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:10/23/2024
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 by Giselle J***, Quadient Loyalty Account Manager on 03/04/24, via email that our postage meter would be decertified by the ** **** ****** and that we would no longer be able to use the meter on 12/31/24, despite our signed rental agreement. We were approximately 2 years into our 3 year rental agreement. We were told they would have to replace our existing meter with a new meter at an additional cost. After careful review of their proposals, we elected not to go with Quadient. According to the terms of our lease agreement, we submitted a written notice of cancellation of the rental agreement along with a request for the necessary materials to return the meter on 05/02/24. This letter of cancellation was sent to a fax number that Quadient provided and a copy was emailed to Giselle J***. Quadient invoiced us for the following rental quarter, which we paid along with a late fee, as I was unable to reach a representative at Quadient to dispute the invoice. It is difficult to get someone on the phone!
We did not agree to change the terms or equipment or the rate of our Rental Agreement. Based on my review of the other complaints lodged against Quadient, this appears to be their common practice.
Business Response
Date: 10/24/2024
Hello *****,
I am
very sorry to hear of your experience. I have reviewed your account and the
details of your complaint.
Thank you for your
follow-up with us yesterday when we reached out to you. I have submitted a
request to terminate your contract early without penalty once the $154.22
balance on account ******************* has been paid.
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:09/18/2024
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.
We used Quadient roughly between 12-1-22 until and 12-1-23. At that point we terminate our agreement due to mishandling of our account and adding late fees, while holding our money in another account.
The account number is ********- on 1-25-24 I paid $1518.45 to satisfy any outstanding balances owed. I received a receipt showing a zero balance and verbal confirmation that everything has been paid.
There has been no communication since the payment satisfied the account. Until, I received an invoice for account number ******** with an outstanding balance owing of $1308.
They are claiming this is a new charge but our services have been terminated for 8 months and we have been using a different company since then.Business Response
Date: 09/26/2024
Hello ****,
I am
very sorry to hear of your experience. I have reviewed your account and the
details of your complaint.
Your contract was terminated on January 29, 2024. The Web
eCertify software invoice # ******** billed in November 2023. This invoice was
not part of the termination quote you received for contract # *******. Please
accept my apology your frustration and for any inconvenience this has caused.
Invoice # 15378731
will be credited in full in the amount of $1,308.00. You will not receive any
further invoices.
If you
have any questions, please reach out to me directly at [email protected].
Sincerely,
Kimberly
A**Customer Answer
Date: 09/27/2024
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:08/30/2024
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.
Was told by our rep for Quadient that our equipment (postage meter/lease) will be decertified and no longer able to use on 12/31/24. We were also told they would have to replace our meter with a new meter at an additional cost. I asked to cancel when their equipment is no longer usable, and was told our contract was up in December 2024 since they are not able to fulfill the contract we want to cancel. Now they are saying we have to pay them money to do that, and that our contract runs till 12/25 I have been trying to reach them to discuss it, I have sent emails and left messages for our rep to return our calls and they have refused to contact us. I called again this morning and asked to speak with a manager, was put on hold forever and then hung up on. It is almost impossible to get someone on the phone to help. We did not agree to change the terms and price of the contract.Business Response
Date: 08/30/2024
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 and allowing us the opportunity to help resolve
this for you. You will be able to continue using your mail machine through the
December 31, 2024 decertification date. You will not be charged for the IS280
mail machine after December 31, 2024. We will touch-base with you next week
regarding the next steps for your cancellation. We appreciate your patience.
If you
have any questions, please reach out to me directly at ******************.
Sincerely,
Kimberly
A**Customer Answer
Date: 08/30/2024
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,
******* *******Initial Complaint
Date:08/19/2024
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.
In summer/fall 2023 we received notice our postage meter would no longer be **** compliant. We requested & received a new, compliant machine. We immediately began having problems with the new machine. After going through three meters we filed an online complaint with Quadient and requested not only a new meter but a new machine as well. The complaint was closed without response or resolution, as were all future complaints. Finally, we returned the machine with meter to Quadient in March 2024. Quadient continues to send invoices demanding lease payments, late payment penalties, and interest. We were notified by email that only option was to buyout the remainder of our lease. We replied explaining that we were not responsible for terminating the lease and would have continued to use it if they had not unilaterally violated the lease agreement by refusing to provide a usable machine with meter. As with our prior electronic communications with Quadient, they have ignored and refused to respond to our certified letter sent in May 2024.Business Response
Date: 08/20/2024
***** ********
I am
very sorry to hear of your experience. I have reviewed your account and the
details of your complaint.
Your cancellation
was processed in April. We received your equipment return on April 22,2024.
I have
credited the open balance on your Quadient Postage Funding finance account.
Please allow 24-48 hours for the credits to post to your account. Your account
balance is now $0.00.
If you
have any questions, please feel free to contact me directly at
******************.
Sincerely,Kimberly
A**Customer Answer
Date: 08/21/2024
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:08/13/2024
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.
Quadient has awful customer service. We leased a Quadient iX-1 series postage meter. Previously, we had a postage meter with Neopost and then Quadient took over. In May 2024 our machine stopped working. It would no longer connect to the post office for the 90-day reset. I filed a request for service online since it is almost impossible to find a phone number for service. No one ever reached out to me. I tried again after repeatedly trying different phone numbers and was able to reach a gentleman who emailed me instructions on how to get the machine to work and also said the issue is with our internet. Hmmmm. All our other devices work just fine. I did call our internet carrier and he said it isn't there issue. So I reached back out to Quadient. I still do not have a device that works and they don't seem interested in getting it fixed. I want out of our lease. I want to return the giant paperweight that is on my desk and just use good old postage stamps. Quadient wants us to buy out the rest of our lease for almost $4,000. No Way!!!! Get this thing out of my office and cancel the lease.Business Response
Date: 08/19/2024
***** *********
I am
very sorry to hear of your experience. I have reviewed your account and the
details of your complaint.
You
received an early termination quote when you submitted your cancellation
request because your lease contract does not reach maturity until October 19,
2028.
I
apologize for any inconvenience caused by the connection issues you encountered
with the equipment. A replacement was sent to you on August 15, 2024. One of
our technical support leads will call you and work with you directly to help
install the new equipment and ensure everything is resolved.
If you
have any questions, please feel free to contact me directly at
*******************
Sincerely
Kimberly
A**Customer Answer
Date: 08/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is sort of satisfactory to me.After speaking with two absolutely wonderful women to try to resolve the issue with the machine, I was told that a new machine would be sent to us and that I could call them to set it up and prevent any issues with the initial setup. I did so and was sent to another wonderful person who said "nope. I know what is wrong with the machine. It is corrupted and we are sending you a new meter, a new scale, new cords, new machine, new everything. When you get the machine, please just pack up the old one and send it back along with the one you just received." It is my understanding that the machines are on back order, but our account lease will be credited for the months we have had a disabled machine.
My thought here is, if the machines are backordered, how many of them are corrupted. And while I am grateful for the wonderful service the people that have been recently involved have provided, I don't think I should have jumped through all these hoops and had to wait months and file a complaint with the BBB to get help. Obviously, this is a known issue with this particular machine and Quadient was trying to keep passing the potato until the music stopped.
Sincerely,
******** *****Initial Complaint
Date:08/06/2024
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.
Our company has been trying to cancel our postage meter service with Quadient since Feb, 2024. The meter stopped working in Feb . It was not able to be fixed by their technical department. We decided to cancel our service at that time.Since June, more than 5 phone calls have been made to Quadient, with extremely long hold times simply trying to cancel our service. Each time we call, we get a different customer service person and told a different story. We have also been told that the proper procedure to cancel an account is to receive a cancellation document via email from Quadient, fill it out, and then return to Quadient. At least 3 requests have been made by us for that email to be sent to us. We are still waiting. What can we do to end our relationship with Quadient? Please help. Thank youBusiness Response
Date: 08/13/2024
Hello
********,
I have
reviewed your account and the details of your complaint.
I
apologize for any confusion that may have occurred. I will have one of our
Technical Support Leads call you to help troubleshoot the issues you are
experiencing. Your equipment is actively connecting to the postal server and
shows recent use.
We
received your cancellation letter on July 2, 2024. The maturity date for your
lease contract is July 5, 2027. An early termination quote was email to
[email protected] on July 8, 2024. The termination quote will need to be paid
in order to terminate the contract prior to the maturity date.
If you
have any questions regarding the early termination quote, please contact our
Accounts Receivable Management Team at us.********************************
Sincerely,
Kimberly
A**Initial Complaint
Date:07/31/2024
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 are a ****** office in *************. Our office had been leasing a postage meter from Quadient for a number of years. In early 2023, they reached out saying that our lease had expired and that it needed to be renewed. They did not reach out to the business owner whose name is on the lease, but instead talked over the phone with one of our temporary front desk staff and told her to sign and send the renewed lease and that if she did not sign it, she would not be able to use the postage meter in the office to send out office mail. She signed the lease and sent it back. Quadient concealed a material aspect of the lease which was that she was signing a lease renewal for the term of 5 years. I reached out to Quadient to terminate the lease because we no longer need the postage meter because all our bills are being sent out electronically. So, the purpose of the lease has been frustrated. We have in fact not used the postage meter for the past couple of months. Quadient responded saying that I need to pay ove $3,000 to terminate the lease. This is nonsense!! They tricked us into entering a 5 year lease and are trying to collect thousands from it.Customer Answer
Date: 08/01/2024
The customer business name regarding this complaint is *********** ******** **. Address, * * ******* *** *** ** ********* ** ****** The customer number with Quadient is ********. Please let me know if you require any other information.
Also, I wanted to add that, when I tried to terminate their lease termination department, I called them and I could not speak to a person. They said someone will reach out via email. It was days before someone emailed me a quote for the termination which was over $3,000. I called back to try to talk to someone directly regarding the termination fee, but they would not let me talk to a person.Quadient has made the termination process burdensome and difficult for the customer.
Business Response
Date: 08/09/2024
Hello
*****,
I am
very sorry to hear of your experience. I have reviewed your account and the
details of your complaint.
Heather
Berardi, Practice Manager for *********** ********, signed a 63 month lease
agreement. 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 number of months in the lease term is located on the first
page of the lease contract, at the top right of the page, under "Lease
Payment Information and Schedule."
We offer multiple
different lease terms ranging from 12 months up to 63 months to help meet the
needs of your business. The product model and the length of the lease term was
decided by ******* ******* on behalf of *********** ********.
The
"Approval & Terms" section of the contract, above Heather
Berardi's signature, includes a link to the contract terms and conditions which
outline this agreement is non-cancelable during the initial term agreed upon.
This section also acknowledges the signer read and agreed to all applicable
terms and conditions.
I have
attached a copy of the lease contract and the contract terms and conditions for
your convenience.
If you
have any questions, please feel free to contact me directly at
******************.
Sincerely,
Kimberly
A**Initial Complaint
Date:07/12/2024
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 in the middle of a contract that was to expire 10/25 when Quadient told us our postage machine was no longer in compliance with the PO and we would need a new one. We would also have to enter into a new contract at a higher fee (given 3 different quotes) for a longer time period (one said 24 additional months and one said 36) We opted not do this. Quadient then sent us a termination contract charging us $470.42. We argued that they broke our original contract so we were not liable for that charge. In order to avoid the headache of being sent to a collection agency, we paid the amount and one customer service person said they would try to get that back. We have yet to hear back after several emails and phone calls. Now, additionally there is a charge on our account for $90.29 for equipment rental. They have yet to send us the labels to return the postage machine. I am tired of the run around and terrible customer service. I want the labels to return the machine, the rental fee removed and a refund of the termination fee of $470.42 that we paid and they cashed our check. I want to be DONE with this company.Business Response
Date: 07/19/2024
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. Your postage machine was
compliant through December 31, 2024 and would not have been decertified until
the new year. Since your contract was terminated early, prior to the maturity
date or term mutually agreed upon, we are unable to refund the full amount of
the termination quote you paid. I have credited the $90.29 balance on your
Quadient Postage Funding invoice. We will issue you a refund check in the
amount of $118.77. You will receive the refund within 4-6 weeks.
If you
have any questions, please reach out to me directly at *******************
Sincerely,
Kimberly
A**Initial Complaint
Date:07/11/2024
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.
Several months ago, we were contacted by Quadient and informed that our current postage machine would soon be invalid, necessitating the acquisition of a new machine. In response to this notice, we were presented with a proposal to sign a new lease agreement that would effectively restart our lease. However, we clearly communicated our unwillingness to extend our lease for such an extended period.
Despite our repeated attempts to convey our position, the responses from Denise M******, whom we have been in contact with, have been alarmingly slow and unhelpful. Our attempts to reach a resolution have resulted in essentially going around in circles. This lack of responsiveness and clarity has culminated in our current situation where our postage machine is now non-functional. Quadient is essentially voiding our current lease contract with a postage meter that no longer works, or is acceptable. We do not appreciate the attempt of forcing us into extending our contract, and then getting the run around when we do not wish to do so. We can not get an answer from anyone.
At this point, we propose two potential resolutions to rectify this situation: We are willing to sign a new contract that aligns with the original end date of our current contract, without extending the lease further beyond our initial agreement. Alternatively, we request the cancellation of our current contract with no penalty.
We have diligently pursued these options through attempted emails and phone calls to several departments, only to be met with disconnections and unresolved inquiries. Furthermore, we have submitted a cancellation request. They are asking for a $2284.98 penalty to terminate a lease they have essentially voided with a machine that does not work.
This long period of unresolved issues, coupled with the lack of communication and assistance from Quadient, is wholly unacceptable. We are asking for either the aforementioned resolutions, or contact from a representative to resolve.Business Response
Date: 07/19/2024
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 yesterday. You will be able to continue using your mail
machine through the December 31, 2024 decertification date. You will not be
charged for the ***** mail machine after December 31, 2024. We will reach out
to you to with the next steps prior to the decertification date. We appreciate
your patience.
If you have any
questions, please reach out to me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
Date:07/03/2024
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 lease a postage meter from Quadient (as well as a mail inserter) and have been a customer for over a decade. I recently purchased a ink cartridage for my Ix-3 series and the cartridge was defective. The cartridge was around $250 and has now cost me over $75 in postage misprints that USPS is unable to refund to me. I spent over two hours today speaking to the lackluster Quadient customer service "team" only to be told too bad.. its your problem. I've been waiting for a manager to call me back, I got a call and was put back on hold for another 25 minutes. I also left a message for my account manager but this feels like an endless loop of idiocracy.. is this really how your treat your business customers who spend thousands and thousands of dollars with you yearly.Business Response
Date: 07/09/2024
Hello ********,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
I have issued a
$75.00 credit to your postage funding account number ******************* to
reimburse the spoiled postage that was caused by the faded indicia. The ink
cartridge was replaced at no cost on July 3, 2024. Please use the prepaid
return label that was emailed to you to return the defective ink cartridge.
If you have any
questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Customer Answer
Date: 07/09/2024
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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