Complaints

This profile includes complaints for Quadient, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Quadient, Inc.

  478 Wheelers Farms Rd Milford, CT 06461-9105

  
• 

  Quadient, Inc.

  4650 Hickory Hill Rd Memphis, TN 38141-6815

• 

  Quadient, Inc.

  2748 Alton Rd Ste 100 Irondale, AL 35210-7313

• 

  Quadient, Inc.

  250 Executive Park Blvd Ste 4800 San Francisco, CA 94134-3345

• 

  Quadient, Inc.

  1200 N Arlington Heights Rd Ste 130 Itasca, IL 60143-3110

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account number: ******* / Serial number: ******** / Ticket number: ******** / Salesperson: Carol P***** / Contract signed on 7/28/23 / Order number: ******* /////// We have been a customer for many years and recently signed a new contract with Quadient. The contract specified that we would be receiving a new meter - which we did. Unfortunately, the meter did not work from day one. We were told on the day we received it that a new machine would be overnighted to us and we have yet to receive it. Now, we are getting letters demanding we return the new unit or pay immediately. We have contacted Quadient numerous times to no avail. We have been told there was a mix-up on Quadients end and they were trying to correct it. Every time we speak with someone, they say they will call back but never do. We have left messages and emailed Carol P***** and have never received a call back. We have also called several departments within Quadient and have gotten no where. We have spoken to a Nicky, Alex, Michelle and Sergio. All we want is to have a postage meter that works. We are at wits end as to how to handle this as no one seems to care enough to respond to our calls/emails.

  

  Business Response

  Date: 10/11/2023

  Hello *****,
  
  Thank you for
  reaching out to us. Please accept my apology for your experience with the new
  equipment.
  
  Your replacement equipment
  is shipping today. The ***** tracking number for this is ************. Once
  your new equipment arrives, we will help you set it up and make sure you are
  all set.
  
  The lost meter
  invoice # ******** for your old equipment will be credited in full once it is
  returned. I will reach out to you to ensure you have a return label for the
  return shipment of the ***** machine and meter. We will also provide you a return
  label for the original IX-1 machine and meter you received.
  
  Due to this
  experience, I will credit your first quarterly equipment rental invoice
  for the IX-1 machine.
  
  I sincerely
  apologize for the delay and for any inconvenience this may have caused. Please
  feel free to contact me directly at [email protected] if you have any
  questions or if you need further assistance.
  
  
  Sincerely,

  
  Kimberly A**

  Customer Answer

  Date: 10/12/2023

  
  
  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.   I still find it unacceptable that it took a BBB grievance to receive the assistance we had been trying to get for quite some time - but I’m glad that in the end, Quadient did come through.  We received the new meter today.
  
  
  
  Sincerely,
  
  
  
  ***** ******* **** ****** ********** *******

   

• Initial Complaint

  Date:09/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Quadient is very pushy when they try to get new or renewal of contracts. When you do renew, that date becomes the new date, thus the higher charge become more recent and they get more money; instead of the renewal coming when the current contract ends Second, since they charge a quarter in advance. If you renew, the amount you paid before is not deducted. This is how they are making money over fists. When you call customer service or billing, they make is seem like your the one in trouble and very rude. You need to be very careful with them.

  

  Business Response

  Date: 09/29/2023

  Hello ******,
  
  Please accept my
  apology for your experience and for any confusion that may have occurred when
  you upgraded your equipment.
  
  We do not charge for
  overlapping billing periods. Your old contract # ****** expired and went into
  auto-renewal status on July 28, 2023. Your new contract # ******* began on
  September 4, 2023. This is the reason you noticed the equipment rental charge
  on the July statement for your postage funding account. – I have credited the
  equipment rental invoice on your July statement in full in the amount of
  $56.63.
  
  The equipment rental
  charge in the amount of $52.53 on the September statement for your postage
  funding account is for your new contract # *******.
  
  I am sorry to hear
  of your experience with our Customer Service billing team. We value your
  business and want to ensure all interactions with our Customer Service team
  resolve your concerns and meet or exceed your expectations.
  
  Please feel free to
  contact me directly at [email protected] if you have any questions or if you
  need further assistance.
  

  
  Sincerely,
  
  
  Kimberly A**

  Customer Answer

  Date: 10/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: When you state that you credited the equipment rental on our July Statement for $56,.63, did you mean that you are giving us credit for that amount? or that you applied our payment?  Because I don't see any credit on our account online.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 10/09/2023

  Hello ******,
  
  I apologize for any
  confusion that may have occurred.
  
  The equipment rental
  invoice on your July statement was credited in full in the amount of $56.63.
  This credit is independent of any payments you have made on the account.
  Equipment rental invoice credits may take between 5 - 7 business days to
  process. This credit has processed and posted to your postage funding line of
  credit. You will see the credit reflected on the October statement.
  
  I have also credited
  the $36.00 Annual Fee for your postage funding line of credit. Please allow 24
  - 48 hours for this credit to process and post to the account.
  
  Please feel free to
  contact me directly at [email protected] if you have any questions or if you
  need further assistance.
  

  
  Sincerely,

  
  Kimberly A**

• Initial Complaint

  Date:08/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract signed 2/23/2023
  Contract price held until July 15th 2023, Price $39.99/mo for 36 months for a ix-3 series postage meter.
  Prepared by:
  ?Jon A********?
  ?************************?
  ?###-###-#### Ext. *****?
  Quadient, Inc
  
  We entered into an agreement with Jon in regards to the iX-3 series postage meter, from the beginning Jon was very pushy and did a lot of talking over us, not addressing many of our questions regarding comparing the meters, costs associated and features of the machines. We were switching from pitney bowes and wanted to be sure we were making the correct decision. Starting the last week of May I had reached out to Jon multiple times with zero response, and then again to various staff members that would pass along the message throughout June, we wanted to be sure the meter would arrive by July 1st.
  When July 1st arrived Jon never actually shipped the meter to us, It took multiple attempts to reach him and the staff at Quadient to get a shipping date or tracking number, becuase by this point we no longer were using pitney bowes and had no way to mail our letters out. Our meter arrived July 15th, set up was uneventful other than there was no information on how to actually run the machine, (ie change postage, add postage etc.). Upon trying to set up our myquadient account the website would not allow us to create an account, again having to reach out to Jon or his staff members to get a response. Jon doesnt listen to his customers he consistantly talks over them and does not actually address the issue at hand. We would like to return this meter and not be burdened with the contract we were required to sign before even seeing the machine and/or how it worked. Our IT professional cant even figure out how this machine works, how can my staff that are not computer literate do it? I dont feel that we should have to reach out and wait days for a response for every little thing with this machine.

  

  Business Response

  Date: 08/18/2023

  Hello *****,
  
  I am very sorry to
  hear your experience with us has not been positive. Your feedback is very
  important to us. Our goal is to provide an exceptional experience for each
  customer. I have reached out to the sales manager regarding your experience
  with the sales representative.
  
  I noticed you also
  mentioned you were having difficulty registering your account on ************** – Your account is registered online. I completed the registration by adding
  your contract details to help you view your invoices and account management options.
  You should be able to access the online portal with username:
  *************************
  
  If you need
  assistance with using the equipment, I would be more than happy to have one of
  our technical support leads call you at a time that is most convenient for you
  to help address any questions you may have.
  
  I reviewed your
  account and noticed you signed a 36 month rental agreement. The meter activity
  shows postage was successfully downloaded to the machine in July.
  
  We will reach out to
  you directly to provide further assistance. Please feel free to contact me
  directly at ****************** if you have any questions.
  
  
  Sincerely,
  
  Kimberly A**

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has extremely unethical billing practices. Twice in the past, I sent checks for payment well in advance of the due date, and they held the checks and cashed them the day after the due date and charged me late fees. This has led me to no longer be willing to send checks and instead pay online. Last month their online payment was not working, so I spent almost an hour on hold to try and pay by phone, which did not work either. Now this month they are charging me another late fee. I have been trying for months to cancel my service, but they tell me I am under contract. I have requested a signed contact several times, but they will not produce one. I want this latest late fee removed, and I want to cancel my ongoing service so I can work with an honest postage company. Each time I have to reach out to them it is an extensive wait on the phone.

  

  Business Response

  Date: 08/18/2023

  Hello ****,
  
  I am very sorry to
  hear of your experience. I have reviewed your account and payment activity to
  determine the reason you incurred late fees on your Quadient Postage Funding
  line of credit.
  
  Your online portal
  shows the payment for the March and June statements were submitted after the
  due date.
  
  The March statement was due
  by 04/27/2023. The online payment was made on 05/11/2023.
  The June statement was due by
  07/27/2023. The online payment was made on 08/08/2023.
  
  I have credited the
  late fee and finance charge on the August statement as a courtesy.
  
  07/27/2023 $39.00 Late Fee
  (*Credited)
  07/30/2023 $0.96 Finance
  Charge (*Credited)
  
  The Quadient Postage Funding line of
  credit is an optional funding method that is subject to late fees and finance
  charges if the balance is not paid in full by the due date. We do offer ACH
  direct debit and prepaid postage funding options that are not subject to late
  fees or finance charges.
  
  I have attached a
  copy of your rental contract. The initial contract term was from October 25,
  2017 - April 24, 2021. Your rental contract is currently in auto-renewal status
  and will continue to renew on quarter-to-quarter basis as outlined in the terms
  and conditions of the contract.
  
  We value your
  business and are sorry to hear you have decided to cancel your contract. I have
  provided your contact information to our cancellation team so they can help you
  with your cancellation request.
  
  Please feel free to
  contact me directly at [email protected] if you have any questions.
  

  
  Sincerely,
  

  Kimberly A**

• Initial Complaint

  Date:08/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WRITING TO REQUEST FOR A FULL REFUND. IT FELL SHORT OF MY EXPECTATIONS. REQUESTING FOR A COMPLETE REFUND OF THE AMOUNT PAID. REQUESTING TO HAVE THE REFUND PROCESSED PROMPTLY. ANY DELAYS OR DENIALS IN PROCESSING THIS REFUND WILL RESULT IN AN ESCALATION OF MY COMPLAINT. REFUND CHECK FOR THE FULL AMOUNT SENT TO MAILING ADDRESS FROM COMPLAINT. PROVIDE CONFIRMATION. LOOKING FORWARD TO RECEIVING A CONFIRMATION OF MY REFUND & TO RECEIVIN.G MY REFUND WITHIN 30 DAYS.

  

  Business Response

  Date: 08/08/2023

  Hello ******,
  
  You currently do not
  have an account with ********. Our records show your rental contract was
  terminated on December 4, 2020. There is no credit or refund due on the
  account. The account was sent to third party collections in November of 2018 as
  a result past due debt.
  
  Please feel free to
  contact me directly at ****************** if you have any questions.
  

  
  Sincerely,
  
  Kimberly A**

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Despite 10 phone calls and multiple emails, this company has failed and refused to send us any instructions or mailing labels for returning their machine. We cancelled the contact exactly in accordance with their onerous cancellation procedure. It has now been two weeks, and as we explained to them, we have to vacate our office by August 1st because our landlord is tearing down his building. Very, very, very frustrated!!!

  

  Business Response

  Date: 07/31/2023

  Hello *****,
  
  I apologize for your
  experience during the cancellation process.
  
  The terms and
  conditions of your contract outline your agreement to provide a 30 day notice
  of intent to cancel. Your cancellation request was received on July 18, 2023.
  We did expedite your cancellation within 10 days, and a return label was
  emailed to you at [email protected] on July 28, 2023.
  
  I have attached a
  copy of the terms and conditions of your contract for your convenience. I have
  also attached a copy of the return instructions with the link to create a
  return label that was sent to you on July 28, 2023. You can create a return
  label by using the following link: ****************************************************************************************
  
  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.
  
  Please feel free to
  contact me directly at [email protected] if you have any questions.
  

  
  Sincerely,
  
  Kimberly A**

• Initial Complaint

  Date:06/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been trying to cancel our account with Quadient since last year, and now they're trying to charge us 314.48 cents to cancel our account with them. I've contacted their support as well and we would appreciate it if our account with them was closed with no further payment.

  

  Business Response

  Date: 06/20/2023

  Hello *****,
  
  I apologize for your
  frustration and for your experience during the cancellation process.
  
  I noticed your
  complaint indicates you have been trying to cancel your account since last
  year. I reviewed the attachment you submitted with your complaint showing the
  communication with Alexis on March 17, 2023. I was provided a copy of her
  response letting you know that you would need to call our Customer
  Service/Cancellations team to start the cancellation. Your written cancellation
  request was received on May 17, 2023.
  
  The termination
  quote you were provided is related to an open rental invoice. I will reach out
  to you directly to assist with a credit so we can expedite the cancellation for
  you. Once processed, you will receive return instructions via email with a link
  to generate a return label.
  
  You can also contact
  me directly at ****************** if you have any questions.
  

  
  Sincerely,
  
  Kimberly A**

• Initial Complaint

  Date:03/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a postage machine from Quadient. It has not worked for 10 months.
  At no time have they offered to fix the issue, or even ask what is not working.
  We asked to end the contract and were told there are termination fees. The fees are almost triple the amount due for the duration of the contract.
  We offered settlement equal to the duration of the contract. We were told we would receive a 'postage credit' in the amount of 850.00 which makes no sense, as the machine is inoperable. The fees are still almost double the contract duration amount.
  We simply wanted to resolve this matter, return the machine and source service that actually works.
  We are hopeful to receive assistance from the BBB to settle this.

  

  Business Response

  Date: 03/28/2023

  ***** ******
  
  I apologize for your
  frustration. I have reviewed your account and the details of your complaint.
  
  You have not been
  able to use the equipment because the postage account is currently disabled due
  to non-payment of Quadient Leasing invoices. The postage account was disabled
  on June 30, 2022. At that time, there were two open invoices 60-90 days past due.
  
  Invoice ******** Due by
  January 14, 2022 [Payment Received July 20, 2022]
  Invoice ******** Due by March
  24, 2022 [Payment Received July 20, 2022]
  
  Currently, the
  following Quadient Leasing invoices are still past due. These invoices will
  need to be paid before the postage account can be enabled.
  
  Invoice ******** Due by
  September 24, 2022 [No Payment Received]
  Invoice ******** Due by
  December 24, 2022 [No Payment Received]
  Invoice ******** Due by March
  24, 2023 [No Payment Received]
  
  Coast Pavement
  Services signed a 63 month lease agreement with a contract term from March 24,
  2020 – June 23, 2025. The contract terms and conditions specify the lease is
  non-cancelable during the term mutually agreed upon in the signed contract. The
  early termination quote you received is the amount Quadient Leasing is willing
  to accept to release Coast Pavement Services from the non-cancelable agreement.
  
  You have a credit in
  the amount of $850.85 on your Quadient Finance account (for postage funding)
  due to an overpayment on October 24, 2022. Quadient Finance USA and Quadient
  Leasing USA are two separate entities. At your request, we can help you initiate
  a transfer from Quadient Finance USA to Quadient Leasing USA to cover the past
  due balance on your lease.
  
  If you have any
  questions, please feel free to contact me directly at ******************
  

  
  Sincerely,

  Kimberly A**

  Customer Answer

  Date: 03/29/2023

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

  I have been contacted by someone named Pam A***** who is stating a completely different response regarding the account.

  The payment issue Kim stated was resolved long ago, due to misapplication on Quadient's part.

  According to Pam there is actually a credit on the postage account which directly the opposite of the response supplied by Kim.

  We simply want to be done with the less than above board practices of this company, which are evident from the response by the Quadient representative's reply.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 03/29/2023

  ***** ******
  
  Please accept my
  apology for any confusion. The information provided in the previous response is
  accurate.
  
  You have a credit in
  the amount of $850.85 on your Quadient Finance account (for postage funding)
  due to an overpayment on October 24, 2022.
  
  You have a past due
  balance on your Quadient Leasing account for three past due leasing invoices.
  
  Quadient Finance USA
  and Quadient Leasing USA are two separate entities. At your request, we can
  help you initiate a transfer from Quadient Finance USA to Quadient Leasing USA
  to cover the past due balance on your lease.
  
  Currently, the
  following Quadient Leasing invoices are still past due.
  
  Invoice ******** Due by
  September 24, 2022 [No Payment Received]
  Invoice ******** Due by
  December 24, 2022 [No Payment Received]
  Invoice ******** Due by March
  24, 2023 [No Payment Received]
  
  If you have any
  questions, please feel free to contact me directly at ****************** 

  
  Sincerely,

  Kimberly A**

  Customer Answer

  Date: 03/29/2023

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

  Again, this is COMPLETLY different than what I was told yesterday.
  

  I was told there is ZERO balance due and that I am being sent packaging - at ZERO charge to us -  to return the non working equipment (NOT due to lack of postage) not that anyone from Quadient ever followed up on repair requests.
  

  I will accept NOTHING less than what I was told yesterday.  ZERO monies owed on our behalf and return of useless equipment at NO CHARGE to us.

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

  

  Business Response

  Date: 04/03/2023

  ***** ******
  
  Your account is not
  reflecting a zero dollar balance. No payment has been received on your last
  three quarterly leasing invoices.
  
  I reviewed the meter
  status. It is functioning normally. You are unable to use the equipment because
  the meter was disabled by our collections team due to the delinquency on the
  lease.
  
  The collections
  representative you have been communicating with will reach out to you this week
  with a settlement offer that will need to be signed to use the $850.85 credit
  you have sitting on the postage funding account to settle the lease.
  
  We do not provide
  packing materials. Once the cancellation has been processed, return
  instructions are sent via email with a link to generate a return shipping
  label.
  
  If you have any questions, please feel free
  to contact me directly at ******************
  

  
  Sincerely,

  Kimberly A**

• Initial Complaint

  Date:03/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have contacted this company who was originally ******* but was bought out. We have one of their machines that has not worked within two years. NO one renewed the contract yet they are charging us for equipment that does not work nor needed. They will not take calls and ignore emails and wont send anyone to pick up their equipment. At this point it seems like a scam corporation since the change or ownership.

  

  Business Response

  Date: 03/14/2023

  Hello *****,
  
  I apologize for your
  frustration. I have reviewed your account and the details of your complaint.
  
  NHP Foundation
  signed a 63 month lease contract. The contract term is from January 18, 2018 –
  April 17, 2023. There was not a renewal because the contract is still within
  its initial term. I have attached a copy of the lease contract and the contact
  terms and conditions for your convenience.
  
  I confirmed the
  postage machine is functioning normally. You have not been able to use the
  equipment because the postage account is currently disabled due to a returned ACH
  that was not repaid.
  
  On 12/28/2021, the postage
  account was disabled due to non-payment of a past due balance.
  On 01/08/2022, the postage
  account was disabled again due to a returned ACH. Quadient has sent three ACH return
  letters with no response.
  
  There are currently
  three past due invoices on lease *********.
  
  Invoice ******** [$220.34 Due
  by 18-Oct-2022]
  Invoice ******** [$74.74 Due
  by 01-Nov-2022]
  Invoice ******** [$220.34 Due
  by 18-Jan-2023]
  
  If you have any
  questions, please feel free to contact me directly at ******************

  
  
  Sincerely,

  
  Kimberly A**

• Initial Complaint

  Date:03/02/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We leased a mailing machine in March of 2022. In February of 2023 the meter stopped functioning properly. I contacted the customer service help option online and spent two hours doing multiple things to try and fix the issue I was having. Then I spent about 45 minutes on the phone trying some of the same things and some different things to be told that the machine needed to be replaced. Then the lady instructed me that the machine I have is no longer in stock so I will need a new machine. They informed me that someone from the sales team will reach out to me. I waited two days and did not receive a call so I called. I was desperate and needed to mail items out. So the representative Alexis sent me over a new contract which I though was odd since I had only had my current machine for less than a year. However this contract was more money than I agreed to initially. I emailed Alexis back and said I wanted to hold off and just wanted to mail the broken machine back, there was no response. The following week I received a request to sign the contract again. So I called Quadient again and explained that I was not happy with the customer service and I really just want to mail their broken machine back to them. They were unable to fulfil there contract and replace the machine as is written in their contract so I just want to mail it back. They told me I would need to wait from someone from the termination team to contact me. I received an email by the next day asking me to pay a termination fee of $300 something dollars. So I called the company and was told by Pam that since I was terminating my contract I would have to pay for the remaining lease and no label would be sent to mail the machine back until the end of the lease. They had multiple chances to fix this issue but never attempted to right the wrong. I couldn't even a call back. I do not wish to do business like this. I can not believe the ** ****** ******* has this company on their website as a reputable company.

  

  Business Response

  Date: 03/13/2023

  Hi ******,
  
  I am very sorry to
  hear of your experience. The IS280 model machine has been discontinued. I have
  reached out to our CFO and contracts team for assistance with processing your
  cancellation request. I will be reaching out to you to provide further
  assistance. You can also contact me directly at ******************
  

  
  Sincerely,
  
  Kimberly A**