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:01/19/2024
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.
On 1/11/24 **** ***** called me stating I was late in payment. I told her I never received the invoices via email. She told me I had to contact my IT Dept. In the meantime, she emailed me the invoices. I had my IT Dept check all of my emails including spam and junk searching the email address she said sent the email to me. IT Dept didn't find anything by that email address. I tried calling their customer service number and either got the runaround or on hold for over 30 minutes. When I did receive a person, they would transfer to another dept and again kept on hold for over 30 minutes. I requested from Lisa copies of the emails sent to me to prove these were sent and I haven't received them. I am being charged late fees and finance fees on the invoices. I have called several times on 1/11/24 and 1/19/24 and have not received a call back or spoken to a person. I am currently, paying the invoice Lisa emailed me totaling $8,157.67 which included the finance charges. I just want this resolved before the next invoice comes out so I can pay it on time.
Business Response
Date: 01/29/2024
Hello ****,
I am sorry to hear
of your recent experience. We value your business and want to ensure all
interactions with our Customer Service team resolve your concerns and meet or
exceed your expectations.
I have reviewed your
account and the details of your complaint.
Your
invoices/statements are mailed to you at the billing address we have on file for your account at ** *** **** ****** ****** ** *****. Your account does show
you were recently setup for statement alerts to let you know when a new
invoice is ready to view with a link to login to your Myquadient account so
you can view the new invoice. The statement alerts are sent from
******************************. We show a new statement alert was emailed to
***************************** on December 19, 2023 and January 22, 2024. You
should also have received these invoices via mail at your ** *** ** ****** ****** ***
I credited the late
fee and finance charge on the January statement. Your postage finance line of
credit now reflects a $0.00 balance.
If you have any
questions, please feel free to contact me directly at ******************.
Sincerely,
Kimberly A**Customer Answer
Date: 01/30/2024
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:01/18/2024
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 have been paying $8100 to rent a quadient mailing system, per year, and when looking at these costs we have deemed these costs unaffordable for our small business. Business has gotten less and less and we need to cut down costs. I let Quadient know we know longer wanted to rent the machines and they needed to come get them, or send labels for me to return them, and we needed to discontinue the lease.
Now they want to charge me $31,660.96 to discontinue working with them! If I could afford the $8100 / year to work with Quadient I would keep using their machines, though the output is slow and the replacement ink and rolls of labels are more expensive than I can pay for other supplies too!Business Response
Date: 01/29/2024
Hello *****,
I am sorry to hear of your experience during the
cancellation process. I reviewed your account and the details of your
complaint.
A new 63 month lease contract for ***** ******** was signed
in October 2022 under the "Why Wait Program." The "Why Wait
Program" entitled ***** ******** to upgrade equipment prior to the end of
the term of the then current lease ********* and begin using the upgraded
equipment early on lease ********* prior to the commencement date.
Your former lease ********* was in place from February 1,
2018 – April 30, 2023. Your new lease ********* then commenced and began
billing on May 1, 2023. The 63 month term on your new lease ********* is
through July 31, 2028.
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.
If you have any questions, please feel free to contact me
directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
Date:01/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company continues to send me invoices for charges I have already paid and/or should never have occurred in the first place. I previously rented a postage machine from them, and on multiple occassions they held a check I sent in for payment for several days, then cashed it a day or two after the due date, and then tried to charge me a $39 late fee. On other occassions I tried to pay online and it said no balance due, and then again they charged me late fees of $39. I have contacted them multiple times to resolve the issue, and on some occassions they would waive late fees but others they said they would but didn't. I finally cancelled my services and was sent the attached letter stating I only owed $58.74 which I promptly paid. But they continue to send me bills, now saying I owe $236.80 for various items they have fabricated. I sent them a detailed email summary calculated that since the beginning of 2022 showing that without all their false late fees, I should have owed a total of $672 for rental fees and postage, but had paid a total of $785.50. I simply want them to zero out my account and stop sending me invoices for fake late fees and other charges I don't owe.Business Response
Date: 01/18/2024
Hello ****,
The invoices you are
receiving are due to an unpaid balance on your Quadient Postage Funding line of
credit. The cancellation quote you attached specifies the amount provided does
not include any balances associated with your Quadient Postage Funding accounts.
We process payments
as they are received. Unfortunately, your account incurred late fees because
your payments were received late. The unpaid balance on your Quadient Postage
Funding line of credit was for the coverage period prior to your cancellation. I
have credited the remaining balance on your Quadient Postage Funding line of
credit as a courtesy. Your account balance now reflects $0.00.
If you have any
questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
Date:01/04/2024
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.
My predecessor, **** ******* communicated initially in writing on 12/9/2022 to Arnold B*** (******** and Ivette L*** (Quadient) that ********* ****** ** *** did not intend to renew the upcoming lease agreement for the mail machine. There was some dispute prior regarding the term of the lease which appears to be initialed by Paul N***** in the later version, but that is not how Paul signed things and he disputes signing the document altogether. Over the last 6 months, I have made a concerted effort to resolve this matter as the new CFO for ********* and Quadient has purposely been evasive and non-responsive to both my attempts to resolve this matter and those of our initial sales representative with OME. Quadient issued a ~$13k settlement statement without further explanation of the charges, and when I called their customer support for answers, I was told that a supervisor would be in touch with me, and I only received a don-not-reply email with no additional information, nor anyone to contact. On top of all of this, Quadient decided to renew *********** lease agreement and has been invoicing each month even though that lease was clearly terminated. Quadient's equipment has been disconnected and sitting in the corner of our mailroom since April 2023. I will pay an appropriate settlement of the initial lease, which is equal to $1,158.05, but will not agree to pay anything additional. We have the commmunication documentation that shows all efforts in attempting to resolve this matter on *********** behalf.Business Response
Date: 01/11/2024
Hello ******,
I am sorry to hear
of your experience, and I apologize for any confusion that may have occurred. A
63 month lease term was not accepted. At the time your current contract was
signed in September 2017, you were still under contract for your former lease *********
that was in place through July 1, 2018.
Due to this,
********* ****** ** *** was offered a "Fast Forward Trade-up" program
that allowed you to upgrade your equipment 6 months early and add the remaining
6 months to your new contract. The 69 month lease term was accepted and
countersigned. The billing for your current lease ********* commenced in
January 2018 for 69 months, through October 1, 2023.
The last payment
received on your lease was on January 23, 2023. The cancellation was not
processed because the terms of the lease were not met. I have requested an
updated termination quote with the past due balance on your lease. The quote
will be emailed to you at [email protected]. Once the debt is settled, we
can close out your account and provide return instructions.
If you have any
questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
Date:01/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up to rent one of their postage meters. The account rep Ricci F**** talked me through it all. I was told I’d have my postage meter in 10 business days. I have tried to email him several times to get an ETA as it’s been over 10 business days and I e gotten no response. Call customer service to get some info and was told my 2 different people they can’t find anything on my meter even being shipped yet. Was told they’d email me back but still have not heard anything.Business Response
Date: 01/03/2024
Hello ******,
I apologize for any
inconvenience you may have experienced. Your equipment has shipped with *****
tracking number ************ and ************. ***** is currently showing an
estimated delivery date of 1/5/24.
If you have any
questions, please feel free to contact me directly at *******************
Sincerely,
Kimberly A**Initial Complaint
Date:12/12/2023
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 contract is up December 2023. We are a small private high school. We do not mail enough items to need a postage meter. I contacted our rep in November about canceling. I have contacted Quadient by phone once waiting for an hour before I completed the information for a call back. I have submitted two online requests and over a month have not received any information about the cancellation process or instructions for returning the equipment. I would like assistance completing this cancellation request.Business Response
Date: 12/22/2023
Hello *****,
I am sorry to hear
of your experiencing while trying to initiate a cancellation. I have reviewed your account and confirmed a
case was opened to process your cancellation. (Case Reference # ********)
I have submitted a
request to our Asset Management team to expedite your return instructions.
Once you receive the
email with return instructions, 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 would prefer,
I would be happy to generate the return label for you once the email goes out.
Just let me know if you would like me to help with this.
If you have any
questions, please feel free to contact me directly at ******************
Sincerely,
Kimberly A**Customer Answer
Date: 12/22/2023
Thank you for your assistance in moving the cancellation process along. I am appreciative of your organization for your service to the community at large. Happy Holidays.
Initial Complaint
Date:11/21/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been paying for equipment for the pass 3 or 4 years that we do not use. They keep billing and I keep trying to cancel. I am have been told various things; I need to request a form and send in in writing (there is no such form), I am told the cancelation review takes up to 6 weeks to process (mean while I am still getting billed and the people on the phone bank will not connect you to any person in management. When asked for an explanation I get responses like - that's procedure, I can't see your case, etc. Always push back. Never offering a resolve. I have encountered a company that makes you wait 6 weeks to review a cancelation. I see many other complaints on her about this company. I am writing on behalf of ******** ******* *** * ***** **, ********* ** *****.Business Response
Date: 12/02/2023
Hello *****,
I am sorry to hear
of your experience while trying to cancel your contract with us. An email with
return instructions and a link to create a return label were emailed to
************************** on November 21, 2023.We received your return on
November 29, 2023.
Please feel free to
contact me directly at ****************** if you have any questions or if you
need further assistance.
Sincerely,
Kimberly A**Customer Answer
Date: 12/04/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:10/31/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Quadient requested to exchange the machine in March 2023. I had a lot of issues with the new machine and it stopped working a couple months later, therefore I used it only few times. When I called they told me the machine was disabled due to 3 outstanding invoices. I never received the invoices and found that they changed my address. A couple of cases were created to address these issues. After so many unresolved issues, calls, unanswered emails I decided it was not worth it. Then they told me I had signed a new contract in March when they changed the machine and the contract was through 2025. Subsequently, I had to pay "early cancellation" plus "postage" that I never used. Total of $830.4. I sent complaints to the company and also requested adjustment of the final bill but they declined it. At one point they even threatened to send to collection even though all the errors were on their side and never received any of the 3 invoices they said I did not pay.Business Response
Date: 11/03/2023
Hello *********,
I am sorry to hear
of your experience with the new equipment.
I reviewed your
account and noticed the meter was disabled due to non-payment. This is the
reason it stopped working. The account began incurring a balance in March 2023.
A payment was not received until October 2023. We received your address change
notification on September 1, 2023.
I attached meter
withdrawal instructions to remove any funds remaining on the meter. This will
put the funds back on your postage account so a refund can be requested. Once you
complete the meter withdrawal, you will no longer be able to use the meter. If you decide not to perform the meter withdrawal, the meter will still be audited once it has been returned and the funds can be removed at that time.
Since your contract
is paid through the end of your contract term, the return labels are scheduled
to be sent at that time. If you would prefer to have the return labels sent to
you now, please let me know so I can help. Please note, if return labels are
requested early, you will not be entitled to a prorated refund.
Please feel free to
contact me directly at [email protected] if you have any questions or if you
need further assistance.
Sincerely,
Kimberly A**Customer Answer
Date: 11/07/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
********* ******Initial Complaint
Date:10/25/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had to called several times now to get an issue resolved when I canceled my subscription. I first initiated my cancellation on 6/23/23. I was sent an email and a total termination amount due which I immediately paid. The check was cashed on 7/6/23. I continued to receive a bill. Upon calling again on 8/30/23, I was told that the bill was for postage we had used but also had the termination/subscription amount of the contract I had already paid on the bill and they would take that off. I paid the difference and a late fee of $39 they tacked on ( which I do not think I should have been charged in the first place due to the miscommunication about the final amount I owed). Again, I received yet another bill, this time with the amount I recently paid but still showing the subscription fee they had already received paid back in July. I called again on 9/27/23, the person saw the notes and didn't know why it was not taken care of. They put me on hold for over 10 min trying to get in contact with the person who made the notes. They said they would call me back once they talked to them and never did. Now I received another bill with same amount and finance charges 10/23/23. I am very frustrated and upset that I have to waste so much time on this and am getting the run around. On top of it, the person who signed the contract with Quadient on our behalf in the first place was not authorized to do so in the first place and no longer works at our company. Account ending ****Business Response
Date: 11/03/2023
Hello ******,
Please accept my
apology for your experience.
The equipment rental
invoice that billed to your postage funding line of credit in July was credited
in full in the amount of $142.83. The credit will be transferred to cover the
balance on this account. Please allow 3 - 5 business days for the credit to
post to the account.
The fees on your
postage funding line of credit on the August, September, and October statements
have been credited.
Once the credits
post, your account will reflect a $0.00 balance.
Please feel free to
contact me directly at [email protected] if you have any questions or if you
need further assistance.
Sincerely,
Kimberly A**Initial Complaint
Date:10/10/2023
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.
They provided a service vastly inferior to what we were sold on. We had previously used a different service of theirs - we would send a large check, it would be applied, when our account went too low we'd send another check. Somewhere along the line it went from them using our large check to a $1500 line of credit which honestly didn't last too long with our mailing needs. If the line of credit was used up, there's nothing we could do to speed up them receiving our money besides waiting a day or two while we were out of service.
I learned that our sister store was using them at cheaper rates and I was interested in switching. We were told the other program would be easy to use. This was a complete lie. The process was onerous, did not integrate with our systems at all, and the customer service was once again not great. So we find a new servicer (******* by **********) which integrates much better and is much more user friendly. While I am annoyed at being oversold, the above would all be forgiveable until...
They bill you for the entire invoice cost of the entire contract. Not even gyms do this.
Then when we tell them we want to cancel, they offer us more favorable terms to keep us on.
Then when I ask to clarify these terms, they go radio silent.
Then when I ask them again for an update, they yank their offer and threaten to charge me for 57 months, all at once, after 3 months of them falling way short of any expectation.
I'll be letting national groups within my industry know to stay far, far away from these guys. It's the sign of a pretty terrible company that 1) you don't have any kind of buyout option short of the full amount due (no standing by your product AT ALL) and 2) You offered better terms then yanked them with no reasonable explanation. The original offerer was clearly aware of the length of the lease when they offered a shorter term in black and white.Business Response
Date: 10/22/2023
Hello ****,
Please accept my
apology for your experience and for any confusion that may have occurred during
the cancellation process.
I have reviewed your
account and the details of your complaint.
On April 11, 2023,
you signed a 63 month lease contract agreement. The terms and conditions of the
contract you signed outlines the agreement is non-cancelable and includes a
promise to pay through the 63 month term mutually agreed upon.
Your Quadient
Postage Funding line of credit is required for the NeoShip software. I noticed
you were mailing checks to the **** to prepay for postage in 2022. You still
have the option to mail checks to the **** to prepay for postage. Postage
downloaded to your equipment will pull from the **** prepaid balance first. If
you choose to prepay for postage, the Quadient Postage Funding line of credit
will still be used to finance all NeoShip transactions and can be used as a
backup funding method for postage downloads if your prepaid balance is exhausted.
You are also able to
request a credit line increase for your Quadient Postage Funding account. – I
have attached the Postage Finance Credit Line Increase Request form.
I am sorry to hear
you have not found the new equipment easy to use. Your new upgraded equipment
is IMI (Intelligent Mail Indicia) compliant with advanced features. If you are
experiencing any difficulty with the equipment or with the NeoShip software we
would be happy to help.
Please feel free to
contact me directly at [email protected] if you have any questions or if you
need further assistance.
Sincerely,
Kimberly A**
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.