ComplaintsforFP Mailing Solutions

• 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.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed an agreement to lease a postage meter from FP in Jan 2022. The salesperson represented that the postage savings would than offset the ink/other supply costs but was supposed to furnish me with rates prior to shipping. He never did this and they shipped the meter. I had issues setting it up and spent the next 4 1/2 months trying to contact FP to get the information I was promised, and to get assistance on the setup. I called multiple times every week from February 2022 through at least June 2022 (while I was busy with tax season). Each time I would go through multiple phone menus, on to another phone menu, and end up either back to the original phone menu where I started 20 minutes earlier, or get disconnected. I tried every possible option to get a live person for assistance. It was absolutely infuriating and this went on for over 4 months. There was no option to leave a message or get a call back. Finally in early Summer I was able to get through, and informed them that their level of customer service was unacceptable and I would be returning the machine, which I did at my cost. They then billed me $837.81 for a meter which was never used. I explained the situation to the person there who finally answered the phone and was told there was nothing he could do. I offered a compromise and was rejected. Last week I was contacted by their collection attorney who offered to "take $100 off but the amount due was now $1,100 with fees". I rejected this. At some point in the conversation he stated "so you are one of those people" and started laughing at me. I promptly hung up on him as it was the most unprofessional call from another business that I have ever received. Part of the responsibility of a company in the leasing business is to provide customer service for their leased products. FP should accept responsibility for their dismal customer service and be willing to come to a reasonable resolution of this matter.

  

  Business response

  03/17/2023

  We have been unsuccessful in reaching the business directly. We are happy to work with them to resolve any issue they may be having.

  Customer response

  03/17/2023

   
  Complaint: 19506152
  
  I am rejecting this response because:

  I have no calls from them since filing this complaint and had reached out to them several times prior to filing the complaint to reach a compromise. They have made no effort to resolve this other than sending me late notices for the full amount of their original invoice and refusing to take any responsibility for their customer service failure in providing technical support for the leased machine. It should not take 4 months of calling to speak with someone to get assistance.

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

  

  Business response

  03/21/2023

  We have spoken with the point of contact and have reached a solution with the business directly.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have been trying to send our postbase mini back for months with this company. We end up wasting hours of our time trying to contact this company (see reviews on ****** for FP mailing solutions with the same problem). You get transferred and often times they just drop your call. It has happened enough that we believe it is an intentional tactic. We have sent emails and get no response. I emailed ************************* and let him know if we did not get a response within a week I would have to resort to settling this through BBB. FP mailing solutions has not honored our contractual agreement by not providing resonable support. They have heavily overpriced ink for their machine and underdelivered on the time/amount of letters they say it should cover. Plain and simple this machine has cost our small business more than stamps ever did. Their sales tactics in 2020 were simply false advertising. You can't call them without wasting hours and getting disconnected or transferred with no resolution.We request to have a decent response time from this company. FP mailing solutions reserves no right to bill or charge me anything when they have not provided the service that was advertised.Their reponse months ago is as follows and really shows the type of business they are:Per the contract PF requires a 90 day notice prior to the contract end date for cancelation or the auto-renew phase is initiated and the contract extends for a billable 12 months.8. Point #** on the terms document explains it is a non-cancelable contract. When the meter comes back to FP the system will automatically send out a final bill if there is any time left on the term.9. If you wish to discuss the final bill you can contact us at ************

  

  Business response

  02/27/2023

  We are currently in contact with the business to resolve the issue.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We received our postage meter from FP Mailing Solutions a month ago. We have tried to set it up. To start with, when we spoke with the sales person we were told it was wifi capable, but it wasn't disclosed we would have to have an additional piece of hardware. We have tried repeatedly to contact them to find out what we need to make it wifi capable and have gotten no response. We finally just went the route of ethernet and now we can't get it to connect to the FP servers to download our postage. We have called, emailed, contacted them through the customer online portal and through social media. When you do get connected by phone, you are left on hold for a minimum of 30 minutes and then disconnected. This is situation is infuriating and sad. I had used them in the past and they were an outstanding company. Seems that is no more. We need to break this contract (and need the cancellation to be in writing from FP), be refunded the money we have paid already for the meter, shipping and postage. We also need the return shipping to be at FP's expense. These actions need to be done immediately so we can go with a company that is reliable and willing to fulfill the need we have. This company needs to be investigated because they are misrepresenting their ability to fulfill their obligations to their customers and still expecting their customers to pay.

  

  Business response

  01/06/2023

  This matter has been resolved directly with the business.

  Customer response

  01/09/2023

   
  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.
  
  Sincerely,
  
  *************************** Plus Llc

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I merged the old account with the new one, and it's been a complete disaster! No one gets back to me, im getting double billed from 2 different leasing companies who apparently don't even know each other and ******* that did this mandated update is completely incompetent, and I'm getting doubled billed non-stop. It's like I'm the ones who's crazy like twilight zone in real life! WOW.

  

  Business response

  11/22/2022

  We have resolved this matter directly with the business.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a post base mini from FP-Mailing solutions. I spoke to ********************* over the phone and he set up the sale. The unit came in and did not work, had an error message. After multiple emails and calls I finally got a new machine in around the first week of August (I don't have the date). That machine connected but then gave me an error message saying it had not been assigned to my account. I contacted customer support via email and tried to get on the phone but the wait times were so long the service would disconnect me saying *********** are too long, please call again another time". This happened over and over. I contacted ********************* again on 8/25 and said after having the service for two months I still could not use it and I wanted to return both. I told him I wanted instructions on how to return at their cost because I shouldn't have to pay for postage (I have two machines, they never told me how to return the first one either). I also wanted the $50 on my online postage account with FP refunded. He has still not answered me. I want instructions on how to return both machines at their cost (there was no cost of the machine until I had it six months so I have not yet been charged for a machine; I was charged for the extra printer cartridge but have not opened it and am unable to use it). I will also return the additional printer cartridge. I want my $50 in postage I loaded online in my account refunded. I have been trying to return the first machine since June 22, 2022 when I emailed ***. Now I have two that don't work and need both of them out of my office.

  

  Business response

  09/08/2022

  We have tried to reach out to the business to resolve this matter directly but have been unsuccessful in reaching them.

  Customer response

  09/09/2022

   
  Complaint: 17798576
  
  I am rejecting this response because:

  I returned the business's email on 9/8/22 to ********************  ************** said he tried to call but couldn't reach me and asked me when a good time to connect was. I emailed him back the following: 

  "I dont need to connect.  I just need information on where to send the postage meters back to, how postage will be paid, and how to receive the $50 refund for the postage on my account. 
  
  Thank you for your assistance."

  I have not heard back yet.

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

  

  Business response

  09/29/2022

  We were able to connect with the business and have resolved the matter.

  Customer response

  10/06/2022

   
  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.

  Via a phone call and email they have agreed to refund me the postage and for the unopened ink cartridge, let me out of the contract, and sent two shipping labels for me to send the machines back. 

  Thank you for your assistance. 

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

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted the services of this company and received the meter. I was never able to conect it or make it work, despite the fact tht i bought two wifi extenders as the manual of user recommended. I tried to reach customer service for more than 6 months and I was never able to be connected to technical support. I decided to cancel the contract, they sent instructions on mid of July. Unfortunately i went into surgery and I'm in bed rest, I cant lift weight so i haven't been able to return the meter. Now today august 26th i got a call from a lawyer who was harassing me and threatening to *** me for $4000 unless I pay him $1236 over the phone. This company needs to be investigated, they offer a service that's is impossible to use and the us the customers are the one at fault. I had read the reviews of other customers and honesty it breaks my heart because as an entrepreneur, we count with the good faith of companies that are promising services. Its like this company get us into contract with the sole purpose of demanding big amounts of money.

  

  Business response

  09/08/2022

  We have tried to contact the business directly to resolve this matter but have been unsuccessful in receiving a response.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased postage ink in June 2021 with a use by October 2022 date. August 5 I tried to install the ink and received an error code. After an hour of waiting on hold I spoke to someone who said the ink was old and we would have to purchase more. After speaking to customer service I asked about the expiration date and if we could receive a partial credit for the DEFECTIVE ink and was told no because it was old. It has not reached their expiration date and we would still like at least a partial credit. I asked if the date was for them or us in which I was told it was for them internally so by that answer, if this product was still on their shelves it would be ok to send out. This is not good business or customer service.

  

  Business response

  08/12/2022

  This matter has been resolved directly with the business.

  Customer response

  08/12/2022

   
  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

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to contact FP Mailing Solutions to resolve a problem with my company having an issue uploading new postage rates that went into effect 7/10/22. i Have been in the hold que for over 2 hours, cannot get anyone to answer. I have sent an email requesting help, no response.

  

  Business response

  07/26/2022

  We have resolved the matter directly with the business.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are under contract with this company to provide postage service through a postage machine and service. About 4 months ago our machine stopped working. I spent hours on the phone trying to reach customer service(no one ever answered), I tried submitting my request through their online portal(no response), I left a negative review online hoping to get a response(nothing). Finally, using their online portal I requested cancellation. I got a response telling me that it would cost over $800 to cancel the service due to our contract even after telling them the issues we were having (Not being able to use the machine or get a hold of anyone in the company to contact me). Finally after 3 more days I got a new machine up and running. Two weeks later everything stopped working again. Again I have tried getting a hold of someone, anyone at their company to help with no response. Even the people I was working with before will not answer the phone or return calls or emails. I am stuck with a costly machine and no way to access the postage we have loaded.

  

  Business response

  06/16/2022

  We are currently working with the business directly to resolve this matter.

  Customer response

  06/17/2022

   
  Complaint: 17321204
  
  I am rejecting this response because: I still have not heard from them in regard to my complaint. The statement that they are working with the business to resolve this complaint is 100% FALSE!
  
  Sincerely,
  
  ***********************

  

  Business response

  06/29/2022

  We have started discussions with the business and look to have a resolution within the next few days.

*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. ↩