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:03/19/2024
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 am filing this complaint on behalf of my church, **** ***** ******* of ******** **. I am the treasurer of the church.
On June 14, 2023 an assistant signed a 63 month lease with Quadient for a more expensive postage meter. This assistant was not authorized to sign any lease involving this amount of money. When she resigned in November of 2024, we discovered this lease. We do not need this machine.
Numerous attempts via email and phone numbers were made from November 28, 2023 until current time to contact Quadient. All attempts were unsuccessful, so on January 18, 2024 a Certified Return Receipt letter was mailed to them. A Laura P*** signed the receipt on January 25, 2024. Still no response was received.
On March 15, 2024 we received a call from the Quadient billing department to see why we had not paid our bill. We referenced the letter sent in January, but they had no knowledge of that letter.
Since we believe the lease is invalid, and we have followed the steps outlined in Section 3 of the lease to cancel, we believe we owe them no more money.
We then received a quote of $4,818.62 to terminate the lease.
We have since followed the new steps they sent us to terminate the lease, and have allowed us 10 days in which to do so. Since we have been unable to contact them for more than 100 days, this is very frustrating. They have assigned the case number# ********
Business Response
Date: 03/25/2024
Hello *******,
I am sorry to hear
of your experience. I have reviewed your account and the details of your
complaint.
****** ********
signed a 63 month lease agreement as an authorized representative of your
organization. The "Approval & Terms" section of the contract,
above ****** ********'s signature, also 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.
The early
termination quote you received is the amount Quadient Leasing is willing to
accept to release **** ***** ******* Church from the non-cancelable agreement.
The cancelation
steps outlined in section 3 of the terms and conditions are referring to notice
of cancellation at the end of the initial contract term and states if notice of
cancelation is not received within 90 days of the end of the initial term the contract
will automatically renew on a quarter-to-quarter basis.
If you have any
questions, please feel free to contact me directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
Date:03/11/2024
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.
Contract date 1/12/2024 customer service supervisor signed a lease agreement with Quadient Leasing for $535 a month for 60 months. Because we had not answered the emails from the salesperson, they showed up unannounced two days in a row. They were quite pushy and pressuring the supervisor to sign the agreement which was done the second day.
Several days later when upper management was presented with the lease, they questioned the monthly dollar amount as it was not what was agreed to. Customer service supervisor was told that our current lease agreement on the postage machine would be replaced with this new agreement for the folding and stuffing machine since the new machine would do what the current machine did, stamp and seal mail AND would do the folding and stuffing all from one machine and all in one transaction. The expectation was that the total monthly payment would be $535 TOTAL, NOT that we would continue to pay the payment of $168.99 for the postage machine AND $535 for the new machine. Several weeks after signing the agreement the machine was delivered and installed. We had to re-arrange the entire mail room to make room for both machines when we thought we would only have the new machine. We no longer have space available for working in this room as both machines have taken up the entire counter space that was a work area. In addition to the supervisor, two other employees were present when we were told that the old contract would be replaced with the new contract and that it would be one machine, not two. We have tried multiple times to resolve the issue but have not been successful. This new machine at this price is not cost effective for us. We thought the total monthly price would be $535 and that was just barely cost effective but would give our employees time for other work instead of manually stuffing. Based on our mail volume it is less expensive to pay employees to manually do the work then to pay $535 a month. Now with two machines instead of only the one we thought we would have, once the folding and stuffing is done an employee still needs to go to the old postage machine and physically stand there and run all of the mail through a second machine. These are labor dollars we thought would go away with only having one machine. For both contracts a monthly amount of $535 was going to work. $535 for the new contract and $168.99 for the old contract is not what we were told and is not cost effective.Business Response
Date: 03/12/2024
Hello *****,
I have reviewed your
account and the details of your complaint.
I attached a copy of
an email exchange with your Customer Service Supervisor, Heather H***. The
email exchange shows Heather was informed the folder inserter only folds and
inserts and cannot meter mail.
Information was also
provided to Heather on the DS-64i folder inserter on November 30, 2023
outlining the capabilities of the equipment. I have also attached a copy of
this document.
The contract term
for your DS-64i folder inserter lease is in place through February 4, 2029. The
contract term for your IX-5 mail machine lease is in place through April 4,
2026. – The terms and conditions of the lease contracts outline the agreements
are non-cancelable and includes a promise to pay through the term mutually
agreed upon.
If you have any
questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Customer Answer
Date: 03/14/2024
Complaint: ********
I am rejecting this response because: Their response does not change anything. Even after we found out that the machine would not do the postage and sealing, we were willing to accept that at the price we were verbally told. Yes, the brochure was supplied however, no one ever went over or showed the brochure to us. It was simply laid on the desk. The salesperson verbally told us how everything would work. They did not address the fact that the salesperson communicated to more than one employee that our old contract would go away and be replaced by the new one. The pricing for this machine is not cost effective for our small business. Had we understood the pricing we would not have gotten into this agreement. The customer service supervisor emailed asking for the cancellation of the old agreement in writing and that is when we started being told that we miss understood. I realize that this is a matter of miss understanding on both sides. It is truly poor customer service to not want to try and somewhat make your customer happy. It is unfortunate, that it makes no difference to them that we have a machine that is not what we thought and that is not cost effective for our company. They could easily pick up the machine and sell or lease it to someone else or reduce the pricing to what we were verbally told.
Sincerely,
***** *****Business Response
Date: 03/15/2024
Hello *****,
The written email
communications between your Customer Service Supervisor Heather Hall and the
sales representative show that Heather was informed the folder inserter only
folds and inserts and cannot meter mail. Heather was also emailed a brochure on
the folder inserter outlining the capabilities of the equipment.
**** *** signed a 60
month lease contract agreement for the DS-64i folder inserter. The contract
that was signed specifies the lease is only for the DS-64i folder inserter.
This contract does not reference the IX-5 mail machine. The lease contract for
the IX-5 mail machine is separate. 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.
If you have any
questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
Date:02/27/2024
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 are a current Quadient customer that rents a postage meter for ~99/month and postage. In December we started getting very high pressure emails for a contract renewal. I assumed it was to continue use of current postage meter. I signed it. A few months later a new meter shows up that I didn't want. I have made numerous attempts to understand bill, get a copy of old meter contract to understand if I have to send it back, continue the monthly rental agreement etc. Meanwhile they send me a new meter and 36 month agreement ~30/month. I contacted them to say I didn't want the new meter that it was in error that I just wanted to continue with existing meter and they will not cancel it. Meter is still in box, they want to charge me $1200 to return it to get out of contract. I feel like they are extorting me. With one call/click I can get in a contract but any service to understand billing/contracts they will not respond to email, voicemail, or allow direct conversation with live people. Here I am stuck with two meters, two contracts, and $130/month rental fees. I am a very small business that actually can get by with a book of stamps and I don't need any of this! Please help me get out of these contracts and get postage meter equipment returned. There feels to be no out, they soon will send me to collections if I don't pay! They are running bad business model here to trap people.Customer Answer
Date: 02/27/2024
Attached are additional email correspondence requesting the reversal of the new meter/contract sent
Notes regarding the last person I contacted at 2/26 that promised to call me back to resolve
2022 contract @ 4/month
2023 contract will not load, links expire and documents disappear. Cannot get contract from website it errors out too. Emailed request to get old meter contract terms and amounts
Business Response
Date: 03/04/2024
Hello ******,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
You new contract has
been cancelled at no cost, and your original contract has been reinstated. You
will be able to continue using the old equipment through the end of the year.
Return instructions
for the new equipment and a link to print a return label will be emailed to you
at ******************************* within 3-5 business days. 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.
I have attached a
copy of your current contract and the contract terms and conditions per your
request.
If you have any
questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Customer Answer
Date: 03/04/2024
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. I have emailed quadient to email me the copy of my old contract and terms so I know what to expect going forward. Also a question with regards what to do with the old meter at the end of the year when the contract is up on it. Will I be provided labels to return it as well whent he time comes? A copy of that email has been uploaded to BBB. Thank you for your help in resolving this matter and will watch for the return labels to ship the equipment back. I have two boxes with the meter and accessories to return.
Sincerely,
****** ******* *** ***** ******* ******** *******Initial Complaint
Date:02/26/2024
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.
Machines are sent to customers without being tested, causing numerous trips for our techs. We incurred over $1000 of tech time and travel to troubleshoot malfunctioning equipment. Submitted a return request to send back malfunctioning machine and cancel the services. It has been over 3 months with no word back from them. Machine still sitting in box waiting for return shipping instructions. Absolute worst experience I have ever seen.Business Response
Date: 02/28/2024
Hello *******,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
When you reported
the technical issue you were experiencing on November 29, 2024, a new base
replacement was shipped to you overnight to resolve the issue.
There is currently a
cancellation case open for your account. A member of our cancellation team
reached out to you via email on February 26, 2024 to provide an update. – A
copy of the email is attached.
The cancellation was
pending due to the open balance from the termination quote. – The termination
quote for contract ******* has been revised to $0.00. I have attached a copy
for your records.
The open balance on
your Quadient Postage Funding account number ******************* has also been
credited. Please allow 24 - 48 hours for these credits to post to your account.
We have expedited
your return instructions with our Asset Management team. The return
instructions and a link to print a return label will be emailed to you at
[email protected]. 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 have any
questions, please feel free to contact me directly at ******************.
Sincerely,
Kimberly A**Business Response
Date: 02/28/2024
Hello *******,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
When you reported
the technical issue you were experiencing on November 29, 2024, a new base
replacement was shipped to you overnight to resolve the issue.
There is currently a
cancellation case open for your account. A member of our cancellation team
reached out to you via email on February 26, 2024 to provide an update. – A
copy of the email is attached.
The cancellation was
pending due to the open balance from the termination quote. – The termination
quote for contract ******* has been revised to $0.00. I have attached a copy
for your records.
The open balance on
your Quadient Postage Funding account number ******************* has also been
credited. Please allow 24 - 48 hours for these credits to post to your account.
We have expedited
your return instructions with our Asset Management team. The return
instructions and a link to print a return label will be emailed to you at
[email protected]. 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 have any
questions, please feel free to contact me directly at ******************.
Sincerely,
Kimberly A**Customer Answer
Date: 03/07/2024
This has not been fully resolved yet. Quadient sent an email stating they would send another machine to us (4 months later), which was not what was communicated in November. We canceled the service due to malfunctioning equipment. We already have a new provider. They did then send a return label for the machine finally and a pickup was scheduled for 3/6/2024. We will not consider this issue resolved until that account is in a closed status. This company is extremely disorganized, and we will not be continuing to waste business hours going back and forth with this for the next year.Customer Answer
Date: 03/07/2024
This has not been fully resolved yet. Quadient sent an email stating they would send another machine to us (4 months later), which was not what was communicated in November. We canceled the service due to malfunctioning equipment. We already have a new provider. They did then send a return label for the machine finally and a pickup was scheduled for 3/6/2024. We will not consider this issue resolved until that account is in a closed status. This company is extremely disorganized, and we will not be continuing to waste business hours going back and forth with this for the next year.Business Response
Date: 03/11/2024
Hello *******,
Your cancellation has already been processed. You account was
closed, and all open balances were credited.
If you have any
questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Business Response
Date: 03/11/2024
Hello *******,
Your cancellation has already been processed. You account was
closed, and all open balances were credited.
If you have any
questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Customer Answer
Date: 03/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, stating that the cancellation was finally processed, and the account has been closed. Therefore, we can find that this resolution is satisfactory.
Sincerely,
******* ******Customer Answer
Date: 03/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, stating that the cancellation was finally processed, and the account has been closed. Therefore, we can find that this resolution is satisfactory.
Sincerely,
******* ******Initial Complaint
Date:02/14/2024
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.
In midyear of 2023 I was contacted by Raquel C******* who is an account executive in the ******* Area. After meeting with her and Jason H*** in September/October I agreed on behalf of ******* ******* ******* to transition to an account to use digital postage so that we can send patient statements from our office because we do medical billing. Also in the package was a new postage machine lease. Since the kickoff in October of our project to teach us how to use the digital mailing software along with the ability to transmit digital statement, we have yet to have a solution. Very disappointed that it has taken 4 months and we are still no further along to having any access for any functionality of what we we were processed. Raquel and Jason had been somewhat helpful in the beginning but have since passed the torch and we get no response from the back end project management team. At this point in time, Quadient has now lost our business to send out statements for us and we have now gone back to our previous partner. After being a client of Quadient formally other companies for 20 years, we have learned that customer service is lacking.Business Response
Date: 02/20/2024
Hello *****,
I am very sorry to
hear of your experience and apologize for any confusion that may have occurred.
I reviewed your account and the details of your complaint.
There was a one hour
training session provided on January 8, 2024 with **** ********. During the
training, Bart was informed your software is in "Setup Mode" to allow
you to test and train internally if desired without any of the mail going out.
Bart was informed once your company was ready to "go live," he would
need to click "Activate Production." The training session was
recorded. If you would like a copy of the training video, this can be provided.
Your account shows
you were contact regarding your concerns, and you should receive a follow-up
call to help address any other concerns you may have.
If you have any
questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
Date:01/30/2024
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.
Signed an online form to request information for their mailing service, once they got my information they sent me the unit. I messaged them online to let them know a quote was no longer needed and got no response. I did not have an email confirmation of the unit being sent. I requested the contact form several times. I just want to send the stuff back and cancel whatever they have started with me but I they have no phone number or email for contact.Business Response
Date: 02/08/2024
Hello ****,
I have reviewed your account and the details
of your complaint.
On December 18, 2023 at 12:40:41, you entered
into a 3-year agreement with Quadient for an **** postage meter. When you
clicked "Order Now," you were required to enter your information,
select a plan, and manually click to acknowledge the following:
"I understand that this machine is
self-installable and that if I require assistance with my installation after
delivery, a fee may be payable by me to my local office."
"I acknowledge that this agreement is
governed by the Quadient Rental Agreement and is non-cancelable for the
term."
After these boxes were checked, you would
have then had to click "Complete Order" to proceed.
We will approve the cancelation and send you
return instructions. Please allow 3-5 business days for the cancelation to be
processed. Return instructions and a link to print a return label will be
emailed to you at ********************. Please access the return label link
using the ****** or ******* browser. ******** *******r 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:01/29/2024
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.
This complaint is in reference to ***** ****** **, Customer number ********.
On July 14, 2023 after I finally was able to reach a human being at Quadient I submitted in writing as instructed our cancelation of service document stating the service was cancelled as of 6/15/23, the end date of the lease extension. The lease has been paid in full as of the signed terms, On the following dates, 7/14/23, 10/5/23, 10/9/23, 10/11/23, 1/11/24, 1/12/24, 1/16/24, 1/26/24, I have via email to various quadient representatives, requested instructions to return their unused postage machine/equipment. There is always a quadient breakdown in communication where a representative discontinues contact until another person contacts me and the cycle starts all over again. I have exhausted all avenues of an equitable solution with Quadient and want the threatening Quadient emails and additional invoices to stop immediately since they show a pattern of willingness to communicate and close our business account.Business Response
Date: 02/07/2024
Hello *****,
I am sorry to hear of your experience
while trying to cancel your contract. I have reviewed your account and the
details of your complaint.
The end of the extension term for
lease ********** was entered as September 15, 2023. I have reached out to our
leasing team for more information. I will contact you directly so I can help
resolve this for you.
If you have any questions, please
feel free to contact me directly at *******************
Sincerely,
Kimberly A**Customer Answer
Date: 02/08/2024
Complaint: ********
I am rejecting this response because:The copy of the lease signed is dated 7/1/2022 for a period of twelve months per the lease agreement. Twelve months from 7/1/22 is not 9/15/23.
Sincerely,
***** ******Customer Answer
Date: 02/13/2024
*********
When
will this be resolved? Lease ended
6/30/22, lease attached.
Please
remove the open invoices from the account and then close the account. I just received a phone call from Chantel who
hung up on me.
Need
the harassment to STOP.Business Response
Date: 02/14/2024
Hello *****,
Thank you for your
patience while we worked to resolve this matter. Your lease ********** has been
terminated. The open invoices, including invoice number ********, have been
credited and closed out.
You will receive a
final property tax and freight recovery invoice per the terms and conditions of
the lease contract. Once paid, there will be nothing further due to Quadient
Leasing.
Please let me know
if you have any further questions.
Sincerely,
Kimberly A**Initial Complaint
Date:01/29/2024
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.
This company has outrageously unethical billing practices. I strongly caution anyone, ever, from contracting with this company. I inherited this mess and they are easily the worst company I have ever worked with. They are nothing more than a scam to get you to sign the contract, and then you are stuck. The equipment won't work, if you call customer service you get transferred dozens of times until you give up, they only let you cancel the contract one time per year and if you miss it you're out of luck. It's the absolute worst and shouldn't even be allowed to conduct business. I have no idea how they haven't been sued into oblivion yet.
All I want at this point is my contract cancelled and to never ever hear or work with them again.Business Response
Date: 02/07/2024
Hello ******,
I am sorry to hear
of your experience and apologize for any confusion that may have occurred. I
reviewed your account and the details of your complaint.
A new 39 month lease
contract for *** ***** ********** was signed in August 2020 under the "Why
Wait Program." The "Why Wait Program" entitled Sea Cliff
Healthcare to upgrade equipment prior to the end of the term of the then
current lease ********* and begin using the upgraded equipment early prior to
the commencement date for your current lease *********.
Your former lease
********* was in place from March 27, 2018 – June 26, 2021. Your new lease
********* then commenced and began billing on June 27, 2021. The 39 month term
on your new lease ********* is through September 26, 2024.
The terms and
conditions of the lease contract agreement include a promise to pay through the
lease end date and outline the lease agreement signed by *** ***** **********
is non-cancelable during the term agreed upon.
You can call our
customer service team at ###-###-#### to initiate a cancellation 90 days
before the end of your lease term.
I noticed your
complaint also mentioned an issue with the equipment not working. Your postage
account was disabled due to non-payment. Once the past due balance was paid,
your postage account was enabled on December 8, 2023. The **** postal server
shows you have successfully connected to download postage and have used the
machine since the account was enabled. If you are experiencing a technical
issue, our technical support team can help.
I
have attached a copy of your lease agreement 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:01/24/2024
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.
In November 2023 I ordered a basic postage meter from Quadient. I was working with the sales person Shane K. I received my meter mid December and the first meter did not work. The replacement meter was also not working and I spend hours with the IT staff who was able to resolve my issue. THEN the equipment stopped working again. I requested a full cancellation on 12/20/2023. I was told by Shane K that the cancellations take 4-6 weeks. on 01/09/2024 I emailed Shane for an update. He stated that he would get me the case number and that I should call the 800 number to get an update. I emailed him again, today 01/24/2024 and he still doesn't have the case number. I called the company and they stated that there was never a request to cancel my service. I am currently on hold (54 minutes and counting) to speak with someone to finalize the cancellation. This company is a joke.Business Response
Date: 01/29/2024
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. Return instructions and a link to print a return label was
emailed to *********************** on January 29, 2023. Please access the
return label link using the ****** or ******* 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 have any
questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
Date:01/24/2024
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.
The company claims outstanding invoices that I have no idea about. I call back the phone number left on the voicemail to be told to press one, and someone will call you back today. I have called 10 times at different times of the day to get the same result. I have never dealt with this company.
You need to stop creating fake invoices so you can harass people.Business Response
Date: 01/29/2024
Hello *********,
I apologize for your
experience, and I would like to help. Are you able to provide me a copy of the
invoice you received that you believe to be false?
Your Quadient
Leasing account was 66 days past due. You had three past due invoices totaling
$5,763.09. A payment was received for the past due invoices on January 19,
2024.
Past Due Invoices
Lease *********
Invoice ********
$333.76 [Due Date: 14-Nov-2023]
Invoice ********
$3,567.39 [Due Date: 30-Nov-2023]
Past Due Invoices
Lease *********
Invoice ********
$1,861.94 [Due Date: 21-Nov-2023]
Your Quadient
Finance account was also 96 days past due.
September
Statement: $1,344.88 [Due Date:
10/02/2023] – No Payment Received
October Statement:
$5,876.74 [Due Date: 10/31/2023] – Partial Payment Received in the amount of
$3,200.00
November Statement:
$4,330.58 [Due Date: 12/01/2023] – No Payment Received
December Statement:
$6,047.91 [Due Date: 01/03/2024] – No Payment Received
January Statement:
$8,197.61 [Due Date: 01/31/2024] – Full Payment Received on January 6, 2024
If you have any
questions, please feel free to contact me directly at ******************.
Sincerely,
Kimberly A**
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