Neopost USA, Inc.

Review: Company disabled my postage machine because I had not bought ink from them in a year.

Machine would not work, message said ink had expired. I called and they told me that they had disbled the machine because I had not bought ink from them in a year. The cartridge is half full and it worked fine the day before. They will not allow the postage machine to work until I buy new ink I don't need at their inflated price with shipping charges so high they are required to colllect sales tax on shipping.Desired Settlement: I want them to enable my postage machine and allow me to buy ink when I need it and from whom I want to buy it.

Business

Response:

Business Response /* (1000, 5, 2013/06/24) */

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.

Our sincerest apologies for any miscommunication regarding the status of service on the postage meter. The service has not been disabled. Due to the type of ink the customer has, there is an expiration date to ensure consistent impressions with the indicia. Our records indicate no ink cartridge has been purchased from the authorized local dealer or Neopost USA since 2009. The customer is receiving an ink expiration notice that will not allow them to continue using the same ink cartridge until replaced. The customer has the option of contacting their local dealership to order a new ink cartridge, going online or contacting Neopost USA directly if they choose to purchase a new ink cartridge.

Review: We have been a customer for 15 years with this company. We originally rented a postage machine in August of 2004 with a three year rental agreement that expired on August of 2007. Since then we have never been notified of any renewal program and they are now telling us we have a signed contract with them and will not let us cancel the service with them without paying a $175 early termination fee. I have been lied to several times about us having a 1 year, two year, and three year contract which ever person I talk to but none of them have been able to show us a contact that we have never signed in the first place. All we want to do was cancel a service that we no longer need and they just don't want us to cancel and they are doing a very good job at ensuring we don't. I would not recommend this company to anyone!Desired Settlement: Let us return the postage machine and be on our way.

Business

Response:

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 the customer request the cancellation has been processed, and customer has been sent return instructions for the equipment to [redacted]. Once the equipment is recieved, unused time will be credited on the account. We sincerely apologize for any delays the customer experienced in processing timeframes.

Consumer

Response:

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

We have since return the product but we are waiting to if the unused money on the machine will be credited back to us. Thanks

Sincerely,

Review: We had ordered the Neopost postage meter and it was delivered on December 17, 2015. We wanted the postage meter mainly for tracking purposes. We were unaware at the time that the tracking was not included in the initial package. I spoke to a customer sales representative that told me that tracking capabilities was a separate service called [redacted] and that had to be added to our contract and then uploaded by technical support to the postage meter for use. I sent in a signed contract on Monday, January 11, 2016 and was told it would only take a few days to process and that it should be up and running by the end of the week. I was told that we would receive an email once the order was processed that would have detailed instructions for set up. I never received an email and emailed the sales representative on January 19, 2016 to ask about the status of the order. He emailed me the next day and told me to call customer service to ask why the account was not fully registered. I called customer service on January 21, 2016 and was told that [redacted] had to be added to our account before technical support could upload the program and the process would be expedited. I was given case number 1-715279409 and was told it would take up to 24 hours for the order to be fully processed. Again, on January 22, 2016, I called customer service again and was told the same exact thing. I was unable to reach the sales representative that had taken the initial order for [redacted] by phone and left a voicemail.

Business

Response:

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.

Review: Neopost was informed by phone (July 2012) and again by written notification (August 2012)to terminate my contract on equipment lease/rental.Neopost has not allowed me to return the equipment and continues to bill my company for the equipment which has been placed in storage until this matter is resolved.Neopost has been informed of the issue on many occations and now is sending letters threatening to take action to damange my credit rating. I have Neopost to provide proper billing for the time the equipment was in use while the required 90 day notice was being servied. Neopost has made no attempts to solve the issue.Desired Settlement: Neopost should provide billing for the period of:June 2012 to Septemeber 2012 which is the time period not paid for by my company. Neopost should provide shipping and return authorization for the equipment.

Business

Response:

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.

The customer's return instructions were originally emailed to [redacted] on January 9th and resent on March 3rd to the same email address. Those instructions will detail how to schedule the equipment pick up with FedEx in order to allow the customer to return all equipment.

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Business

Response:

Thank you for contacting Neopost USA, Inc. We strive to resolve our customers request and needs in a timely manner.

In response to your request, the labels were issued and sent directly to [redacted] at [redacted]. Please print out the labels per the attachment received and mail the equipment back to complete the cancellation process.

Consumer

Response:

Review: [redacted]

Gettng the equipment returned has been a two year process. I wish to make sure that the billing issue is resolved before I accept this issue has been resolved.

Support documents of the closure of the lease have already been provided, effective date should be no later than September 30, 2012.

The attached documents the return of the equipment as well as dates.

Sincerely,

Review: I was tricked, somehow, into agreeing to let my IJ25 lease automatically renew until August of 2015. I told a Neopost sales rep in June 2014 that I did not want to renew. But when I recently asked customer service if I could send back my meter, I was told I'd have to pay until August 2015 anyway. I was also told that terminating a lease requires a letter, but they refused to tell me where to send the letter. I did send an e-mail to a person whose name they gave me, and I stated this complaint in that e-mail AND said I wanted to terminate my lease at the earliest possible date. I never heard back.I feel that I'm being ripped off because Neopost is scrambling to eke out another bit of life in a dying market. But good companies don't need to trick their customers into staying customers!Desired Settlement: I want an RMA so I can send back my meter without penalty.

Business

Response:

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.

Per the customer's request, the cancellation has been processed without penalty and return labels have been sent to [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. What a pity that they couldn't have just offered me this without my having to hold my breath and turn blue (and complain here and elsewhere).

Sincerely,

Review: Like so many other complaints against Neopost, this involves our timely request to cancel our services. We have been a customer of NeoPost since 1998, in good standing, but no longer need their services. We initiated written email contact in January of 2014 indicating our desire to terminate service. Our contract renewal date is 5/15/2014 so we are WELL within our cancel window. We have all the emails to back up our timely cancel request.We attempted to get written confirmation of our confirmed cancellation multiple times in January/February/March without success and THEN received a letter on 4/15/2014 stating they had received our request BUT THAT WE OWE FOR ANOTHER YEAR (5/15/2014 through 5/15/2015. This is totally unacceptable.Desired Settlement: We will not be paying for services from 5/15/2014 through 5/15/2015 as we have made MULTIPLE attempts to cancel our services in writing. As I write this, my office manager is spending another hour (of countless total hours) on hold with the terrible automated phone system at Neopost. We are cr [redacted]Case Number- [redacted]Contract Number to Be Cancelled- [redacted]

Business

Response:

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.

Based on the documents provided, we are waiving any early termination costs, and the customer will not be obligated to pay for another year. The cancellation will be processed without any further charges owed.

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Review: I received an unannounced visit from our Neopost account representative, [redacted], on November 17, 2013. He requested to see our current postage message and proceeded to tell me that these machines are no longer being serviced. Should we have any issues with them, we will no longer be able to get part replacements. He then told me that because of this, they are upgraded these machines. Because we are a small business and need to monitor our expenses, I asked if with this upgrade would everything remain the same. I told [redacted] that I was willing to upgrade if there weren't any changes. He responded to me a couple of times that nothing would change. Around 12/09/13, I received my first bill which was now changed to a quarterly billing bases rather than our normal monthly billing & an increase to the price. But I was also informed that the lease expiration date had been extended for another 63 months (original machine lease was scheduled to terminate in February 2015). I have tried to resolve this with not only [redacted] and his management by requesting the return of my old postage machine. Nothing has been resolved and I continue to receive invoices for quarterly billing. I feel as though I was "tricked" into this new lease agreement.Desired Settlement: I would like a replacement of the new machine with an old one. And return to the original lease terms. If this can't be worked out, then the new machine needs to be returned, & the cancellation of its lease agreement.

Business

Response:

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 have spoken with the customer and agreed to cancel the new lease and reinstate old lease. Our sales manager will be reaching out to the customer directly with routine updates until the old equipment has been shipped back to the customer.

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Review: In August 2014, we received an invoice from Neopost that was approx. 3 times higher than our normal invoice. Contacted customer service and they indicated that our 3 year contract expired and this was our new amount. We told them that we wanted to cancel and return the postage machine. They told us that because we did not give them 90 days per terms of the contract, that our account went into auto renewal and if we were to terminate the auto renewal it would cost $770.36. We requested a copy of the contract. We received it days later with a link to access to review the T's &C's. After review of the contract it clearly states that Neopost will notify customer that the term is ending. We never received notification from Neopost, just an invoice with the outrageous increases. Called again and spoke to a manager , [redacted], who stated that she will review and get back to us on what she can do as long as I faxed over a cancellation letter (which we immediately did). No call back, just an email from "Contract Quotes" indicating that we needed to pay the invoice that we received before they will send the ERA. I emailed back indicating that we do not accept these terms and will not pay that amount for a postage machine. We have called several times and the wait times to speak to anyone has been over 30 minutes each call. Very bad business practices.Desired Settlement: Adjust our account to zero and send the ERA so we may return the machine.

Business

Response:

Date Sent: 11/26/2014 1:01:39 PMThank 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 the customer request, the balance has been credited, and return labels sent to the customer at [redacted]. Please let us know if anything else is required.

Review: We began receiving phone calls in September regarding the expiration of our contract on 11/15/15. We discussed options to reduce the cost and possible upgrade of our equipment. Email exchanges began on 10/19/15. We decided to cancel the contract and was then referred to the 'retention' department. Incentives were offered for a discount to 'stay'. Not until we declined the incentives were we informed that is was "too late to cancel". That our contract "auto-renewed" already and notification was required 90 days prior, which would have been 8/15/15. Now they act as if they are helping us by offering us a lower rate for the 12 months that we don't want the service. Why were we not informed of this 'auto-renewal' until we rejected the incentive to stay?Desired Settlement: Cancel the contract as requested without fees or other charges and refund the remaining postage on the machine.

Business

Response:

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.

The customer can initiate cancellation by sending their intent to cancel on company letterhead. Once received, the request may be submitted.

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I need for Neopost to please let me know where to send the letter on letterhead and also what we need to do with the meter.

Sincerely,

[redacted]

Review: An ex-employee originally set up and authorized this account in Feb 2014 to start under my business name. I never authorized this or knew of it until I returned from vacation. Apparently Neopost promised her there would be a free period to use the machine and if we didn't like it we could return it. I never received any bills due, eventually found them in my employee's drawer because they were being sent to her attention "[redacted]". I called Neopost to advise what happened and that I wanted to cancel my account, they insisted on me paying what was owed and talked me into keeping the machine for some more time to try it out. I was a little taken back at that time when they told me that my employee was able to set up a "business line of credit" under my name without my authorization or knowledge. I am curious how a company can allow me not to sign for credit and make me honor the rental contract that I am now trying to cancel. NOW I am closing my business officially on August 31, 2014. I sent Neopost a formal email with their "case number" they have to have on everything on 7/28/2014. This has almost been thirty days ago and the first I finally hear from them is an email with a bill! I called to find out what the bill was for, not postage, but for the remainder of the rental contract $405.64 to which I NEVER agreed to nor would have ever agreed to. I was perfectly fine running to the post office. I have tried calling Neopost, two times being put on hold for over 25 minutes and finally getting DROPPED INTO a supervisor's voicemail box that never calls back. I was told I was going to get the runaround with this company, and I have 1 week left to REMOVE THIS MACHINE FROM MY OFFICE!!!! I expect shipping materials to be arriving soon to return this machine, instead they just sent me another bill.Desired Settlement: I want the $405.64 balance cleared for the remaining rental contract that I never authorized. In addition, I would like for someone to send me return shipping labels for the equipment so I can get it out of my office before I close up and return my office key to the landlord.

Business

Response:

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 the customer's request, the cancellation has been processed with return labels sent to the customer.

Consumer

Response:

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,

Review: We have had Neopost for our postage for 3 years. They had us sign a contract renewing for 3 years in February. We have not been able to use the service for 3 months, since March of 2015 due to equipment issues they provided. We asked to cancel the contract with them due to not being able to use the service or equipment due to their error. They said we were locked in the contract and they would replace the equipment. They replaced the machine and guaranteed we would have resolution to the situation and be back up and running. We received the new machine after their service was not able to be used by faulty equipment and no customer service! The new machine produced an error code. The code that generated, I found out by the representative I was able to reach after 30 minutes hold time, told me that the error code meant the equipment had to be replaced...the equipment they just sent us after they didn't resolve our issue for 3 months prior! She told me she only worked in repairs and would transfer me to someone who would help me with processing the cancellation and gave me Linda W[redacted] at [redacted]. Transferred me. Person who answered the phone told me that person hadn't worked there for 3 years. The repair representative told him nothing of why I was calling so I had to explain it all over again for 10 minutes! He told me he would find me the appropriate person and HUNG UP ON ME. HAVE THEY CALLED ME BACK BECAUSE I SAID I HAD A BUSINESS TO RUN AND COULDN'T DEDICATE AN HOUR A DAY TO HANDLING THEIR EQUIPMENT PROBLEMS.....NO THEY HAVE NOT! We want this service cancelled. They refuse to send a representative out to repair the service and we cannot reach a competent representative by phone and now I'm being disconnected with no call back when they have my information pulled up and know where we are calling from. This is customer service.? Telling a representative you are very upset and don't have time to work through their equipment issues an hour a day and have not been able to use the service for 3 months and they hang up on you, but lock you into their contract at $15.85 a month or a $576.00 cancellation fee....that is not good business and not fair and we want out of the contract as of April 2015 which is the last time the service worked for us!Desired Settlement: We want them to null and void the contract we entered for equipment and service that works that they refuse to provide us by hanging up on us and transferring us to people who haven't worked for the company for 3 years. We have a business to run and do not have an hour a day to contribute to the process of helping "them" help "us"...the customer. We do not wish to work with this company any longer and request resolution through cancellation as they are not capable of providing us the service they promised and we cannot reach or speak to a competent representative.

Business

Response:

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 an attempt to repair the customer's machine, we reached out to the customer, and they declined our assistance in troubleshooting.

At this time we have cancelled the customer's account and sent return instructions to [redacted]'.

Review: We cancelled our postage meter contract back in December of 2013, before it renewed in Feb of 2014. We received an invoice for 2014-2015 rent and we were told it had to be paid in full before we could they would send the necessary return information to ship the meter back. We paid the invoice in full and they sent us the return labels but we opted to hand deliver it and I called a week after returning the meter to see when they would issue our credit for the 2014-2015 rent and I was told by the customer rep that they do not issue credits on returned meters. I then asked her why it was that we had to pay for something that we cancelled before our contract renewed and returned the meter and she told me again that they do not issue credit on returned meters at which point I told her that I was going to file a complaint with the Revdex.com and she told me to do what I had to do and she would let her supervisors know my intentions.Desired Settlement: I would like to get our money refunded. We followed the guidelines to cancel and return the postage meter and I don't feel like we should pay for something we are not using.

Business

Response:

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 Neopsot USA has no record of a cancellation attempt made in December 2013. Please provide documentation supporting the December 2013 cancellation date.

Review: I was under contract with Neopost USA for a mail machine. At the end of my contract it went into auto renew or what is known as an "evergreen clause" This was not a big deal to me because the machine was still useful and at a reasonable market rate. Even though the State of Connecticut and it's Attorney General have ruled that "evergreen clauses" are not legally binding in this state for service & rental contracts unless the company gives notice to the consumer or company and that the language of the renewal is clear and conspicuous which the Uniform Commercial Code defines as bold face type and all capital letters. Neither measure was taken under our contract. I believe our contract is not binding and would like to end it by paying you the money I do owe and returning the machine at my cost. I was just upset that you raised my quarterly payment rate from 194.69 to 321.35 with out cause or contract because our contract states that the renewal will be at the "then current" rate a contract language that I have had defined as the rate at which the contract was signed ($194.69) I feel taken advantage of by your company and am very disappointed in your customer service and retention department handling of this easily avoidable circumstance.1. Notify your customers of contract end dates and sign them to new contracts as a retention plan instead of an evergreen clause.2. Don't charge your customer $506.00 more this year than you charged them last year for the same service and a machine that is a year older. It's insulting! And it will cost you customers in the future.Desired Settlement: I want to pay them the money I owe them to date. Return the machine at my cost and not have to discuss my dealings with Neopost at any future date or event.

Business

Response:

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.

Per case [redacted] the customer's cancellation request was initiated, but we are awating a written request to continue with the cancellation process. A request can be sent to [redacted] for processing if the customer wishes to continue with the cancellation process.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Our company, [redacted], had a 1 year contract with Neopost USA for rental on a postage meter; the contract began 3/11/13. Due to very poor service from Neopost, we decided to cancel the contract when it came up for renewal. On 3/6/14, I called Neopost and canceled the contract and was given a case # of [redacted]. I was told someone would be calling me back to arrange for the return of the postage machine we were renting. I never received a call back or received any correspondence from Neopost regarding the machine or the contract being canceled.On 6/13/14, I received a call from a Neopost rep; I didn't have time to talk to him so I called back later and was told by 2 different reps that we owed over $400! This came as quite a shock since I never received any invoice or even heard from the company until 6/13. I explained that I had canceled the contract via a telephone conversation on 3/6/14. They informed me that they had nothing in writing canceling the contract; that I was to have given them 90 days written notice to cancel the contract. I explained that no one told me that when I called to cancel the contract. Had someone told me that, I would have done what they required - given them 90 days written notice! Furthermore, no one mentioned that we would continue to owe money on the contract I thought was canceled.I have written to Neopost explaining all of this and today, I received an invoice stating we owe them $289.78 and that the contract won't be terminated until this is paid in full. (There is no explanation as to what constitutes this amount.) Moreover, instructions to return the machine to them will not be provided until this is paid in full.I believe I did what was necessary to cancel this contract and feel we do not owe them any further money. We have received absolutely no benefit from having this machine sitting in our office after I called to cancel the contract. This is just a way for them to extort money with no services offered.Desired Settlement: I would like to see your office contact Neopost USA and convince them it is in their best interest to back off as we will NOT be paying them any further money.

Business

Response:

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 apologize for the lack of explanation surrounding the termination fees. The fees compiled are related to oustanding invoices due for the current term agreement. Per the terms and conditions of the executed contract, a 90 day written notice is required to terminate the contract. If the termination notice is not received 90 days prior to the end of the term, the agreement will automatically renew for an additional year. The charges are related to the remainder of the term due. Once that amount is paid, we will be able to process the cancellation request. If the customer chooses to dispute the charges, they may contact us directly at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Neopost is not responding to our Service Requests and therefore the issues remain unresolved.

We have two ongoing issues with our Neopost account and despite numerous service requests, the remain unresolved. Our online account is set-up so that Finance will receive a meter reset notification but it is not working. Additionally, we purchase an application so that we can pull departmental reports on postage use. This app works up until the date a download is performed. At month end, we charge this expense back to the appropriate department based on actual usage.I am unable to determine the correct amount because the report is once again incomplete. As previously mentioned, I hav placed numerous Service Requests but neither issue has been resolved.Desired Settlement: 1.) Finance must receive a notification every time the meter is reset. 2.) Postage report must be complete at the end of each month; include usage from the 1st day of the month through last day of the month.

Business

Response:

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.

According to our records, the customer does not have an online product that will allow reporting for department codes. In addition, the email notification feature for postage meter resets is only available in the form of a monthly statement. Please have the customer please clarify if they are receiving the monthly statement of postage meter resets, or if the expectation was for an immediate email notice.

Consumer

Response:

Review: [redacted]

There is no mention of the customer service issue in this response which was the basis of my complaint and, for the record, we most certainly DO have online reporting. There is just 15 months left to this lease and I can assure you that Neopost's horrible customer service skills will be duly noted in our review to renew or terminate.

Clearly, there is no resolution in sight so please feel free to close this case.

SSC Disability Services, LLC

Review: Neopost continues to bill my company for services it has never requested or used. Even after being told that they are incorrectly billing my company they continue to seek payment form my company.Neopost cannot produce or will not produce a copy of any contract they claim to have. Neopost has been asked several times to provide proof of a contract or to stop harassing my company and wasting out time. Thge account # they make reference to is [redacted]Desired Settlement: Please stop wasting the time and energy of myself and staff attempting to collect on a none existent contract for services never provided.

Business

Response:

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.

The contract in question is for a company that closed in 2009 by the name of [redacted] Corp. The contract in question has been cancelled, and the following invoices will be credited from the account:

Invoice [redacted] Due 12/10/11 $220.46

Review: On 10/9/15 we were contacted by Neopost about renewing our lease and getting new equipment as we had been using another Neopost system for several years and it was due to be replaced. Michele T[redacted] was the account manager we were dealing with and she provided a new lease agreement that according to her was for the exact same features/options we already had, but with a new metering system. We signed the new lease on 10/12/2015. The new equipment arrived a representative came onsite 10/26/2015 to install the new system and train us on the new system. It was at the time of install we learned the new system didn't include 'differential weighing' whereas our old system did and that's a feature we absolutely need. The installer said to contact our account manager (Michele) to get that feature added.

I emailed Michele the same day 10/29/2015 asking to get the feature added. Michele replied back the same day stating she would look into it and then sent over a new lease agreement ($7 more a month) to get differential weighing added. I signed the new agreement and sent it back the same day 10/26/2015.

The next day 10/27/2015 Michele emailed me stating it was being worked on and would be delivered soon.

On 11/2/2015 I emailed asking for an update. Michele replied stating che would check into it and didn't get back to me.

On 11/5/2015 I emailed Michele again asking for an update and got no response.

On 11/5/2015 I emailed again asking for an update and again no reply.

On 11/10/2015 I emailed again and no reply.

On 11/12/2015 I called Neopost and got passed around through several people before someone named Christie made an effort to look into the status but referred me back to Michele. Michele finally replied a few hours later stating her supervisor has requested it be expedited and will have a definitive answer that same day and never got back to me.

I emailed Michele AGAIN on 11/23/2015 asking for an update and as of 11/19/2015 still have not heard back from her.

I called and left a voice mail for her supervisor Diana on 11/18/2015 explaining the situation and asking for a call back and haven't heard from her either.

I called again today 11/19/2015 and spoke with Christie again explaining we still don't have this resolved and was placed on hold. After several minutes on hold, Christie said her computer was frozen and she needed to reboot and would call me right back. It's now an hour later and I've still not heard back.Desired Settlement: We're now almost a month without differential weighing and it's impacting our business. We need this resolved immediately!

Business

Response:

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.

The differential weighing feature has been added to the account and should be available for activation as of 1PM EST. At that time the customer may perform a generic call on their equipment to load the new feature. Please let us know if there are any issues in accessing the feature.

Once again, thank you for allowing us to serve your with all your mailroom solution needs.

Consumer

Response:

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

After being told the exact same thing for the last 3 days and finding the differential weigh option still wasn't there, I checked again today and as promised by this response we finally have differential weighing. While I'm happy this is finally resolved once and for all, I'm extremely disappointed at how unprofessional everyone I've dealt with at Neopost are.

Sincerely,

Review: We attempted to cancel our contract with the company before our contract end date which is October 20, 2015 but the company told us they automatically renewed our contract for one additional year already and they will not cancel our contract without us paying the full year contract out. This does not seem like a fair business practice to auto renew someone's contract for an entire year without notice and not allow them to cancel this auto renewed policy when our contract has not even ended. They have auto renewed our contract to October 20, 2016.Desired Settlement: I would like our contract to be discontinued since I have contacted the company before our renewal/expiration date.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have submitted a written request to the company and received a response in email from them excepting my written request for cancellation. I have also spoken to customer service trying to resolve this issue. I have attached the email response that I received from the company.

Sincerely,

Business

Response:

Thank you for your response. We have confirmed the written request was received and have processed the cancellation at your request with no early termination penalties. Return instructions will be emailed to [redacted].

Thank you once again for contacting Neopost USA and allowing us to address your needs.

Consumer

Response:

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,

Review: We have tried for four months to return a postage meter. First we were told we needed to contact the local dealer; the local dealer told us we needed to contact corporate, and back and forth we went. Next we were told to e-mail a cancellation letter to customer retention; we submitted the letter twice. Then we were contacted for collection on an invoice. We returned the invoice with yet another letter. A third (not so nice) letter was sent to the corporate address and we sent a copy to the local dealer. Today I called to check status, was on hold for 20 minutes, and then while I was expressing frustation when told, yet again, to e-mail a request to customer retention, the customer service rep hung up on me. Please note, I did NOT use foul language or personally attack the CSR in any way. I called back and pressed the option for sales - amazing! my call was picked up immediately. Now, as requested, I have submitted my letter once again with a request for expediting, and I'm told I have to wait until Friday (2 business days) before I follow up. If customers are trying to follow the rules and not dispose of a postage meter, why is it so difficult to return? It is customer service issues similar to this that influenced us to look for another provider.

Product_Or_Service: Postage meter

Order_Number: POC#XXXXXXXX

Account_Number: Cust#XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

If I am still unable to return the meter by Friday, March 29th, I would like to begin billing Neopost a warehouse storage fee, back dated to January 17 (the date we can first PROVE that we sent a cancellation request letter)

Business

Response:

Business Response /* (1000, 5, 2013/03/29) */

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.

An initial request was received in January 2013 to cancel services. At that time it was explained the request should be submitted in writing before Neopost USA can proceed with the return process. A written request was received in February and processed on March 27. An email with return instructions was sent to [redacted].

Consumer Response /* (2110, 7, 2013/04/02) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

No settlement was offered or required. The equipment has been returned.

Review: In August 2014 I canceled my contract with Neopost ,because I did not need this machine. On October 17 2014, I sent the postage metering machine back to Neopost, and Neopost keep

sending me the bill after I had sent the machine back. I made one payment of $515.58 on December 19 2014. And now they want me to send $1010.05 by January 29 2015. I mailed two letters and one email for an explanation of the bill. I called the toll free number and was asked to enter my account number, I entered the number and was told invalid number. I feel that after sending the the machine back , there should be no more rental fee. I am not sending any more money until I get an explanation from Neopost about my bill.Desired Settlement: I want to hear from Neopost about the charges on my bill.

Business

Response:

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.

There is no record of cancellation on file for meter serial number,[redacted], Customer Account Number[redacted]. The last contact on file was from March of 2014, and we received no indication from our warehouse of the return of the equipment. The equipment is still active and available for use.

If the customer chooses to cancel, they may contact us at ###-###-#### to initiate the request or go online to http://[redacted].