient Direct), ******************** • Mike W***** (Customer Service Rep), ********************* • Lee S****** (Customer Support Advocate), ********************** • Zelia M****** (Postage Administration Representative), us.*********************> Thank you for your attention to this matter. I hope that with your intervention, this issue can be resolved promptly and they will cease sending invoices as promised.
Business response
06/18/2024
Hello *****,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
I confirmed your contract has been terminated. You will not receive any further invoices. Your account reflects a $0.00 balance and is now closed out.
If you have any questions, please reach out to me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
05/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We cancelled postage services in February on letterhead per cancellation policy. Letter attached below. Last bill for machine and postage were paid in full and equipment was sent back immediately. They continue to take $752 auto draw out of our account, We have had to stop payments on the last two and have notified the bank these are unauthorized charges. I am locked out of the account so I am unable to stop the auto withdraw on that end. They assure me every month it will not happen, yet I just got another email saying they are taking it out again in June. In the mean time while they are charging us monthly, they sent us a refund check for $752. That check was NOT deposited. It was returned to the company weeks ago. When calling this morning, they said the refund check will be applied to the account tomorrow, (they have had it for 2 weeks) and then our account will be considered closed. They are literally stealing from us and I have no way of stopping it!Business response
06/04/2024
Hello Lisa,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
Due to the timing of the stop payment issued with your bank in April, and the timing of the refund check, an open balance was left on your account. The refund check has been voided, and the funds have been applied to your account. Your account now reflects a balance of $0.00. Automatic payments will not trigger since there is no longer an open balance on your account. The recurring payment that was scheduled for June has been cancelled.
If you have any questions, please don't hesitate to reach out to me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
05/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am submitting this complaint due to the unsatisfactory service provided by Mr. Brandon C*******, an employee of Quadient, and to request a formal confirmation of my contract cancellation with your company. After entering into a contract, I expected a level of professionalism and responsiveness in keeping with Quadient's industry reputation. Unfortunately, my experience has significantly fallen short of these expectations. Mr. C******* repeatedly failed to return my emails and phone calls, which not only caused frustration but also severely disrupted my operational planning. The most concerning incident occurred today when I contacted Mr. C******* to inquire about the status of a tracking number for an order. To my dismay, he claimed there were no updates and abruptly stated he would cancel the order before unprofessionally ending the call. This behavior is both surprising and indicative of a fundamental lack of customer service standards at Quadient. As a result of these experiences, I have decided to terminate my business relationship with Quadient. I am now requesting a formal confirmation that my contract has been canceled effective immediately. I had high hopes for our business partnership; however, it is regrettable that it has concluded under these circumstances. I trust that this issue will be taken seriously and that Quadient will implement necessary measures to address these shortcomings within your team. I expect a prompt response to this complaint, confirming the cancellation of my contract.Business response
05/22/2024
Hello ******,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
Your cancellation has been processed. If you have any questions, please don't hesitate to reach out to me directly at *******************
Sincerely,
Kimberly A**Business response
05/22/2024
Hello ******,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
Your cancellation has been processed. If you have any questions, please don't hesitate to reach out to me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I've had a postage meter for years with Quadient. I've tried on multiple occassions to cancel my contract and return the meter. I'm always put on hold to get to customer service, then on hold waiting for the cancellation department. After long waits, I'm disconnected. This has happened mutliple times. I'm retired and no longer need the unit!Customer response
05/14/2024
Quadient finally responded and is starting the cancellation process. It will still be 6-8 weeks before it will be rectified. Thank you!Initial Complaint
05/09/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I cancelled my lease with Quadient Leasing in the appropriate timeframe prior to the renewal of my lease. The contract says that: Upon the termination of this Lease You shall, after receiving an Equipment Return Authorization (“ERA”) number from Us, promptly send such Products, at Your expense plus shipping and handling costs, to any location(s) that We designate within the contiguous United States. I received an Invoice seeking $350.00 in shipping and handling charges for the return of my meter. Without paying that astronomical shipping and handling charge, a return label will not be created. This price was not disclosed in the contract or at any time prior to the cancellation.Business response
05/10/2024
Hello ******,
I am sorry to hear of your experience. I have reviewed your account and the details of your complaint.
Invoice number ******** has been adjusted. The $350.00 freight recovery charge has been credited. You will still be responsible for the $60.89 Property Tax Recovery balance remaining on this invoice. I have attached a copy of the adjusted invoice reflecting the $350.00 credit.
Your lease is paid through June 24, 2024. You will receive return instructions via email with a link to print a return label after this date. Once you receive this email, please access the return label link using the Chrome or Firefox browser. Internet Explorer is not supported and may prevent the return label from generating. The return label will “pop-up” as a separate PDF. It’s important to ensure your pop-up blocker is turned off prior to creating the return label.
If you would prefer to return the equipment early, I can expedite the return labels for you. If you have any questions or if you would like to return the equipment early, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was sent a new machine from Quadient that they say is required in order to remain in compliance with **** regulations. Fine. It’s installed. There were no instructions to send their machine back that they are forcing me to replace. I need that to happen. I’ve made 3 customer service requests to that end and they have been ignored. Second, I pay for a service called *********. Quadient billed me for it and it doesn’t work on the new machine. I have made three customer service requests for this too, and they, too, have been ignored. I’m not sure what to do because they don’t answer the phone, the chat is always offline, and they ignore support request tickets.Business response
05/03/2024
Hello ****,
I am sorry to hear of your experience. I have reviewed your account and the details of your complaint.
We have escalated the compatibility issue you are experiencing with ********* and the new equipment to our Tier 3 advanced technical support team. We are working to resolve this issue as quickly as possible and will follow-up with you on the status of the resolution. Please accept my apology for any inconvenience this has caused. Due to this, I am crediting the first quarterly invoice on your new contract in the amount of $92.67.
I noticed you were also invoiced $96.72 in March for the old equipment that you will be returning. I have also credited this charge. Please allow 24 hours for the credits to post to your account.
Return instructions with a link to print a return label were emailed to you at ***************** today. Please access the return label link using the ****** or ******* browser. ******** ******** is not supported and may prevent the return label from generating. The return label will “pop-up” as a separate PDF. It’s important to ensure your pop-up blocker is turned off prior to creating the return label.
If you have any questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
04/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Our company had a mailing machine leased that was coming up on renewal. Their sales representative Denise M****** sent a renewal contract to our vice president. Who informed her by email that the owners of the company had decided to not renew the contract and would not sign the new lease for the equipment. Denise continued to send contracts and sent one to an employee of the company that was not authorized to approve of the contract and used their approval to make the renew the lease. After finding out that the employee that wasn't authorized to sign the lease had done so, an email was sent to the agent Denise the same day to inform her that they wanted the lease voided. She responded with an OK. It was assumed that this was adequate. After receiving a call from a technician wanting to install the new machine, it was realized OK meant nothing and that if Quadient shipped product that the term of the new lease started regardless. Which is the game played by the company. There is no recourse. So this is the reason for the complaint. Quadient has no honor and is a company that uses deceptive practices to do business.Business response
05/03/2024
Hello ******,
I am sorry to hear of your experience. I have reviewed your account and the details of your complaint.
Your new lease agreement was signed on April 9, 2024. The agreement was signed by you (****** *******.)
I have reached out to you via email to follow-up on the next steps to process the cancellation for both your new lease *********, and your original lease agreement *********.
If you have any questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
04/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I work in the AR/ AP billing department of our business as a customer of Neopost/ Quadient for over 10 years. I was coerced and pretty much conned into a new postal meter and contract-lease. They arbitrarily charged for a meter that I have since returned with proof of delivery after deciding that we are no longer in need of a postal meter. It is my right to change my mind up to 30 days after for a return. They also took postage money from my previous meter bank that I always had to transfer at $500 at a time. When you try to reach the company by phone, I was put on hold for 10 minutes after being transferred. Then you listen to the music that tries to trick you that they are hanging up on you , but the music stops and then starts up again. This went on for another 1015 minutes. After that the representative comes on and says that they will call me back. They never called me back about the return. I try to ask what the other $1,055.00 dollar charge is? They will say for early contract cancellation. Read the fine print. This company is a scam.Business response
05/01/2024
Hello ******,
I am sorry to hear of your experience. I have reviewed your account and the details of your complaint.
We notified you of the upcoming **** decertification for your ***** model mail machine. Since the equipment will soon be decertified by the ****, you were contacted to upgrade to a new model that meets the new *** ******* and security requirements put in place by the United States Postal Service. You signed a new contract for an **** series machine that is IMI compliant in November 2023. You notified us of your intent to cancel the contract on April 22, 2024. The cancellation was approved on April 24, 2024.
You will not be invoiced for an early termination. The lost meter/lost equipment invoice you received in the amount of $1,593.75 is for the original ***** equipment and meter that were not returned. Return instructions were provided for the ***** machine on January 26, 2024. You used the return label associated with this return authorization to return the **** series machine instead on April 22, 2024.
We will send you a new return authorization email with a link to print a return label for the ***** equipment.
Your complaint mentions you were required to transfer/download postage in $500.00 increments. However, you have the option of downloading a minimum of $1.00 to the machine at a time. You consistently downloaded $500.00 at a time until 8/31/2022. From that point on, through January 2024 you downloaded in $50.00 or $100.00 increments. I have attached meter withdrawal instructions for the ***** meter to remove the funds remaining on the meter so that you can initiate a refund request. If you do not withdraw the funds prior to returning the equipment, the meter will be audited and the funds will be withdrawn once the meter is returned. To prevent a delay with your transfer or refund, we recommend you complete the meter withdrawal prior to returning the equipment.
We attempted to call you three times (on April 24, 2024, on April 25, 2024, and on April 26, 2024) to help answer your questions and resolve any concerns you may have, but we have been unable to reach you. We have left voicemails for you, and we have spoken with Manuel at your office to try to coordinate the best time to reach you. We will try to call you again today, and I will reach out to you at the email address you provided with your complaint.
If you have any questions, please feel free to contact me directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
03/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This company sells mail machines. Their pricing and long term contracts are completely unreasonable and they have an absolutely ludicrous requirement to insure their mail machine! If you do not provide proof of insurance they automatically enroll you into their insurance. This should be criminal.Business response
04/02/2024
Hello ****,
I have reviewed your account and the details of your complaint.
We offer a range of product models at varying price points, and we offer multiple different lease terms ranging from 12 months up to 63 months to help meet the needs of your business. The product model and the length of the lease term is decided by our customers.
The insurance requirement for leased equipment is outlined in the terms and conditions of your lease contract. Section G "Approval" includes a link to the contract terms and conditions, above your signature. This section also acknowledges the signer read and agreed to all applicable terms and conditions.
To opt-out of MailProtect insurance, you can email a copy of your “Certificate of Property Insurance” or “Evidence of Property Insurance” to **** at ************************
We require the following for proof of insurance to cover the mailing equipment on lease with us.
The address on the Certificate of Property Insurance must read ** *** **** ********* ** *****
The lease number must be listed
Quadient Leasing USA must be listed as an additional Loss Payee
The Certificate of Property Insurance must also include theft coverage
If you have any questions, please feel free to contact me directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
03/19/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I am filing this complaint on behalf of my church, **** ***** ******* of ******** **. I am the treasurer of the church. On June 14, 2023 an assistant signed a 63 month lease with Quadient for a more expensive postage meter. This assistant was not authorized to sign any lease involving this amount of money. When she resigned in November of 2024, we discovered this lease. We do not need this machine. Numerous attempts via email and phone numbers were made from November 28, 2023 until current time to contact Quadient. All attempts were unsuccessful, so on January 18, 2024 a Certified Return Receipt letter was mailed to them. A Laura P*** signed the receipt on January 25, 2024. Still no response was received. On March 15, 2024 we received a call from the Quadient billing department to see why we had not paid our bill. We referenced the letter sent in January, but they had no knowledge of that letter. Since we believe the lease is invalid, and we have followed the steps outlined in Section 3 of the lease to cancel, we believe we owe them no more money. We then received a quote of $4,818.62 to terminate the lease. We have since followed the new steps they sent us to terminate the lease, and have allowed us 10 days in which to do so. Since we have been unable to contact them for more than 100 days, this is very frustrating. They have assigned the case number# ********Business response
03/25/2024
Hello *******,
I am sorry to hear of your experience. I have reviewed your account and the details of your complaint.
****** ******** signed a 63 month lease agreement as an authorized representative of your organization. The "Approval & Terms" section of the contract, above ****** ********'s signature, also includes a link to the contract terms and conditions which outline this agreement is non-cancelable during the initial term agreed upon. This section also acknowledges the signer read and agreed to all applicable terms and conditions.
The early termination quote you received is the amount Quadient Leasing is willing to accept to release **** ***** ******* Church from the non-cancelable agreement.
The cancelation steps outlined in section 3 of the terms and conditions are referring to notice of cancellation at the end of the initial contract term and states if notice of cancelation is not received within 90 days of the end of the initial term the contract will automatically renew on a quarter-to-quarter basis.
If you have any questions, please feel free to contact me directly at ******************.
Sincerely,
Kimberly A**
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Get a QuoteCustomer Complaints Summary
77 total complaints in the last 3 years.
38 complaints closed in the last 12 months.