Farm & Fleet

Thank you for contacting Neopost USA. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.
Per case [redacted] the customer did initiate a request for cancellation,...

but we have not yet received the request in writing. If the customer can provide us the written request, we will initiate the process to cancel services.
Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Complaint: [redacted]
I am rejecting this response because, I'm responding to Neopost's request for documentation of our cancelation request.  As you can see, my staff and I formally put into writing to our NeoPost sales representative (who works directly with Neopost) of our request to cancel.  I also called Neopost soon after in July of 2016, to make sure our cancellation request was received. I can pull phone records to verify this claim.  Also in the email - the sales rep, [redacted]cknowledges a poor level of customer service; the machine on site was broken for years as the buttons were known to be defective.  If the unit was known to defective by Neo Post, how come we were never contacted for repair or replacement.   Was there a product recall involved?  
Sincerely,
[redacted]

From:...

[redacted] Sent: Wednesday, 06 December 2017 20:48 To: [redacted] Subject: RE: Complaint #[redacted]   Good Morning,   As we discussed, I was out of the office for a few weeks due to medical reasons and was not able to respond in a timely fashion to the comments.  I do feel this complaint is very close to being resolved!    I was able to print the return label to send the machine back, but was unable to print the return instructions or any other pertinenent information needed to complete the return.    Once this has been completed, the only other concern I have is the “balance” on our account.  I would appreciate receiving an invoice that shows a zero balance due as soon as this is received so there ar no further isssues with A/R or collections.

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.
We also thank you for bringing the delayed invoicing of one of your...

locations to our attention. A case was created to resolve the issue, and the contract is now billing. Newly created invoice [redacted] was credited as a gesture of goodwill for the service dates of 5/7/2015 to 8/6/2015.
Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Hi,   I received an email and followed the link to the website to see that regarding my complaint “This matter is now closed in Revdex.com files, and will appear in the company's Revdex.com Business Review as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."     If we can I’d like to update that. I was satisfied with the resolution of the issue. I just wasn’t sure how to respond as it said it required a written rebuttal but didn’t provide any information on how to reply.   Let me know if you can help with this issue.   Thank you, [redacted]

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.
Please accept my sincerest apologies for the delays in processing. A...

request was submitted for cancellation, but in order to proceed, something in writing from the customer is required. Please have the request written on letterhead so it may be attached for the account file. Once that is submitted, we can have it further expedited and return instructions sent. Thank you so much for your cooperation.

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.
In response to your request, the cancellation has been processed and...

return instructions emailed to [redacted].
Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Thank you for contacting Neopost USA.  We strive to resolve all of our customer requests in a timely manner.In researching the history of the account, and listening to the recordings of contacts between the customer and Neopost USA, in the last several conversations between the customer and...

Customer Service, we found no request was submitted to be set up on automatic draft for their line of credit.  Based on the conversations, the customer alluded to internal mail distribution issues which prevented them from receiving statements.  As a means to empower the customer, they were provided instruction on how to access their statements online so payment could be remitted.  Those conversations in both September of 2015 and January of 2016 were the only conversations had about billing concerns into the Customer Service department.  On both occasions, all late fees and finance charges were waived as a courtesy.  If there is additional documentation supporting previous attempts, please provide those for account reconciliation.The customer then contacted Neopost USA in May of 2016 to cancel service citing automatic billing as the reason for cnacellation.  We were able to process the cancellation and send return instructions to the customer at [redacted] however all unpaid statements will still be owed.

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.
We were able to expedite the order for the [redacted] product. The...

customer was contacted and provided final installation instructions with no additional issues expressed at that time.
Please let us know if there is anything further required.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for contacting [redacted], Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.  In response to your request, we have processed the cancellation...

request and submitted return instructions to [redacted].  Please let us know if anything further is needed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. In an attempt to discuss the terms of cancellation and details involved in this account history, the customer has not responded to our attempted contacts.  To negotiate the terms...

of the cancellation, the customer may reach out to us directly at [redacted]

Complaint: [redacted]
I am rejecting this response because:
Our issues are with the entire organization, not just
the local dealership.  I have listed
dates and occurrences which I can substantiate and I am willing to put my name
and reputation behind them.  How does the
company explain that it has had the equipment in its possession for more than a
year and yet continued to bill us?  Who
at the executive level is ready to stake their reputation on the fact that this
company delivered the contracted goods and services?I am attaching a copy of both the signed contract with
[redacted]., and Neopost, which both companies
feel covers them regardless of their inadequate performance.  Please refer to item 9 (Breach of Contract)
under “Terms and Conditions of Sales”. 
In this part of the contract, they list almost every possible event that
they would not be responsible for, to include “acts of God”.  They did not list “incompetence” or “failure
to provide contracted services”.  If they
had, then they might have covered themselves for their breach.Let me refer to the attached “Satisfaction
Guarantee”.  Under the portion of
“Equipment Reliability”, the contract states “If for any reason a product does
not perform at published specification levels and we cannot repair it, we will
replace it with a comparable product”. 
If this had been executed to standard, how would one explain that we
spent six months without a printer before anyone from the company called us?   How can they explain that we went several
months before that time with equipment that was routinely unreliable in
function without an attempt at resolution? The issues of failure to provide equipment, breach of
contract, failure to address grievances, and incompetent leadership and
management have been issues from top to bottom in these last two years.  We were forced to make other arrangements to
execute our mission; therefore, Neopost’s response - “they no longer needed the
equipment” - is now correct.  We took
that action only after Neopost repeatedly failed to deliver adequate service
and equipment.  We had little
choice.  I have been in my current position as CEO for more than
10 years.  During this time, I have
become fairly successful at networking in both the higher education and
non-profit world.  If Neopost wishes to
push this further, I want them to know I intend inform every one of my
colleagues and friends about the issues we have had with Neopost, Summit, and
MailFinance.  These companies may receive
their $9,371.79 but their loss in potential sales will pale in comparison.  Unlike these three companies, I will deliver
on my word.
Sincerely,
Allen Bird

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.
We were able to locate the following invoices related to the returned...

equipment and have issued credit for all of them per the customer request:
[redacted] - $21.33
[redacted] - $21.33
[redacted] - $21.33
[redacted] - $21.33
[redacted] - $21.33
[redacted] - $21.33
[redacted] - $21.33
[redacted] - $21.33
[redacted] - $21.33
[redacted] - $21.33
[redacted] - $21.33
[redacted] - $21.33
Total: $255.96

Hello [redacted]per our conversation today I am working on your case to close your account out.  I will follow up with you with resolution.  Thank you, [redacted]

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.
As a courtesy, we have cancelled the account and sent the return...

labels to [redacted]. No further charges are due on account [redacted].
Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner. We are committed in providing you and all our customers with the highest standards of service in the industry.Currently there is no record of a cancellation attempt on file.  If...

the customer is requesting to cancel, please either contact [redacted] or provide written request with intent to cancel including account number, meter serial number and requested action on company letterhead and we will be more than happy to assist in facilitating this request.

Thank you for contacting Neopost USA. We strive to resolve all of our customer requests in a timely manner.
In response to your request for cancellation, the cancellation has been processed with return instructions emailed to [redacted].
Thank you for allowing us to serve you...

with your mailroom needs.

Thank you for your response.  Was a return receipt provided by the Neopost representative when the equipment was said to be picked up?  That receipt can serve as proof of the return in place of the equipment.