Neopost USA, Inc.

Review: We received a notice to renew our agreement for 1 year. When it was received, we contacted customer service to find out how to terminate it. We followed the instructions to email them and received an auto-repy that read not to contact them for 20 days. On the 21st day, we contacted them to be told that we had to pay for the entire year because we had not cancelled 90 or more days prior to the end of the agreement. Nothing on the agreement indicated this. We had never been provided an agreement tyo indicate this. There was a notation on agreement that the "offer is governed by the Neopost Rental Agreement which could be found on a website.We were told that we could cancel and send back the postal meter, but we still had to pay for the upcoming year and there was nothing we could do to that would change that fact. We asked if we could have the term prorated and we offered to pay for 2 months. That was not allowed. We decided to keep the meter and have paid the invoice. We were told that they would not notify us that the Renewal Term was ending, but that we could terminate this Rental Agreement at the conclusion of any Renewal Period by giving them ninety (90) days prior written notice of our intent to do so. It would be incumbent upon us to set a reminder to do so.Desired Settlement: We would like to be able to cancel the agreement and return the meter as originally intended and to receive a refund for the full year or at the very least, for 10 months. Since we gave nearly month's notice, we would be willing to pay for 2 months service.

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 agreement does reference an addendum governing the terms and conditions of the meter rental agreement. Per Section 3 of the terms and conditions, termination of the agreement requires 90 days notice. We are still able to process the cancellation if the customer would like, but based on the original conversation made in November the customer opted to keep the equipment, so no cancellation was pursued. Since that time, the rental invoice was paid and the equipment has been used.

Please let us know how the customer would like to proceed, as all cancellation requests are required in writing.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As we were told that there was no budging on the 90 days cancelation, which in this day and age is outrageous, we were FORCED to pay the invoice. That being the case, we chose to keep the meter. Why would we cancel now and return the meter if we have to pay for it in advance anyway? We had hoped that we would be allowed to cancel and not pay the invoice. That was what we felt was a reasonable solution as we had indicated back in June to the representative that created the new agreement that we would be canceling. At that time, nothing was said about the cancelation procedure or the requirement for submitting it at least 90 days in advance and we were told by customer service that they do not offer this information unless specifically requested. Apparently my discussion that we would cancel after the termination of the agreement wasn't explicit enough to have the information revealed.

Sincerely,

Business

Response:

Thank you once again for contacting Neopost USA. Our sincerest apologies are offered if we were not proactive in explaining the cancellation requirements clearly. As the customer indicated they were advised of the terms and conditions which stipulate a 90 day written notice is required. The written requirement might not have been stressed during the original discusssions, but rather focused on the 90 days. In an effort to resolve the customer issue, if the request is to cancel the service, we can certainly accomodate that request provided the customer sends the notice in writing. Please let us know how the customer would like to proceed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Neopost's response is unclear.

If Neopost is willing to issue a prorated refund equivalent to 10 months, then we would like to cancel the agreement and return the meter as originally intended. It is unclear in their response whether the offer to resolve the issue and allow the cancelation of the service means we will receive a prorated refund. If not, we will wait to cancel the service and will provide written notification at least 90 days before the end of the term.

Sincerely,

Review: Was contacted repeatedly by [redacted] representing this company regarding upgrade/renewal of postage meter service. I signed contract 6/11/13 and was told in writing that I would have the machine by the machine 6/17-6/18 as our current machine was about to run out of ink and replacement cartridge is about $150. [redacted] asked that I not order ink and wait on new machine. I contacted him on 6/20/13 as I still had not received the new machine and was having to go to the post office and purchase stamps to do any mailing. He again told me he would have it overnighted and I would receive the machine on 6/21/13. On 6/24/13 I contacted [redacted] repeatedly with no response and attempted to contact a supervisor but was informed my their customer service that they could email a supervisor but I was unable to speak to anyone. Today, 6/25/13 I repeatedly attempted contact again with [redacted] since 7am and finally got a phone call from his supervisor stating the machine was just shipped today and that it would usually take 3-4 weeks to receive a meter. That is not at all what was conveyed up front. They are using lies to sell their product and I have all emails regarding our conversations when he did respond as I asked for everything in writing at the time.

Product_Or_Service: postage meter

Order_Number: cust #XXXXXXXX

Account_Number: XXXXX

Desired Settlement: DesiredSettlementID: Not applicable

I want public to know they are shady

Business

Response:

Business Response /* (1000, 5, 2013/07/02) */

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.

Although the process did take longer than anticipated, the equipment has been delivered to the customer per Fed Ex tracking number XXXXXXXXXXXX. The original request was sent to have the order expedited. The information did not get properly relayed until several days after the order was placed. Once again, we apologize for the delays experienced, and hope the customer's equipment is installed and working as anticipated.

Review: Our Equipment Rental rate increased 3 times the monthly amount without any notification from Neopost. I called Neopost to cancel our account and to return the meter and regarding the increase and was told we were on a "auto renewal" contract. We also did not authorize a auto-renewel of contract. I asked to get a copy of the current signed contract and was told they were requesting it and that would be e-mailed within 1 week. 2 weeks later I called again asking the status of the contract and was told they don't have copies past 2013 and they have to contact the dealer for a copy but could not give us any amount of time as to when to expect the copy. Neoposts customer service agent was quoting terms and conditions from a contract that they "don't" have a copy and we feel they can't implement any terms, ect.Desired Settlement: We would like to return the postage meter, we would like a mailing label so we can do that and we do not want to pay for any type of fees. We also want to cancel our account.

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 delay in processing the contract copy request. Due to the age of the contract, it did take a bit longer to search records for a copy; however we were able to locate the original signed agreement. Within the agreement, it refers to the terms and conditions located online at [redacted].

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:When signing onto the link [redacted] I get the following message:The page you are requested is not existing or no longer availableWe still want to cancel our account with Neopost ASAP please.

Sincerely,

Business

Response:

My sincerest apologies. There was a small typo in the URL originally provided. The customer may access the original terms and conditions located at [redacted] per the copy of the agreement.

Please let us know if anything further is required.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:When I signed into the link provided by Neopost: [redacted] The information that appears is a generic Terms & Conditions Rental Agreement. It is "not" a signed contract, they still have not found a copy. Again, we want to cancel our account right away.

Sincerely,

Business

Response:

Thank you for the response. Although the complete terms and conditions are not listed on the signature page of the provided agreement, the signed contract does stipulate in section e that the offer is governed by the Neopost Rental Agreement available in its full form at the link provided. The order was signed for by [redacted] VP as designated on the provided agreement. Attached please find a copy once again for review.

Review: I sent my request to cancel my account with Neopost on 2/4/2014 after a conversation with one of their representatives. I had become disgruntled with this company after months of trying to resolve a billing issue. Numerous attempts to reach their customer service department without success, unending hold times, and no replies back to emails caused me a level of frustration which brought me to deciding to leave this company altogether. I received an email confirming my request to cancel and asking for my patience in the process. I waited more than 20 business days and made a call into the company to see why there was such a delay in this process. I was told by one of the representatives that the company was backed up and they would expedite my request. That was more than 3 weeks ago. I just returned from vacation to a bill from the company for my next renewal. I am not paying the bill, I want my account cancelled back to the day that I sent the request and I want my refund of money that they have in my account for services that I have requested to be stopped.I just sent an email today with this same basic information and decided to file this complaint as well.Please advise as soon as possible as to the status of this request.I look forward to your prompt reply.Desired Settlement: I need Neopost to take this postage machine, credit my account for the unused portion of my rental fee as of 2/4/2014 and refund me an additional payment I made of $106.00 for a software update for postage that was received after the effective date of the postal rate change. I never applied the update and requested that my account be cancelled right after I received this in the mail.

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 cancellation has been processed and return labels were sent to the customer at [redacted] on April 3, 2014. Credit will be issued upon return of equipment.

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

Review: We have 15+ locations that use Neopost's mailing machines. Most recently we opened an account for our [redacted] location. This account has been open since October 2014 however we have never received invoicing for this location. We informed them of this as soon as we realized on April 27th, 2015. Since then I've called Neopost 4 times to request invoicing. They have yet to provide us any invoices over 20 days later. They cite "technical issues" yet they have a history of taking unreasonably long to handle our complaints.

Neopost gave us a rate adjustment on 10/24/14. The next three months of invoices all contained the old pricing, despite countless calls to request the new rate we'd been promised. We'd also asked them to change the incorrect BILLING address for our [redacted] location. Instead they changed three account's SHIPPING address to our [redacted] address despite INCREDIBLY clear instructions of what was to be done. Every time we call to correct issues such as the aforementioned, we're told it'll take up to 30 days to go into effect, or they'll "expedite" the issue. Yet still, it'll take MONTHS of frequent calls before the issue is resolved. Based on our customer service experience with Neopost, we would've closed our account with them long ago if we didn't have 15+ locations that would be an extreme headache to close and replace.Desired Settlement: I would like to see customer complaints addressed, followed up on and solved within a timely fashion. Their issue resolution time is appalling. The customer service team needs a clearer channel of communication to the billing dept. IDEALLY customers would be able to call Neopost's billing dept directly to get complaints addressed instead of having to go through customer service. I would like to see Neopost give ME a call back FOR ONCE, instead of having to call multiple times to request an update on the case. Most importantly, I would also like to see the backlogged invoicing we should have been receiving since November of last year. I would also like to see a significant discount on these invoices as this company should not expect us to pay 6 months worth of invoices at once. We provide Neopost a lot of business, it would be nice to be treated that 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.

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.

Consumer

Response:

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]

Review: Signed new contract on 01-05-15, but person dated it for April. He promised a refund for my overpayment. Called again 01-06-15, spoke with [redacted]. Said it is being worked on, takes 7 days, but will get a refund. Called 01-20-15, spoke with [redacted]. Not processed yet, may take a few weeks. Assured I would get refund. Called 02-17-15, spoke with [redacted]. Will apply pro-rate credit back to Jan, but won't actually process until April. Got bill in April with no credit. Called 03-30-15, spoke with [redacted]. Saw that the April contract date was an error. Would send to a supervisor to fix. May take 30 days, but would request a rush. Called 04-28-15, spoke with [redacted]. Notes show that won't refund. Only person able to change the contract is the person who wrote it. That person is no longer employed by Neopost. Won't refund. Asked for a supervisor, none were available, will call back. Was given a 3rd case number.Desired Settlement: I paid $128.23 for 3 months on the lease. Payment was due on 01-25-15, but I paid on 01-05-15. When I called to find out why the cost more than doubled, they immediately reduced the quarterly lease payment to $63.59. I would like a refund of $64.64 OR they can apply it to my April bill. I have not paid the April bill and it is now past due. I was expecting the refund to be applied by now.

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 processed the credit for erred charges and moved the available credit balance from invoice [redacted] to invoice [redacted].

Thank you for allowing us to serve you 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.

Sincerely,

Review: On 06/16/2010 we contracted with [redacted] to rent three postage meters for three different locations. The contracts clearly state the addresses of the equipment and the name of the business. A couple months later the bills started showing up in someone else's name and the wrong address. We immediately called their customer service who told us we have to have the person on the bill write to them giving them permission to remove themselves from the bill. I told them the name was never to be on there in the first place so that was not going to happen. I was assured it would be corrected. It was not, numerous phone calls later and faxes and letters sent, the billing was still not right and the name on the account was not corrected and to this day is still wrong. When we had finally had enough and decided to terminate the contract I was told it automatically renewed in June without our knowledge; that all that information is in the terms and conditions, which I read and saw nothing stated about cancellation or renewals or when our contract actually begins which is in September not June when we signed up. It took 3 months to get our machines and that was because we made numerous phone calls. In the cancellation process, Customer Service couldn't find our account, said it was a lease (it's not) sent me a cancellation of a lease in some else's name, said I have to give a 90 day notice, which I did. To this day the name on the billings is still wrong and we get billed for someone else's machine! Ironically, we have been called twice now to renew!Desired Settlement: I think we should be reimbursed something for our time and trouble and for their lack of taking care of a good and loyal customer.

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.

THere appears to be conflicting requests being submitted to change names between [redacted] Insurance and [redacted] Insurance. Requests have been received by both parties related to multiple locations. The following were our findings:

CSN: 60131333

Review: I have called and written on numerous occasions asking to terminate our contract with Neopost. I was initially told I had to wait until the end date of our initially signed contract, which I agreed to do. Once that date came, I called the number listed for contract termination and was transferred to someone who was out of office. I left a message and never received a call back. I then received a phone call from a sales person at Neopost asking me to upgrade our machine. I informed him that I wanted to return the machine we had and intended to terminate my contract. He directed me to the "retention department" and told me to leave a message for them, which I did. I also sent them an email message. Again, I never received a return phone call or emailed response. I then received a letter stating that my account with Neopost was being sent to collections for not paying for the postage machine I had upgraded to. I never received a new postage machine, so I'm not sure how I can be sent to collections for a machine that I do not have in my posession! I sent a very pointed email to the person listed on this letter. She did not respond to me, but forwarded my email to another person in her office. This person has never responded to me. I then sent an email to the copied person the following week and she has never responded to me. Today (3/11/15) I received another statement, which shows that Neopost actually owes us money for postage purchased that was never used. However, when I call to have a check issued for this, they won't release the funds as they show that we owe money for the postage machine we never received.Desired Settlement: I would like my company's contract with Neopost to be terminated, to know where to return our old postage machine to, and our outstanding postage that was never used to be refunded to us.

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.

A call was initiated in April of 2014 to cancel, but a letter has not yet been received to start the process for the request. If the customer can provide a letter of intent to cancel, we can initiate the request.

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

Review: We have been trying to cancel our account with Neopost since January 2014. On January 17,2014 we sent them a letter with all the information they requested. We received an email from them acknowledging our email and that cancellations can take up to 20 business days to be processed. We then never heard from them and thought that they were letting us use our prepaid service till the end of the contract (in which we never used). Then we received a bill for the next year of $896.64. On July 14, 2014, we called again to have everything cancelled. They then gave us a new case number and said that had to be included in the cancellation letter. Because we did not have the case # on the cancellation letter in January, our request was never processed. We were never told that we had to have the case number on our letter until July, when we contacted them for the 2nd time. Also, the customer service representative was very rude and told us that we were an unprofessional company because we were cancelling our service. We sent both letters, the email, and the invoice asking to cancel our accounts again. We received an email acknowledging that they had received our cancellation. By August we still had not received anything about our cancellation. We contacted them again on August 11, 2014. We spent a lot of time on the phone being transferred from one place to the other. We asked to talk to a supervisor, but was then told by the last customer service representative that she had taken this to a supervisor and that our invoice was $0 and we would be receiving our return labels. I asked for a confirmation of this and she said that there wasn't one but that we were all set. We then waited for our return labels, but never received them. On September 16, 2014 we contacted them again to see why we had not received our return labels. They said that our invoice was never approved to be $0 and that I would have to talk to a supervisor at a different number for that to happen. I then left her a voicemail and she has yet to call back. On September 22, 2014, we received a second notice bill from them. We have now spent hours trying to cancel this account. We have all the information, every person we've talked to, any correspondence, and any phone number we have been directed to in order to try to cancel this account.Desired Settlement: We don't owe anything on the invoice as we have been trying to cancel our service well before the date of the invoice and we want our account cancelled for good. They need to zero out that invoice/account like they had promised and send us the return labels for the machine. If there are any costs for the return of this machine, they need to cover that as well.

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 request of the customer, we have credited off any amounts due and submitted the cancellation to be processed. Return instructions have been emailed to the customer at [redacted].

Review: I recently upgraded our postage machine with neopost, the machine they sent was horrible and they sent me another that worked much better. I shipped the two machines back to them using their return label. Both machines were in one box. They claim the one box was received. They are charging me $1,070.00 for a lost\stolen machine. They simply scan the box and put it on a shelf somewhere. They never even looked in the box! Now they just sent it to collections...they have both machines and are not even looking for it.

Product_Or_Service: postage machine

Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to find this other machine and apply the proper credits

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.

As a result of your inquiry, we were able to locate the returned machine and as a result have credited invoice [redacted]1 in the amount of $1070.

Review: I received my contract renewal in November 2013. At that time I had already decided I would try using the services of another mailing machine company because over the years I have done business with Neopost, the charges for mailing supplies, ink, postage labels, and rate protection had increased substantially. I was already using the machine from the other company. When I spoke to the customer service representative, they pointed out that I could cancel the contract at that time without penalty since it was several months prior to the renewal date, but he pointed out that the amount of the contract renewal was zero. I would only be responsible for supplies used during the year, and for rate increase protection. As a result of that phone conversation we decided that I might as well just keep the meter since it would not cost me anything and that way I could use it and pay for supplies if I decided to cancel the trial with the other company. It has not been used since that time. The Neopost contract autorenewed in March 2014, again, at no charge, but in May of 2014 I received a letter of "apology", stating that due to an error on the part of Neopost, I was not billed the annual contract amount of $248.97. I immediately called customer service and explained I was told there was no contract amount billed this year, and if this was explained to me prior to the renewal I would have canceled as I originally intended to do.After several calls to various departments I was told I could cancel the meter and I would receive return instructions. I received return instructions along with a "termination fee" of the full contract amount of $248.97!I called them back yet again, was transferred to many different departments and have still not had any resolution to this issue.Desired Settlement: It is my request to return the meter without paying a termination fee.

Consumer

Response:

Regarding Complaint ID [redacted].

The matter has been resolved to my satisfaction.

Thank you

Review: Last year on 9/24/14, we attempted to cancel our contract with Neopost. Unfortunately we had already paid for the whole year and they would not cancel us or refund our money. We told them NOT to automatically renew us and that we intended to cancel at our next renewal. Last month, we received a new invoice. I emailed them to tell them that we are not paying and that we had said we wanted it cancelled. They then tell me to call their 800 number to speak with someone but I can never get anyone on the phone. I've tried several different times of day, holding anywhere from 5-20 and no one will answer my call. Now I'm getting emails that our account is past due. I just want this machine gone and our account cancelled.Desired Settlement: Cancel our account and come pick up their equipment.

Business

Response:

Thank you for contacting Neopost USA. We strive to resolve all of our customer requests in a timely manner.

We were able to reach out to the customer on 9/29/15, and requested they send us the request to cancel in writing. We have not yet received it to date. If the customer wishes to cancel, please have them send the request so we might proceed.

Review: 1st meter was malfunctioning and not printing postage. We lost hundreds of dollars in postage because there was no way for us to show that we were unable to print the postage. 2nd meter: SAME PROBLEMS, lost more in postage that was non-refundable. Called to cancel, call not returned. Called again and was told to fax a paper stating that we would like to cancel. Faxed the paper and received confirmation.Called again they said we have to wait for someone to call us back.Called again 1 month later.... they claim they didn't receive the fax (even though I have evidence)Faxed againCalled again... said to wait for callCalled again.... they claimed they didn't received 2nd faxSent EmailCalled again: She said wait 20 daysWaited 20 days, I called again rep said we have to wait for someone to call us back...Called us back today. 2/7/14... after trying to retain our business, she tells me: "your contract has been automatically renewed and if you want to break your new contract you have to pay $350 fee. All cancellations would have to be sent 90 days before contract renewal date"WHAT???? I AM SO UPSET RIGHT NOW! PLEASE CALL ME SO THAT WE CAN ARRANGE A CLASS-ACTION LAWSUIT.THANK YOUDesired Settlement: BE HONEST! THIS IS NOT THE WAY TO RUN A BUSINESS! WE HAVE EVIDENCE OF HOW MANY ATTEMPTS WE HAVE MADE TO CANCEL. YOU HAVE IGNORED US. WE HAVE ALL OF THE FAX, EMAIL DOCUMENTATION.

Business

Response:

The customer's request to cancel was processed and return instructions sent to

?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.

Review: We currently have an older model of the Neopost postage meter which we paid in full until December 31, 2015. However the postage meter was requesting a phone connection with Neopost in order to operate properly. After experiencing much difficulty, I contacted the Neopost office and was informed that the old meter was analog, and could not communicate with Neopost over digital lines. He stated that he would send me a new meter, and I should return the old meter. Upon reviewing the information I explained that he had the wrong address for the postage meter. The address was our billing address which is a box at a [redacted] store, and the postage meter was to be sent to Spokane Valley, WA. He stated he would make the corrections, and send out the new postage meter. The postage meter was sent to the wrong address, he did not make the change as he had stated. The postage meter went to our postage box at the [redacted] store, so they held the postage meter until we received a return label, and then the [redacted] store returned the postage meter by [redacted]. The tracking number was [redacted] The return number was [redacted], and it was sent to "[redacted] Manager Neopost, [redacted]. Neopost received the postage on or about February 24, 2015. I received a letter from Neopost stating that they had not received the postage meter and we owned them money. I contacted the office on or about June 2, 2015 and [redacted] an employee from Neopost and I spoke for about 21 minutes according to my phone recording device. [redacted], an employee from Neopost confirmed that they did receive the postage meter on or about February 24, 2015. I just received a letter from Neopost dated 6/22/15, stating that we owe $1,087.00 for the postage meter that they have.Desired Settlement: I would like our money returned for the full year that we paid and was unable to use the postage meter. I want the funds on the old postage meter returned to us, about $525.00. I want the bill for $1,087.00 to be removed, since we never received the postage meter.

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 confirmed new meter serial number [redacted] does show returned with no documented activity as stated by the customer's recollection of the sequence of events.

The old meter serial number, [redacted], does not show returned in stock as of yet. It is unclear as to whether that meter was also returned under the same tracking number provided or if it still in the customer's possession. Please clarify what tracking number the old meter was returned under, and to what address.

As a gesture of goodwill, invoice [redacted] was credited in full for the amount of $1,087.

Review: I am appalled at the low level of customer service I've received. I've called three times about the same issue just to be provided differing information. The first time I called the rep asked account identifying information before proceeding to help. I inquired about locating the delivery confirmation number after choosing it as an option and printing the label. Although his instructions were incorrect at least he tried. I called a second time for the correct information but it was taking too long and I needed to end the call. I just called again on 08/11 1 PM CT. This time, after explaining my problem, the rep immediately informed me that I could not use the delivery confirmation option. I expressed to her that I'd already called and was not told that before. She explained that I needed to use certified mail in order to use the delivery confirmation option. I explained to her that such option is free at the post office without special services. She informed me that the post office is "different". I asked what's the point in having the machine if I still needed to visit the post office. She proceeded to tell me that not all machines offer all services and I would have to sign up for eservice to get the delivery confirmation. I was annoyed as it was not clear to me that I would need to continue to visit the post office because I am being spoon fed product information. It seems devious to not disclose such critical information. It makes no sense to me to sign up for something the post office offers for free.

The last rep spoke to assuredly without asking any account identifying information nor the type of machine I'm using. I am so tired of the lack of customer service, the lack of transparency in order to get things done efficiently and the obscurity in doing business with Neopost.

This has been too much of a hassle. The one aspect Neopost markets such as convenience and no trips to the post office is exactly what I have to do. At least I know by using the post office, after waiting in line for who knows how long, my requests will be addressed efficiently.Desired Settlement: I want instructions to return the meter free of charge.

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 reach out to the customer and provide the correct information regarding delivery confirmation. They were provided a direct contact for these concerns moving forward.

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.

Sincerely,

Review: On 10/7/2015 I received a call from Neopost Sales Rep Jay H. stating, "Neopost is no longer servicing your machine. In it's place we are offering the IN-[redacted], for a small rate increase." Now, we are in a 1-year contract, (already paid). This prompted me to take action, telling me that our contract is no longer valid, as they are no longer servicing our machine. I shopped around and found a more cost effective machine with another company. When I let Neopost know, they sent their Retention Specialist my way. This man, Bilal M. stated that this was not true, they are indeed servicing my machine. What they wanted to do was upsell me. I took action based on Jay H[redacted] statement. (I also have a voicemail as proof of what he said). I want a refund on my contract of the period 12/1/2015 - 7/31/2015. I scheduled the pick up for 12/1/2015 which Neopost did not honor. In fact, after 4 phone calls, yesterdays being the 4th call. I finally received an email with the machine return instructions. I'm getting the run around. No one returns my calls after they boldly state they will call me back the same day. I've requested the refund on my contract due to them making a statement, prompting me to take action.Desired Settlement: A refund on my contract, from the original scheduled day of pickup, 12/1/2015 - 07/31/2015. This totals = $394.09.

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 request of the customer, return labels have been emailed to P[redacted]. In addition, a refund in the amount of $544.10 will be processed in the next 7-10 business days.

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

Review: I called Neopost back on February 19, 2015 wanting to find out when our contract with them expired and they advised that it will expire Oct. 28, 2015 and that it was a 24 month contract that was signed in October of 2013 which will auto renew. I then asked that if we wanted to cancel the account when can we do this.. I was told they needed 60 day to terminate. I wrote all this down in my notes and marked my calendar to call them today to cancel. I called today and was patched through to the termination dept which I spoke to Brittany P[redacted] who now tells me that the termination is 90 days and that our contract has already auto renewed! I told her I was told 60 days and to check the notes but the prior rep only noted that I called inquiring about the contract and did not indicate that I plan to cancel or asked about cancelling. Real sneaky! She then proceeded to try to sell me the idea of getting a lower rate. I explained to her that we need to move over to our national account with our parent company and that this equipment or acct is nolonger being used so it will be a waste of money to continue paying for another 24 months. She then again tried to sell me the lower rate idea and I again explained to her that the miscommunication was on their end and that the cancellation should not be charged because of this and if there is anything we can do about this. She said no because the acct auto renewed already so it's too late?! Again she tells me about the lower rate and gives me another lower price and asks me for my email so she can send me the renewal agreement. I told her that we want to cancel and that I will need to talk to the manager to see if she wants to pay the cancellation fee. She still insisting on the lower rate and renewal agreement and she is not listening to what I am asking for or needing. She emailed me the agreement and I emailed her back indicating that we DO NOT want to renew and that we want to cancel but need the cancellation fee to be waived as they gave me the wrong information on the termination time needed to cancel. I was told 60 days and today come to find out its 90 days which is their fault but they claim it's too late. I asked for the Supervisor and she tells me he can not override auto-renewals. Still no help on their end. If he can't override then why can't they waive the cancellation fee. She still is not answering my question and I keep getting the excuse that it auto renew and their notes do not indicate that I asked about when we can terminate. I have called and emailed and still have no resolution. This has taken up most of my day as I was on hold for 20 minutes then spoke to a customer service person who asked me about my information (10min) and then I was transferred to the termination dept. which then wasted 30 min of my life trying to get her to waive the cancellation fee and to let me speak to a supervisor which got me nowhere. Plus, emails sent at 11:16am then again at 12:6pm with no resolution. I just want us to get the account cancelled and for them not to charge us the $405.30 to do that because they messed up on their end and gave me the wrong information when I called months ago.

Our Customer #[redacted]Desired Settlement: Cancel our account that expires on 10/28/15 and waive the cancellation fee they want of $405.30. They gave me the wrong information when I called back in February asking how much time is needed to notify them if we need to cancel. They told me 60 days and now they saying it was 90 days so the acct auto renewed. I have it written in my notes and placed a calendar reminder to call them today so I did not make this up.

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, we have processed the cancellation with no termination penalty. Return instructions have been emailed to the customer at [redacted].com.

Review: A former part-employee signed a 3-year contract with Neopost on August 1, 2013 without my authorization. She did NOT have this authority within the company and never mentioned to me that she was signing such a contract. Additionally, the service provided by Neopost this past year has been unsatisfactory and I would like to cancel my working relationship with them. I contacted Neopost to let them know this contract is invalid due the fact that I did not sign the agreement and that I would like to cancel this service. They are refusing work with me on this issue and sent me a termination bill for $502.78. The Neopost case number is [redacted]. I have returned their hardware and my bills with them are paid through the time that I have used their inferior service.Desired Settlement: I am asking that my service with be cancelled immediately, with no termination charges. This business relationship is done.

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, we have waived any early termination fees, and processed the request for cancellation. Return instructions were emailed to the customer at [redacted].

Review: Neopost renewed my original contract at a grossly inflated rate without giving me the proper notice of renewal. I reported this to you. Neopost agreed and offered a retroactive adjustment on my bills, plus billing at a new much lower market rate. They said they would credit my account for the wrongfully billed marked up rates and bill me at this new rate. They have not issued any credits due, and are still billing me at the new rate they quoted, plus a $90/qrtr rate pak which I was never informed of nor agreed to.

Order_Number: XXXXXXXX and XXXXXXX

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my refund issued for the overpayments on the wrongfully inflated rates paid since feb and the new bills adjusted to remove the $90 rate pak charge, or I want termination effective Feb 1 2013 and a full refund of all amounts paid to date. I am tired of dealing with their unsavory business practices and inability to correct their billing to reflect what they offered.

Business

Response:

Business Response /* (1000, 5, 2013/06/28) */

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 accordance with the customer instructions, we have transferred the payments located on the original invoices, XXXXXXXX and XXXXXXXX to cover the balances due on newly negotiated invoices XXXXXXXX and XXXXXXXX per the new contract terms. In addition, a refund check in the amount of $338.44 has been issued for the remaining credit balance on the account, and should arrive in the next 7-10 days.

Review: I was sold a machine ([redacted]) by their in-house rep, [redacted]We were referred to their in-house rep after talking to someone in their [redacted] office, and they said that our volume ($2,000+/mo) was insufficient to warrant a sales call
After receiving the machine and realizing it didn't work for us, their [redacted]-based sales rep(s), [redacted] and Andy Battista, came to our location, and agreed that the [redacted] did not meet our needs at allThey said they could get us out of the contract on the [redacted] if we signed up for a year agreement paying Neopost $a month for modified "Clipper" software and a standard Zebra printerThey promised this service would save us over $1,a month, and we would not sacrifice serviceThey claimed Neopost had a special deal with the post office that allowed them to ship priority mail at much cheaper rates
After doing some due diligence, it turns out the $400/mo solution was doing nothing more than taking what we currently ship priority mail, and shipping it as first-classAfter confronting the salesmen with this, they apologized, and claimed they misunderstood the solution
So I am now stuck with a machine that does not suit my needs because I wouldn't sign up for a service that they misrepresented.Desired Settlement: I want to return the machine and get out of the contract since it was admitted to not meet my needs by company representatives
Business
Response:
Thank you for contacting Neopost USA, IncWe strive to resolve our customers request and needs in a timely mannerWe are committed in providing you and all our customers with the highest standards of service in the industry
We sincerely apologize for the customer experience with the sale of the equipmentAt their request, we have processed the cancellation and submitted return instructions to the customer at [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 meHowever, it is disgusting that filing a Revdex.com complaint was the only way to achieve a resolution with this company
Sincerely,