ComplaintsforFP Mailing Solutions

• 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,
  
  *********************************

• Initial Complaint

  05/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We entered a contract with FP Mailing Solutions for a postage system. Over the last 6+ months the postage system has had repeated errors and has locked up on numerous occasions requiring us to incur time, costs and expenses trying to remedy the problem. We have also spent time out of the office for this issue, obtaining stamps and mailing items at the post office. In addition to having to pay for two(2) machines that do not work, FP has required us to purchase four (4) ink cartridges in excess of $ ****** EACH. FP has been notified on NUMEROUS occasions of these issues and they remain uncorrected to date. When contacted to request a return box and instructions for the machine, they advised that I must pay to have the machine returned AND they would issue an invoice for the remainder of the contract term, upon receipt of the machine. At this time, I am going to have to find a new postage stamp service. It is something we utilize on a daily basis. I don't care who the service is with as long as it works. They have breached their contract to provide us a working machine and have charged ** on numerous occasions to try to fix THEIR BROKEN machines. I will bear the costs of returning the machine(s) and the various useless ink cartridges, but if I receive a bill from this company, a breach of contract lawsuit will ensue, without any further notice. I am seeking to return their property and sever ALL ties with this company.

  

  Business response

  05/21/2023

  We are currently in contact to resolve this matter with the business.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We (*********************************) had been customer of ********************** for a postage meter for several years. In June of 2022, FP notified ** that our current meter was going to be phased out and we would be having to lease a new unit. At that time, FP also wanted ** to sign a three year extension for the lease, which we signed. When we received the unit in early JUly, it did not work. We made several attempts to get the unit up and running, but it would not. We reached out to custmer service via phone, and were unable to get ahold of any customer representative for several weeks. We lost countless hours being put on hold, calling every other day to no avail. Finally, we reached out via email and stated we wanted to cancel our agreement as our equipment was faulty, and there was no customer service available to to help fix the problem. At that time, a customer service rep reached out and said they could fix the issue, but after multiple weeks of not hearing from the company we decided we did not want to do business with a company that was so unresponsive, had inoperational equipment and no means to assist us with customer support. We mailed our unusuable ********************************************* postage meter back, along with the meter that was phased out of working. FP stated that we would be responsible for paying the full three years of our agreement, even though we had the piece of equipemnt for about a month and it never worked. FP is in posession of the unit, and continue to send us invoices for a service we didn't use and equipment we don't have. Based on other BBB and ****** reviews, it appears our issue isn't uncommon with FP.

  

  Business response

  04/23/2023

  We have been unsuccessful in reaching the business. We would be happy to resolve the matter directly.

  Customer response

  04/25/2023

   
  Complaint: 19927413
  
  I am rejecting this response because: FP contacted us via email with similar talking points to our original dispute. They claim that responding to us three weeks after we initially contacted FP to get our machine operational is satisfactory. To lock ** into a 39 month agreement and to not deliver on their product we feel is a predatory business tactic. 

  FP claims that our old machine was operational, however in their initial sales pitch for our new postage machine they gave the appearances that our existing machine was not in compliance with **** policy. 

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

  

  Business response

  05/11/2023

  The prior equipment the business had is equipment that is to be decertified by the **** as the equipment prints an *** indicia, not an IMI-compliant indicia. The upgrade of equipment at this time was so the business was not waiting until the end of the *** compliance period to switch equipment. So the *** equipment the business had was still valid and operational. Regarding the new equipment provided, we were unable to ascertain the issue described by the business as they had contacted the sales department and refused service when offered, both on July 22, 2022. (Correspondence attached to affirm the denial of service). When the equipment was returned, the contract was billed through the full term. The business was informed of this prior to the return of the equipment.
  
  Aside from the agreement being non-cancelable, there is a cost associated with the preparation and shipment of the equipment, and pricing provided for the term of the agreement is with the expectation that the agreement term will be fulfilled. In April of this year, when discussing the amount due on the account, an offer to the business had been made to cancel the contract and close out the account, and that had been reduced further later in the same month. This was not accepted by the business. In order to close out and resolve the matter, and to be fair between both businesses, FP will reduce the amount due by 60%. Once accepted and remitted by the business, the account will be closed and the matter resolved.

  Customer response

  05/17/2023

   
  Complaint: 19927413
  
  I am rejecting this response because: While we appreciate somewhat of a reduction, reducing the final bill by 60 percent is not acceptable in our estimation. Again, the issue comes down to FP providing faulty equipment and not having customer service to remedy the issue. Several weeks of downtime and response time is not acceptable by any business. The only remedy we would accept is for FP to send ** a new postage meter, and to begin billing ** at the agreed to rate only when the machine is fully functional. Otherwise, we reject the 60 percent reduction. 

  We also sent the postage meter back under our own costs, so I dispute that there were costs involved on FP's part. 

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

  

  Business response

  05/22/2023

  FP agrees to ship the customer a new postage meter and will coordinate a time to walk through the set-up with the customer.

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