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

  
• 

  Neopost USA

  1360 Reynolds Ave Ste 113 Irvine, CA 92614-5543

• 

  Neopost Houston

  5600 NW Central Dr Ste 110 Houston, TX 77092-2034

• 

  Neopost Houston

  5600 NW Central Dr Ste 110 Houston, TX 77092-2034

• 

  Neopost USA

  10300 Alliance Rd Ste 107 Blue Ash, OH 45242-4761

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:04/22/2025

  Type:Order Issues
  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 were leasing an ****** ****** Mailing unit from Quadient with contract ending in March 2025. I was notified that the the IS-280 unit was being decommissioned and as of December 31st 2025 it will no longer be serviced by Quadient and accepted by ****. I followed Quadient's procedures, by emailing, obtaining a case number & filling out the appropriate information so that I can cancel and obtain the return instructions for the unit that I can no longer use. I indicated when I wanted to cancel my contract and the reason why. I had called numerous times and had chat conversations on their platform over the last 6 months. I was asking why it is taking so long to process my request, why I have not received the return labels, etc. I get 100 different reasons and transfers to other departments. They will put in expedite requests, at one point they even opened a case number for the original case number, so that maybe someone would respond or take some action. Every representative that I spoke to did not understand why my case was not being processed even after they spoke to supervisors. Last emailed that I received was on 2/20 stating that I should receive an email after 3/15 from the Asset Management team with return instructions. It is 4/21/2025 and I have not received ANYTHING. They keep saying that they are going to do things, but it never happens! So I called again, the nice lady put me on hold, she saw that my request has been open since November and again she was puzzled. She spoke to her supervisor and stated that they will not send the return instructions until I pay the invoice for $127 for rental from December 2024 thru March 2025. For a unit that they told me that was no good and that I could not use??? AND THEN they are invoicing me for March-June 2025. My contract ended in March and I have not used the unit since December since it does not work because it was decommissioned! How is this even possible?

  

  Business Response

  Date: 04/26/2025

  Hello ***,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  Your lease is paid through December 15, 2024. Since the contract was not paid to maturity and was not paid through the decertification date, the cancellation is still pending. Please accept my apology if this was not clearly communicated and for any confusion this may have caused.
  
  We will submit a request to terminate your contract now, with nothing further due, as a result of the 2025 decertification of your IS280 equipment by the ****** ****** ****** *******. We will follow-up with you as soon as possible to provide the status of this request and to ensure you have received your return instructions.
  
  We appreciate your patience. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
  

  
  Sincerely,

  
  Kimberly A**

  Customer Answer

  Date: 04/29/2025

  
  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:04/21/2025

  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.

  We signed a lease for a postage machine back in 2023. Last week, we received an order confirmation for ink for ink we did not order. Order confirmation ********. I immediately emailed that we did not order nor did we consent to the ink being sent. We hardly use the machine anymore. They said I could return once I received it. They are now telling me they will only credit $258.00 and I have to pay the return shipping. You cannot just mail me ink and they want me to pay for something we did not order. I am requesting a full refund of $305.64 plus a prepaid label to return the ink. If not, we would like to close out account with Quadient due to these unauthorized charges. I reached out to Barbara Petrillo, who we dealt with when we switched to Quadient. She was less than professional and just said that's not her job to handle and transferred me back to supplies.

  

  Business Response

  Date: 04/21/2025

  Hello ******,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  I apologize for any inconvenience or confusion that may have occurred. You received the ink cartridge because you are enrolled in the ******* program. This program automatically ships a new ink cartridge to you when the remaining ink capacity in your current ink cartridge drops to 20%. You are still using the original ink cartridge that came with your machine in 2023. The ink capacity dropped to 20% on April 14, 2025. This triggered your new ink order.
  
  The ******* enrollment option was checked on your IX-3 contract. I have attached a copy of your contract for reference. If this was an error, or if this is something you are no longer interested in, we can remove you from the EasyInk program.
  
  We attempted to call you this afternoon, but we were unable to reach you. One of our Customer Service Leads, Christine, emailed you to provide further assistance with the return. We will provide a courtesy return label for the ink cartridge, and we will credit the invoice in full once the ink has been returned.
  
  We appreciate your patience. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at [email protected].
  

  
  Sincerely,
  

  
  Kimberly A**

• Initial Complaint

  Date:04/15/2025

  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.

  We've been a Neopost/Quaident customer for 25+ years. We've always had 1-year term contracts. Throughout the latter months of 2024, we received numerous emails from Quadient warning us that the ***** meter we were leasing would not work after 12/31/24 (our contract for this meter was from 2/9/24-2/9/25). Based on Quadient's warnings, we stopped using this meter in late December 2024. Concurrently, we received numerous emails from Quadient sales urging us to sign an agreement for a new **** meter. Although the price was increasing 18% versus price for the "old" meter, we didn't quibble. We received a $286.65 invoice (#********) dated 1/10/25 for the 2025-2026 term. We thought invoice was for the new meter & promptly paid it. We moved to a new location in January 2025. On March 7, 2025, we received two additional invoices` (#******** & ********) for the January 2025-2026 term. Since we had already paid for the 2025-2026 term, I called Quadient customer service and asked why they sent invoice for the "old" meter for the Feb 25-26 term when we had already signed an agreement for a new meter. They couldn't give an answer & never got back to me. I asked for three items: 1) transfer our $286.65 payment from old meter 25-26 invoice to new meter 25-26 invoice, 2) reverse the $14.63 late fee, since payment was not late, 3) credit us for old meter account (app. $26.63 & tax) for the period 1/1/25-2/9/25 during which the old meter could no longer be used (we paid for 2/9/24-2/9/25 term), and finally 4) amend term of our "new" agreement from 3 years to 1 year. We've had 1 year agreements with Neopost for 25+ years. Quadient sales rep changed term to three years without telling us & we missed it. By our arithmetic, with the above corrections ($292.61 new meter charge Jan 13, 25-26 + $19.99 Shipping - $286.65 payment - $28.36 credit old meter 1/1/25-2/9/25), Neopost will owe us $2.41, which we're happy to waive. We're a long term, loyal Quadient customer.

  

  Business Response

  Date: 04/17/2025

  Hello,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  I apologize for any confusion that may have occurred regarding the contract term for your new ***. The contract for your *** rental agreement has already commenced. We are unable to alter the contract term that was agreed to when the contract was signed. The length of the contract term was printed at the top of the page in the upper right section under "Payment Information and Schedule." I have attached a copy of the contract for your convenience.
  
  The following actions will be taken to resolve the issue you are experiencing with the overlapping invoices. We value your business, and your experience is important to us. We will call you to help ensure we have addressed all of your concerns.
  
  Paid ***** Invoice # ******** [Coverage Period: 02/09/2025-02/08/2026] — This invoice will be credited ($286.65), and the credit will be transferred to the open *** Invoice # ******** ($292.61) [Coverage Period 01/13/2025-01/12/2026].
  
  The $14.63 late fee on the open *** invoice # ******** was credited on 03/21/2025.
  
  Paid ***** Invoice # ******** [Coverage Period: 02/09/2024-02/08/2025] — We will apply a prorated credit in the amount of $25.95 to this invoice. This will cover the $19.99 open balance on the shipping and handling invoice # ******** and the remaining $5.96 unpaid balance that will be left on the open *** Invoice # ********.
  
  We appreciate your patience. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
  

  
  Sincerely,
  

  
  Kimberly A**

  Customer Answer

  Date: 04/24/2025

  Although we asked numerous times, Quadient refused to explain why they sent invoices for two meters (we have only one), refused to reverse charge for the old, returned meter & refused to transfer payment to agreement for new meter until we filed a complaint with the BBB.  They also refused to change agreement term from three years to one year after their sales rep changed it without our knowledge.  The reason for the aforementioned is obvious...it's their standard business practice.

• Initial Complaint

  Date:03/31/2025

  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 renewed my lease on accident, and they are wanting to bill me for $657.43 to terminate the contract. The equipment doesn't even work with our home office system, and we have had nothing but issues sending the equipment back and forth. I have dyslexia and probably read the agreement wrong or assumed it was month to month and not three years.

  

  Business Response

  Date: 03/31/2025

  Hello *******,
  
  I have reviewed your account and the details of your complaint.
  
  You received an early termination quote because your rental contract does not reach maturity until September 23, 2027. The terms and conditions of your contract outline the agreement is non-cancelable and includes a promise to pay through the term mutually agreed upon. I have attached a copy of your contract and the terms and conditions for your convenience.
  
  Your account is also past due. The last payment we received on your account was a partial payment on December 5, 2024. Your past due balance includes unpaid postage and equipment rental invoices that you financed on your postage funding account number *******************.
  
  Please email our Accounts Receivable team at [email protected] for further assistance with your early termination quote and with your account status.
  

  
  Sincerely,
  

  
  Kimberly A**

• Initial Complaint

  Date:03/19/2025

  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 was dissolved, no longer exists and has no further income. We have had a postage meter lease through Quadient Leasing for many years and unfortunately must terminate the lease. We do not have the resources to pay such an excessively high termination amount. We were looking for some relief. Quadient Leasing would not even discuss a possible adjustment.

  

  Business Response

  Date: 03/25/2025

  Hello ***,
  

  I have reviewed your account and the details of your complaint.
  
  You received an early termination quote because your lease agreement does not reach maturity until May 16, 2027. The terms and conditions of your contract outline the agreement is non-cancelable and includes a promise to pay through the term mutually agreed upon.
  
  Please email our Accounts Receivable team at us.******************************** for further assistance with your early termination quote if you would like to proceed with the early termination of your lease contract.
  
  
  Sincerely,
  
  
  Kimberly A**

• Initial Complaint

  Date:03/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I see that many others have had this problem with Quadient's shady business practices. We had a contract with them for a specific machine through July 2026. In December 2023 they sent us a notice that the machine was being decertified, telling us we needed to sign a new 5-year contract for the new machine. Previous interactions with their personnel caused our company to want to change vendors in 2022. Since the machine was being decertified, we challenged them holding us to the original contract term and even more so challenged them trying to force us into a new contract. We ended up signing an addendum to the original contract terms on December 24, 2024, for the new machine, which we were supposed to receive within 4-6 weeks. To date, we still do not have our new postage meter and have gotten nothing but run-around by Quadient personnel. Additionally, they are still collecting lease payments on a postage meter we cannot use. They knew the machines were being decertified well in advance but obviously made no effort to ensure their existing customers received timely service. Their focus was on tricking customers into further extending their contracts. At this point we wish to be released from doing business with this company that employs shady business practices.

  

  Business Response

  Date: 03/14/2025

  Hello ******,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  We will submit a request to terminate your lease agreement early, with nothing further due, as a result of the 2025 decertification of your ***** equipment by the ****** ****** ****** *******. Since your new equipment has not shipped, we will also request to terminate the addendum to your lease agreement that was signed in December. We will follow-up with you next week to confirm if the request has been approved.
  
  We appreciate your patience. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
  

  
  Sincerely,
  

  
  Kimberly A**

  Customer Answer

  Date: 03/25/2025

  I did receive a response from Quadient. Their response was satisfactory, and I am awaiting finalization from them.

• Initial Complaint

  Date:03/12/2025

  Type:Order Issues
  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 1/22/24 we requested a termination quote for the monthly lease of our postage meter. We were given a quote that is higher than it should be based on the term left on the account. We emailed for a revised cancellation quote on 7/12/24 and I had called in and got Case# ********. They advised to call customer service and I did that on 1/22/25 and spoke with Lula who said I would get a call back and my case# 05415618 was opened and I followed up with an email to [email protected]. I am not receiving call backs or if I am they are not leaving messages to call back and then I call in and get a new ticket and email and they ask me to call in again. We want a fair and valid cancellation quote and we want to cancel service. It should not be that difficult for someone to email us back to work through this. We would also like to warn others about what a difficult company they are to work with and their uncommon practices of putting 63 months on the lease.

  

  Business Response

  Date: 03/13/2025

  Hello *********,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  A new 63 month lease contract for ******* ***** ****** was signed in August 2020 under the "Why Wait Program." The "Why Wait Program" entitled ******* ***** ****** to upgrade the equipment prior to the end of the term of your former lease ********* and begin using the upgraded equipment early prior to the commencement date for your current lease *********.
  
  Your former lease ********* was in place from February 13, 2016 - May 12, 2021. Your current lease ********* then commenced and began billing on May 13, 2021. Your current lease does not reach maturity until August 12, 2026.
  
  We offer multiple lease terms ranging from 12 months up to 63 months to help meet the needs of your business. The product model and the length of the lease term was decided by ****** ****** ********, your Accounting Manager, on behalf of ******* ***** ******.
  
  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.
  
  We will call you to help provide an updated termination quote and help address your concerns. If you have any questions, please reach out to me directly at ******************.
  

   

  Sincerely,
  

   

  Kimberly A**

  Customer Answer

  Date: 03/21/2025

  This complaint is not resolved.

• Initial Complaint

  Date:03/05/2025

  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.

  We have tried to end our contract with them and have spoken on the phone multiple times for weeks. They will not send us the termination paperwork even after confirming on the phone that they will.

  

  Business Response

  Date: 03/10/2025

  Hello *****,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.

  Thank you for speaking with us today and for allowing us the opportunity to assist you. Your cancellation is in progress. We appreciate your patience. We will continue to work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
  

  
  Sincerely,
  

  
  Kimberly A**

• Initial Complaint

  Date:03/03/2025

  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.

  We are a ******* ******** that renewed a 63 month lease with Quadient on 10/03/2023 for a postage meter. The ******* ******** has closed and we no longer need their services. We are attempting to cancel the lease that had 48 months left at $110.13 per month ($5,065.98). The termination amount being requested is $6,802.55. Apparently, without disclosure, there is an added termination cost even if you pay ahead for all of the agreed upon lease term. I have looked for writing in our lease agreement that states this to be the terms and cannot find it anywhere. The lease is a never ending lease as at the end of the term it auto renews and if you terminate at that time you will still incur a termination fee. When I called to find out how they determine this cost and what it would be at the end of this lease 4 years from now, they said they can't let me know what that is. I find this type of lease deceitful and it holds customers hostage forever. Basically, once you sign on to Quadient's services, you will never be able to get out of contract without paying thousands extra to terminate. On top of this, the machine is no longer comp**ant, and if you get a new machine, they force a lease renewal all over again. My request is to be able to pay out the remainder of our lease term without the extra $1,150 termination fee.

  

  Business Response

  Date: 03/06/2025

  Hello ******,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  Thank you for speaking with us today regarding your termination quote and final payoff amount. We will continue to assist you with the payment and the next steps to close your account. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
  

  
  Sincerely,

  
  Kimberly A**

  

  Business Response

  Date: 03/06/2025

  Hello ******,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  Thank you for speaking with us today regarding your termination quote and final payoff amount. We will continue to assist you with the payment and the next steps to close your account. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
  

  
  Sincerely,

  
  Kimberly A**

• Initial Complaint

  Date:02/24/2025

  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.

  As many others, we signed a contract for a postage machine. The company declared the current machine out of compliance. Instead of providing us compliant machine for the remainder of our lease, we were offered a replacement machine with the stipulation that our contract has be extended at a higher cost.. We have been without use of the machine months now and have made other arrangements. We requested that since the company is not honoring our current lease, we asked to terminate the lease, but will be a $1500 extra charge. collection, even though this problem is out of hands and Quadient is only providing one option. Customer Service representatives has been very difficult to deal with and response time is lengthy.. We wish to cancel the contract on the machine effective the date it became noncompliant.

  

  Business Response

  Date: 02/26/2025

  Hello ******,
  
  I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
  
  We will submit a request to terminate your contract early without penalty, with nothing further due, as a result of the 2025 decertification of your ***** equipment by the ****** ****** ****** *******. We will follow-up with you by next week to confirm if the request has been approved.
  
  We appreciate your patience. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
  

  
  Sincerely,
  

  
  Kimberly A**