Complaints
This profile includes complaints for Quadient, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 133 total complaints in the last 3 years.
- 71 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/15/2025
Type: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've been a Neopost/Quaident customer for 25+ years. We've always had 1-year term contracts. Throughout the latter months of 2024, we received numerous emails from Quadient warning us that the ***** meter we were leasing would not work after 12/31/24 (our contract for this meter was from 2/9/24-2/9/25). Based on Quadient's warnings, we stopped using this meter in late December 2024. Concurrently, we received numerous emails from Quadient sales urging us to sign an agreement for a new **** meter. Although the price was increasing 18% versus price for the "old" meter, we didn't quibble. We received a $286.65 invoice (#********) dated 1/10/25 for the 2025-2026 term. We thought invoice was for the new meter & promptly paid it. We moved to a new location in January 2025. On March 7, 2025, we received two additional invoices` (#******** & ********) for the January 2025-2026 term. Since we had already paid for the 2025-2026 term, I called Quadient customer service and asked why they sent invoice for the "old" meter for the Feb 25-26 term when we had already signed an agreement for a new meter. They couldn't give an answer & never got back to me. I asked for three items: 1) transfer our $286.65 payment from old meter 25-26 invoice to new meter 25-26 invoice, 2) reverse the $14.63 late fee, since payment was not late, 3) credit us for old meter account (app. $26.63 & tax) for the period 1/1/25-2/9/25 during which the old meter could no longer be used (we paid for 2/9/24-2/9/25 term), and finally 4) amend term of our "new" agreement from 3 years to 1 year. We've had 1 year agreements with Neopost for 25+ years. Quadient sales rep changed term to three years without telling us & we missed it. By our arithmetic, with the above corrections ($292.61 new meter charge Jan 13, 25-26 + $19.99 Shipping - $286.65 payment - $28.36 credit old meter 1/1/25-2/9/25), Neopost will owe us $2.41, which we're happy to waive. We're a long term, loyal Quadient customer.
Business Response
Date: 04/17/2025
Hello,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
I apologize for any
confusion that may have occurred regarding the contract term for your new ***.
The contract for your *** rental agreement has already commenced. We are unable
to alter the contract term that was agreed to when the contract was signed. The
length of the contract term was printed at the top of the page in the upper
right section under "Payment Information and Schedule." I have
attached a copy of the contract for your convenience.
The following
actions will be taken to resolve the issue you are experiencing with the
overlapping invoices. We value your business, and your experience is important
to us. We will call you to help ensure we have addressed all of your concerns.
Paid ***** Invoice # ******** [Coverage Period:
02/09/2025-02/08/2026] — This invoice will be credited ($286.65), and the
credit will be transferred to the open *** Invoice # ******** ($292.61)
[Coverage Period 01/13/2025-01/12/2026].
The $14.63 late fee on the open *** invoice # ********
was credited on 03/21/2025.
Paid ***** Invoice # ******** [Coverage Period:
02/09/2024-02/08/2025] — We will apply a prorated credit in the amount of
$25.95 to this invoice. This will cover the $19.99 open balance on the shipping
and handling invoice # ******** and the remaining $5.96 unpaid balance that
will be left on the open *** Invoice # ********.
We
appreciate your patience. We will work closely with you until this matter is
fully resolved. If you have any questions, please reach out to me directly at
******************.
Sincerely,
Kimberly
A**Customer Answer
Date: 04/24/2025
Although we asked numerous times, Quadient refused to explain why they sent invoices for two meters (we have only one), refused to reverse charge for the old, returned meter & refused to transfer payment to agreement for new meter until we filed a complaint with the BBB. They also refused to change agreement term from three years to one year after their sales rep changed it without our knowledge. The reason for the aforementioned is obvious...it's their standard business practice.Initial Complaint
Date:03/31/2025
Type: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 renewed my lease on accident, and they are wanting to bill me for $657.43 to terminate the contract. The equipment doesn't even work with our home office system, and we have had nothing but issues sending the equipment back and forth. I have dyslexia and probably read the agreement wrong or assumed it was month to month and not three years.Business Response
Date: 03/31/2025
Hello *******,
I have
reviewed your account and the details of your complaint.
You
received an early termination quote because your rental contract does not reach
maturity until September 23, 2027. The terms and conditions of your contract
outline the agreement is non-cancelable and includes a promise to pay through
the term mutually agreed upon. I have attached a copy of your contract and the
terms and conditions for your convenience.
Your
account is also past due. The last payment we received on your account was a
partial payment on December 5, 2024. Your past due balance includes unpaid
postage and equipment rental invoices that you financed on your postage funding
account number *******************.
Please
email our Accounts Receivable team at [email protected] for
further assistance with your early termination quote and with your account
status.
Sincerely,
Kimberly
A**Initial Complaint
Date:03/19/2025
Type: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.
Our company was dissolved, no longer exists and has no further income. We have had a postage meter lease through Quadient Leasing for many years and unfortunately must terminate the lease. We do not have the resources to pay such an excessively high termination amount. We were looking for some relief. Quadient Leasing would not even discuss a possible adjustment.Business Response
Date: 03/25/2025
Hello ***,
I have reviewed your account and the details of your complaint.
You received an
early termination quote because your lease agreement does not reach maturity
until May 16, 2027. The terms and conditions of your contract outline the
agreement is non-cancelable and includes a promise to pay through the term
mutually agreed upon.
Please email our
Accounts Receivable team at us.******************************** for further
assistance with your early termination quote if you would like to proceed with
the early termination of your lease contract.
Sincerely,
Kimberly A**Initial Complaint
Date:03/12/2025
Type: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.
I see that many others have had this problem with Quadient's shady business practices.
We had a contract with them for a specific machine through July 2026. In December 2023 they sent us a notice that the machine was being decertified, telling us we needed to sign a new 5-year contract for the new machine.
Previous interactions with their personnel caused our company to want to change vendors in 2022.
Since the machine was being decertified, we challenged them holding us to the original contract term and even more so challenged them trying to force us into a new contract.
We ended up signing an addendum to the original contract terms on December 24, 2024, for the new machine, which we were supposed to receive within 4-6 weeks.
To date, we still do not have our new postage meter and have gotten nothing but run-around by Quadient personnel.
Additionally, they are still collecting lease payments on a postage meter we cannot use.
They knew the machines were being decertified well in advance but obviously made no effort to ensure their existing customers received timely service. Their focus was on tricking customers into further extending their contracts.
At this point we wish to be released from doing business with this company that employs shady business practices.Business Response
Date: 03/14/2025
Hello ******,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
We will
submit a request to terminate your lease agreement early, with nothing further
due, as a result of the 2025 decertification of your ***** equipment by the
****** ****** ****** *******. Since your new equipment has not shipped, we will
also request to terminate the addendum to your lease agreement that was signed
in December. We will follow-up with you next week to confirm if the request
has been approved.
We
appreciate your patience. We will work closely with you until this matter is
fully resolved. If you have any questions, please reach out to me directly at
******************.
Sincerely,
Kimberly
A**Customer Answer
Date: 03/25/2025
I did receive a response from Quadient. Their response was satisfactory, and I am awaiting finalization from them.Initial Complaint
Date:03/05/2025
Type: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 tried to end our contract with them and have spoken on the phone multiple times for weeks. They will not send us the termination paperwork even after confirming on the phone that they will.Business Response
Date: 03/10/2025
Hello *****,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.Thank you for
speaking with us today and for allowing us the opportunity to assist you. Your cancellation is in progress. We
appreciate your patience. We will continue to work closely with you until this
matter is fully resolved. If you have any questions, please reach out to me
directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
Date:03/03/2025
Type: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 are a ******* ******** that renewed a 63 month lease with Quadient on 10/03/2023 for a postage meter. The ******* ******** has closed and we no longer need their services. We are attempting to cancel the lease that had 48 months left at $110.13 per month ($5,065.98). The termination amount being requested is $6,802.55. Apparently, without disclosure, there is an added termination cost even if you pay ahead for all of the agreed upon lease term. I have looked for writing in our lease agreement that states this to be the terms and cannot find it anywhere. The lease is a never ending lease as at the end of the term it auto renews and if you terminate at that time you will still incur a termination fee. When I called to find out how they determine this cost and what it would be at the end of this lease 4 years from now, they said they can't let me know what that is. I find this type of lease deceitful and it holds customers hostage forever. Basically, once you sign on to Quadient's services, you will never be able to get out of contract without paying thousands extra to terminate. On top of this, the machine is no longer comp**ant, and if you get a new machine, they force a lease renewal all over again.
My request is to be able to pay out the remainder of our lease term without the extra $1,150 termination fee.Business Response
Date: 03/06/2025
Hello ******,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
Thank you for
speaking with us today regarding your termination quote and final payoff
amount. We will continue to assist you with the payment and the next steps to
close your account. We will work closely with you until this matter is fully
resolved. If you have any questions, please reach out to me directly at
******************.
Sincerely,
Kimberly A**Business Response
Date: 03/06/2025
Hello ******,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
Thank you for
speaking with us today regarding your termination quote and final payoff
amount. We will continue to assist you with the payment and the next steps to
close your account. We will work closely with you until this matter is fully
resolved. If you have any questions, please reach out to me directly at
******************.
Sincerely,
Kimberly A**Initial Complaint
Date:02/24/2025
Type: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.
As many others, we signed a contract for a postage machine. The company declared the current machine out of compliance. Instead of providing us compliant machine for the remainder of our lease, we were offered a replacement machine with the stipulation that our contract has be extended at a higher cost.. We have been without use of the machine months now and have made other arrangements. We requested that since the company is not honoring our current lease, we asked to terminate the lease, but will be a $1500 extra charge. collection, even though this problem is out of hands and Quadient is only providing one option. Customer Service representatives has been very difficult to deal with and response time is lengthy.. We wish to cancel the contract on the machine effective the date it became noncompliant.Business Response
Date: 02/26/2025
Hello ******,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
We will submit a
request to terminate your contract early without penalty, with nothing further
due, as a result of the 2025 decertification of your ***** equipment by the
****** ****** ****** *******. We will follow-up with you by next week to
confirm if the request has been approved.
We appreciate your
patience. We will work closely with you until this matter is fully resolved. If
you have any questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
Date:02/24/2025
Type: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.
As many other on here I was forced into signing a new contract for the new postage meter in 2023. When going back and forth regarding the new postage meter i was in contact with our sales rep and only saw it worth while if we were able to add BRM to our envelopes utilizing this system. After months of back and forth and our account setup with the post office I signed the new equipment lease with the understanding this would allow us to add BRM to postage from this meter along with traditional mail. Once I received the new machine it did not have the capacity to process BRM and they said it is a different machine to be able to do this. I then had to look into different areas to try and make this work. In the meantime we decided to just utilize the machine. But this machine is less efficient than our last with the ink cartridge lasting a third the duration as our last and costing double. With this accounted for and not being able to print our BRM onto envelopes. We have decided to cancel our agreement. Once i submitted this they came back with a early termination fee of $3500 when our total contracted amount for the lease was $2999 for the term of the lease which we are 18 month in to at this time. Please contact me with a reasonable resolution as messaging you directly is not an efficient solution.Business Response
Date: 02/24/2025
Hello *****,
I have reviewed your account and the details of your
complaint.
Your **** equipment has been in use by your business
since August 2023. The cancellation letter you submitted indicated your
business is no longer sending postage on a consistent basis and no longer needs
a meter onsite. Our Customer Service team has not received any recent contact
from your business to report any issues with the equipment. You can use
Business Reply Mail on the **** equipment. We called you today to help you with
this process, but you informed us you were only interested in proceeding with
the early termination of your lease contract.
You received an early termination quote because you
signed a 63 month lease contract agreement. The terms and conditions of the
lease contract outline the agreement is unconditional and non-cancelable and
includes a promise to pay through the term mutually agreed upon. A refund is
not due on your account. The contract terms remain in place, even if you do not
need to use the equipment for an extended period of time. I have attached a
copy of your lease agreement and the contract terms and conditions for your
convenience.
Please email our Accounts Receivable team at
*********************************** for further assistance with your early
termination quote if you would like to proceed with the early termination of
your lease contract.
Sincerely,
Kimberly A**Initial Complaint
Date:02/18/2025
Type: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.
We have had a contract in place with Quadient for years. In August of 2024 we received notice that our postage machine was going to be decertified on 12/31/24. We contacted our representative who told us we would need to extend our contract another 5 years in order to receive a replacement machine. Our contract was set to expire 11/2025. We had a year before that was needed. I repeatedly asked for a machine so we could continue having our postage needs serviced by Quadient per our contract. They refused unless an extension was signed. Finally in December of 2024 I was forced to find another company so we would have a working postage machine. When we received another invoice from Quadient, I let them know they hadn't upheld their end of the contract and I wasn't paying. They said I needed to cancel the contract then sent me a $1,500 bill. Even if we paid for the service through the end of the contract, it would only equal about 1/3 of that amount. They refuse to discuss that they didn't uphold the contract. I also still have a useless machine that they are going to charge me to ship back to them.Business Response
Date: 02/24/2025
Hello *****,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
We will submit a
request to terminate your contract early without penalty, with nothing further
due, as a result of the 2025 decertification of your ***** equipment by the
****** ****** ****** *******. We will follow-up with you by next week to
confirm if the request has been approved.
We appreciate your
patience. We will work closely with you until this matter is fully resolved. If
you have any questions, please reach out to me directly at *******************
Sincerely,
Kimberly A**Customer Answer
Date: 02/27/2025
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. Breanna sent me a separate email that said that the contract was fully voided and that they will be sending us a label to send us back the printer at no charge to us.
Sincerely,
***** *****Initial Complaint
Date:02/11/2025
Type: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 February 9, 2023, I was contacted by our representative stating that our postage meter was obsolete, and we would have to sign a new lease. I told her that we were no longer using the postage meter a lot and that we were not interested in getting a more expensive meter. I told her we wanted to cancel the lease and asked that Quadient make arrangements to pick up the old meter. The representative insistent the machine was obsolete and we could no longer use it. I sent a cancellation letter to Quadient to terminate the lease.
Quadient kept billing us and in February 2024, I contacted them again to handle the situation. I was told that the lease automatically renewed in December 2023, and that I could not cancel. I informed them that I had sent written notice to Quadient canceling the lease in 2023. I was informed that I could only cancel the lease via a form letter via email and that my cancellation via **** was not valid. I was required to submit an email asking for a cancellation form, complete it, and wait for further instructions from Quadient. I followed the instructions, received a form email, filled it out, and returned it. Quadient did not respond to the email. Since the machine was obsolete and could not be used, and no new lease was signed, that should have canceled the lease. The postage meter has been sitting unused in our office for 2 years because Quadient will not cancel the lease or pick the meter up.
I received an email from Quadient on January 27, 2025, demanding payment. I explained that we had been trying to cancel the lease for an obsolete machine for 2 years. The response I received was that the lease would not be canceled unless I paid approximately $900 USD. Quadient is refusing to collect the machine or cancel the lease unless we pay.
We should not be forced to continue paying for a meter that is not usable and that Quadient canceled******** the lease on by telling us that must sign a new lease to continue with them.Business Response
Date: 02/11/2025
Hello *****,
I have reviewed your
account and the details of your complaint.
Your cancellation
request was received in July 2024. The 63 month lease agreement with ******* ****** ***** did not reach maturity until December 11, 2024. The terms and
conditions of the lease contract outline the agreement is non-cancelable and
includes a promise to pay through the term mutually agreed upon.
The last payment on your account was
received on December 11, 2023. The ***** equipment was not decertified by the
**** until December 31, 2024.
The following
invoices must be paid in order to close your account.
Invoice ******** [Coverage Period March 12, 2024-June 11, 2024]
Invoice ******** [2023 Property Tax]
Invoice ******** [Coverage Period June 12, 2024-September 11, 2024]
Invoice ******** [Coverage Period September 12, 2024-December 11, 2024]
Total Past Due
Balance Owed on Lease *********: $836.37
Please contact our
Accounts Receivable team at ************** Option * or at
[email protected] to resolve the past due balance.
Sincerely,
Kimberly A**Business Response
Date: 02/11/2025
Hello *****,
I have reviewed your
account and the details of your complaint.
Your cancellation
request was received in July 2024. The 63 month lease agreement with ******* ****** ***** did not reach maturity until December 11, 2024. The terms and
conditions of the lease contract outline the agreement is non-cancelable and
includes a promise to pay through the term mutually agreed upon.
The last payment on your account was
received on December 11, 2023. The ***** equipment was not decertified by the
**** until December 31, 2024.
The following
invoices must be paid in order to close your account.
Invoice ******** [Coverage Period March 12, 2024-June 11, 2024]
Invoice ******** [2023 Property Tax]
Invoice ******** [Coverage Period June 12, 2024-September 11, 2024]
Invoice ******** [Coverage Period September 12, 2024-December 11, 2024]
Total Past Due
Balance Owed on Lease *********: $836.37
Please contact our
Accounts Receivable team at ************** Option * or at
[email protected] to resolve the past due balance.
Sincerely,
Kimberly A**Customer Answer
Date: 02/19/2025
I will be sending further documentation. I did not receive notification from BBB that the company had responded therefore I was not able to respond. The complaint has not been resolved and I will provide the documents I have separately.Customer Answer
Date: 02/19/2025
I will be sending further documentation. I did not receive notification from BBB that the company had responded therefore I was not able to respond. The complaint has not been resolved and I will provide the documents I have separately.
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