Quadient (formerly Neopost)
Reviews and Complaints

I have found the rental payment cost of $8,000 / year is too astronomical for our business. Also, we are highly likely going to be selling our business this year and I have removed the mailing machines from our mailroom and am awaiting a way to get all of the machines returned to Quadient.

Today I received a termination letter that suggests I will need to pay over $30,000 to get out of this lease! If I had any idea at all I couldn't just quit leasing when necessary I would have not allowed the machines to be in our office at all. Last year when we placed the new machines in the office I knew I wasn't going to need them for longer than 18 months at the most, I know I mentioned this to the team installing the machines, and they didn't say anything about there being a problem ceasing the rental as needed

What can I do to get Quadient to break this lease without paying even more for something that's cost me too much to begin with?

The business closed December 10, 2021. It was not an easy decision for management. I contacted Quadient for information on returning the machine. We did sign a 36 month lease in March 2021. At that time, we had hoped the employee shortage would end. We were wrong. Production ended.
Linda Morse from Quadient said we had to pay the full amount of the lease for the 36 months. We had never been late, not a complaining customer. A good customer to them. Doesn't matter.

We have been in our new building for almost three years. We have contacted Quadient several times to update our address to the new location in order to get our billing statement in a timely manner. This has been going on now for 2 years and no one has made the change. Every time this company sends out our billing statement, it goes to the old address. After going to the old address the bill is routed around and finally makes it to the new correct location. When we finally get the bill, it has been so long now we have a late charge. The company called to get us to renew our contract and sign documents. Why would we do that when they can't even update our location and billing address. UNACCEPTABLE!

Had Neopost for several years, now quadient. Trouble ever since Quadient started. Had an error in our side payment, has taken 9 months for them to find the right account and get applied. actually still ongoing. they have cut off the machine, reset, said sorry and then did it again. Do not do business with this company. Customer service is terrible. You call them every month and nothing get fixed. Now today I was told they will accelerate the error. Heard that before.

Our machine is new, and it has us locked out due to a postal rate change. The machine is connected to the internet. Why Isn't this an automatic update. Not to mention every time I turn on the machine I have to do a postal inspection just to use it. Our last Neopost machine was so easy to use, and this model is a HUGE waste of time. Now I've spent 2 days on hold with customer service trying to resolve our locked machine. I have lost hours worth of work time over a new machine that isn't working well. I could not be more disappointed.

They will not come get their own meter, if it was me and not my company I would tell them what to do withtheir meters. They do not have copies of our leases because they are too old, but say they can charge us and they know the terms because they were put into the system. And can renew the contract because it says that in the original contract, my question to her was "how can you do that without proving that we signed that", her response was "because it would be illegal if we made your account without a contract" and I'm like "it being illegal really stops people from doing things" they are the absolute worst company to deal with. We just wanted them to pickup their meter and they won't do that without us paying to get out of the contract then they will tell us how to send the meter back, like really? And they say that the amount we owe to get out of the contract can change for any reason if they choose, even a clerical error, like the amount isn't high enough, let's just change that.

My accounting firm entered into an agreement with Neopost to lease a postage machine for 36 months. The partners in the firm decided to dissolve the firm effective the 24th month of the contract. We requested a buyout calculation and were surprised that the cost would be substantially greater than hold the product for the duration and returning it. This is complaint number one.

We made that decision and had asked that we pay the remaining quarterly charges under the contract and we would return the postage meter early. We received an anonymous response from your Quotes Department that the machine could not be returned prior to the end of the term. This is complaint number two.

I have left messages with the Loyalty group and not received a call back. This is complaint number three.

I made an on-line payment on their website on the due date of the invoice. unfortunately, on-line payments have to be completed before 2pm PST (5pm EST) to be posted on that day as the date paid. because i am on the west coast, my payment date was changed by their software as the date after the due date, since i did the transaction after 2pm PST.

i called the next morning to ask if they could waive the late fee. the representative said they will not waive the late fee. she proceeded to explain that on-line payments have to be done a couple days before the due date to avoid a late fee. this is not noted anywhere on the invoice.

Date of incident: 6/2/18
Client number: [protected]

Description:
Tried to replenish funds. Instead of seeing numbers appear when I typed in the amount, there were strange graphics (possibly a wingdings font or something?). I could not see what I was typing. I tried to authorize $100, but you have taken $1100 from my account to put on the machine.

The second part of my complaint is that there is no way of reaching you to resolve this problem. Today is Saturday and you are closed until Monday. This is completely unacceptable.

I have no other choice but to dispute this charge directly with my bank.

I very much regret having switched to Neopost and will be looking for an alternative this coming week.

Postage meter stopped being able to refill postage with the software again. Every time I call I'm on hold for 30 minutes or more, finally decided to cancel service and they tell me I have an auto-renew contract that dates back to 2012 and I have to pay $220 to get out of it. I'm so disgusted with this company I wrote a check and consider it a bargain to not ever have to deal with such a poorly run company again. Used to be a Hasler customer until neopost bought them out, requested a copy of the contract they say I signed that allows for a never ending renewable contract to infinity and have heard nothing. This company does not deserve your business.

Cancelled Slogans as soon as I got a bill for $100. We do NOT have a need for the service, as, it's a waste of ink. I spoke with customer service when I got a 2nd bill, and told them the service was cancelled and that we should be credited for it. I was told that I had agreed to a contract for the service and they refused to credit the amount, but they confirmed that the service was cancelled. I explained that I am not even authorized to make a decision on our funds and that iy would not get paid. The rep argued about the so-called "contract" and said she would email me the phone call as proof. I gave her my email and never got her "proof". That was 2 months ago. Now our account has been disabled so we cannot add more postage, which is unacceptable for our office. 1. I wasn't told there was a contract, 2. I wasn't authorized to say yes to anything and 3. Why should someone pay for something they aren't getting? If this isn't credited and we don't get our account enabled, I will be filing a complaint with the BBB and Attorney General. NO ONE should ever pay for services they never used.

Hi there,

Having had your machine for some time, I am disgusted to find that you have been stealing money from my small business. About four or five times a day, whilst franking large letters using white franking lavles, the machine will say 'media removed' and doesn't print the postage lable. Not a problem, or so I thought. It turns out upon inspection that each time your machine displays this error, the funds have automatically been taken from my account! I frank a large quantity of letters and parcels daily, and today I had five with the error - costing me £4.25. It might seem like pittance to complain about, but that's £20 a week. Add that up to the two years or so I've had the machine, it's a lot of money for mail I haven't posted.

How do you wish to resolve this issue, as I'm close to closing my account and seeking an alternative provider.

Worst customer service ever!

I am having issues with my account and trying to get it resolved it took 4 days before I could get a hold of anyone.

I was told to contact a portfolio specialist (Joseph allman) when I realized I had issues with my account (That was 2 years old and I am just now finding out)

Joseph was no help at all, very rude and hung up on me!

Worst customer services ever, and one of the most unprofessional experiences.

I will be cancelling my service and will advise that no one use them!

Just to start before I tell you what happened. Now, they claim the account is closed and is with collections. They can of course write the collections agency but they won't. Red Flag again. You will understand this after my report.

I returned the machine under the agreement made with a representative. They have a signed invoice but not a signed agreement pertaining to anything. They refer to something on the web that I did not sign.

The lesson here about NeoPost is don’t trust them. I should not have to fight this hard over their mistake. NeoPost should be apologizing but they are not. The company should be saying I am sorry you have been treated this way. A company that blames their customers for their mistakes says much about the business. When you buy a product in a store you can always return it, unless there is a sign “Final sales are non-returnable”.
NeoPost representative promised I could return the machine. Now, they say “No”. I don’t owe them anything. They are not living up to their word.
For example, you are buying a car. The representative said “trust us, the warranty is online”. How long would it be before the warranty is printed out and signed by the customer? This would be normal business practice. Would you trust a company that had their warranty online and you do not sign? I hope not. NeoPost proves why don’t trust a company that does this. They changed what they promised. That was my mistake.
Lessons learned:
When you buy a product, do you get the warranty info there? Yes.
If the warranty is online then why can’t they print it out and let you sign it?
Would you trust a company that holds a document that you don't even sign? No. RED FLAG #1 and their bad business practice.
Would you trust a company that says trust us we won't change the document? NO. RED FLAG #2. This is what scammers say. Bait and switch.
Why does management think it is ok for this agreement not to be signed by the customer? Makes you wonder. RED FLAG #3
Would you trust a company that is unwilling to fix their problems and processes but instead blames the customers? NO. RED FLAG #4.
They won't address a bad business practice with a simple fix. That would concern me if I was a new customer. The perception to me would be what else won't they fix? What other excuses will they make instead of blaming themselves or management? Will they blame me for their mistakes? Can I trust what their representatives say? Will the company blame me for their problems or errors ?
These are all real concerns I would have.
What amazes me most is NeoPost is ok with this business practice. That should concern people. Instead of saying I am sorry to the customers, we made a mistake.
They blame me. They will blame you then.
It makes me curious why they will not do this and continue to fight over their mistake.
My mistake trusting the company would do what they said.
In my opinion, I owe them nothing and I want them to accept responsibility for managements mistake/ representative mistake .

Terrible service and billing. The agent I originally spoke with James Finnell was very nice upfront. Once everything was signed however, he disappeared. Tried emailing, and calling. Even spoke with his manager who apologized and said he would call. Still nothing. Besides that, they are absolutely awful with billing. They said once they receive the check it still takes 7-10 business days to process...after that exuberant amount of time "processing" they will access a late fee. Lady said they "received" the check on the day after it cashed...not sure how that one is possible. Overall, wonderful start process...once you're in they couldn't care less about you.

A payment was submitted march 9th 2017.
As of now 12:18 pm march 15 it still has not been credited to our meter account 8011602. We depend on our mail being sent on time. It is supposed to take 24 at the most 48 hours to be credited, it now is 144 hours.
The person I spoke with yesterday assured me I would hear from her first thing this morning. As of now she also seems to be avoiding the problem.
Her name was tara phone number [protected]. I called her and no answer just voicemail which I left.
Everyone I spoke with was to resolve this as they said it was a neopost error. No one has. This has caused our mail not to drop as was scheduled.
Dee was the person that received the payment. Her confirmation number she gave was 1-[protected].

We started using Neopost at the end of 2007. We have paid all of our bills annually. I normally pay $176.10 per year. I received an invoice dates 10/1/14 for $981.43. I called Neopost and asked why the additional charges. They stated that the had failed to charge me for equipment rental and I was only paying for rate change protection. This new invoice was back dated to 3/17/13 to 3/16/15. I had previously paid for RCP that was also charged. I asked what needed to be done to just return the equipment because I don't need a postage meter for almost $1000. I was told that I was under contract until March 2016. I stated that can't be possible since we haven't signed anything since 2007. I asked for a copy of said contract. I was told by William (Neopost) that I would have to talk to Customer Retention. I talked to Alishia with Customer Rentetion and she said she couldn't help me with the contract I needed to talk to Customer Service. I asked what can I do to just return the meter. She stated there would be a fee of $646.00 for early termination, I again said I haven''t signed any contract. I told her to do whatever needs to be done to get me a copy. I was transferred again to customer service. I asked for a copy of the current signed contract ans she said she would fax it to me. I gave my fax information and asked how long it would take to receive the fax. I was told 7 business days. Really this is ridiculous. I am getting the run around. They can't just back bill me for something I HAVE NEVER PAID TO BEGIN WITH. I can't get anyone to let me return the equipment. Just getting the run around instead of any help.
So far today is the 27th of October and I have never received a copy of any contract. I called back on 10/23/14 to state I still want to return the equipment but need to discuss the fees. I was given an email address to submit in writing that I want to cancel. Now the fee has gone from $646.00 to almost $2000.00 and of course you can't reply to the email. When I call all I get is another person I need to talk to and the price just keeps increasing. I have submitted a complaint to the Better Business Bureau and Neopost won't even reply to it.

Signed up for a trial with this company. Representative was extremely attentive until the day the machine arrived. At that point, I never heard from him again.

Eventually decided the machine wasn't right for us; so contacted via phone to return. On hold for 30 minutes when someone picked up and immediately hung up phone. Called back and after another 30 minutes was routed from person to person in a complete circle. Eventually, I got someone on the phone who sent me a return label for the postage meter.

Now I'm getting billed for withdrawn postage that was never used. Tried calling customer service, but after 15 minutes of on hold music and "go to our website" messages; I sent a message via their website.