Complaints

• Initial Complaint

  02/18/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/11/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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 response

  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

  02/10/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  02/07/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  ****** ******

• Initial Complaint

  02/05/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We leased a postage meter and the lease ended. Continued to pay for the meter quarterly. The meter went out of compliance. I sent Quadient the cancelation letter they requested 1/16/25. They billed me $75 for a return label, but will not send me the return label until the end of the paid period (4/9/25). After many emails with many people at Quadient, I've resorted to giving them 30 days to provide the label or we consider the meter abandoned property to be disposed of however we see fit.

  

  Business response

  02/10/2025

  Hello ******,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  We will reach out to you to help you obtain your return labels now. Once you receive your return instructions, you will be able to schedule a pickup with *****. 
  
  We appreciate your patience. We will call you to help with the next steps, and we will work closely with you until this matter is fully resolved.
  

   

  Sincerely,

  
  Kimberly A**

• Initial Complaint

  01/30/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My current postage meter lease ends in November 2025. On November 4, 2024 I received an email from Quadient stating in part: We are swapping out the equipment for new equipment as the machine that you currently have we are no longer manufacturing. More importantly the new machine,IX-1, has the latest changes required by the ****.The form is pre-filled out and only requires the bottom 4 boxes to be filled in and then hit the finalize button. The signers name at the bottom must match the contact name on the contract. If someone else is signing this form you can print and manually sign. Attachment: a new contract for a higher monthly payment & a new 39 mth term. Emails and phone calls back an forth. (the email exchange is attached in PDF form) The acct manager tells me I have to sign a new 39mth lease to get new equipment. I explain that is not acceptable. Quadient cannot fulfill the current lease I have with them because the machine they leased me has been decertified by *** as of 12/30/24. I should not be held responsible for the remainder of the lease. I was given the take-it-or-leave-it option of signing on for a new 39 month lease to get the new certified equipment. I requested to have the lease terminated at no additional cost to me since the termination is not due to my default on the contract and I was not interested in signing a new contract for an additional 39 months. Being that the current contract as authored by Quadient is silent as to the remedy to the lessee in the event the equipment leased becomes decertified, it seems the most logical recourse to terminate the contract at the point of decertification and for Quadient to take back the obsolete equipment placing both parties back where they started. I also requested that any postage remaining on my account be refunded immediately. Acct rep was also unethical in his sales tactics. They have refused and are requiring that I cancel the lease and pay nearly $1800. Quote is attached also.

  

  Business response

  02/10/2025

  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 IS280 equipment by the ****** ****** ****** *******. We will follow-up with you by next week to confirm if the request has been approved.
  
  We will call you to help you perform a meter withdrawal and initiate a refund request for the unused postage remaining on the meter. The meter inside of the equipment is property of the ****** ****** ****** *******. It may take 4-8 weeks to receive your refund check from the ****** ****** ****** *******. This refund is not issued by Quadient.
  
  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

  01/30/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  MAIN ISSUE: 1. Our meter was terminated within the last month withoiut any prior notice 2. After calling I learned our meter has been recalled and we need a new one. 3. New one arrived about a week later. 4. Our funds did not appear on the new meter. As per their instructions, our funds were removed from the old one. 5, Nothing was transferred to the new one. Despite rerquests the rep would not help any further. She told me to call tech support. Since the wait was over 1/2 and this has NOTHING to do with tech support, I have been trying other ways to get someone's attention. ** I need instructions on how to get our money routed properly ** OTHER ISSUES: 1. We have not had use of this unit for about a month. Therefore, we need credit for at least a month of service. 2. The new meter requires a different type of cartridges - we have almost 3 of the old ones - each costing approx $100. SInce there was no notice or any kind of communication, we need should either be compensated or replacement of the new type should be provided. 3. Our account currently has almost $1400 on it. We would like $1000 of the credited. Thank you.

  Customer response

  01/30/2025

  Hello-

  The company responded via another platform.  Therefore, I would like to put this complaint on hold while we see thing through there.  Would it be possible to put this aside for a week or so?  Thank you.

  Sincerely,

  ***** ********

  

  Business response

  02/04/2025

  Hello *****,

   

  I am sorry to hear of your experience. I have reviewed your account and the details of your complaint.

   

  The funds remaining on your old ***** meter were successfully withdrawn on January 28, 2025 and were added back to your postage account. Your new *** meter shares the same postage account number. There was $0.46 remaining on ***** the meter. When you downloaded $100.00 in postage to your new *** meter on January 29, 2025, the $0.46 that was taken from your old meter was applied first, and the remaining $99.54 was charged to your postage finance account number ********************

   

  You have a $1,500.00 credit line with us to finance your postage downloads. The same credit line is linked to your new meter. These funds are still available for you to use with your new equipment.

   

  Our records show you have not placed an order for an ink cartridge directly with Quadient since you received your ***** equipment in February 2022. You may be purchasing ink from a third party vendor. We are unable to warranty or provide credit on ink cartridges that were not purchased directly through Quadient.

   

  Due to your experience, we will credit your first quarterly invoice for the new equipment. We will call you to follow-up on all of your concerns and ensure everything has been addressed. 

   

  Sincerely,

   

  Kimberly A**

   

   

   

  
  

  Customer response

  02/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still not 100% satisfactory.  There are still some remaining issues.  At this point, enough time has been spent that we are done with this problem.  Additionally, the resolution still does not explain why I needed to go through such effort to ellicit a response.  We will likely not renew our contract with this firm.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/29/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Quadient provides postage solutions for business - aligning hardware, software, and financial agreements between the customer, ****, etc. We entered into a multi-year contract agreement with them for paid postage services and equipment rental (w/maintenance agreement). The **** mandated changes to postage meter requirements from IBI to IMI. After a period of time all non-compliant machines would be obsolete, ours being in that category. The company initially tried to update these machines while simultaneously renewing lease agreements to lock in additional contract term lengths. On Quadient's website and emails they encouraged their business partners to review their mailing practices to ensure they make appropriate decisions (probably hoping for larger machine upgrades) about their postage needs. We did exactly that and determined we no longer needed their services and elected to finish our contract term and forego contract renewals. I contacted the company on numerous occasions and requested a IMI compliant machine be sent to replace the non-compliant IBI machine they told me they can't do that without a new lease agreement. I then asked if they would agree to an early contract termination ( 2 months and 9 days) that would be mutually agreeable, they told me 'no' and that there would be a significant term buyout if I wanted to cancel early - but also later was told my contract was non-cancellable, even though I received a buyout quote. They entered into a binding contract with us that we would pay a certain monthly dollar amount, plus applicable postage fees and supplies expenses, in return for a leased postage meter and necessary arrangements with the ****. They are in material breach of contract and recognize the legal costs that would be incurred if we elected to pursue the final months of our term and have elected to ignore (do not return calls, emails, etc) our requests. Terrible customer service!

  Customer response

  01/29/2025

  I have finally been able to speak with someone at Quadient - who was fantastic and knowledgeable! She was able to find solutions to my complaint/needs and provided additional answers to previously provided erroneous information that we had been provided by Quadient. She is working to help find resolution to our financial complaint and I believe will be able to do so. I wish I had spoken with this employee a year ago. 

  

  Business response

  02/08/2025

  Hello ****,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  Your lease ********* has already been terminated. We will call you to provide further assistance and ensure your concerns have been addressed.
  

   

  
  Sincerely,

  
  Kimberly A**

• Initial Complaint

  01/29/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have a postage machine with Quadient Leasing. The **** ****** decertified the old machine in December of 2024. We were told we needed to upgrade the machine and sign a new lease. We waited until mid December to make the switch. Not knowing the lease was not cancelable I signed it. The machine was having print issues since it was installed. Many chat sessions with the company led to a new ink cartirdge sent out as a free replacement. (Took 2 weeks to credit our account for the free replacement they billed us $176 for also) It arrived and worked for the first day. Two days later it was doing the same thing and barely printing, postage is barely readable. Trying to resolve the issue has led to a new machine sent out. That new machine now will not connect as they are supposed to. Told to contact our IT dept. That led to 3 hours of over the phone support and determined the machine is most likely the culprit. Numerous emails back and forth, now I need to spend more time on a 3 way call with our IT and their company to try and resolve the issue. The amount of time and money wasted is unacceptable. I told them last week if this could not be fixed I wanted out of the contract free and clear as the amount of money spent on it far outweighs the benefits! The fact they do not come out and say the contract is unable to end and you are in it for life is not okay also. Our small company does not need to spend the amount of leasing money it takes to save the 3 pennies per letter. Since it does not function I just want it gone without costing us an arm and a leg to do it.

  

  Business response

  02/05/2025

  Hello ***,
  
  I am sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  You signed a new 63 month lease contract agreement. 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.
  
  Our records indicate you spoke with one of our representatives on January 29, 2025 and successfully resolved the connection issues you were experiencing. Since this interaction, your meter is consistently connecting with the postal server successfully. We tried to call you to ensure all of your concerns were resolved, but we have been unable to reach you.
  
  If you have any questions, please reach out to me directly at *******************
  

  
  Sincerely,
  

  
  Kimberly A**

  Customer response

  02/06/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and yes, the machine was finally fixed. We are still stuck in a lease we would never have signed had the notice of not being able to cancel it have been upfront and stated on the actual lease pages. Instead they are hidden in the fine print of pages you have to seek out versus sent to begin with. Consumers should always have the right to not be locked into something that may not be warranted or needed at a reasonable cost. The thousands of dollars required to break the lease is far greater than the machine is worth.  

  Sincerely,

  *** **********

• Initial Complaint

  01/29/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My business had a postage meter from Quadient that no longer meets the **** standards. They reached out and said that our contract was no longer valid (nearing end of terms), when I was under the impression that we still had a year left of the lease. They wanted us to sign a new 5 year lease and increase the amount that we were paying for a new machine when they couldn't fulfill the terms of the previous lease. We declined to continue doing business with them and tried to start the cancellation process. It took 3 hours on hold to try to reach a person to even find out how to cancel and then 2 weeks of pestering them after starting the cancellation process to get any information. They then sent over a termination fee of $2,100 dollars to get out of a contract that according to them is no longer valid. I do not feel as though we should have to pay this fee because Quadient is unable to provide us with a machine that works.

  

  Business response

  02/05/2025

  Hello *********,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  There is a $200.00 balance due on your postage funding account number ******************* from postage downloads that were financed in November and December. This balance will need to be paid in order for us to assist you with your cancellation.
  
  We will call you to provide further assistance, and 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 response

  02/13/2025

  
  Complaint: ********
  
  I am rejecting this response because: I am waiting from a determination from Quadient if paying what we owed for postage would be sufficient enough for us to send back our postage meter.
  
  Sincerely,
  
  ********* ******

  

  Business response

  02/18/2025

  Hello *********,

  We have reviewed your response and have processed the cancellation request. The email sent on Monday, 2/17/2025, contains labels for returning the equipment. I have attached the following to ensure you have what is needed to proceed with returning the equipment:

  - 2/17/2025 Email

  - Postage Refund Request form

  - IS350 Meter Withdrawal instructions

  - Shipment request Labels

  If you have any further questions, feel free to contact me directly or reply to this email.

  Sincerely,
  Kimberly A**

  Customer response

  02/26/2025

  
  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,
  
  ********* ******

*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. ↩