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:06/25/2024

  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.

  Our company, ******* ********* ********, has been trying to cancel our postage meter service with Quadient since Feb, 2024. The meter stopped working in Feb which we reported immediately to Quadient. It was not able to be fixed by their technical department. We decided to cancel our service at that time. (We are not under any contract with Quadient-our service has been on a month-to-month status for many years.) Since February, more than 11 phone calls have been made to Quadient, with extremely long hold times (the last call on 6/20/24 involved over a 2 hour hold time only to be disconnected) simply trying to cancel our service. Theresa T***** advised us on 3/18/24 to send her an email confirming we are cancelling our service which we promptly did. We never heard from her again. 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 8 requests have been made by us for that email to be sent to us. We are still waiting. We are promised it will be sent to us, and it never comes. It is not an issue with our email address-that has been confirmed many times with many customer service representatives. Some of the customer service reps we have spoken to include Jasmine on 4/12/24, Dee on 5/14/24, **** on 5/16/24, Rodney on 6/20/24. Meanwhile, we continue to be charged for monthly equipment rental (that has been broken since Feb) and multiple late fees. The last bill we received says "This account continues to remain significantly past due. The payment is now 3 months past due. Call ###-###-#### to make arrangements to prevent further action." In addition to cancelling our service, we would like to have all charges and late fees removed and a refund of the remaining postage left on the machine. What can we do to end our relationship with Quadient? Please help.

  

  Business Response

  Date: 06/27/2024

  Hello *****,
  
  I am very sorry to
  hear of your experience. I have reviewed your account and the details of your
  complaint.
  
  I have credited the
  full balance on your postage finance account number *******************. This
  account now reflects a $0.00 balance.
  
  I attached the cancellation
  instructions that were emailed to you at ******************* on 4/12/2024, on
  05/14/2024, and on 06/26/2024. I will reach out to you to directly to help with
  the next steps so that we can expedite your cancellation and get the return
  labels emailed to you.
  

  
  Sincerely,
  

  
  Kimberly A**

  Customer Answer

  Date: 06/27/2024

  I was contacted today via phone call and email from Quadient. They are in the process of closing our account, but it has not been completed as of today. We still need to receive a return label from Quadient as well as a refund check for the remaining funds on the machine which I'm told may take some time.

  Thank you,

  ***** *********

  

  Business Response

  Date: 06/27/2024

  Hi *****,
  
  Thank you for
  speaking with me on the phone this morning.
  
  Your cancellation
  has been processed, and return instructions were emailed to you today with a
  link to print a return label.
  
  You will receive a
  refund check for the funds remaining on the meter. Once the equipment is
  returned, the meter will be audited and the funds remaining on the meter will
  be removed so that a refund can be processed.
  
  If you have any
  questions please feel free to contact me directly at [email protected].
  

  
  Sincerely,
  

  
  Kimberly Ali

  

  Business Response

  Date: 06/27/2024

  Hi *****,
  
  I attached a copy of the email that was sent to ******************* with a link to print a return label. Please don't hesitate to reach out to me if you need help printing the label.

   

  Sincerely,

  
  Kimberly A**

• Initial Complaint

  Date:06/10/2024

  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 am writing to formally lodge a complaint against Quadient Inc. due to ongoing billing issues despite the cancellation of my contract with them.
  
  On December 20, 2023, I canceled my contract with Quadient Inc. immediately after receiving a postage meter. The cancellation was due to the poor quality of the machine, which continually crushed my mail pieces, rendering it unusable for my business needs. Despite returning the machine and canceling the contract, I have continued to receive invoices for the past six months.
  
  I have contacted Quadient Inc. on several occasions and spoken with different representatives who assured me that the contract was canceled and that I should not owe anything anymore. They had me fill out a form multiple times, which I completed each time, and they again assured me that I would no longer be receiving bills. However, I continue to receive invoices.
  
  This ongoing issue has caused significant frustration and inconvenience. I have done everything within my power to rectify the situation, yet the company persists in billing me for services that were canceled in December 2023.
  
  Following are the names of some of the Quadient employees that I have had communications with:
  
  • Nayan P**** (Sr. Acquisition Sales, Quadient Direct), ********************
  
  • Mike W***** (Customer Service Rep), *********************
  
  • Lee S****** (Customer Support Advocate), **********************
  
  • Zelia M****** (Postage Administration Representative), us.*********************>
  
  
  Thank you for your attention to this matter. I hope that with your intervention, this issue can be resolved promptly and they will cease sending invoices as promised.

  

  Business Response

  Date: 06/18/2024

  Hello *****,
  
  I am very sorry to
  hear of your experience. I have reviewed your account and the details of your
  complaint.
  
  I confirmed your
  contract has been terminated. You will not receive any further invoices. Your
  account reflects a $0.00 balance and is now closed out.
  
  If you have any
  questions, please reach out to me directly at *******************
  

  
  Sincerely,
  

  
  Kimberly A**

• Initial Complaint

  Date:05/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We cancelled postage services in February on letterhead per cancellation policy. Letter attached below. Last bill for machine and postage were paid in full and equipment was sent back immediately. They continue to take $752 auto draw out of our account, We have had to stop payments on the last two and have notified the bank these are unauthorized charges. I am locked out of the account so I am unable to stop the auto withdraw on that end. They assure me every month it will not happen, yet I just got another email saying they are taking it out again in June. In the mean time while they are charging us monthly, they sent us a refund check for $752. That check was NOT deposited. It was returned to the company weeks ago. When calling this morning, they said the refund check will be applied to the account tomorrow, (they have had it for 2 weeks) and then our account will be considered closed. They are literally stealing from us and I have no way of stopping it!

  

  Business Response

  Date: 06/04/2024

  Hello Lisa,
  
  I am very sorry to hear of your experience. I
  have reviewed your account and the details of your complaint.
  
  Due to the timing of the stop payment issued
  with your bank in April, and the timing of the refund check, an open balance
  was left on your account. The refund check has been voided, and the funds have
  been applied to your account. Your account now reflects a balance of $0.00.
  Automatic payments will not trigger since there is no longer an open balance on
  your account. The recurring payment that was scheduled for June has been
  cancelled.
  
  If you have any questions, please don't
  hesitate to reach out to me directly at *******************
  
  

  
  Sincerely,
  

  
  Kimberly A**

• Initial Complaint

  Date:05/22/2024

  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 am submitting this complaint due to the unsatisfactory service provided by Mr. Brandon C*******, an employee of Quadient, and to request a formal confirmation of my contract cancellation with your company.
  
  After entering into a contract, I expected a level of professionalism and responsiveness in keeping with Quadient's industry reputation. Unfortunately, my experience has significantly fallen short of these expectations. Mr. C******* repeatedly failed to return my emails and phone calls, which not only caused frustration but also severely disrupted my operational planning.
  
  The most concerning incident occurred today when I contacted Mr. C******* to inquire about the status of a tracking number for an order. To my dismay, he claimed there were no updates and abruptly stated he would cancel the order before unprofessionally ending the call. This behavior is both surprising and indicative of a fundamental lack of customer service standards at Quadient.
  
  As a result of these experiences, I have decided to terminate my business relationship with Quadient. I am now requesting a formal confirmation that my contract has been canceled effective immediately. I had high hopes for our business partnership; however, it is regrettable that it has concluded under these circumstances.
  
  I trust that this issue will be taken seriously and that Quadient will implement necessary measures to address these shortcomings within your team. I expect a prompt response to this complaint, confirming the cancellation of my contract.

  

  Business Response

  Date: 05/22/2024

  Hello ******,
  
  I am very sorry to
  hear of your experience. I have reviewed your account and the details of your
  complaint.
  
  Your cancellation
  has been processed. If you have any questions, please don't hesitate to reach
  out to me directly at *******************
  
  Sincerely,
  
  Kimberly A**

  

  Business Response

  Date: 05/22/2024

  Hello ******,
  
  I am very sorry to
  hear of your experience. I have reviewed your account and the details of your
  complaint.
  
  Your cancellation
  has been processed. If you have any questions, please don't hesitate to reach
  out to me directly at *******************
  
  Sincerely,
  
  Kimberly A**

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair 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've had a postage meter for years with Quadient. I've tried on multiple occassions to cancel my contract and return the meter. I'm always put on hold to get to customer service, then on hold waiting for the cancellation department. After long waits, I'm disconnected. This has happened mutliple times. I'm retired and no longer need the unit!

  Customer Answer

  Date: 05/14/2024

  Quadient finally responded and is starting the cancellation process.  It will still be 6-8 weeks before it will be rectified.  Thank you!

  Customer Answer

  Date: 11/11/2024

  I first requested Quadient cancel my account in January of 2023. I've followed up mulitple times as they would not process a cancellation. I was told I needed to complete a form and email it to them, which I have done twice, and my account is open. Quadient is taking a payment of just less than $30 every three months, and will not cancel my account.

  
  

  

  Business Response

  Date: 11/15/2024

  Hello *******,
  
  I am very sorry to
  hear of the difficulty you encountered when attempting to cancel your contract.
  I have reviewed your account and the details of your complaint.
  
  It appears your
  initial request in January 2023 was submitted via a web case. Contract
  cancellations must be initiated by our Customer Service team via phone or chat.
  Please accept my apology for any confusion this may have caused.
  
  Your contract cancellation is currently processing. I have expedited your cancellation with our Rental Terminations/Asset Management team.
  
  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**

• Initial Complaint

  Date:05/09/2024

  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 cancelled my lease with Quadient Leasing in the appropriate timeframe prior to the renewal of my lease. The contract says that: Upon the termination of this Lease You
  shall, after receiving an Equipment Return Authorization (“ERA”)
  number from Us, promptly send such Products, at Your expense plus
  shipping and handling costs, to any location(s) that We designate
  within the contiguous United States.
  
  I received an Invoice seeking $350.00 in shipping and handling charges for the return of my meter. Without paying that astronomical shipping and handling charge, a return label will not be created. This price was not disclosed in the contract or at any time prior to the cancellation.

  

  Business Response

  Date: 05/10/2024

  Hello ******,
  
  I am sorry to hear
  of your experience. I have reviewed your account and the details of your
  complaint.
  
  Invoice number
  ******** has been adjusted. The $350.00 freight recovery charge has been
  credited. You will still be responsible for the $60.89 Property Tax Recovery
  balance remaining on this invoice. I have attached a copy of the adjusted
  invoice reflecting the $350.00 credit.
  
  Your lease is paid
  through June 24, 2024. You will receive return instructions via email with a
  link to print a return label after this date. 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’s important to
  ensure your pop-up blocker is turned off prior to creating the return label.
  
  If you would prefer
  to return the equipment early, I can expedite the return labels for you. If you
  have any questions or if you would like to return the equipment early, please
  feel free to contact me directly at *******************
  

  
  Sincerely,
  

  
  Kimberly A**

• Initial Complaint

  Date:04/29/2024

  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 was sent a new machine from Quadient that they say is required in order to remain in compliance with **** regulations. Fine. It’s installed. There were no instructions to send their machine back that they are forcing me to replace. I need that to happen. I’ve made 3 customer service requests to that end and they have been ignored.
  
  Second, I pay for a service called *********. Quadient billed me for it and it doesn’t work on the new machine.
  
  I have made three customer service requests for this too, and they, too, have been ignored.
  
  I’m not sure what to do because they don’t answer the phone, the chat is always offline, and they ignore support request tickets.

  

  Business Response

  Date: 05/03/2024

  Hello ****,
  
  I am sorry to hear
  of your experience. I have reviewed your account and the details of your
  complaint.
  
  We have escalated
  the compatibility issue you are experiencing with ********* and the new
  equipment to our Tier 3 advanced technical support team. We are working to
  resolve this issue as quickly as possible and will follow-up with you on the
  status of the resolution. Please accept my apology for any inconvenience this
  has caused. Due to this, I am crediting the first quarterly invoice on your new
  contract in the amount of $92.67.
  
  I noticed you were
  also invoiced $96.72 in March for the old equipment that you will be returning.
  I have also credited this charge. Please allow 24 hours for the credits to post
  to your account.
  
  Return instructions
  with a link to print a return label were emailed to you at *****************
  today. Please access the return label link using the ****** or ******* browser.
  ******** ******** is not supported and may prevent the return label from generating.
  The return label will “pop-up” as a separate PDF. It’s important to ensure your
  pop-up blocker is turned off prior to creating the return label.
  
  If you have any
  questions, please feel free to contact me directly at *******************
  

  
  Sincerely,
  

  
  Kimberly A**

• Initial Complaint

  Date:04/25/2024

  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.

  Our company had a mailing machine leased that was coming up on renewal. Their sales representative Denise M****** sent a renewal contract to our vice president. Who informed her by email that the owners of the company had decided to not renew the contract and would not sign the new lease for the equipment.
  
  Denise continued to send contracts and sent one to an employee of the company that was not authorized to approve of the contract and used their approval to make the renew the lease. After finding out that the employee that wasn't authorized to sign the lease had done so, an email was sent to the agent Denise the same day to inform her that they wanted the lease voided. She responded with an OK. It was assumed that this was adequate.
  
  After receiving a call from a technician wanting to install the new machine, it was realized OK meant nothing and that if Quadient shipped product that the term of the new lease started regardless. Which is the game played by the company. There is no recourse. So this is the reason for the complaint. Quadient has no honor and is a company that uses deceptive practices to do business.

  

  Business Response

  Date: 05/03/2024

  Hello ******,
  
  I am sorry to hear
  of your experience. I have reviewed your account and the details of your
  complaint.
  
  Your new lease
  agreement was signed on April 9, 2024. The agreement was signed by you (******
  *******.)
  
  I have reached out
  to you via email to follow-up on the next steps to process the cancellation for
  both your new lease *********, and your original lease agreement *********.
  
  If you have any
  questions, please feel free to contact me directly at *******************
  

  
  Sincerely,

  
  Kimberly A**

• Initial Complaint

  Date:04/23/2024

  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 work in the AR/ AP billing department of our business as a customer of Neopost/ Quadient for over 10 years. I was coerced and pretty much conned into a new postal meter and contract-lease. They arbitrarily charged for a meter that I have since returned with proof of delivery after deciding that we are no longer in need of a postal meter. It is my right to change my mind up to 30 days after for a return. They also took postage money from my previous meter bank that I always had to transfer at $500 at a time. When you try to reach the company by phone, I was put on hold for 10 minutes after being transferred. Then you listen to the music that tries to trick you that they are hanging up on you , but the music stops and then starts up again. This went on for another 1015 minutes. After that the representative comes on and says that they will call me back. They never called me back about the return. I try to ask what the other $1,055.00 dollar charge is? They will say for early contract cancellation. Read the fine print. This company is a scam.

  

  Business Response

  Date: 05/01/2024

  Hello ******,
  
  I am sorry to hear
  of your experience. I have reviewed your account and the details of your
  complaint.
  
  We notified you of
  the upcoming **** decertification for your ***** model mail machine. Since the
  equipment will soon be decertified by the ****, you were contacted to upgrade
  to a new model that meets the new *** ******* and security requirements put in
  place by the United States Postal Service. You signed a new contract for an
  **** series machine that is IMI compliant in November 2023. You notified us of
  your intent to cancel the contract on April 22, 2024. The cancellation was
  approved on April 24, 2024.
  
  You will not be
  invoiced for an early termination. The lost meter/lost equipment invoice you
  received in the amount of $1,593.75 is for the original ***** equipment and
  meter that were not returned. Return instructions were provided for the *****
  machine on January 26, 2024. You used the return label associated with this
  return authorization to return the **** series machine instead on April 22,
  2024.
  
  We will send you a
  new return authorization email with a link to print a return label for the
  ***** equipment.
  
  Your complaint
  mentions you were required to transfer/download postage in $500.00 increments.
  However, you have the option of downloading a minimum of $1.00 to the machine
  at a time. You consistently downloaded $500.00 at a time until 8/31/2022. From
  that point on, through January 2024 you downloaded in $50.00 or $100.00
  increments. I have attached meter withdrawal instructions for the ***** meter
  to remove the funds remaining on the meter so that you can initiate a refund
  request. If you do not withdraw the funds prior to returning the equipment, the
  meter will be audited and the funds will be withdrawn once the meter is
  returned. To prevent a delay with your transfer or refund, we recommend you
  complete the meter withdrawal prior to returning the equipment.
  
  We attempted to call
  you three times (on April 24, 2024, on April 25, 2024, and on April 26, 2024)
  to help answer your questions and resolve any concerns you may have, but we
  have been unable to reach you. We have left voicemails for you, and we have spoken
  with Manuel at your office to try to coordinate the best time to reach you. We
  will try to call you again today, and I will reach out to you at the email
  address you provided with your complaint.
  
  If you have any
  questions, please feel free to contact me directly at ******************.
  

  
  Sincerely,
  

  
  Kimberly A**

• Initial Complaint

  Date:03/25/2024

  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.

  This company sells mail machines. Their pricing and long term contracts are completely unreasonable and they have an absolutely ludicrous requirement to insure their mail machine! If you do not provide proof of insurance they automatically enroll you into their insurance. This should be criminal.

  

  Business Response

  Date: 04/02/2024

  Hello ****,
  
  I have reviewed your
  account and the details of your complaint.
  
  We offer a range of
  product models at varying price points, and 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 is decided by our
  customers.
  
  The insurance
  requirement for leased equipment is outlined in the terms and conditions of
  your lease contract. Section G "Approval" includes a link to the
  contract terms and conditions, above your signature. This section also
  acknowledges the signer read and agreed to all applicable terms and conditions.
  
  To opt-out of
  MailProtect insurance, you can email a copy of your “Certificate of Property
  Insurance” or “Evidence of Property Insurance” to **** at
  ************************
  
  We require the
  following for proof of insurance to cover the mailing equipment on lease with
  us.
  
  The address on the
  Certificate of Property Insurance must read ** *** **** ********* **  *****
  The lease number
  must be listed
  Quadient Leasing USA
  must be listed as an additional Loss Payee
  The Certificate of
  Property Insurance must also include theft coverage
  
  If you have any
  questions, please feel free to contact me directly at ******************.
  

  
  Sincerely,
  

  
  Kimberly A**