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:02/10/2023

  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.

  After a number of issues with Quadient ranging from loading our postage balance, to issues with paperless billing, and a large number of late fees they reviewed to waive, I wanted to get a head start in giving notice of non-renewal of our postage machine lease. I reached out to our personal rep in February 2022, who informed me she could only help with sales not cancellations, and that I'd have to call the customer service line. I tried to call but after waiting to speak to someone for over an hour I hung up.
  
  Given my frustration and knowing that our lease doesn't end until September 2026, I put trying to call to give notice of non-renewal again, until February 2022. I was told could not give notice of non-renewal at this time, that would have to give notice between 4 months and 90 days prior to the end of the lease (September 2026). Another option is to cancel now and buy it out now at 42 months remaining x $164 per month + a cancellation fee. So we would pay more now that to cancel then we would over the life of the lease and we would not have access to a postage machine. Even though the value of $1 is likely worth more now than it will be in three years, so you would think just paying off the lease would be enough. We are currently paying about $2,000 per year and using about $100 worth of postage a year, so I REALLY want to make sure the lease doesn't renew at the end of our term, but knowing that employees might leave between now and 38 months from now, I don't know how to guarantee that the non-renewal call doesn't slip under the radar.
  I can't think of any good reason why I shouldn't be able to give notice of non-renewal now, even though we are 42 months out, other than Quadient is hoping we might forget to give notice within the 90 day window and get stuck auto-renewing our lease.

  

  Business Response

  Date: 02/21/2023

  Hi *****,
  
  I am sorry
  to hear of your experience. You are a valued customer, and while we don't want
  to lose your business, I can certainly help you set the lease up to ensure it
  does not renew at the end of the contract term. I will reach out to you to obtain the information needed to help
  set this up for you.
  
  I could not locate
  any fees on your postage funding account. I will contact you to determine what
  type of issues you are experiencing with paperless billing so that I can better
  assist.
  
  If you have any
  questions, please feel free to contact me directly at **************
  
  
  Sincerely,

  Kimberly A**

• Initial Complaint

  Date:02/02/2023

  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.

  I leased a mai**ng machine from Quadient on 8/20/21. Prior to signing my lease I asked my sales rep BRIAN D******** if there was a trial period to make sure the machine was going to meet my business needs. He informed me there was no trial because they've never had an issue with this. I have yet to be able to use this machine they leased to me. I have had several correspondences with the company and all they try to do is upsell me on a machine I should get so that I can use the original machine for what I needed! This company operates in an extremely unethical manner. I am now locked into a 4 year lease for a machine that I haven't ever used and can't ever use.

  

  Business Response

  Date: 02/13/2023

  Hello ****,
  
  I am sorry to hear
  of your experience. Upon reviewing your account, I could not locate any contact
  from your business to report an issue with the equipment after it was installed
  by a service technician in 2021. We can certainly help you resolve any technical
  issue you may be experiencing with the equipment.
  
  A 48 month lease
  contract agreement was signed in August 2021 by **** ****** on behalf of The
  ****** Insurance Group. The terms and conditions of the contract you signed
  include a promise to pay through the lease term mutually agreed upon. I have
  attached a copy of the lease contract and the terms and conditions of the lease
  for your convenience.
  
  I will reach out to
  you to offer assistance with the equipment. If you have any questions, please
  feel free to contact me directly at ******************
  
  
  Sincerely,
  Kimberly A**

• Initial Complaint

  Date:01/30/2023

  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.

  To Whom It May Concern at the Better Business Bureau,
  I am writing this letter to file a complaint against Quadient regarding the recent experience I had with the company. Without any prior discussion or authorization, my organization was sent a new and more expensive postage meter, which we subsequently asked to return. However, we were shocked to find out that Quadient charged us for the return shipping, which we believe to be completely unfair.
  I am extremely dissatisfied with the way Quadient handled this matter and the lack of communication and respect shown towards their clients. This experience has caused us to incur additional expenses and has left a bad taste in our mouths.
  I am reaching out to the Better Business Bureau to request your assistance in resolving this matter. I demand that Quadient credits us for the return shipping charges as soon as possible and provide an explanation for their actions.
  I would appreciate your prompt attention to this matter and a resolution that is satisfactory for all parties involved.
  
  Sincerely,
  **** ***********
  ********** ****** ****
  Account# *******

  

  Business Response

  Date: 02/10/2023

  Hello ****,
  
  I apologize for your
  experience. Our goal is to provide exceptional service to each customer. I am
  sorry to hear we did not meet that expectation for you.
  
  I reviewed your
  account to determine the reason you were sent new equipment. A new 24 month
  rental agreement contract was signed on January 5, 2023 by **** *********** on
  behalf of ********** ***** ** for a new iX-3 postage machine.
  
  Per your request,
  the new contract was terminated and your prior contract was reinstated.
  
  The freight recovery
  invoice you received for the return of the new equipment was generated due to
  the terms and conditions of the contract that was signed. I have credited this
  invoice for you.
  
  I have attached a
  copy of the rental agreement that was signed on January 5, 2023 that led to the
  shipment of the new equipment, and I have attached a copy of the adjusted
  freight recovery invoice reflecting the credit memo and $0.00 balance for your
  records.
  
  If you have any
  questions, please feel free to contact me directly at ******************

  
  
  Sincerely,
  Kimberly A**

• Initial Complaint

  Date:01/26/2023

  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.

  On January 4, 2023, more information was requested about the Stamp machine equipment. Mr. ***** ***** sends the information. We agree to take the equipment, it was received 8 days later by *****. All the bank documentation was sent to you and in a single document you have the payment authorization and Agreement. On January 20, 2023 an email was sent to Mr. ***** informing that the machine is not working yet. On January 23, 2023 they made a debit to the bank for the amount of $60. Today, January 25, 2023, we made the decision not to continue with the services since they debit money from the bank but the machine still does not work. Mr. ***** threatens that there is a 12 month contract. The Billing service is called to cancel a contract that is invalid because the equipment was never activated by them. And they send an invoice of $457.67 for a contract placed on the bank debit authorization sheet.

  

  Business Response

  Date: 02/06/2023

  Hi ****,
  
  I am sorry to hear
  about your experience, and I would like to help you resolve this matter.
  
  Your contract will
  be cancelled as you requested.
  
  The $457.67 early
  termination quote you were initially sent was related to the terms and
  conditions of your signed contract agreement. The **** ********** ACH Debit
  Authorization is an option funding method and not your contract agreement. I
  attached the contract and terms for your records.
  
  The **** **********
  ACH Debit Authorization you submitted to fund the postage account was initiated
  with your bank on 01/20/2023. The transactions you noticed on 01/23/2023 were
  for the $50.00 ACH Annual Maintenance Fee and the $10.00 pre-note debit.
  
  The early
  termination quote was credited, and your cancellation has been processed.
  Quarterly invoice # ******** for the rental equipment will also be credited. I
  have also reached out to our Postage Administration team for assistance with
  crediting the $50.00 ACH Annual Maintenance Fee and the $10.00 pre-note debit
  back to your bank account.
  
  Return instructions
  have been emailed to you at [email protected] with a link to create
  a return label(s).
  
  I will reach out to
  you directly to ensure you have everything you need. If you have any additional
  questions, please feel free to reach out to me directly at ******************
  
  
  Sincerely,
  Kimberly A**

• Initial Complaint

  Date:11/28/2022

  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.

  Contacted this company about cancelling out the lease from the previous owner. They keep telling me that the contract signed with the previous owner is until 2025, however he signed it 12/18/2018 and it was for 63 months which would be 3/2023. They are trying to extort money from me to terminate early and I cannot get anyone on the phone that can assist in solving this issue, nor respond to my emails.

  

  Business Response

  Date: 12/03/2022

  Hello *******,
  
  Our goal is to
  provide an exceptional experience for each customer. I reviewed your account
  and the details of your complaint. I could not locate any missed phone calls
  from your company.
  
  An authorized
  representative of The *** ***** **** signed a new 63 month lease contract on
  December 18, 2018 under the "Why Wait Program."
  
  The contract
  signature page states that an authorized representative of The *** ***** ****
  received, read, and agreed to all applicable terms and conditions of the
  contact and the “Why Wait Program.”
  
  The terms and
  conditions of the “Why Wait Program” outline that by electing to participate in
  the program:
  
  You agree to continue making
  payments on the Previous Lease Number (“Current Lease”) through the end of
  its Initial Term (“End Date”).
   
  The term of this new lease
  (“New Lease”) will commence one day after the Current Lease’s End Date.
  
  Your then current
  lease ********** had an initial term end date of October 16, 2019. Therefore,
  your current lease contract ********* commenced on October 17, 2019 for a 63
  month term through January 16, 2025.
  
  The "Why Wait
  Program" entitled The *** ***** **** to upgrade equipment prior to the end
  of the term of the then current lease ********** and begin using the upgraded
  equipment early on lease ********* prior to the commencement date.
  
  The terms and
  conditions of the lease contract agreement include a promise to pay through the
  lease end date and outline the lease agreement signed by The *** ***** **** is
  non-cancelable during the term agreed upon. This is referenced in the following
  sections of the terms and conditions of the lease agreement.
  
  Terms and
  Conditions, PRODUCT LEASE AGREEMENT, Page 1, Section 1: Lease of Products.
  Terms and
  Conditions, PRODUCT LEASE AGREEMENT, Page 1, Section 2: Promise to Pay.
  Terms and
  Conditions, PRODUCT LEASE AGREEMENT, Page 1, Section 4: Payments.
  
  The early termination quote you received is the amount
  Quadient Leasing is willing to accept to release The *** ***** **** from the
  non-cancelable agreement.
  
  A copy of the lease
  contract agreement signed by The *** ***** ****, including a copy of the terms
  and conditions of the contract and the “Why Wait Program,” have been attached
  to this response for your convenience.
  
  If you have any
  additional questions, please feel free to reach out to me directly at
  ******************
  
  
  Sincerely,
  Kimberly
  A**

• Initial Complaint

  Date:11/28/2022

  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.

  I signed a lease for a postal meter 8/2019. It never worked and the tech who set it up put money on the meter incorrectly. I was never able to run a single piece of mail through their machine. The company was NeoPost and then Quadient. I requested support but it was never provided. After all the frustration, I tried to return the unit and speak to someone in person at their local address. Due to COVID, that office was locked. I reached out to the original salesperson, but he was no longer with the company. I have attempted to reach their corporate office for resolution on numerous occasions with no response. I am now getting collection correspondence from a law firm for collection action. In good faith, I even made a payment on my Amex Platinum card for $2,000+ after I had received an invoice. Still, no reply from this company.
  
  The lease was under the address: **** ******** ****** ***** ***** * ******** ** ******
  
  The unit was installed at my residence at **** **** ***** ***** * ****** ** *****

  

  Business Response

  Date: 12/08/2022

  Hello *******,
  
  I apologize for any
  confusion you may have encountered. I reviewed your account, and I could not
  locate anything indicating there was a problem with the equipment.
  
  Your first quarterly
  invoice payment was due on August 29, 2019. We received payment on October 9,
  2019. All invoices that followed were unpaid.
  
  There were 13 past
  due quarterly invoices on your lease contract. We received a payment on May 11,
  2022 in the amount of $2,032.02. This was applied to 9 of 13 past due quarterly
  invoices.
  
  Your account has
  been placed with a third party collections agency. You will need to reach out
  to ********* ********** ****** at ***** ******** **** *** to discuss the matter
  further.
  
  
  Sincerely,
  Kimberly
  A**

  Customer Answer

  Date: 12/09/2022

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

  I have documentation stating that the equipment could not be used and in fact, was never used. Many emails were sent and many phone calls were placed. This company never addressed my concerns.

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

  

  Business Response

  Date: 12/20/2022

  Hello *******,
  
  I reviewed the email
  communications included with your complaint. These emails were exchanged with
  the collections department for Quadient Finance USA (the postage funding line
  of credit.)
  
  Upon review of your
  account, I could not locate anything indicating there was a problem with the
  equipment.
  
  Your equipment had
  been disabled for payment delinquencies on both the Quadient Finance line of
  credit for the postage funding account and for non-payment of your Quadient
  Leasing invoices. While the postage funding payment delinquency was addressed
  in the emails you attached, the payment delinquency for the Quadient Leasing
  invoices was not settled. There were no payments made to Quadient Leasing
  between October 10, 2019 through May 10, 2022.
  
  The terms and
  conditions of the contract you signed include a promise to pay through the
  lease term mutually agreed upon. There were no technical issues with the
  equipment. You were unable to use the equipment when it was disabled due to
  non-payment.
  
  Your first quarterly
  invoice payment was due on August 29, 2019. We received payment on October 9,
  2019. All invoices that followed were unpaid.
  
  There were 13 past
  due quarterly invoices on your lease contract. We received a payment on May 11,
  2022 in the amount of $2,032.02. This was applied to 9 of 13 past due quarterly
  invoices.
  
  Your account has
  been placed with a third party collections agency. You will need to reach out
  to ********* ********** ****** at ***** ******** **** *** to discuss the matter
  further.
  
  
  Sincerely,
  Kimberly A**

• Initial Complaint

  Date:11/22/2022

  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.

  On 11/21/22, Christina C****** from Quadient Leasing contacted me to renew the lease on my mail machine with Quadient Leasing (formerly Neopost.) She persistently followed up leading me to believe my lease was expiring. I explained to her I was in the process of selling my ******** ****** so I was not sure I should renew. We decided on a one year lease renewal, I signed documents for the lease renewal on 1/22/22. I have now contacted them to cancel my lease, which should have expired on 11/9/2022 of 1/22/23 (it doesn't say on the paperwork I was emailed.) They now want to charge me a lease termination amount of $1,761.64. They are claiming my lease renewed on 11/09/23 (next year!) If this is true, they totally misled me to renew it over a year early. The salesperson was made aware I was selling my business. No where on the renewal paperwork does it state any of this, they are stating it is in the fine print and I should have been aware of the date the original lease expired. This is unscrupolous. If my lease expired 11/9/2023, why did their sales person contact me for renewal in January 2022- over a year in advance?

  

  Business Response

  Date: 12/03/2022

  Hi
  **********,
  
  Our goal is to
  provide an exceptional experience for each customer. I apologize for your
  frustration. When your sales representative reached out to you in January 2022,
  the intent was to let you know you had entered the final year of your initial
  lease term agreement and help you renew or extend the lease to make your experience
  as smooth as possible.
  
  I reviewed your account and your lease extension agreement.
  The initial lease term commenced on August 10, 2019. The lease contract was for
  a term of 39 months with an initial end date of November 9, 2022.
  
  The lease extension
  did not change the terms and conditions of the initial contract. The extension
  agreement only extended the original lease term by 12 months, through November
  9, 2023.
  
  The terms and
  conditions of the initial lease term outline the lease is unconditional and
  non-cancelable during the initial term agreed upon. The lease extension
  agreement you signed outlines your agreement to extend your existing lease and
  states the terms and conditions of the existing lease shall remain the same and
  continue in full force and effect. On the contract extension, above your
  authorized signature, it outlines you agree that this agreement is
  non-cancelable for the entire extension term. Directly above your signature,
  there is a customer acknowledgement confirming you understand and agree to
  comply with the terms and conditions of the agreement.
  
  Sonia R***** *ith
  our Accounts Receivable team reached out to you via email on November 29, 2022
  to let you know we understand these are trying times and stated she is willing
  to work with you to negotiate a reasonable settlement offer for the attached termination
  quote.
  
  If you have any
  further questions regarding your initial lease term or the lease extension
  agreement, please feel free to contact me directly at ******************
  
  
  Sincerely,
  Kimberly
  A**

• Initial Complaint

  Date:11/17/2022

  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.

  I would not even give this company Quadient, INC one star. The service and results we received from this company was horrendous. We signed up for an online service that I would assume had not been tested for results and accuracy at the time of us signing up. We had tried to use this service multiple times with failed results each time. The most recent time we had someone on their team upload the necessary items into their system and send the information needed to send. OVER HALF of the items were returned to us due to the system not properly working. The address’ were not accurate. On each item that was returned it was “undeliverable for improper address” and their system would change Ave to A Ve and St to S T, just as an example. This is 100% based on their software errors and after no results when attempting to correct the issue we informed the that we wanted to end our lease due to failed systems Quadients end. They sent us a $16,000 COLLECTION! The expected us to stick around and keep spending our money while they figured out their system errors which is NOT PRODUCTIVE from a business standpoint. We should have seen the red flags in their initial sales and unfortunately we did not but what has transpired should be considered criminal. On our end we will use all means necessary to figure this out. DO NOT USE THIS COMPANY for any service they provide.

  

  Business Response

  Date: 11/28/2022

  Hello *******,
  
  I am
  sorry to hear your experience has not been positive. I reviewed your account
  and was unable to locate any contact to Customer Service regarding issues with
  the Impress software. The cancellation letter ***** ******* submitted via email
  to our collections team was the first time an issue with the software was
  brought to our attention.
  
  The
  Impress software is custom and was setup based on the specifications you
  requested. Our ICA Impress support team is able to help remedy any issues you
  may be experiencing with the software.
  
  Jason
  Shapiro signed a new lease agreement on February 22, 2021 with a promise to
  continue making payments on lease number ********* through the end of its
  initial term. The new contract agreement outlined lease ********* would
  commence when the then current lease (*********) reached the end of its initial
  term.
  
  The
  lease [*********] contract agreement signed by **** ***** ********* has an end
  date of August 26, 2024. 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 **** ***** ********* from the non-cancelable agreement.
  
  Your account is currently in bad debt review. The last
  payment we received for your lease was on November 26, 2021.
  
  I am able to email you a copy of your
  contract along with the contract terms and conditions upon request. Please feel
  free to contact me directly at ******************
  
  

  
  Sincerely,
  Kimberly
  A**

• Initial Complaint

  Date:11/16/2022

  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.

  I have called this company 3 times to request a cancellation of our service as of 2-1-23. All three times I was put on hold and no one returned. I am still on hold after 1 hour, 19 minutes and 35 seconds. Every time I try to cancel they put me on ignore. I even left my phone number one time and they refused to call me back. I was tild I would face penalties if I do not call 60 days ahead of the end of my agreement.

  

  Business Response

  Date: 11/28/2022

  Hello *****,
  
  Upon reviewing your
  account, I confirmed your cancellation request was received and processed. On
  November 16, 2022, you were provided a $0.00 quote for your records showing
  there is no open balance on the rental contract.
  
  Your contract and
  equipment are paid through February 22, 2023. You will receive return
  instructions via email to print a return label following this future end date.
  I will reach out to you to determine if you need the return labels early. If
  you have any questions, please feel free to contact me directly at
  [email protected]
  
  
  Sincerely,
  Kimberly
  A**

• Initial Complaint

  Date:11/08/2022

  Type:Billing 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 -
  
  I have a postage machine it is not under a contract, in fact last year one of their representatives was harassing me to upgrade. I declined at that time. I am billed on a quarterly basis. My next bill is due Nov 26, 2022. I called yesterday and said I wanted to cancel the machine. I emailed a cancellation letter. I was then told I owe a $169.62 termination fee. This amount is the same amount was my current invoice was. I am not a paying a cancellation fee. The initial contract was fulfilled. I cancelled the machine on Nov 7, 2022. We have an account for over a decade.

  

  Business Response

  Date: 11/14/2022

  Hello ********,
  
  Please accept my
  apology for any confusion or frustration this may have caused.
  
  Your rental contract
  is in auto-renewal status. The terms and conditions of the initial contract
  specify the agreement will automatically renew on a quarter-to-quarter basis
  following the end of the initial contract term.
  
  The terms and
  conditions of the initial contract requires a thirty (30) day written notice of
  your intent to terminate prior to the conclusion of any renewal period. – The
  contract auto-renewal periods are quarterly.
  
  Your cancellation
  letter was received on November 7, 2022. The conclusion of the auto renewal
  period is November 26, 2022. – This caused the contract to auto renew for a
  final quarter.
  
  I have credited the
  final quarterly invoice # ******** in the amount of $169.62. I am also attaching a
  copy of the adjusted invoice reflecting the credit memo for your records. This
  will zero out the termination quote.
  
  I will submit a
  request to expedite the cancellation and have return instructions emailed to
  you at *******************
  
  If you
  have any questions, please feel free to contact me directly at
  ******************

  
  
  Sincerely,
  Kimberly
  A**

  Customer Answer

  Date: 11/14/2022

  
  
  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,
  
  
  
  ******** *