Neopost USA, Inc.

Review: There are couple of complains I want to make regarding Neopost.First of all, the time of providing service is too long. I mailed the check on 4/6/2014, and it took a month to get the credit of I already paid. I had to call two times, and verified the address that I sent. Only response that I got is why dont you apply for credit instead of mailing check? They intentionally provide bad service to push us having a credit.Second, the customer service is like no service at all. When I inquires how much I need to pay in order cancel my service, they said I have pay couple of thousand. I asked them why, and they said I didnt return the equipment on 2008. Really 2008! After couple of hours of discussion of one of managers, [redacted], she found out that we returned the wrong equipment, but we had returned! She said she will call us back to inform the case status, and no response from her. I called several times and leave a message, she decided not to call me, and I dont know why.And last time I called, she was there and intentionally not answer my call. Last, the cancellation of service makes impossible. They provide no customer service, and I had email that I sent out during March, and same as usual, no response. I got a call from sales department asked me whats my intention for renewal service around April, I told them I am in the process of cancelling my service. And 2 days later, when I call the customer service number, they told me that I approve renew which I clearly I didnt do. I contacted them at least dozen times to get resolve this issue. I got response either they want to charge more or no response of what I request. One time, I asked them why you have such a bad service. They said I am one of 5% dissatisfy with their customer service. I had contacted at least 10 different representatives, and it is my fault that I got such a bad luck every time I called? Please before your company forces us to keep the contract, please provide the service you promise!Desired Settlement: We would like to stop doing the business with them.They demand to maintain the contract while they provide the worst service. I don't want to bother by them any more.

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 was contacted regarding the cancellation request on May 6, 2014 and were advised to submit a letter with the cancellation request. No written request was received so the cancellation was not processed. If the customer chooses to cancel, please have them submit a letter of intent so we can move forward with the cancellation process.

Consumer

Response:

Last time, I filed a complain with this company. This message is in regard to your complaint submitted on 6/4/2014 12:58:39 PM against Neopost USA, Inc.. Your complaint was assigned ID [redacted].It got closed, because it took us to find all the necessary document ready.The business responses are partial/ inaccurate. That's why I need to file another complaint because it is wrong.

Review: We signed a one year service contract with Neopost. After one year, we attempted to cancel our service only to be informed that our contract had automatically rolled over for an additional year because we had not cancelled immediately after one year.We have made several attempts to resolve this issue to no avail.

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

I would like for Neopost to honor the intent of our original contract wherein we specifically checked the box calling for a one year 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.

[redacted] with [redacted] called on August 29, 2013 to discuss cancellation options. Neopost USA was able to review special offers with her as alternatives to her current pricing. [redacted] indicated she would contact Neopost USA back once a decision was made whether to cancel or not. We have received no further indication that the customer would like to proceed until now. The customer always has the option to cancel service. If they would like to proceed, they can contact Neopost USA at 800-636-7678 or respond back to [redacted] the representative they were working with initially.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There is no response attached for me to reject or accept.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When I called Neopost on 08/29/2013 and spoke with [redacted] she stated that if I cancel we would have to pay the remainder of the contract, which is $242.55, because the contract term date is 06/02/2014. When I signed up 05/24/12, I chose the 12-month option, therefore I knew on 08/29/13 that my one-year contract had been fulfilled. Little did I realize I would have to go to the "website" that was referred to in the "Terms and Conditions" to read that if I didn't cancel in writing within 90 days of the end of the "Initial Term", the Rental Agreement would automatically renew. It was a surprise to me to find out that we would have to pay to get out of the contract. Neopost's statement that "The customer always has the option to cancel service" is misleading.

I did, in fact, contact Neopost again that same day, 08/29/13, and spoke with a supervisor named [redacted]

[redacted]. The telephone log of this is case # [redacted]. Ms. [redacted] also told me that if I cancel, we would be responsible for paying the remainder of the contract ending 06/02/14. That amount would be $242.55.

What we wanted was to cancel our contract, not buy it out.

Sincerely,

[redacted], Office Manager, [redacted]

Business

Response:

Thank you once again for contacting Neopost USA. The customer was previously informed that because they are nowinto an auto-renewal term, there will be early termination penalties associated with the cancellation. Section 3 of the terms and conditions of their rental agreement indicates the following:

This Rental Agreement is NONCANCELABLE during the Initial Term and any Renewal Period (as defined below). Unless You notify Us in writing at least ninety (90) days before the end of the Initial Term that You intend to return the Postage Meter at the end of the Initial Term, this Rental Agreement will automatically renew for successive periods of one year each at the then-current payment amount for such Postage Meter (each a “Renewal Period”). We will not notify You that the Initial Term or any Renewal Term is ending. You may terminate this Rental Agreement at the conclusion of any Renewal Period by giving Us ninety (90) days prior written notice of Your intent to do so.

Because the initial one year agreement began June 2, 2012 and notice with the intent to cancel was not received until August 29, 2013 with further correspondence confirming the intent to cancel received on September 5th from the Revdex.com, the customer was already in the first and second quarter of their second annual term. The customer always has the option of cancelling their service, but with an early termination penalty applied.

Neopost encourages its customers to utilize the MyAccount portal as though it is user-friendly. It definitely is not. One problem is that our staff had bulk mail that needed to be shipped out to clients but [redacted] requires packages to have the tracking labels applied to them. Therefore, I placed an order for [redacted] tracking labels on Wednesday, November 4, 2015 and selected the “Second Day" ship method in hopes that we would quickly receive them. Unfortunately, as of Friday, November 13, 2015, we had not received our labels. I tried locating a tracking number on the website but under the “Tracking Number” section but it was blank. I then placed a call to follow up with customer service regarding this order and was told that my order had not been processed because the only shipping method they have available is Ground delivery. When I asked the customer service representative why there are other options listed on their website, she was unable to provide an answer. Neopost should remove the extra shipping options and prices from the drop down menu when supposedly there is only Ground shipping. This is very frustrating and who knows how many customers go through this ordering process, then packages get delayed or don’t make it to their destination because of this confusion. This is time consuming for consumers to have to track down, re-order, and postpone their mailings because the company provides misinformation.
Another problem is that I tried ordering a Neopost brand product, which is an Envelope Moistener with adhesive to seal envelopes. Neopost delivered this item to us when we received our postage meter. I needed to order the product since we are running low, so I searched under “Supplies” in the MyAccount portal and it is not listed. I was unable to order this item over the phone through the 1-800-NEOPOST line or by contacting the local Neopost dealer. This is one little item but the representatives had no clue what I was talking about when I described the item and confirmed that it is a Neopost brand. In my experience, the customer service portal is useless and very inconvenient. What we need as customers is more convenience, a user-friendly website, and more accurate information on those websites.

Review: I called Neopost in July of 2015 to cancel my contract. At that time the postage m[redacted]ine we have had not worked for months. We were paying a bill for a non functioning product. After speaking with the customer service rep I agreed to stay on for another year at a discount rate with the promise that a new m[redacted]ine would be sent out immediately. It is now the 4th of February 2016. I have not seen the new m[redacted]ine nor has anyone gotten back to me after numerous emails and phone calls including an email directly to the customer service rep who worked with me on the new contract.Desired Settlement: I would like our new m[redacted]ine as promised and our contract that was signed for the discounted price to be renewed starting the day the m[redacted]ine is actually delivered free of charge since we previously paid. I would also like the [redacted] fee we paid refunded and then charge us once we receive the new m[redacted]ine to put stamps on. Neopost bills at a year rate and we are already 7 months in to a contract. I am not paying another [redacted] fee and contract fee in 5 months for product that was not used.

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 the only correspondence in the last year listed on the account was related to the renewal agreement. In that communication, there is nothing detailing the request for a new m[redacted]ine listed or mention of any repair related issues. I see no contacts into Customer Service related to the m[redacted]ine issues identified in this complaint. Is there a corresponding document indicating there were service issues at that time? If so, please provide those documents so we can pursue any necessary credits.

We will be in contact with the customer to attempt to diagnose the m[redacted]ine issues they are currently experiencing to see if a new m[redacted]ine is necessary.

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

Review: I have never dealt with a more frustrating company. To accurately describe each instance of terrible customer service, I would have to go back years as this company has NEVER been easy to work with. Each time I've tried contacting Neopost by phone, I've been on hold for a minimum of 20 minutes before being connected to a live person. We tried contacting them a year and a half ago to update our address (our business moved) and to see if we needed to do anything to make sure our postage meter continued to function properly. After spending HOURS speaking with MULTIPLE "customer service" reps, we finally got our address changed. The name on our account, however, has never been resolved. Where the name on the account came from is anyone's guess as the name has never been an employee of our company or organization. We've tried NUMEROUS times to correct this to no avail. We've most recently been trying to contact Neopost because our meter stopped working. After many more hours trying to get to the bottom of the issue, we discovered that we were unable to add postage b/c of an outstanding balance. The balance was never billed to us (which probably had something to do with the incorrect name on the account). We paid the balance and asked to cancel our service and tried to return the rented machine. We've decided to go with another company w/ better business practices and much better customer service. To our dismay, we were told we cannot send the machine back until September, 2015 without being penalized- Neopost is requiring us to pay over $200 just to return the machine! They say our "contract" (which we have no record of) automatically renewed for September, 2014- September, 2015. It is only August, however, we were told we were too late to cancel without paying the fee. This is absurd. We just want to wash our hands of this company and cut the losses of time and money.Desired Settlement: We would like a way to return the rented machine immediately and pay nothing more on this account. The information we have is as follows:Contract Number: [redacted]; Cr: [redacted]; Case Number: 1-xxx-xx-xxxx

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 request has been processed as requested, and return labels as well as instructions have been emailed to [redacted].

Review: We have a postage meter leased from Neopost USA and have returned the meter. They owe us for annual rental and unused postage.

We cannot make contact with this company. We have mailed them twice and e-mailed them several times with no response. Calls to their office at ###-###-#### results in being on hold for over an hour on multiple occasions without ever speaking to anyone. Their website does not list any fax number.Desired Settlement: Refund of balance of annual rental fee and unused postage.

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 an email received by [redacted] on 2/14/14, the customer received the refund from both the USPS for unused postage and Neopost for the remaining balance on their Neopost USA account. Please find attached the confirmation email from the customer indicating it was received.

Review: I previously had a Neopost meter and then discontinued use of it. Written (postal) notice was sent to Neopost about this. However, I continued to receive upgrade cards in the mail which were returned and later marked as REFUSED and not applied to the meter. Neopost eventually stopped sending them. After returning the meter, I did not receive information on any funds that remained on the meter. I did, however, receive a bill for a range of charges that were for the time that the meter was out of service, and long past the time when Neopost was sent notice.I indicated the error to Neopost, and did not receive another bill. Some time passed and then I started getting past-due notices for my account. I once again indicated the error, and did not receive another notice until more than a year later. I asked for verification of the charges - basically, proof from the postal meter that any postal indicia were printed for any of the dates in dispute as well information on the disposition of any postage remaining on the meter. To date, I received nothing, not even acknowledgement of my request. I have, however, received further bills and despite my written and email requests for proof, have now received a notice stating that my account will go to a collection agency. Interestingly enough, this notice does not specify a value; just a dollar sign ($) with no numbers. Neopost has gone from trying to collect a debt that is not owed, to trying to collect a zero-amount of money.Desired Settlement: Stop trying to collect a debt that is not owed, or provide proof of the debt. I find it very unlikely that someone (without my knowledge) took the meter out of its box, connected it to AC power, connected it to the phone line, had the meter "phone home," printed outdated postage amounts, and then undid the above steps without my knowledge.Additionally, knowing what happened to any unspent funds on the meter would be a plus.

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.

June 11, 2010 an email was received requesting instructions to return the equipment. This was the first notice received regarding the cancellation of the account. Sixty days notice is required for all cancellations, therefore billing ceased 60 days after the June email.

Two outstanding invoices remain:

Invoice 45147604 Due 5/15/2009 $204.15

Review: We began the cancellation of our account with Hasler/NeoPost USA due to the lack of customer service and the poor quality of machinery in May of 2013. It is now March of 2014 and we are still receiving bills, past due notices, etc. Every time we called to check the status of the cancellation, we were told we would need to take extra steps in order to cancel. We were finally able to return the equipment to them in September of 2013 after many phone calls requesting the equipment be picked up. We returned all NeoPost property to them via [redacted]. We have the tracking number that shows the package was delivered on September 10, 2013 and even have the name of the individual who signed for the package. We have since received numerous past-due notices, rental invoices, etc. We have spoken with more than five people at the company and every time we call we are given a case number and told to call back and check on it in a few days. Each time we call back to check on it, they tell us we still have the postage meter. Again, we have a [redacted] confirmation that all equipment was returned to them on September 10, 2013. We even received a refund of the unused postage on our account. NeoPost is impossible to cancel an account with and we would not recommend any business begin service with them. This has been almost a year long battle to cancel the services and quite frankly, we are completely fed up with their poor customer service and duplicitous business practices. We would like to have our account cancelled ASAP. We do not want to be forced into taking legal action against NeoPost.Desired Settlement: Close our account. Stop sending us past due notices.

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 had two meters at the time of cancellation in May of 2013 due to some technical issues they were experiencing. Our records indicate only one was received back in stock by September of 2013 as the customer stated. We are in the process of looking through our inventory to determine if the missing equipment is on hand. The customer was also advised to check with their local office to see if the faulty equipment might have been returned at the time of cancellation. Please let us know if they were able to locate the missing equipment so we may process the return.

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

Review: We are attempting to return equipment and discontinue using Neopost's postage services. The equipment is not dependable and supplies are expensive. After holding for 30 minutes, I was able to speak with a customer service representative who confirm basic information before transferring to a contract specialist, [redacted]. After declining three different offers to continue our service, I was finally told "per our 5 year contract, early cancellation will cost $500." I asked [redacted] for his phone extension so I could call him back after checking if the business owner had a copy of the contract. The business owner advised he did not meet face to face with a sales representative instead began the service by calling a telephone sales representative and did not sign a contract. [redacted] has not returned any of my three phone calls. I also spoke with [redacted] in Customer Service who sent emails and left messages for [redacted] and [redacted] asking to send me a copy of the signed contract. As of now, I’ve received nothing. I contacted [redacted], Loyalty Account Manager, in the Small Business Department requesting a signed contract and she was also not able to help. On January 23, 2015, per [redacted], I sent an email requesting immediate cancellation of our service agreement and to void an invoice for the upcoming three month rental. [redacted] stated the email would be forward to the cancellation department for processing and we could expect no further charges. I was also told packaging and postage would come to our office in a few days. We received a emailed invoice for the next three month invoice and a prorated portion of the early termination fee on January 26, 2015. The contact number listed on the invoice is out of service and the email box does not allow for responses. It appears what I was told by [redacted] was false. Called customer service again with no help and was told nothing else to do except to file a dispute by contacting the out of service phone number. The service representative was not able to provide a correct telephone number.Desired Settlement: We desire the early termination fee of $391.05 be waive since the company is not able to produce a contract signed by the business owner and a representative from Neopost. We also want the upcoming three month service invoice of $68.40 to be waived as we no long want to use the service.

Business

Response:

Thank you for contacting Neopost USA. We strive to resolve all of our customer requests in a timely manner. Attached you will find a signed copy of the agreement date 8/8/13 for a three year term. This went into effect upon sending the equipment on 8/13/2013. To date the customer has only reported one issue with their equipment, which was as recent as 1/29/15. If the customer feels their equipment is still not operating properly, we can have someone reach out to them to troubleshoot further.

Consumer

Response:

Review: [redacted]I am rejecting this response because: the signed contract does not state we have a five year obligation to stay with the service and equipment. Attempted to pull up the rental agreement link listed on the form however the site is no longer available. Please send me a copy of the Neopost Rental agreement. Sincerely,[redacted]

Business

Response:

Thank you for your response. The link for the terms and conditions as it relates to this three year rental agreement can be located at [redacted] The attached document shows the signature date and the term commitment listed for the agreement. In order to proceed with termination, instructions including a total amount due have been forwarded to the customer at [redacted]

Review: We were informed by our Representative,[redacted], that our lease was up and we needed to renew our Lease agreement or else our pricing would increase. The original Lease Agreement was lost here at our office, so we were not able to confirm the lease was actually up.I asked that the Representative send us an e-mail since the Representative said they could not forward us a copy of the original Lease agreement. An e-mail was sent to us February 27th, 2014 stating that our price was increasing to $103.12 per month if we did not renew the Lease for another 63 months.Because of this, we started shopping around and found a better price. We informed the Representative that we did not want to renew the lease. The Representative informed us to send a letter and or call their office headquarters to confirm that we were not renewing the lease. Once we spoke with the headquarters, we were informed that the Representative had lied to us.We were still under contract until January of 2015. In the meantime we had already signed a contract with another company and for new equipment that was in route to our facility. I forwarded the e-mail message to Tamara T. at the Neopost/Mail Finance headquarters. I informed her of what [redacted] had said to us and our predicament. She said that she could not release us of our Lease and that if we did Terminate our lease we would have to pay 100% of the remainder of the lease including an early Termination Fee. She also informed us that the Representative lied to us, and our Pricing was not changing. Now because we were lied to, we have two Mail Machines that we have to pay for. On top of this Issue, the Neopost/Mail Finance Machine does not work properly and keeps breaking down on us.Desired Settlement: We would like Mail Finance to stand by their Representative's([redacted]) statement and written e-mail and release us from their lease without penalty. The Mail Machine from Neopost/Mail Finance has broken down several times, and we are not satisfied with their machine. Their Representative Lied to us and we no longer wish to do business with them.

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.

If the customer wishes to pursue cancellation of the account, please submit the request in writing, preferably on customer letterhead so it may be submitted for processing.

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: The response does not state whether or not [redacted] will be still held liable for early termination fees. [redacted] will accept the resolution, should the business state that [redacted] will not be held liable for early termination fees.

Sincerely,

Business

Response:

Thank you for contacting Neopost USA. We have received the customer feedback, and are unable to proceed further without a written request indicating the customer's intent. With a letter of intent to cancel, we will be able to determine whether the previously quoted lease start end date can be honored. Once the letter of intent to cancel is received, we can research the account to see what has transpired and communicate with the customer if there are any additional monies owed to Neopost USA including any past due balances owed. Please let us know if the customer is willing to provide the request in writing as per the terms and conditions of the signed lease agreement.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have sent all information needed for Neopost/Mail Finance to make a decision. [redacted] is ending its lease with Neopost/Mail Finance. A copy of our termination letter is attached.

Sincerely,

Business

Response:

Thank you for contacting Neopost USA and providing the requested documentation.

Upon receiving the letter of intent to cancel, the information has been forwarded to the local sales office for review and decision. Once a determination has been made taking into account both the customer's signed initial agreement and the email communication between Neopost and the customer, we will send all contract settlement options to the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

From: [redacted]

Sent: Wednesday, June 18, 2014 6:51 PM

To: [email protected]

Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

What steps would you suggest I take next?

The last message from Neopost/Mail Finance was that they were having their local sales office review. I have heard nothing further.

I only keep receiving their statement which seems to be computer generated.

Phone# [redacted]

Fax# [redacted]

Sincerely,

Business

Response:

From: [redacted]

Sent: Thursday, July 10, 2014 4:22 PM

To: [email protected]

Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

In response to this customer dispute, we received the following feedback from our local sales office.

The email that was sent which the customer is providing as evidence of their contract end date was in actuality supplemental to a verbal conversation where the customer was advised by their local sales representative that they were able to renew their agreement at a new rate within a year of the contract end period. The customer was not promised the end date of the contract would be April 2014, but rather if they renewed per their conversation, they could receive a revised rate on their lease corresponding with their bill cycle which ended April 2014.

The customer signed an agreement for a five year term which commenced January 2010, which obligates the customer to live out the term of their agreement to January 2015 contractually.

I apologize for the delay in response. For some reason the link provided was not pulling up, but freezing on my computer until now.

Thanks,

Review: On October 7, 2013, I placed a called with Neopost(phone number ####-###-####)to inquire about upgrading our existing equipment to a current model since the existing equipment we possess was up for renewal. After being placed on hold for about 20 minutes, I was connected with [redacted], a Solution Specialist based out of Dallas. He provided me with information on possible options that would be best suited for our office. After a machine was decided, he told me that he would email me the contract agreement and to fax it back to him. Also he ensured me that the existing invoice reflecting the renewal of our existing equipment will be voided out of the system once the new equipment is shipped. He said that we should expect the equipment within 3 weeks. It is now November 18, over a month. I've tried numerous times to contact [redacted] via phone and email. I've received no response. When I speak to someone at Neopost, they will tell me the same thing, " We will send [redacted] an email and you should get a response." It even got to a point where I asked [redacted] to connect me with his manager. She placed me on the phone with another woman who ensured that [redacted]supervisor was not available and would call me at 2:00 PM ET on 11/13/13 since he was in a meeting. That was a lie. No return call. Such poor customer service.Desired Settlement: I'd like a return call from the head of the department with a delivery date of the equipment at a discounted rate.

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 order was held up in error and has been released to ship to the customer. The sales Manager was able to reach out to the customer and offer compensation in form of a $50 supply credit.

Review: Lack of knowledgeable customer service in the process of terminating the lease all while continuing to be billed past lease expiration
In Jan was in contact with [redacted] to give notice to terminate leaseFound out termination fee was astronomical and it would be less to pay the lease until the endAt that time decided to submit written notice (per contract) for June 7, the day our lease ended and just pay what we owed on the leaseWe were never told by [redacted] or anyone else that the notice was supposed to go to another department and it wasnt validCalled days before lease end to find out what we needed to do to get rid of equipment and was told we would need to submit another notice in writing to an email address they provided because Lee was in a different office and that isnt who it goes toSent emails to that address and never heard a responseSince then have called 4-times to follow up and each time was told something different with every excuse from they have submitted it high priority we would get a shipping label soon, that isn't how the system works but we would hear something soon, it wont terminate until the lease end date now or we will have to pay a fee for a week early termination even though I explained we had fully paid the lease and weren't looking for a refund and just wanted to send machine back, it takes a week from the date it was processed (which I was told now it wasnt processed until June 7, 2013) to hear anything even though I had been told before it was received and in process sometime in May, no I cant drop it off at the local office even if I am willing to drive it to themDuring this time we received more invoices past our lease date because we were told we wont stop receiving invoices until they receive our equipment which we very much want to send back to them but they have not made that possible.Desired Settlement: Would like to be sent a pre-paid shipping label so we can send equipment back, receive a confirmation that it has been received and processed and we don't owe anything else and to stop receiving invoicesAlso, we would like to stop receiving sales calls from them since we cancelled for different reasons and get calls even now before our equipment has even left our office
Business
Response:
Business Response /* (1000, 5, 2013/06/19) */
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
Based on your original request for cancellation, the request was submitted and return labels were emailed to [redacted] on 6/13/Please follow the instructions attached to the email in order to withdraw and schedule the return of the equipmentThis will complete the cancellation of the lease in question, XXXXXXXX
Consumer Response /* (3000, 7, 2013/06/20) */
(The consumer indicated he/she DID NOT ACCEPT the response from the business.)
We still need a confirmation equipment has been received and they arent going to try and charge us for anything else (claimed missing equipment, claimed equipment damage, additional months, etc.)Equipment has been sent
Consumer Response /* (3000, 10, 2013/07/08) */
The following is an email received today (7/8/13) making it seem our account has not been processed correctly yet
[redacted] and [redacted]
Good MorningI hope you had an enjoyable holiday weekendMy name is [redacted] I am your Account Manager for NeopostYour lease agreement on your mail machine has endedYou are now on a month to month agreementI am reaching out to see if you have any time to meet to discuss your options
Please let me know if you have any time in your schedule this week or next to meet
Thank you for your time and consideration
Business Response /* (4000, 12, 2013/07/10) */
Once again, I apologize for the received communicationIt is possible the account information was placed on a contact list for expiring leases coming up for renewal prior to the cancellation being processed
It has been confirmed that the equipment has been received by the Neopost distribution center and contract cancelled moving forward