ComplaintsforQuadient, Inc.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  More info

  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**

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract date 1/12/2024 customer service supervisor signed a lease agreement with Quadient Leasing for $535 a month for 60 months. Because we had not answered the emails from the salesperson, they showed up unannounced two days in a row. They were quite pushy and pressuring the supervisor to sign the agreement which was done the second day. Several days later when upper management was presented with the lease, they questioned the monthly dollar amount as it was not what was agreed to. Customer service supervisor was told that our current lease agreement on the postage machine would be replaced with this new agreement for the folding and stuffing machine since the new machine would do what the current machine did, stamp and seal mail AND would do the folding and stuffing all from one machine and all in one transaction. The expectation was that the total monthly payment would be $535 TOTAL, NOT that we would continue to pay the payment of $168.99 for the postage machine AND $535 for the new machine. Several weeks after signing the agreement the machine was delivered and installed. We had to re-arrange the entire mail room to make room for both machines when we thought we would only have the new machine. We no longer have space available for working in this room as both machines have taken up the entire counter space that was a work area. In addition to the supervisor, two other employees were present when we were told that the old contract would be replaced with the new contract and that it would be one machine, not two. We have tried multiple times to resolve the issue but have not been successful. This new machine at this price is not cost effective for us. We thought the total monthly price would be $535 and that was just barely cost effective but would give our employees time for other work instead of manually stuffing. Based on our mail volume it is less expensive to pay employees to manually do the work then to pay $535 a month. Now with two machines instead of only the one we thought we would have, once the folding and stuffing is done an employee still needs to go to the old postage machine and physically stand there and run all of the mail through a second machine. These are labor dollars we thought would go away with only having one machine. For both contracts a monthly amount of $535 was going to work. $535 for the new contract and $168.99 for the old contract is not what we were told and is not cost effective.

  

  Business response

  03/12/2024

  Hello *****,
  
  I have reviewed your account and the details of your complaint.
  
  I attached a copy of an email exchange with your Customer Service Supervisor, Heather H***. The email exchange shows Heather was informed the folder inserter only folds and inserts and cannot meter mail.
  
  Information was also provided to Heather on the DS-64i folder inserter on November 30, 2023 outlining the capabilities of the equipment. I have also attached a copy of this document.
  
  The contract term for your DS-64i folder inserter lease is in place through February 4, 2029. The contract term for your IX-5 mail machine lease is in place through April 4, 2026. – The terms and conditions of the lease contracts outline the agreements are non-cancelable and includes a promise to pay through the term mutually agreed upon.
  
  If you have any questions, please feel free to contact me directly at *******************
  

  
  Sincerely,

  
  Kimberly A**

  Customer response

  03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: Their response does not change anything. Even after we found out that the machine would not do the postage and sealing, we were willing to accept that at the price we were verbally told. Yes, the brochure was supplied however, no one ever went over or showed the brochure to us. It was simply laid on the desk. The salesperson verbally told us how everything would work. They did not address the fact that the salesperson communicated to more than one employee that our old contract would go away and be replaced by the new one. The pricing for this machine is not cost effective for our small business. Had we understood the pricing we would not have gotten into this agreement. The customer service supervisor emailed asking for the cancellation of the old agreement in writing and that is when we started being told that we miss understood. I realize that this is a matter of miss understanding on both sides. It is truly poor customer service to not want to try and somewhat make your customer happy. It is unfortunate, that it makes no difference to them that we have a machine that is not what we thought and that is not cost effective for our company. They could easily pick up the machine and sell or lease it to someone else or reduce the pricing to what we were verbally told. 
  
  Sincerely,
  
  ***** *****

  

  Business response

  03/15/2024

  Hello *****,
  
  The written email communications between your Customer Service Supervisor Heather Hall and the sales representative show that Heather was informed the folder inserter only folds and inserts and cannot meter mail. Heather was also emailed a brochure on the folder inserter outlining the capabilities of the equipment.
  
  **** *** signed a 60 month lease contract agreement for the DS-64i folder inserter. The contract that was signed specifies the lease is only for the DS-64i folder inserter. This contract does not reference the IX-5 mail machine. The lease contract for the IX-5 mail machine is separate. 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.
  
  If you have any questions, please feel free to contact me directly at *******************
  

  
  Sincerely,
  
  
  Kimberly A**

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We are a current Quadient customer that rents a postage meter for ~99/month and postage. In December we started getting very high pressure emails for a contract renewal. I assumed it was to continue use of current postage meter. I signed it. A few months later a new meter shows up that I didn't want. I have made numerous attempts to understand bill, get a copy of old meter contract to understand if I have to send it back, continue the monthly rental agreement etc. Meanwhile they send me a new meter and 36 month agreement ~30/month. I contacted them to say I didn't want the new meter that it was in error that I just wanted to continue with existing meter and they will not cancel it. Meter is still in box, they want to charge me $1200 to return it to get out of contract. I feel like they are extorting me. With one call/click I can get in a contract but any service to understand billing/contracts they will not respond to email, voicemail, or allow direct conversation with live people. Here I am stuck with two meters, two contracts, and $130/month rental fees. I am a very small business that actually can get by with a book of stamps and I don't need any of this! Please help me get out of these contracts and get postage meter equipment returned. There feels to be no out, they soon will send me to collections if I don't pay! They are running bad business model here to trap people.

  Customer response

  02/27/2024

  Attached are additional email correspondence requesting the reversal of the new meter/contract sent

  Notes regarding the last person I contacted at 2/26 that promised to call me back to resolve

  2022 contract @ 4/month

  2023 contract will not load, links expire and documents disappear.  Cannot get contract from website it errors out too.  Emailed request to get old meter contract terms and amounts

   

  

  Business response

  03/04/2024

  Hello ******,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  You new contract has been cancelled at no cost, and your original contract has been reinstated. You will be able to continue using the old equipment through the end of the year.
  
  Return instructions for the new equipment and a link to print a return label will be emailed to you at ******************************* within 3-5 business days. 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.
  
  I have attached a copy of your current contract and the contract terms and conditions per your request.
  
  If you have any questions, please feel free to contact me directly at *******************
  

  
  Sincerely,
  

  
  Kimberly A**

  Customer response

  03/04/2024

  
  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.  I have emailed quadient to email me the copy of my old contract and terms so I know what to expect going forward.  Also a question with regards what to do with the old meter at the end of the year when the contract is up on it.   Will I be provided labels to return it as well whent he time comes?   A copy of that email has been uploaded to BBB.  Thank you for your help in resolving this matter and will watch for the return labels to ship the equipment back.  I have two boxes with the meter and accessories to return.
  
  Sincerely,
  
  ****** ******* *** ***** ******* ******** *******

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Machines are sent to customers without being tested, causing numerous trips for our techs. We incurred over $1000 of tech time and travel to troubleshoot malfunctioning equipment. Submitted a return request to send back malfunctioning machine and cancel the services. It has been over 3 months with no word back from them. Machine still sitting in box waiting for return shipping instructions. Absolute worst experience I have ever seen.

  

  Business response

  02/28/2024

  Hello *******,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  When you reported the technical issue you were experiencing on November 29, 2024, a new base replacement was shipped to you overnight to resolve the issue.
  
  There is currently a cancellation case open for your account. A member of our cancellation team reached out to you via email on February 26, 2024 to provide an update. – A copy of the email is attached.
  
  The cancellation was pending due to the open balance from the termination quote. – The termination quote for contract ******* has been revised to $0.00. I have attached a copy for your records.
  
  The open balance on your Quadient Postage Funding account number ******************* has also been credited. Please allow 24 - 48 hours for these credits to post to your account.
  
  We have expedited your return instructions with our Asset Management team. The return instructions and a link to print a return label will be emailed to you at [email protected]. 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 have any questions, please feel free to contact me directly at ******************.
  

  
  Sincerely,
  

  
  Kimberly A**

  

  Business response

  02/28/2024

  Hello *******,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  When you reported the technical issue you were experiencing on November 29, 2024, a new base replacement was shipped to you overnight to resolve the issue.
  
  There is currently a cancellation case open for your account. A member of our cancellation team reached out to you via email on February 26, 2024 to provide an update. – A copy of the email is attached.
  
  The cancellation was pending due to the open balance from the termination quote. – The termination quote for contract ******* has been revised to $0.00. I have attached a copy for your records.
  
  The open balance on your Quadient Postage Funding account number ******************* has also been credited. Please allow 24 - 48 hours for these credits to post to your account.
  
  We have expedited your return instructions with our Asset Management team. The return instructions and a link to print a return label will be emailed to you at [email protected]. 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 have any questions, please feel free to contact me directly at ******************.
  

  
  Sincerely,
  

  
  Kimberly A**

  Customer response

  03/07/2024

  This has not been fully resolved yet.  Quadient sent an email stating they would send another machine to us (4 months later), which was not what was communicated in November.  We canceled the service due to malfunctioning equipment.  We already have a new provider.  They did then send a return label for the machine finally and a pickup was scheduled for 3/6/2024.  We will not consider this issue resolved until that account is in a closed status.  This company is extremely disorganized, and we will not be continuing to waste business hours going back and forth with this for the next year. 

  Customer response

  03/07/2024

  This has not been fully resolved yet.  Quadient sent an email stating they would send another machine to us (4 months later), which was not what was communicated in November.  We canceled the service due to malfunctioning equipment.  We already have a new provider.  They did then send a return label for the machine finally and a pickup was scheduled for 3/6/2024.  We will not consider this issue resolved until that account is in a closed status.  This company is extremely disorganized, and we will not be continuing to waste business hours going back and forth with this for the next year. 

  

  Business response

  03/11/2024

  Hello *******,
  
  Your cancellation has already been processed. You account was closed, and all open balances were credited.
  
  If you have any questions, please feel free to contact me directly at *******************

  
  Sincerely,

  
  Kimberly A**

  

  Business response

  03/11/2024

  Hello *******,
  
  Your cancellation has already been processed. You account was closed, and all open balances were credited.
  
  If you have any questions, please feel free to contact me directly at *******************

  
  Sincerely,

  
  Kimberly A**

  Customer response

  03/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, stating that the cancellation was finally processed, and the account has been closed. Therefore, we can find that this resolution is satisfactory.
  
  Sincerely,
  
  ******* ******

  Customer response

  03/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, stating that the cancellation was finally processed, and the account has been closed. Therefore, we can find that this resolution is satisfactory.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  02/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In midyear of 2023 I was contacted by Raquel C******* who is an account executive in the ******* Area. After meeting with her and Jason H*** in September/October I agreed on behalf of ******* ******* ******* to transition to an account to use digital postage so that we can send patient statements from our office because we do medical billing. Also in the package was a new postage machine lease. Since the kickoff in October of our project to teach us how to use the digital mailing software along with the ability to transmit digital statement, we have yet to have a solution. Very disappointed that it has taken 4 months and we are still no further along to having any access for any functionality of what we we were processed. Raquel and Jason had been somewhat helpful in the beginning but have since passed the torch and we get no response from the back end project management team. At this point in time, Quadient has now lost our business to send out statements for us and we have now gone back to our previous partner. After being a client of Quadient formally other companies for 20 years, we have learned that customer service is lacking.

  

  Business response

  02/20/2024

  Hello *****,
  
  I am very sorry to hear of your experience and apologize for any confusion that may have occurred. I reviewed your account and the details of your complaint.
  
  There was a one hour training session provided on January 8, 2024 with **** ********. During the training, Bart was informed your software is in "Setup Mode" to allow you to test and train internally if desired without any of the mail going out. Bart was informed once your company was ready to "go live," he would need to click "Activate Production." The training session was recorded. If you would like a copy of the training video, this can be provided.
  
  Your account shows you were contact regarding your concerns, and you should receive a follow-up call to help address any other concerns you may have.
  
  If you have any questions, please feel free to contact me directly at *******************
  
  
  Sincerely,
  
  Kimberly A**

• Initial Complaint

  01/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Signed an online form to request information for their mailing service, once they got my information they sent me the unit. I messaged them online to let them know a quote was no longer needed and got no response. I did not have an email confirmation of the unit being sent. I requested the contact form several times. I just want to send the stuff back and cancel whatever they have started with me but I they have no phone number or email for contact.

  

  Business response

  02/08/2024

  Hello ****,
  
  I have reviewed your account and the details of your complaint.
  
  On December 18, 2023 at 12:40:41, you entered into a 3-year agreement with Quadient for an **** postage meter. When you clicked "Order Now," you were required to enter your information, select a plan, and manually click to acknowledge the following:
  
  "I understand that this machine is self-installable and that if I require assistance with my installation after delivery, a fee may be payable by me to my local office."
  
  "I acknowledge that this agreement is governed by the Quadient Rental Agreement and is non-cancelable for the term."
  
  After these boxes were checked, you would have then had to click "Complete Order" to proceed.
  
  We will approve the cancelation and send you return instructions. Please allow 3-5 business days for the cancelation to be processed. Return instructions and a link to print a return label will be emailed to you at ********************. Please access the return label link using the ****** or ******* browser. ******** *******r 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

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This complaint is in reference to ***** ****** **, Customer number ********. On July 14, 2023 after I finally was able to reach a human being at Quadient I submitted in writing as instructed our cancelation of service document stating the service was cancelled as of 6/15/23, the end date of the lease extension. The lease has been paid in full as of the signed terms, On the following dates, 7/14/23, 10/5/23, 10/9/23, 10/11/23, 1/11/24, 1/12/24, 1/16/24, 1/26/24, I have via email to various quadient representatives, requested instructions to return their unused postage machine/equipment. There is always a quadient breakdown in communication where a representative discontinues contact until another person contacts me and the cycle starts all over again. I have exhausted all avenues of an equitable solution with Quadient and want the threatening Quadient emails and additional invoices to stop immediately since they show a pattern of willingness to communicate and close our business account.

  

  Business response

  02/07/2024

  Hello *****,
  
  I am sorry to hear of your experience while trying to cancel your contract. I have reviewed your account and the details of your complaint.
  
  The end of the extension term for lease ********** was entered as September 15, 2023. I have reached out to our leasing team for more information. I will contact you directly so I can help resolve this for you.
  
  If you have any questions, please feel free to contact me directly at *******************

  
  Sincerely,

  
  Kimberly A**

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The copy of the lease signed is dated 7/1/2022 for a period of twelve months per the lease agreement.  Twelve months from 7/1/22 is not 9/15/23.

  
  
  Sincerely,
  
  ***** ******

  Customer response

  02/13/2024

  *********
  When will this be resolved?   Lease ended 6/30/22, lease attached.
  Please remove the open invoices from the account and then close the account.  I just received a phone call from Chantel who hung up on me.
  Need the harassment to STOP.

  

  Business response

  02/14/2024

  Hello *****,
  
  Thank you for your patience while we worked to resolve this matter. Your lease ********** has been terminated. The open invoices, including invoice number ********, have been credited and closed out.
  
  You will receive a final property tax and freight recovery invoice per the terms and conditions of the lease contract. Once paid, there will be nothing further due to Quadient Leasing.
  
  Please let me know if you have any further questions.
  

  
  Sincerely,
  

  
  Kimberly A**

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company has outrageously unethical billing practices. I strongly caution anyone, ever, from contracting with this company. I inherited this mess and they are easily the worst company I have ever worked with. They are nothing more than a scam to get you to sign the contract, and then you are stuck. The equipment won't work, if you call customer service you get transferred dozens of times until you give up, they only let you cancel the contract one time per year and if you miss it you're out of luck. It's the absolute worst and shouldn't even be allowed to conduct business. I have no idea how they haven't been sued into oblivion yet. All I want at this point is my contract cancelled and to never ever hear or work with them again.

  

  Business response

  02/07/2024

  Hello ******,
  
  I am sorry to hear of your experience and apologize for any confusion that may have occurred. I reviewed your account and the details of your complaint.
  
  A new 39 month lease contract for *** ***** ********** was signed in August 2020 under the "Why Wait Program." The "Why Wait Program" entitled Sea Cliff Healthcare to upgrade equipment prior to the end of the term of the then current lease ********* and begin using the upgraded equipment early prior to the commencement date for your current lease *********.
  
  Your former lease ********* was in place from March 27, 2018 – June 26, 2021. Your new lease ********* then commenced and began billing on June 27, 2021. The 39 month term on your new lease ********* is through September 26, 2024.
  
  The terms and conditions of the lease contract agreement include a promise to pay through the lease end date and outline the lease agreement signed by *** ***** ********** is non-cancelable during the term agreed upon.
  
  You can call our customer service team at ###-###-#### to initiate a cancellation 90 days before the end of your lease term.
  
  I noticed your complaint also mentioned an issue with the equipment not working. Your postage account was disabled due to non-payment. Once the past due balance was paid, your postage account was enabled on December 8, 2023. The **** postal server shows you have successfully connected to download postage and have used the machine since the account was enabled. If you are experiencing a technical issue, our technical support team can help.
  
  I have attached a copy of your lease agreement and the contract terms and conditions for your convenience. If you have any questions, please feel free to contact me directly at *******************
  

  
  Sincerely,
  
  
  Kimberly A**

• Initial Complaint

  01/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In November 2023 I ordered a basic postage meter from Quadient. I was working with the sales person Shane K. I received my meter mid December and the first meter did not work. The replacement meter was also not working and I spend hours with the IT staff who was able to resolve my issue. THEN the equipment stopped working again. I requested a full cancellation on 12/20/2023. I was told by Shane K that the cancellations take 4-6 weeks. on 01/09/2024 I emailed Shane for an update. He stated that he would get me the case number and that I should call the 800 number to get an update. I emailed him again, today 01/24/2024 and he still doesn't have the case number. I called the company and they stated that there was never a request to cancel my service. I am currently on hold (54 minutes and counting) to speak with someone to finalize the cancellation. This company is a joke.

  

  Business response

  01/29/2024

  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. Return instructions and a link to print a return label was emailed to *********************** on January 29, 2023. Please access the return label link using the ****** or ******* 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 have any questions, please feel free to contact me directly at *******************
  

  
  Sincerely,

  
  Kimberly A**

*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. ↩