Complaints
This profile includes complaints for Quadient, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 120 total complaints in the last 3 years.
- 70 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:03/19/2025
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.
Our company was dissolved, no longer exists and has no further income. We have had a postage meter lease through Quadient Leasing for many years and unfortunately must terminate the lease. We do not have the resources to pay such an excessively high termination amount. We were looking for some relief. Quadient Leasing would not even discuss a possible adjustment.
Business Response
Date: 03/25/2025
Hello ***,
I have reviewed your account and the details of your complaint.
You received an early termination quote because your lease agreement does not reach maturity until May 16, 2027. The terms and conditions of your contract outline the agreement is non-cancelable and includes a promise to pay through the term mutually agreed upon.
Please email our Accounts Receivable team at us.******************************** for further assistance with your early termination quote if you would like to proceed with the early termination of your lease contract.
Sincerely,
Kimberly A**Initial Complaint
Date:03/12/2025
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.
I see that many others have had this problem with Quadient's shady business practices. We had a contract with them for a specific machine through July 2026. In December 2023 they sent us a notice that the machine was being decertified, telling us we needed to sign a new 5-year contract for the new machine. Previous interactions with their personnel caused our company to want to change vendors in 2022. Since the machine was being decertified, we challenged them holding us to the original contract term and even more so challenged them trying to force us into a new contract. We ended up signing an addendum to the original contract terms on December 24, 2024, for the new machine, which we were supposed to receive within 4-6 weeks. To date, we still do not have our new postage meter and have gotten nothing but run-around by Quadient personnel. Additionally, they are still collecting lease payments on a postage meter we cannot use. They knew the machines were being decertified well in advance but obviously made no effort to ensure their existing customers received timely service. Their focus was on tricking customers into further extending their contracts. At this point we wish to be released from doing business with this company that employs shady business practices.Business Response
Date: 03/14/2025
Hello ******,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
We will submit a request to terminate your lease agreement early, with nothing further due, as a result of the 2025 decertification of your ***** equipment by the ****** ****** ****** *******. Since your new equipment has not shipped, we will also request to terminate the addendum to your lease agreement that was signed in December. We will follow-up with you next week to confirm if the request has been approved.
We appreciate your patience. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Customer Answer
Date: 03/25/2025
I did receive a response from Quadient. Their response was satisfactory, and I am awaiting finalization from them.Initial Complaint
Date:03/05/2025
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 tried to end our contract with them and have spoken on the phone multiple times for weeks. They will not send us the termination paperwork even after confirming on the phone that they will.Business Response
Date: 03/10/2025
Hello *****,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.Thank you for speaking with us today and for allowing us the opportunity to assist you. Your cancellation is in progress. We appreciate your patience. We will continue to work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
Date:03/03/2025
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 are a ******* ******** that renewed a 63 month lease with Quadient on 10/03/2023 for a postage meter. The ******* ******** has closed and we no longer need their services. We are attempting to cancel the lease that had 48 months left at $110.13 per month ($5,065.98). The termination amount being requested is $6,802.55. Apparently, without disclosure, there is an added termination cost even if you pay ahead for all of the agreed upon lease term. I have looked for writing in our lease agreement that states this to be the terms and cannot find it anywhere. The lease is a never ending lease as at the end of the term it auto renews and if you terminate at that time you will still incur a termination fee. When I called to find out how they determine this cost and what it would be at the end of this lease 4 years from now, they said they can't let me know what that is. I find this type of lease deceitful and it holds customers hostage forever. Basically, once you sign on to Quadient's services, you will never be able to get out of contract without paying thousands extra to terminate. On top of this, the machine is no longer comp**ant, and if you get a new machine, they force a lease renewal all over again. My request is to be able to pay out the remainder of our lease term without the extra $1,150 termination fee.Business Response
Date: 03/06/2025
Hello ******,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
Thank you for speaking with us today regarding your termination quote and final payoff amount. We will continue to assist you with the payment and the next steps to close your account. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Business Response
Date: 03/06/2025
Hello ******,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
Thank you for speaking with us today regarding your termination quote and final payoff amount. We will continue to assist you with the payment and the next steps to close your account. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
Date:02/24/2025
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.
As many others, we signed a contract for a postage machine. The company declared the current machine out of compliance. Instead of providing us compliant machine for the remainder of our lease, we were offered a replacement machine with the stipulation that our contract has be extended at a higher cost.. We have been without use of the machine months now and have made other arrangements. We requested that since the company is not honoring our current lease, we asked to terminate the lease, but will be a $1500 extra charge. collection, even though this problem is out of hands and Quadient is only providing one option. Customer Service representatives has been very difficult to deal with and response time is lengthy.. We wish to cancel the contract on the machine effective the date it became noncompliant.Business Response
Date: 02/26/2025
Hello ******,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
We will submit a request to terminate your contract early without penalty, with nothing further due, as a result of the 2025 decertification of your ***** equipment by the ****** ****** ****** *******. We will follow-up with you by next week to confirm if the request has been approved.
We appreciate your patience. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
Date:02/24/2025
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.
As many other on here I was forced into signing a new contract for the new postage meter in 2023. When going back and forth regarding the new postage meter i was in contact with our sales rep and only saw it worth while if we were able to add BRM to our envelopes utilizing this system. After months of back and forth and our account setup with the post office I signed the new equipment lease with the understanding this would allow us to add BRM to postage from this meter along with traditional mail. Once I received the new machine it did not have the capacity to process BRM and they said it is a different machine to be able to do this. I then had to look into different areas to try and make this work. In the meantime we decided to just utilize the machine. But this machine is less efficient than our last with the ink cartridge lasting a third the duration as our last and costing double. With this accounted for and not being able to print our BRM onto envelopes. We have decided to cancel our agreement. Once i submitted this they came back with a early termination fee of $3500 when our total contracted amount for the lease was $2999 for the term of the lease which we are 18 month in to at this time. Please contact me with a reasonable resolution as messaging you directly is not an efficient solution.Business Response
Date: 02/24/2025
Hello *****,
I have reviewed your account and the details of your complaint.
Your **** equipment has been in use by your business since August 2023. The cancellation letter you submitted indicated your business is no longer sending postage on a consistent basis and no longer needs a meter onsite. Our Customer Service team has not received any recent contact from your business to report any issues with the equipment. You can use Business Reply Mail on the **** equipment. We called you today to help you with this process, but you informed us you were only interested in proceeding with the early termination of your lease contract.
You received an early termination quote because you signed a 63 month lease contract agreement. The terms and conditions of the lease contract outline the agreement is unconditional and non-cancelable and includes a promise to pay through the term mutually agreed upon. A refund is not due on your account. The contract terms remain in place, even if you do not need to use the equipment for an extended period of time. I have attached a copy of your lease agreement and the contract terms and conditions for your convenience.
Please email our Accounts Receivable team at *********************************** for further assistance with your early termination quote if you would like to proceed with the early termination of your lease contract.
Sincerely,
Kimberly A**Initial Complaint
Date:02/18/2025
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 have had a contract in place with Quadient for years. In August of 2024 we received notice that our postage machine was going to be decertified on 12/31/24. We contacted our representative who told us we would need to extend our contract another 5 years in order to receive a replacement machine. Our contract was set to expire 11/2025. We had a year before that was needed. I repeatedly asked for a machine so we could continue having our postage needs serviced by Quadient per our contract. They refused unless an extension was signed. Finally in December of 2024 I was forced to find another company so we would have a working postage machine. When we received another invoice from Quadient, I let them know they hadn't upheld their end of the contract and I wasn't paying. They said I needed to cancel the contract then sent me a $1,500 bill. Even if we paid for the service through the end of the contract, it would only equal about 1/3 of that amount. They refuse to discuss that they didn't uphold the contract. I also still have a useless machine that they are going to charge me to ship back to them.Business Response
Date: 02/24/2025
Hello *****,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
We will submit a request to terminate your contract early without penalty, with nothing further due, as a result of the 2025 decertification of your ***** equipment by the ****** ****** ****** *******. We will follow-up with you by next week to confirm if the request has been approved.
We appreciate your patience. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at *******************
Sincerely,
Kimberly A**Customer Answer
Date: 02/27/2025
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. Breanna sent me a separate email that said that the contract was fully voided and that they will be sending us a label to send us back the printer at no charge to us.
Sincerely,
***** *****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.
On February 9, 2023, I was contacted by our representative stating that our postage meter was obsolete, and we would have to sign a new lease. I told her that we were no longer using the postage meter a lot and that we were not interested in getting a more expensive meter. I told her we wanted to cancel the lease and asked that Quadient make arrangements to pick up the old meter. The representative insistent the machine was obsolete and we could no longer use it. I sent a cancellation letter to Quadient to terminate the lease. Quadient kept billing us and in February 2024, I contacted them again to handle the situation. I was told that the lease automatically renewed in December 2023, and that I could not cancel. I informed them that I had sent written notice to Quadient canceling the lease in 2023. I was informed that I could only cancel the lease via a form letter via email and that my cancellation via **** was not valid. I was required to submit an email asking for a cancellation form, complete it, and wait for further instructions from Quadient. I followed the instructions, received a form email, filled it out, and returned it. Quadient did not respond to the email. Since the machine was obsolete and could not be used, and no new lease was signed, that should have canceled the lease. The postage meter has been sitting unused in our office for 2 years because Quadient will not cancel the lease or pick the meter up. I received an email from Quadient on January 27, 2025, demanding payment. I explained that we had been trying to cancel the lease for an obsolete machine for 2 years. The response I received was that the lease would not be canceled unless I paid approximately $900 USD. Quadient is refusing to collect the machine or cancel the lease unless we pay. We should not be forced to continue paying for a meter that is not usable and that Quadient canceled******** the lease on by telling us that must sign a new lease to continue with them.Business Response
Date: 02/11/2025
Hello *****,
I have reviewed your account and the details of your complaint.
Your cancellation request was received in July 2024. The 63 month lease agreement with ******* ****** ***** did not reach maturity until December 11, 2024. The terms and conditions of the lease contract outline the agreement is non-cancelable and includes a promise to pay through the term mutually agreed upon.
The last payment on your account was received on December 11, 2023. The ***** equipment was not decertified by the **** until December 31, 2024.
The following invoices must be paid in order to close your account.
Invoice ******** [Coverage Period March 12, 2024-June 11, 2024]
Invoice ******** [2023 Property Tax]
Invoice ******** [Coverage Period June 12, 2024-September 11, 2024]
Invoice ******** [Coverage Period September 12, 2024-December 11, 2024]
Total Past Due Balance Owed on Lease *********: $836.37
Please contact our Accounts Receivable team at ************** Option * or at [email protected] to resolve the past due balance.
Sincerely,
Kimberly A**Business Response
Date: 02/11/2025
Hello *****,
I have reviewed your account and the details of your complaint.
Your cancellation request was received in July 2024. The 63 month lease agreement with ******* ****** ***** did not reach maturity until December 11, 2024. The terms and conditions of the lease contract outline the agreement is non-cancelable and includes a promise to pay through the term mutually agreed upon.
The last payment on your account was received on December 11, 2023. The ***** equipment was not decertified by the **** until December 31, 2024.
The following invoices must be paid in order to close your account.
Invoice ******** [Coverage Period March 12, 2024-June 11, 2024]
Invoice ******** [2023 Property Tax]
Invoice ******** [Coverage Period June 12, 2024-September 11, 2024]
Invoice ******** [Coverage Period September 12, 2024-December 11, 2024]
Total Past Due Balance Owed on Lease *********: $836.37
Please contact our Accounts Receivable team at ************** Option * or at [email protected] to resolve the past due balance.
Sincerely,
Kimberly A**Customer Answer
Date: 02/19/2025
I will be sending further documentation. I did not receive notification from BBB that the company had responded therefore I was not able to respond. The complaint has not been resolved and I will provide the documents I have separately.Customer Answer
Date: 02/19/2025
I will be sending further documentation. I did not receive notification from BBB that the company had responded therefore I was not able to respond. The complaint has not been resolved and I will provide the documents I have separately.Initial Complaint
Date:02/10/2025
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 been leasing a postage meter for several years. On or about November 3 we received an invoice for the next three months billing (I was told it covered 11/20/24 to 2/19/25) for meter rental of $34.76. (Attached as Exhibit 1). I contacted Quadient on November 14 to terminate our account and said that I would return the meter by the end of 2024. I was told that I would receive a final, prorated invoice for the November-December period we used the meter. We received instructions on returning the meter and did so. We received another invoice dated 1/3/25 (Exhibit 2) which showed that Quadient had charged a $39 late fee in December due to the November 3 invoice not having been paid, and had charged yet another $39 late fee for the same reason . We contacted Quadient on 1/10/25 who confirmed receipt of the meter on 12/26/24. We were told that the final invoice would zero out all late fees and that the final invoice would be prorated to cover the 11/20/24-12/26/24 that period we used the meter. We recently received another invoice dated 2/3/25 (Exhibit 3). Once again, a $39 late fee was assessed. We contacted Quadient today and were told that the prorated amount due would be $23.17 based on the 11/14/24 cancellation and the meter return date of 12/26/24. I told the rep that we had already paid for the 11/14/24-11/20/24 period with the prior 90 day billing from August 2024 and that Quadient could not double charge us for the six days from 11/14/24 when the cancellation occurred and the start of the billing cycle: 11/20/24, and that by our calculations, the amount due would be based on 36 days (11/20/24-12/26/24), representing 40% of the November 20-February 19 billing cycle, or approximately $13.90. The representative said that there we would have to wait for the next invoice date 3/3/25 to possibly see . We have been waiting three months now to close the account. I simply want the account closed, the final invoice issued, and all late fees removed as promised - NOW!Business Response
Date: 02/10/2025
***** ******
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
I apologize for any confusion that may have occurred. The amount that was credited on the final equipment rental invoice was $23.17, leaving a prorated balance due of $11.90. Due to your experience, we will credit the remaining $11.90 as well. I have also reversed all late fees and finance charges on your postage funding account number *******************.
This will close out your account with a $0.00 balance.
We appreciate your patience. We will call you to follow-up with you to ensure this matter is fully resolved.
Sincerely,
Kimberly A**Initial Complaint
Date:02/07/2025
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.
As many others, we signed a contract for a postage machine. The ** ****** ******* declared the machine out of compliance December 31st. We were offered a replacement machine with the stipulation that our contract be extended. We have been without use of the machine now for over a month and have made other arrangements. Yesterday we were offered a replacement machine and new contract. Today we were notified that our account had been referred to collection. Quadient is in default of our contract. Our Team Lead - Customer Service representative has been very difficult to deal with. We wish to cancel the contract on the faulty machine effective the date it became noncompliant.Business Response
Date: 02/12/2025
Hello ******,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
Your lease ********* has been terminated. A return label was emailed to ************** on February 6, 2025. I have attached a copy of the return label for your convenience.
We will call you to provide further assistance and ensure your concerns have been addressed. If you have any questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Customer Answer
Date: 02/18/2025
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,
****** ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.