Complaints

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I opened an accont with FP mailing and the first meter that I received was broken and would not connect or update. I spoke with the company they sent me a new meter and I returned the old meter. Now 2 years later they send me a bill for a lost meter of nearly $3000. They put it on me to prove 2 years later that they received the meter. Furthermore, I have spent the last 8 months dealing with them and trying to get a resolution. They have now suspended my use of the meter and during the period of time where we have been trying to resolve the lost meter they auto renewed my account. They are now trying to charge for the lost meter and the auto renew on the account. Ridiculous customer service. How can I be required to prove a shipping return 2 years later.

  

  Business response

  09/26/2024

  The matter has been resolved directly with the business.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been without a postage meter since 4/1, the tech department did not send the proper equipment after our initial call to request service for the error we received. They shipped a part that was supposed to have been delivered on 4/3, we didn't receive it until 4/4. After calls and being on hold multiple days. I receive instructions on 4/5 at 9pm to remove the meter from service. On 4/8 after waiting on hold forever today we found out we need yet another part (** Card) that should have been sent originally. 4/22 still have not received the ** Card. I am cancelling the lease and expect FP to work with Great American to pay the last 6 months of the lease since I still have a non-working meter. 4/1 called FP - tech was going to send out a part to fix it should be here 4/3. 4/4 recd incorrect part to fix the meter. 4/5 recd email at 9pm to take the meter out of service. 4/8 called FP - on hold for 1+ hours - they didn't send correct part and will send the correct ** Card to fix the error. 4/9 I emailed FP customer service and sales looking for credit on our lease for time without a meter and ETA on when we would receive the part and requested the quote to get out of our lease. 4/11 recd a buy-out quote to keep the meter instead of the buy-out to return the meter. Why would I want to keep a non-working meter? Requested the buy-out quote directly from Great American Leasing 4/11 still have not received the ** Card.4/22 still have not received the correct buy out quote for returning meter from Great American. 4/22 still have not received the ** Card 4/22 emailed again today asking they buy-out the remainder of our lease with Great American since I still don't have a working meter with no contact on when the part will arrive that was supposed to have been sent out on 4/8.

  

  Business response

  05/21/2024

  We have resolved this matter directly with the business.

  Customer response

  07/10/2024

  Complaint: 21610742
  
  I am rejecting this response because: I have still not received my refund. Please reopen this complaint as it has not been resolved.
  
  Sincerely,
  
  **********************; 

  

  Business response

  07/17/2024

  The business unexpectedly returned the equipment so we need to investigate the matter further with the leasing company.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and I started a small resale business recently, and I was using *********************************** to lease a postal meter, scale, and thermal printer for labels. Everything that could go wrong has gone wrong, and I had never even heard of FP Solutions (during the entire time I was talking to a sales rep). My sales rep was brand new - I was his first sale - and he didn't know the answers to half of my questions. I was told I would be trained how to use the way too big and heavy machine, but when it was plugged in last Friday morning, the technician said he knew nothing about training. This is not buyer's remorse because I didn't know what I was getting and how useless it would be. I still do not know how to use it, but I no longer want to. I am out $60 in postage that I was required to put on the machine before it would even work, and I am sending back the equipment tomorrow. In the meantime, FP Solutions wants me to pay them $1666.00 to get out of my contract. I was misled, lied to, sold something that wasn't what I needed, and I did not receive any training. I have not used the machines at all, am willing to take a $60 loss on the postage, but I have no intention of paying FP $1666.00 because of how poorly this has been handled. There's a lot more, but this is long enough.

  

  Business response

  02/19/2024

  We strongly suggest the customer reach out to the original third party seller to work through a resolution. The customer is currently still in possession of the equipment. As stated in the terms and conditions, as the equipment is regulated by the ***** billing continues until the equipment is received by FP as the device is otherwise expected to be in the possession of the business. Upon the return of the equipment, the amount due by the business can be reassessed.  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They owe me $290.00, but shut off my meter because I owe them $150.00. They tell me that is two separate departments in the same office. When I argued, they put me on hold for an hour until I just gave up. I have called and also mailed them the statements asking them to adjust it. They responded by denying my calls and shutting off my meter.

  

  Business response

  02/06/2024

  We have spoken with the business and bridged the gap in understanding what can be applied towards an outstanding balance. The matter has been resolved with the business.

  Customer response

  02/06/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are ending our business association with FP. We had already made our yearly payment of $599.23 before the decision was made. We received this notice that we are to pay a cancellation fee. The yearly fee should be taken as this cancellation fee.

  

  Business response

  12/28/2023

  When contacting FP, the business would have been instructed as to the remainder of their contract term, as well as any billing that would be due to terminate the contract. Upon acceptance by the business of their notification of cancellation, they would have been provided with the return instructions for the equipment. As stated in the terms and conditions, since the equipment is regulated by the ***** billing continues until the equipment is received by FP as the device is otherwise expected to be in the possession of the business. As of today, FP has not received the customer's equipment. Upon return of the equipment, the amount due by the business can be reassessed.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In November of 2022 I rented a postage machine for a 12month term. I was sent a contract to sign that indicated no terms other then length of contract and amount. I was assured by the salesperson this was the agreement. After 12 months I am no longer in need of the equipment. I called to cancel and was informed I was locked into another year of the contract, I got out my initial agreement and in tiny print was a reference to a website with other terms and conditions after reading through several links I found a very small section on the fact this contract auto renews every 12 month without notice unless you notify them 90 days ahead. They now have Invoiced my for $700 to release me from this very deceptive contract.This is extremely deceptive and I want it known that this company has very shady policies. Not customer friendly: renter and buyer beware.

  

  Business response

  11/28/2023

  We have made contact with the business, explained our contract process and proposed a solution. We are waiting for confirmation from the business.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This week we received a surprising notice that our account went to collections even though we had cancelled back in July 2022, and received no correspondence regarding an outstanding $75.00 balance or instructions on how to return equipment. I attempted to call their customer service team multiple times at the time of cancellation to figure out how to return the equipment, I used the terms and conditions website that is sited on the contract, and reached out to their support team to no avail. The attorney who we contacted regarding this stated that the contract can only be cancelled when the equipment is returned. However, the screenshot none of the links/files give instructions on how to return the equipment. The collections notice now has a $3,000 charge to return the equipment, the $75 fee and over $1,000 in attorney fees. We were told that until that fee is paid FP Mailing will not accept the return of the device. However, the ***************** sheet doesn't have any indication of how to return equipment. It wasn't until the attorney sent the attachment "Return Instructions" we knew how to return the device. I would like to request FP add it directly on the signed agreement or upload that file to the terms and conditions website that is clearly labeled how to return the equipment that is leased. At the very least they should give some type of notice to the consumer before sending to collections. We shouldn't have to be going through loops to return equipment.

  

  Business response

  11/03/2023

  Information regarding the end of contract, as well as appropriate use as defined by the ***** is already in the terms and conditions.When contacting FP, the business would have been instructed as to the remainder of their contract term, as well as any billing that would be due to terminate the contract. Upon acceptance by the business of their notification of cancellation, they would have been provided with the return instructions for the equipment. Again, as stated in the terms and conditions, as the equipment is regulated by the ***** billing continues until the equipment is received by FP as the device is otherwise expected to be in the possession of the business.The inability to demonstrate possession (via usage), along with the lack of payment, resulted in the equipment being filed as lost per the **** Domestic Mail Manual. As the equipment was not owned by the business, but rather on a rental contract, the additional fee mentioned is for the value of the (lost)equipment. Upon the return of the equipment, the amount due by the business can be reassessed. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3-2-23 I contacted this company to be able to use their mailing solution machine so i could send packages to my clients. I'm a very small business. I'm just myself doing all the crocheting and knitting. And I have a small client base too. So anyway, I received the first machine. First machine plugged in didn't want to work. It had error code,I called we tried to correct issue over phone ,it was not fixable the solutions specialest put in a request for a 2nd machine I said no but he convinced me that the 2nd one would or should work so i agreed to a replacement. I Sent the 1st machine back , they sent another one plugged in. It turned on but it also had error codes just like the last one so I packaged it up after contacting them and we tried to correct the situation over the phone but it did not want to work same with the other machine I was fed up at this point. Turned around boxed it all back up, contacted the company, I told them I'm sending back this machine as well. That I do not want another machine and now. Now, this month of October, they want to charge me $867.12 for something I didn't use and they're planning on sending it to legal. That does just really crazy. I mean, this happened back on the 3rd month. 2nd day of 2023 I do not believe I owe this company anything when they receive both their machines back considering neither one of them worked. And I never got to use them and I lost my clients so in other words, my business is now closed because I don't have a way to send things to my client. I am disabled so that's the reason I reached out to them to try and use their equipment to try and send my hand made products to my clients, the only thing that I want is for them to correct their little mistake. Take this off my credit report and apologize for tarnishing my reputation as a small business besides who in their right mind would send a customer broken machines and recieve them both back and have the odasity to charge them for the broken machines .I didn't get to use the machines for my business so I say, if you don't get to use it. Because the company sends out broken machines. It should be that you do not owe anything. And I'm being told now that I have a contract and that I have to honor that contract. I'm sorry, honey, if I didn't use it. And you guys accepted the machine's back, I'm not paying you for your broken machines that i didn't break. I don't feel. I owe you because you set me broken machines twice. Please correct this issue and stop horrassing me over something you failed to provide me in the first place.

  

  Business response

  10/13/2023

  We understand there was a problem with the equipment. We did process the exchange but we never saw the second piece of equipment attempted to be set-up. When the equipment was returned, we billed for the full contract since it was an unauthorized return. However, we will work with the business to lessen the settlement amount and resolve the matter.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Earlier in the year, salesman came in stated our postage machine is obsolete and we needed to upgrade to new machine, when I checked into other machines, I found better equipment and better pricing, so we switched. they stated that it was too late and I missed cutoff for the contract(from when? really old) by 1 day. after back and forth about returning equipment, (I thought same person who said equip. was discontinued was picking it up)it was returned and they billed for the entire year. today she calls and states it is going to collection! the machine was not used and returned, at the very least it should of pro-rated.ups tracking#1z4785810310090563

  

  Business response

  10/04/2023

  This matter has been resolved directly with the business.

  Customer response

  10/09/2023

   
  Complaint: 20675137
  
  I am rejecting this response because: no one has contacted me!
  
  Sincerely,
  
  *******************************

  

  Business response

  10/10/2023

  We have spoken with the business and cleared up any remaining issues they may have had.

  Customer response

  10/13/2023

  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. They sent us a billing adjustment, please close this out and thank you very much for the help!!
  
  Sincerely,
  
  ****************************;  

• Initial Complaint

  06/02/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In April 2023 I called because our machine was not working. Same issue and errors codes as last year when they swapped out my machine. ***** helped me. When I asked if we were in a contract she said No. I reviewed my emails from the person who had my job before me and found an email from *********************** on Jan 21, 2020 with a contact that was not signed and he kept asking for a signed copy back which was not provided.When I asked to send the machine back in April and end our relationship, I was transferred to ********************* who gave me the information on sending it back. He also told me I was locked into a contact and needed to pay it out. I asked for the signed contract on two different emails and emailed customer service and received nothing. I emailed legal and then **** provided a contract from 2014 for a 39 month contract. I do not have the equipment and I do not want to pay another *****. Just to ship it back was over $200 because they wanted insurance on something that didn't work. I want our account closed with $0 due and a letter stating that.

  

  Business response

  06/13/2023

  We have resolved this matter directly with the business.

  Customer response

  06/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and what I asked for has been resolved.  Unfortunate that I have to take it this far.
  
  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. ↩