Pitney Bowes Inc.

Date 8-31-2015 [redacted] Manager, Marketplace Operations Revdex.com Serving Connecticut [redacted]
[redacted]   [redacted] [redacted]   RE: Revdex.com Please note, I will be forwarding the excel sheet sent to Revdex.com from company through the email system. Dear [redacted], I am in receipt of Revdex.com #[redacted]. This complaint involves the above customer’s desire for either a more robust version/model of their current inserter machine or to escape from the lease associated with this same model inserter altogether. There is a mail machine within the same lease. However, after speaking with the customer today 8-31-2015 at approximately 3:30pm eastern time, they are only complaining about the inserter (model [redacted]). After calling and emailing the owner ([redacted]), I spoke with her husband ([redacted]) who runs the equipment. They have stopped making payments on the lease #[redacted]. In the complaint, the customer alleges the below: “The sales rep guaranteed me that I was getting high quality equipment that would last me at least 10 years past my lease term but actually broke soon after leasing. After multiple calls for service, someone came out and "fixed" the machine. It was not fixed, so I called again and again. At one point, the service technician actually applied tape to try and fix the machine and left. After several more attempts by their technicians it was still not fixed and I had now been unable to conduct business for months. I was also informed by one of the service technicians that these machines had been discontinued because of their proble**, and they had been discontinued since before I entered into the lease.” The fact of the situation is the equipment was installed in late October of 2013. As the attached service history indicates, an entire year went by before the customer placed a service request to Pitney Bowes in October of 2014. 2 different calls were made on the mail machine and 4 total calls were made on the inserter over the course of 30 days. There is no other service history on this equipment. Based upon the service history, this customer accepted the equipment for a year and had some issues surface. Those issues were addressed. Then, the customer used the equipment for another year. As indicated by the attached service history, this customer admittedly did not place a service request to Pitney Bowes for a long time after their purchase. All of the allegations in the complaint were denied today. This is not a discontinued model. The complaints at the point of sale in 2013 regarding sales rep statements was denied by the sales rep Randy P[redacted], and the complaints claimed to be made by the service rep/s involved last October when we last serviced the account were also denied by both service reps Robert T[redacted] and Pete R[redacted]. I interviewed the sales rep and the 2 service reps today. I was, however, able to gain agreement to send a tech out to the site on tomorrow Tuesday afternoon 9-1-2015 (after 2:30pm eastern time per [redacted]’s request). We will make sure both the mail machine is fully functional as well as the machine in question ([redacted] inserter). We do not know the current status of either machine. Plus, if there are problem, we were never notified to be able to do anything about it. [redacted] says the inserter jams every few pieces and we need to look at the sealer on the mail machine. Since it’s been nearly a year since they have had us there to service the equipment, it could take multiple trips to resolve whatever might be wrong. If we are unable to resolve any issue with either machine, we will replace either one via Pitney Bowes’ Satisfaction Guarantee company policy. I explained all of the above to the [redacted] today (8-31-2015).s We strive to give the best service possible for our clients. In that effort, once the above-mentioned service is executed, I will follow up with [redacted] and [redacted], as agreed upon, to confirm the working status of both machines. At that point, if they still do not like the [redacted], I will engage the sales rep to offer another model. This follow up will occur on Wednesday 9-2-2015. Respectfully yours,   Harrison S[redacted] Client Service Manager Global Client Care   M +1 [redacted] F  +1 [redacted] pitneybowes.com   Pitney Bowes [redacted]
[redacted]  [redacted]  [redacted]

I am amazed they are still in business! Our year contract is finally up, and in that time we have not yet had a correct bill. It takes 2-3 hours to go through it with their "customer service" only to find that it is completely wrong and they will rebill. We never get a rebill, just a notice of past-due, different amount, with no explanation. The terms of the contract were never lived up to.

Complaint: [redacted]
I am rejecting this response because: the response did not specify if the lease was cancelled just that they were sending me a box to return the equipment. Also, the person who signed the fist lease did so in her first few weeks of employment without authorization. She is not a check signer or owner of the company. No employee is allowed to sign contracts for this company nor have they ever been allowed to do so. She is the only one at this company who knew she did this. We have had a postage machine of some kind for much of our 30 years in business so we as owners did not find the checks to Pitney Bowes as alarming. Only when this Office Manager resigned did we find this lease agreement. Pitney Bowes should not let any employee say they are authorized to sign lease agreements. They should require signers to also be signers on the checking accounts too. I want out of our lease and I would like to see them change their policy. 
Sincerely,
[redacted]

Roman';">February 27, 2014
 
Revdex.com Dispute Resolution Department
Atten: Paris Chaney
94 South Turnpike Road
Wallingford, CT  06492
Lessee: DR GWYN HARRISON
Lease Account:  4605200 SCH 005
Location: 1047 LONGWOOD AVE, CUMBERLAND    MD 21502
Revdex.com File # 9944272
Dear Ms. Chaney:
Thank you for the opportunity to assist you regarding DR GWYN HARRISON Lease Account. 
It is my understanding that DR GWYN HARRISON is requesting termination of the lease.  Our records show DR GWYN HARRISON entered into a 57 month lease agreement commencing 6-30-2009 and is set to expire 3-30-2014.  This agreement requires 19 quarterly payments and only 18 have been received as of 10-4-13.  One final payment is required to satisfy the agreement.
Leases are non-cancelable agreements per the terms and conditions.  The final balance due is $ 376.96 and will required for payment in full by 3/15/2014 to settle lease.  Once lease is paid in full, Pitney Bowes will provide packaging and pre-paid UPS label for return of equipment.   We will waive the late fees and equipment return fees as courtesy with their payment.   Payment should be mailed to the following address for termination of lease:
Pitney Bowes Global Financial Services LLC
2225 American Drive
Neenah,   WI  54956-1005
If we can be of any further assistance, please do not hesitate to contact me.
Respectfully, 
Lorna Russell
800-840-0523 ext 5570
[email protected]
Technical Support lead
Pitney Bowes Global Financial Services
cc: Office of the President

November 16, 2016 Revdex.com Serving Connecticut [redacted], Complaint and Inquiry Consultant 29 Berlin Rd. Cromwell, CT 06416   RE: Revdex.com [redacted]   [redacted]
[redacted] Dear Ms. [redacted],   I am in receipt of Revdex.com [redacted].   ...

After researching the complaint I am issuing the following credits per the client’s satisfaction.  I tried calling the client at 1:15pm; however, there was no answer.  I have sent an email to the client confirming the following.  
[redacted]   Total to be credited back is $149.79   My sincere apologies for the inconvenience.  Pitney Bowes strives to provide the best possible customer service.        Respectfully yours,   Tanja [redacted] Customer Advocate  Office of the President

November 30, 2016 Revdex.com Serving Connecticut
14pt; font-family: "Times New Roman", serif;">[redacted]
*
[redacted]   [redacted]   I am in receipt of B[redacted].  We are working to process credits to the account per the complaint that the commencement date of the newly signed lease did not process to begin in April.    9/14 3301450796 $231.00 4/10/16-7/9/16 9/23 3301591926 $139.80 7/10/16-10/9/16 9/23 3301591849 $139.80 10/10/16-1/9/17 **Total credit processing is $510.60   Upon the review of the account, Pitney Bowes is investigating the root cause of the processing timeframe on the new agreement.   Pitney Bowes strives to give the best customer service.  The credit request above will complete within the next 48 business hours.   Respectfully yours,
[redacted]

I have been trying to cancel our contract with Pitney Bowes, I have waited on the phone a total of about 2 hours. They say I must wait til my bill in February and pay it before I can cancel. I have also sent emails, that were forwarded somewhere and a "case" was set up??
I simply want to return their equipment. This is easier said than done.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Going forward, I would suggest they discontinue the practice of mailing invoices out a week after the invoice is processed, and discontinue the practice of holding and not posting a received check payment until after the due date.
Sincerely,
[redacted]

Feb 11, 2015
 
To Revdex.com, Inc.
Attn: [redacted]
[redacted]
[redacted]
 
[redacted]
[redacted]
[redacted]
 
Lease [redacted]
RE: Revdex.com [redacted]
 
Dear [redacted]
 
In response to [redacted], our records indicate the Purchase Power account that was used to buy postage and supplies was over 91 days past due when [redacted] assistant tried to order ink.
 
Purchase Power is a line of credit and if goes over 60 days past due, Pitney Bowes will suspend any activity until the account becomes current. When [redacted] called regarding the account that is when he discovered his payment posted to his lease account. He was advised that the payment could be transferred and would take 3-4 days to apply.
 
The customer has requested to cancel without penalties as he felt this was unacceptable.
 
The ink order arrived and was refused by the client.
 
On 12/31/2013 there was an inquiry with a credit on the client’s account. The agent spoke with [redacted] and advised of the 3-4 days transfer time. The client was aware of Pitney Bowes transfer processing time.
 
On 02/02/2015 a settlement letter was sent per client’s request. (Please see attached).
 
To ensure Purchase Power payments are applied correctly, the remit to address for Purchase Power payments is enclosed.
 
Make checks payable to: Pitney Bowes Purchase Power
Purchase Power
[redacted]
[redacted]   
 
Overnight Address
Purchase Power 
Attn: [redacted]
[redacted]
[redacted]   
 
Respectfully,
 
[redacted]
Pitney Bowes Leasing Support
[redacted]
[redacted]
[redacted]
[redacted]
 
Cc: Pitney Bowes Office of the President

Complaint: [redacted]
I am rejecting this response because: I would still like to be refunded the money that was charged to my credit card since the original request to close the account back in April 2016. There have been monthly charges of 17.07, the most recent charge was December 17th, 2016 of the same amount. There should be a total refund of $153.63
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was not given the option to restructure the lease, per their claim. I will be writing to Congressmen, the Congressional Small House Business Committee and the [redacted] because this company relies on [redacted] infrastructure, is obviously authorized to provide access to [redacted] by the [redacted], but their policies clearly do not support the administrations goals of small business development.Additionally, despite the claims from Pitney Bowes in their response in which they said they attempted to contact me several times, which they did, the representative from the office of the president of Pitney Bowes did not leave a phone number so I could return the call. I'm in meetings all day, so the calls came at times when I could not answer my phone. Two claims are essentially false. The claim of contact is true, but without a return phone number, the effort was clearly hollow. Secondly, no one spoke with and there's no email with written proof of information regarding the option to restructure the lease. If this is valid, the information can be sent via email to the email on the account of the business. Meanwhile, I'll continue my letter writing because this is an affront the efforts of small business development in the United States, using assets of U.S. government infrastructure.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this offered resolution is satisfactory to me.
However, I have not yet received a phone call to schedule pick-up of Pitney Bowes equipment. As their offer is on the condition that equipment be back in their possession, we cannot consider this resolved until Pitney Bowes demonstrates follow-through. We will notify Revdex.com when Pitney Bowes picks up their equipment and sends final written notification that our account is clear, all leases are cancelled and no balance is owed.  Because previous attempts to resolve this matter without the assistance of Revdex.com have been delayed or ignored by Pitney Bowes, I request that this complaint remain open until all offers of resolution have been completed.
Sincerely,
[redacted]
P.S. I am attaching files that are referenced in the original complaint so that Revdex.com's information is complete.

Please see attachment. Sincerely,  Tatum W[redacted]Customer Advocate  [redacted]Pitneybowes.com Pitney Bowes1313 N. Atlantic Ave Suite 3000Spokane, WA 99201

Complaint: [redacted]
I am rejecting this response because:Most of what is stated in the response is incorrect. The first thing I noticed is posting a quote that said "Pitney
Bowes will provide new a meter customer with a 50% credit on initial
postage downloads, up to a maximum of $200 (excludes applicable taxes)." I did not even receive any sort of free postage at all, it is correct that I refilled my postage twice (but I did not get $200 free). You also stated "On 2 different occasions the client called Pitney Bowes and PB explained the advantage of this 12 months deal." Not once did I call in regarding any sort of contract or agreement. The only times I've ever called were to report hidden fees, billing errors, and recently, to cancel. Also mentioned, you claim I checked a box that said "I agree to the Terms & Conditions and confirm that I have the authority to enter into the transaction(s) on behalf of the company.
As per the terms and conditions of the deal the full 12 months contract is binding." Once again, I never check a box that stated that, and it seems Pitney Bowes cannot provide proof I did. Have a look at the file I submitted on my first message - it clearly shows a month-to-month rental (not lease) with absolutely no mention of any contract at all. I will also add in again, that I am under 19 years of age, which in my province means I cannot enter into a binding contract or agreement. A simple contact to my lawyer and for that reason alone, I've got a winning case. I would like to resolve this peacefully without contacting my legal counsel but if that's what it takes to win this battle, I am certainly prepared to seek further assistance from my attorney.
Sincerely,
[redacted]

December 14, 2015
Revdex.com Serving Connecticut
Attn: [redacted]
RE: Revdex.com # [redacted]
Dear Ms. [redacted],
Pitney Bowes is in receipt of Revdex.com complaint #[redacted] for [redacted] account...

filed by [redacted]. Pitney Bowes understands the frustration of the client [redacted] regarding the postage refund.
In reviewing the account I show the refund request was received on November 24 2015. Prior to November 24 2015 I am not showing a refund form had been received by Pitney Bowes. The confirmation number for the November refund request is [redacted]. The funds were swept from the account in September 2015 by the [redacted] as the account was inactive.
The funds have been re-applied and the refund has been processed. The check should arrive within 10 business days.
Pitney Bowes appreciates all of your feedback and apologize for any miscommunication.
Respectfully yours,
Carrie S[redacted]
Case Manager, Client Experience
T + ###-###-####
[redacted]
Pitney Bowes
[redacted]
Cc: Office of the President

December 28, 2016
Revdex.com Serving Connecticut
font-size: 14pt; font-family: "Times New Roman", serif;">[redacted]a, Complaint and Inquiry Consultant
[redacted]
 
[redacted]
 
L[redacted]
[redacted]
[redacted]
 
I am in receipt of Revdex.com 1[redacted] have requested that the return materials be sent to the client and the account reflect a $0.00 balance due.  Please allow 10 business days for the return materials to arrive.
 
My sincere apologies for the inconvenience.  Pitney Bowes strives to provide the best possible customer service.
 
Respectfully yours,
 
[redacted]
Customer Advocate 
Office of the President

Seriously flawed company, took 1.5 hours on the telephone via 3 people to be told we should have considered not signing the non-refundable, non-cancellation contract, as our company closed it doors. Poorest customer relations in history.
I would suggest slamming the door to any Pitney Bowes sales reps. as they are certainly not an ethical company.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find...

that this resolution is satisfactory to me.
However they told me many times in the past that they will take care of the issues and never followed up on them
Sincerely,
[redacted]

May 21, 2014
6pt; font-family: 'Times New Roman','serif';">
Revdex.com of CT 
RE: Revdex.com # 10050643
North Carolina State Optometric Society
150 Fayetteville St, Ste. 920
Raleigh, NC 27601-2956
Dear Ms. Shea,
Pitney Bowes is in receipt of Revdex.com complaint # 10050643.  Pitney Bowes understand the frustration of the customer Lauren Godwin in regards to the cancelation of the Pitney Bowes agreement.
Pitney Bowes has talked to Lauren and offered to send a field service representative to train her associates in both January and February 2014. Pitney Bowes is still willing to set another service call in the system to have all associates trained on the mailing equipment. Pitney Bowes has also offer Lauren a restructure to the lease, which is extending the lease a number of months to lower the quarterly payment, this option was declined by Lauren.
On 02-09-2011 [redacted] on behalf of North Carolina State Optometric Society, signed a 69 month lease contract with Pitney Bowes for the lease of a postage meter system and a document processing project management system. When the contract was signed all terms and conditions were agreed to. While Pitney Bowes deeply regrets any perceived poor customer service, the lease contract is a binding contract. Per the terms and conditions of the lease; “You may not cancel this Lease for any reason. All payment obligations are unconditional” I have attached the contract as well as the terms and conditions.
Lauren Godwin has called Pitney Bowes multi times seeking to cancel the lease agreement and has been provided an Early Termination quote that spells out the exact dollar amount that would need to be paid to satisfy the terms and conditions of the agreement. This quote has been refused therefore Pitney Bowes is willing to reduce the amount from the original quote of $25,839.33 to $15,000.00 good until 6-21-2014, this reduced amount will be the final early termination offer for North Carolina State Optometric Society.
The payment can be mailed to the address listed below; once received the removal will be processed for the leased equipment. If the early termination is not paid the lease will continue to bill.
Pitney Bowes appreciates all of your information and feedback.  This assists us in educating our staff to ensure we provide Excellent Customer Service.
Respectfully yours,
Pitney Bowes
Departure Team
2225 American Dr., Neenah WI 54956
###-###-#### / [email protected]
Cc. Office of the President

July 10 2015
Revdex.com Serving [redacted]
Attn: [redacted]
 
RE: Revdex.com # [redacted]
 
[redacted]  
[redacted]
Dear Ms. [redacted],
 
Pitney Bowes is in receipt of the Revdex.com letter...

for complaint # [redacted] Pitney Bowes understands the frustration of the client [redacted] regarding the continuation of the invoicing for the software maintenance coverage.   
 
In reviewing the account I do show that the client was billed for the software maintenance which covers the software updates needed for [redacted] Addressing system in January 2013. The coverage was then cancelled in February 2013. We received a phone call in May 2013 asking for a software update for the [redacted] Addressing system. The coverage was added back to the account so the client could get the updates. The client received an invoice in July 2014, this invoice was cancelled in August 2014. I am showing however the invoice was cancelled ,but not the actual coverage there for it did bill again in July 2015. I am showing the coverage has been removed from the account. It will not bill again in 2016.
 
 
Pitney Bowes appreciates all of your information and feedback.  This assists us in educating our staff to ensure we provide excellent Customer Service.
 
Respectfully yours,
[redacted]
Case Manager, Client Experience
T + [redacted]
 
[redacted]