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:12/20/2024
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 was contacted by quadient halfway through 2024 that our machine would no longer be working as of 12/31/2024 due to the law change, impacting their metering device. We are on a lease, and per the lease, it is for the machine and is non-canceable. I understand that, however, we are not the ones terminating the lease, the law is. I was told to call back in Dec 2024 when speaking to the rep halfway through the year. I did that, after being on hold for over an hour, I was very rudely told my options are to return the equipment and request a termination quote, or, sign up for a NEW LEASE on the new legal machines, not for the remaining amount of time on my lease, but for a new fresh five years. This can't be legal. I offered to return the equipment and just keep my lease until April of 2026. She said that's not an option. I asked to speak to her supervisor or manager because she refused to answer any questions I had. She said that's not an option either and I was the only person she could talk to. I followed the instructions in the email and even responded to the email inquiring with my questions. I was responded to twice, and all that person did was resend the same email without any additional comments or answers to questions. They sent us a termination bill for $2,232.14 for a little over a year left on our lease. That's insane! The property tax I would pay over the next year and a half is less than half of that!
Business Response
Date: 12/23/2024
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 IS350 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: 12/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** ******Initial Complaint
Date:12/10/2024
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 were contacted Quadient on August 15, 2024, informing us that our postage meter would be decertified by the ** ****** ******* and would have to be replaced by December 31, 2024. Quadient sent us an email link offering us a new machine for $30.99 per month which we agreed would be acceptable. On November 8, 2024, Giselle J***, a Quadient Loyalty Account Manager, informed us that the offer was sent to us in error, and we were not eligible for the agreement. After soliciting alternative solution providers, we then informed Giselle on November 15, 2024, that we would be proceeding with a different postage machine provider who was significantly more cost effective.
On November 20, 2024, Quadient provided us with an email outlining the process to terminate our contract which we fulfilled via email on December 6, 2024. On December 10, 2024, Quadient emailed us informing us that we would have to pay a termination fee of $1,920.72 to cancel our contract for a machine that is of no use beyond December 31, 2024.
It is almost impossible to get ahold of the proper customer service department and when you do, the wait times are over an hour. We do not believe Quadient should be able to charge us to a terminate a contract for a machine that will no longer serve its intended purpose. Based on my review of the other complaints lodged against Quadient, this appears to be their common practice.Business Response
Date: 12/15/2024
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:12/06/2024
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.
Quadient notified me in September 2024 that our postage meter would be decertified on 12/31/24 and that we'd need to sign a new contract for an operational postage meter. We aren't interested in signing a new contract with Quadient, so I asked them what would happen to our existing contract should we decline this new contract. Given that the product we contracted them for would no longer operational, my impression is that Quadient would be required to terminate our lease without penalty, as this is a change in our contracted terms. I've spent the past three months seeking clarification on this matter. Quadient alleges that we're required to pay for the full term of the contract (with a lease maturity date of May 31, 2027). I've asked countless representatives to point to the contracted language that necessitates a lease buyout for a non-operable machine or that forces us to sign a new contract with a longer lease maturity date. My requests either go ignored, or the representatives don't answer my question directly. We aren't canceling our lease out of a desire to terminate it early — Quadient is simply no longer providing the product we contracted for. It would be one thing if Quadient was providing us with an operable postage meter under our existing contract or under a contract that terminates on the lease maturity date we originally agreed to, but you are not. I'm requesting that Quadient terminate our lease on December 31, 2024, when the machine is no longer operational, and that we are under no obligation to pay for the remainder of this lease.Business Response
Date: 12/15/2024
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 due to 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. — Please note, you will still be responsible repaying the $986.00
postage and purchase balance on your postage finance account
*******************.
We appreciate your
patience. We will call you on Monday to follow-up with you, and 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:12/05/2024
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 ordered this postage machine in late springl and finally received it in early July2. When I tried to set it up I could not connect and called for help. After waiting on hold for almost an hour I decided I would never do business with a company with such bad customer service. I left the machine packed in the box as it arrived and began replying to all emails from Quadient that I did not want the machine and to supply instructions to return it. I continued to email several times a month that I needed to return it and never got a reply or a notice that the email had bounced. When the 3 month “free trial” ended on October 2 I began calling the number on the invoice that appeared, charging me $197 (not sure for what as I never used it) telling them the machine was still in the box and I had been asking for instructions to return it since the day it arrived. On October 28 I called again and was told they were preparing return labels and I should have them by the end of the week. When they didn’t appear, I called on Nov. 19 and was told a request to void the invoice was submitted and I should have notice by email within 48 hours. When that didn’t happen I called again (each time waiting on hold for 30+ minutes) and was told that timeline was ridiculous and that it would take 6-8 weeks. I called again on j12/2 to tell them I was selling the business and I wanted the machine out of my office where it has resided for 5 months. I was told the request (from October 2) was in a department called “compliance” and she had no idea how long it would take but she would ask for it to be expedited. She could read the emails I had sent and never received a response to. She would not copy me on the email to expedite the request. So here I am, waiting for ***** while each month I get another bill from Quadient.Business Response
Date: 12/09/2024
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. Your contract cancellation is currently processing. I
confirmed your meter has never been used. This will be processed as a full
sales cancellation. Your open invoices have been credited.
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**Customer Answer
Date: 12/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* ******Initial Complaint
Date:12/02/2024
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 have been trying to cancel our lease with Quadient for over a year now. Every time I interact with their customer service it is like pulling teeth. We have one quarter left on our lease with them and would like to just pay the lease out and have them pick up their machines. From what we owe them next quarter to what the termination/payout quote is was grossly over charged by more than $6,000.00. Absolutely absurd and completely irrational. When I asked them to provide a breakdown of the termination/payout quote, they simply refused and would not take it anywhere else. I finally reached someone to escalate the claim and I am waiting to hear back from them. With how my experience has gone with this company, I doubt that they will provide a coherent meaningful response.Business Response
Date: 12/04/2024
Hello *****,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
Upon reviewing your
account, I noticed that you were sent an early termination quote to terminate
the lease before the April 23, 2025 contract maturity date. There are no
penalties to canceling your contract at the end of the contract term. The
termination quote you received was not accurate since you are requesting to
terminate at the end of the contract. Please accept my apology for the
confusion and for any frustration this may have caused.
An updated
termination quote has been sent to you. I have also attached a copy of the
corrected termination quote to this response.
If you have any
questions, please reach out to me directly at *******************
Sincerely,Kimberly A**
Initial Complaint
Date:11/20/2024
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.
Like many other complaints read, our small business has experienced equipment failure from beginning of agreement to lease and operate postage meter . Spent multiple attempts to contact quadient to receive further instructions and or resolution to our problems . After several months dealing with failed equipment decision made to cancel contract , ship equipment and supplies to quadient. Spent entire work day contacting multiple departments sending
Many emails to various departments for billing to contact us to proceeed with cancellation . After contacting rep in ****** who forwarded customer issue to rep In the ** , finally responded with instructions to cancel contract. Termination letter sent via email stating $ 4822 due upon cancelling 39 month contract I asked how they come with this amount ? Reply was computer generated . By 4:30 pm at the end of my work day I was ready to chew on nails. I’m. It done with quadient . I plan on contacting and retaining a contract attorney to file suit as soon as possible .Business Response
Date: 11/26/2024
Hello ******,
I am very sorry to hear of your
experience. I have reviewed your account and the details of your complaint.
Upon reviewing your account, I
noticed that we have worked with you to replace the base, the weight platform,
the meter, and the ink cartridge. Please accept my apology for the difficulty
you encountered. I am very sorry to hear that the replacements did not resolve
the issues you are experiencing.
I submitted a request to
terminate your contract early without penalty with nothing further due. This
request has been approved.
We appreciate your patience, and
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:11/19/2024
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 was contacted on or about June 11, 2024 by ****** M****** from Quadient . She informed me that our meter would be phased out the end of 2025 and would no longer be working as of 12-31-24. I explained that we were not in a position to renew a new lengthy lease—our original lease is up in January, 2026. We wanted to continue with our current lease and rate—just with a new working meter. ****** was unable to provide us with a new lease / meter at the same rate and lease term as we currently have. The original lease was only for 3 years purposely due to our office moving and some employees retiring. I told ****** we would be returning the meter.
I sent in a request to "terminate" our lease and was sent a bill for $1,879.72 because we are terminating our lease early. "WE" are not terminating the lease--Quadient is. I have called and tried to speak with a manager or someone who knows what is going on--and I'm getting no where!Business Response
Date: 11/26/2024
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 due to 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. — Please
note, you will still be responsible for paying invoice ******** in the amount
of $139.96 and for repaying the $10.00 postage download on your postage finance
account *******************.
We appreciate your patience, and
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:11/14/2024
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.
My office has been using Quadient services for many years. Due to change of regulations Quadient company submitted a new contract for a new machine to be signed by us. The decision has been made to cancel their services entirely but Quadient representative draw to our attention that we cannot opt out of the lease for the machine we are currently using and that we have to pay the amount for the entire lease term if we wont to early terminate the lease agreement.
We simply do not understand if signing a new lease for a new machine is mandatory and this is something that has been imposed by new regulations then why not be able to simply cancel the lease for the old machine that will not be able to function anymore. In case we do not want to sign a lease for new machine then what are our options?
Other than that we determined that the company made us sign two leases and only a week apart. First one was addressed to an old ******* ****** *** ********** that was non existing when the lease was signed. Furthermore we determined that we've been charged for property taxes for the entire period by the company in spite of being tax exempt organization in the US.
We kept asking questions to company representative hoping to get some sort of understanding and clarification of our position but unfortunately no answer was provided. We would like to cancel our services since we do not need them anymore. We would like to do this without making additional payments especially since being charged for a long time for something we should not be charged with in the first place.
In case there is no option to cancel the services we would like to know exactly what will happen if we decide not to sign a lease for a new machine. Will we be able to continue using the old machine or it is out of the service? If signing a new lease would automatically cancel the old lease then what is going to happen if we refuse to sign a new lease? Maybe the old lease would be outdated by default?Business Response
Date: 11/22/2024
Hello *********,
I am very sorry to hear of your experience.I have reviewed your
account and the details of your complaint.
I could not locate a
tax exemption certificate on file for your company. Please email your tax
exemption certificate to us at ******************* and reference your lease
number ********* with a request to have the taxes on your quarterly leasing
invoices credited. Please note, this will only apply to the taxes that were
charged on your quarterly leasing invoices. You will still be responsible for
the annual property tax recovery invoices per the terms and conditions of your
lease agreement. I have attached more information regarding property tax
recovery invoices. This document is also included on page two of your annual
property tax recovery invoice.
I have submitted a
request to terminate your contract early without penalty with nothing further
due as of December 31, 2024, the date your ***** equipment will be decertified
by the ****** ****** ****** *******. We will follow-up with you next week to confirm
if the request has been approved.
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: 11/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********* ******Initial Complaint
Date:11/11/2024
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 had a postage meter through quadient for a business which has been closed for a year and a half. Quadient has continued to email me and contact me incessantly about the postage meter which I no longer own. I have unsubscribed from these emails a dozen times, and they continue to send me emails trying to get me to purchase new equipment from them.
I want my email address purged from all their databases and no further contact from this business.Business Response
Date: 11/11/2024
Hello ******,
I have reviewed your
account and the details of your complaint.
I have updated your
contact information to let our marketing team know you should not be contacted
for sales or marketing purposes.
Your account has
been de**nquent since 2023. Our equipment has not been returned. You may still
receive contact regarding the return of our equipment. If you have any
questions, please contact our Customer Service team at **************.
Sincerely,
Kimberly A**Customer Answer
Date: 11/11/2024
Complaint: ********
I am rejecting this response because:I am no longer the contact for anything related to the referenced business. Adjust your records accordingly.
Sincerely,
****** *******Business Response
Date: 11/11/2024
Hello ******,
Your account has
been notated accordingly.
Sincerely,
Kimberly A**Customer Answer
Date: 11/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:10/28/2024
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 was told that the ** ****** ******* will no longer accept mailing from the current machine that I was using and needed to update to a new one. I agreed and was sent a new machine. The new machine does not function like the old one and requires a modem and/or direct internet connect to work. I cannot do either at my office and was able to work strictly using wifi and a PC meter link app (which is no longer available with the new machine. I worked with Quadient tech service to see if there is any work around to be able to connect and use the new machine. There is nothing that can be done other than hook up directly to a modem.
I asked to just return the machine since it can't function the way the old one did and was told that I could but have to pay a termination fee of $471 to get out of the 3 year contract that started September 2024.
I don't feel the fee is reasonable since the new product doesn't function as originally indicated and I've never been able to use the new machine. I've been a customer of Neopost/Quadient for nearly 20 years and would have expected them to understand the situation and accept a return without a fee.Business Response
Date: 10/30/2024
***** ********
I am
very sorry to hear of your experience. I have reviewed your account and the
details of your complaint.
Your new contract
was approved for cancellation without penalty. The early termination quote will
not apply.
You will receive
return instructions via email with a link to print a return label. Once you
receive this email, 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 is
important to ensure your pop-up blocker is turned off prior to creating the
return label.
If you have any
questions, please reach out to me directly at *******************
Sincerely,
Kimberly A**Customer Answer
Date: 10/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******
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