FP Mailing Solutions

Horrific product and worse customer service

FP is unaware of any outstanding issue on this account as the balance on the account was waived on September 28, – prior to the filing of the complaintThere is nothing due from the business

The current meter that the business was using had gone through the decertification process by the ***FP is the manufacturer of the equipment and the local representative that had visited the business is a separate entity from FPWhile FP had notified the representative and the business of the decertification, FP had not received notification of the intent to cancel the accountThis particular account is slated to have new equipment sent, at no additional cost, to fulfill the remainder of the term as the current agreement is still active as it has [redacted] regulations that need to be adhered to until the return of the postage meterShould the business not want the exchanged equipment, that shipment will attempt to be stopped, and upon return of the current equipment the account will be closedThere is a current open balance on the account of $which incorporates two quarterly invoicesUpon payment of one of the invoices, which includes billing for 2015, and the return of the equipment the account will be closedAs the business added postage to the meter at the end of December, upon the return of the equipment any remaining postage will be able to be pulled from the meter and put into their account with the ***Any remaining postage will be refunded by the [redacted] in accordance with their policy as found in the USPostal Service DMM® and

Stamp machine went down, they are closed for one week and will delay a new machine being shipped out for replacementIi have no other choice then to wait for one week it is the busy time of the year and they have me over a barrel, because I have months of a contract to be completedThis is unacceptable for a company not to provide service, like they advertisethat they provide customer service days a weeki would not recommend this company to anyone

Initial Business Response / [redacted] (1000, 5, 2014/08/14) */ The business has filed this complaint against FP Mailing Solutions, as we are the manufacturer of the equipment, however their complaint is with a local sales representative for a business they referred to as WI Copy, not an employee of FPThat being said, no postage meter includes postage in the monthly rental rate as no manufacturer controls the postage - it is the responsibility of the business renting the postage meter to make funds available to the USPS so that they may be downloaded onto the postage meter FP received the contract on May 14, and it was processed and shipped on Thursday May 15, - being received on Monday May 19, 2014: FedEx tracking number: XXXXXXXXXXXXBilling on the account began on May 28, and it was for the following quarter FP would not know the conversation had between the business and a nemployee; Therefore FP is requesting that this complaint be deemed out of prevue as it was inappropriately filed against the wrong business Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The main complaint has NOTHING to do with postageThat was a detail provided in parenthesis to specify the contract THE COMPLAINT FOR FP SOLUTIONS IS: That they are going to continue dragging us under with their three year contract despite our complaints within days, within days and AGAIN with days directly with THEIR customer service that we would like to nullify the contract completely due to dissatisfaction with the FP solution service as a wholeTo hold us to a contract that was sold to us by a third party is entirely FP solutions responsibility, as the third party cannot help us with nullifying the contractYou chose the third party as a qualified sales representative - it is FP's responsibility to train them appropriately and ensure that customers are even able to receive the correct quotesClearly, FP did not take care of that responsibility in the case of WI Copy and now they are just going to shrug it off as, "oh well"That is a sign of very poor customer centricity within FP's company overall Final Business Response / [redacted] (4000, 9, 2014/08/26) */ Correct, FP Mailing Solutions is the holder of the contract as the equipment is owned by FP, however the service in which the business has an issue is not FP as the business did not speak with FP - it is with the local representativeThere is no fault with the function of the equipment or the product, but rather with the local service - the representative in which the business decided to enter into the agreement throughIf this were to be likened to another industry, say automotive, an end user would not be able to stop payment on a car note with a lender nor take issue with the car manufacturer for what was said by a sales representative of an individual dealershipWI Copy is a wholly owned independent business from FP Mailing Solutions and as such FP has no control of the operation of their businessThey are authorized as a distributor to rent, lease, and service accounts No complains had been expressed to FP regarding the equipment until August 7, when they requested to cancel the accountIf the business would put in writing that they would no longer want to be serviced by the local representative for their meter as this is where the issue stands, then FP will take on the service of their account directlyMoreover, once the account is transferred, FP will credit the business three months rental payments for the time in which they have received the equipment while not knowing what the actual dissatisfaction with the service is, less the issues in the initial complaint that were addressedSo with that, FP also requests that the business explain what the service issues are so that these too can be addressed

Initial Business Response / [redacted] (1000, 5, 2014/05/10) */ The PostBase meter is compatible with Windows software, as that is not an error listed on the specificationsThe postage meter did function less the software as it seemed to be a driver error with a computer on the end of the business that would not take the downloadHaving the software being unable to download while still having a function meter less CBP rates is not what FP wants anyone using the service to experience, but with the error being out of FP's control and unable to troubleshoot to a successful result does not lead to unacceptable business practicesDespite the meter still being able to function less the software, FP has cancelled the contract at the request of the businessThe remaining postage is refunded by the USPS directly, and the request has been submittedThe reimbursement for the remaining postage, $244.17, can take to weeks for the USPS to process and that is likely the reason that it has not yet been received Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, the contract has now been canceled and the postage refund is being processed, but FP Mailing Solutions still is billing us for the full amount of the contract minus what has already been paidWe asked for it to be voided, as in no money owed for the terms of the contract considering they were unable to troubleshoot the software problems successfullyThe PostbaseMeter did not work with CBP Rates because the software & drivers that are required for CBP would not work on any of the computers we triedWe downloaded all software and all drivers FP Mailing Solutions' IT department told us to use and that they emailed to us, not just on one computer, but on several different computersThis was not a one computer issueWe did everything their IT department asked of us as we stated in our complaintTheir IT department could not give us the results promisedThe software was the most important part of the postage machine for our company, as we needed the ability to print commercial based pricing (CBP) rates on the postage meter We would have never selected FP Mailing Solutions as a postage provider without receiving the CBP rates, as that was the most important requirement for our companyWe will not pay for a three-year plus contract for postage meter software that their own IT personal could not get working on more than one computerThis is the issue that we are questioning their business practices on [redacted] stated in our last communication that we would be billed the remainder of the contract regardless of the reasons, since we canceled our contract before it was doneThis is unacceptable Final Business Response / [redacted] (4000, 9, 2014/05/13) */ There seems to have been a misunderstanding in the previous response regarding the cancellation of the account - the account has been closed and the contract cancelled with no further funds due as originally requested Final Consumer Response / [redacted] (2000, 11, 2014/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: I was told after I complained about the excessive price of $3,for a replacement meter that I could send it back for repair and pay the repair amountI was NEVER told to pay the $3,or my meter would be turned offAlso in all my interactions the the staff of FP they extremely rudeI was treated as if I was a deadbeatWe have multiple meters with this company and I will not be renewing any of them at end of termBut not because of the cost to repair the unit but because of the way we were treatedI still think they are in breach of the contract by shutting off our meter after only days of active collectionsAs I said before I was just waiting for the repair invoice because that is what I was told after complaining about the $3,invoice Sincerely, Rodney Frederick

The current meter that the business was using had gone through the decertification process by the ***FP is the manufacturer of the equipment and the local representative that had visited the business is a separate entity from FPWhile FP had notified the representative and the business of the decertification, FP had not received notification of the intent to cancel the accountThis particular account is slated to have new equipment sent, at no additional cost, to fulfill the remainder of the term as the current agreement is still active as it has [redacted] regulations that need to be adhered to until the return of the postage meter Should the business not want the exchanged equipment, that shipment will attempt to be stopped, and upon return of the current equipment the account will be closedThere is a current open balance on the account of $which incorporates two quarterly invoicesUpon payment of one of the invoices, which includes billing for 2015, and the return of the equipment the account will be closed As the business added postage to the meter at the end of December, upon the return of the equipment any remaining postage will be able to be pulled from the meter and put into their account with the ***Any remaining postage will be refunded by the [redacted] in accordance with their policy as found in the USPostal Service DMM® and

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 meFP-Mailing apologized and has agreed to remove the charges My account balance with FP has been changed to $ Sincerely, Mark [redacted]

We are resolving the matter directly with the business

We will resolve the matter directly with the business

Initial Business Response / [redacted] (1000, 5, 2014/02/07) */ Attached is a copy of the contract signed by the businessOn both the first page of the contract under the term length as well as on the second page in section Term and Termination it is stated that the contract is set for an initial term, which in this instance was twenty-four (24) months and would automatically renew without any action from either party for an additional one (1) year period unless a day written notice had been provided by the business prior to the end of the current termYes, the business did call to request the cancellation of their account on November 4, but that had already exceeded the time in which it would have been necessary to notify of their intent to cancel as FP would have needed to receive their written notification prior to July 23, The business did receive multiple invoices: the first was a regular quarterly invoice in the amount of $that was sent out as the business returned the equipment unauthorizedThe other is for the remainder of the term in the amount of $Both invoices are valid and the total amount of $is dueThe business was speaking with the credit manager,***, but disconnected with him and could not come to a resolution therefore the full contracted amount stands

The issue has been resolved directly with the business

Initial Business Response / [redacted] (1000, 5, 2015/07/20) */ The issue was resolved directly with the business

Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ We have attempted to reach the business a number of times both via phone and email to address their concerns, but they have been unresponsiveFP had received the equipment back earlier this week from the business, but a return of the equipment does not negate the business's obligation to their contract While we apologize for whatever issue the business had experienced with the meter and power cord, and any issue for a credit could have been addressed, but the main issue would be to ensure the business had an operable meterUpon investigating their account, no funds had ever been made available by the business to their USPS account for postage in order to make the meter workThis a violation of the USPS terms in the Terms and Conditions of the agreement, Section 4.bWithout postage in their account to be downloaded onto the meter, the meter would be inoperable Moreover, no payment has been made by the business in the amount of $- an initial flat rate shipping fee had be paid, in the amount of $Currently the business would have received an invoice billing for the term of the contract in the amount of $and at this time no additional return processing fee has been assessedIn order to bring this to a resolution, FP will not assess the return processing fee and offer a reduced amount due to $Upon payment of the settlement amount, the account will be considered closedAs an alternative, FP would be happy to send the business out another meter and credit the business the time that they were without the equipment, as long as the business can fund their account as required by the USPS in order to ensure the equipment will be operable once received

We apologize as no mention of a lack of meter function was made when we had talked with the businessThe overall operation of the meter was discussed as well as an opportunity to change out the equipment to a different model to fulfill the term of the agreementThe option was declined and the business returned the equipment, which resulted in the invoicing for the full contract termThe business has been contacted by FP and offered a resolution to close the account Regarding the return of postage, FP is a pass-through for postagePostage funds are held by the ***, and the [redacted] requires a signed letter from the business requesting the exact amount of postage to be returnedFP submits the requests to the ***; the processing of the request and return of the postage may take to weeksThis process is already underway and the business will receive the remaining postage balance of $from the ***

The quarterly invoice was issued on 9/30/and the invoice for the damaged meter was issued 10/05/ Both of these invoices had been available to the business to view online at any time, and they had been mailed out to the business’ address On 10/a payment was made for the quarterly invoiceOn 11/24/a partial credit had been issued to the account to lower the cost of the damaged meterOn 12/18/15, the account had been locked due to the past due invoice issued on 10/05/– more than days beyond the issue date of the invoice, and days beyond the due dateThe lock on the account was done per the terms and conditions cited – moreover no late fee had been assessed, and an additional credit issued On 12/payment was made on the account for the past due invoice, and the account was unlocked

We cancelled our contractual service with FP & returned the equipment as per our contact FP shipped the equipment back to us with no correspondence or reason & proceeded to invoice us for another annual contract and quarterly services We emailed, left phone messages, provided delivery receipts to them on numerous occasions with no response Thomas, in their finance department called our accounting department personnel and left a threatening, disrespectful message to our employee without warrant or fact was totally unprofessional and displayed unacceptable business practices We provided their CEO & Dirof Human Resources a copy of the voicemail transcript (although the voicemail message was much more abhorrent!) & factual documentation of our case They should be embarrassed and ashamed, especially since they are the ones dropping the ball on our account I do not recommend doing business with this company We live in a service oriented world and to be treated subpar by a business is unacceptable!

Printed a label from my PostBasethat was cut off I called FP Mailing Solutions customer service and asked for credit from but was unlucky and spoke with lifeless Sarah Sarah just kept on saying that she couldn't do anything about it with a very monotone voice I understand it's my mistake that the lablel was cut off but why not offer some sort of log where they can check how much to refund? You can tell she didn't care about the customers I couldn't find any sincerity in her voiceHow can they not offer refunds or some sort of log where my postage can be stored if ever I need to reprint them? Very unprofessional company and did nothing to remedy my issue They basically communicated to me that is was my fault and Im on my own and they can't do anything and I just lost $of our company money because their machines ONLY printThey're a great company until you need something They keep their processes simpleSign ya up, collect their monthly payment and then leave ya alone

Revdex.com: I received a call from [redacted] at FP Solutions in reference to my complaint ID [redacted] He agreed to release our business from the contract, which contained, in my opinion, a deceptive auto-renew policyHe is waiting for me to return the postage meter on February 15, Assuming Mr [redacted] follows through on his offer to release us from the contract, I will accept that this resolution is satisfactory Sincerely, [redacted]