Neopost

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Do Not Lease Postage Equipment From Neopost
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WILMINGTON, DELAWARE -- We leased a Postage Meter from Neopost 4 years ago for our small business. It has been a nightmare!!! There are so many hidden charges, no one could afford it. They charge you over $150.00 for a ribbon cartridge! Every time the mail goes goes up they try to charge you for the updates. After only a few months they tacked on a monthly "Equipment Use Tax" without telling anyone. They have been sold or merged 2-3 times since I've been with them and you never know whom to call. The original salesman must have changed his name - can't locate him. Their Customer Service is non-existent and they are the rudest people you will ever have to talk to. If you try to terminate the Lease they won't even talk with you. They tell you to "put a request to terminate in writing to receive a quote for termination"!!! NOBODY TALKS WITH YOU.

The machine constantly jams, the envelope sealer hasn't worked since we got it, you waste postage all the time as the envelope does not go through but the postage is deducted anyway. Don't even think about getting that money back! They tried to charge me an extra $50.00 to use their automated postage add on. Now, that is using MY money to pay for the postage - not theirs - and they wanted to charge me for the convenience! What a racket!

Read the fine print very carefully, no matter what the salesman tells you. That's my fault.
     
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Do Not Get A Neopost Postage Meter
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ST. PAUL, MINNESOTA -- In Summer 2008, our animal nonprofit organization decided to rent a postage meter from Neopost. The meter kept deducting money from our postage account without printing a postage label. When I asked for a refund on the $16 in postage the machine ate, they ignored me. I filed a Better Business Bureau complaint, and Neopost ignored that too! Finally, from not getting what we paid for--a working meter and customer service--we made a request, in writing, for a refund on the remaining 10 months of service we prepaid. Neopost told me, in writing, that they agreed to the refund. They even sent a return shipping label. However, once they received the meter back, they claimed they did not agree to a refund and refused to process the refund. Now we are without the meter and our money!

This is a fraudulent company. Do not do business with them! I am going to post complaints about this scam all over consumer protection sites to warn other consumers.
     
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diane p on 2014-04-08:
Terrible customer service. Same here as above. Cannot get any information on how to return the machine. I even overnighted our nonrenewal statement, they state ' oh we don't have this and it was too early for your 'termination'. Ummm I'm not terminating, I'm “not RENEWING”. Big difference. Then followed up in January. Stated -send us a FAX this time. It is the proper channel. Did that. Did another follow up after the fax. Oh, too late you're renewed and we never go the fax. Send us an email. To which I have a receipt. Waited 20 days like they asked. Cannot not get a hold of them now. Have receipts (x3) of our correspondence going to them per their requests. Just want to properly return machine safely to them. I'll even drive it over to local branch if feasible. Will call local branch for help. This is up in May. Machine does not belong to us. Stopped our banking with them so no more payments authorized. Sue us I guess. I did manage to find the withdrawal instructions on the internet so will be doing that since they are of no help. Long term customer of Neopost. LOVE the maintenance people though. Top notch. We'll miss that. Even though it was a nice machine. I can count on one hand the number of problems and that is over 12 year relationship. So yes you're getting a very good product. But the staff - sales and customer service (not maintenance) people ruin it for you. Very unpleasant experience over all and in the end. When I managed to get someone on the phone, ha! miracle, they asked if we wanted to keep machine another year at lower rate. I asked the staff and they were like NO WAY! Get this company out of our lives. We gladly are going back to licking stamps thank you.
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Neopost - worst customer service I have ever had!
Posted by on
Neopost's customer service almost pushes me to physically taking our mail back to the post office every evening. These guys are terrible! I am on hold for 30 minutes every time I have a billing issue, which is every billing period. They automatically enroll you in their "rate change" program, which is completely worthless. I tried to make changes to my account and found that just about every person that I spoke with was incompetent. It is a stinking postage meeter, but these guys make it out to be rocket science! Stay away from them at all costs!!
     
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oldisgood on 2011-09-28:
I retired from the post office and used to set the post meters that were brought into the post office. They were Pitney-Bowes meters. I do not understand what you are talking about. Could you explain a little clearer, your problem
oldisgood on 2011-09-28:
Sorry again. Just reread the post. It was billing issues not setting the meter issues. M3C won't let me edit and remove the post.
NeopostUSA on 2011-09-30:
Dear joerogers754,

I sincerely apologize for any inconvenience that Neopost may have caused you. We would like an opportunity to personally address these challenges with you in hopes that we can make your life easier. From your review we can see that you are having several issues with Neopost and we are sorry to hear this. We take our customer feedback seriously and are always striving to improve our services.

Is there a phone number where you can be reached? We would like to speak with you personally in order to address these issues further. Shoot me a message through this board if you can - or feel free to alert me via Twitter (@neopostinc) and we can go from there.

Thank you for your time, and for being a valued customer. We look forward to hearing back from you.
Elaine on 2012-01-31:
We just paid off a lease with Neopost. We had a dollar payoff. After six years and close to thirty thousand dollars we were told that the mailing machine would not operate without a meter. We had hoped to use it for sealing only. We quit using the meter three years ago because it timed out and we could not afford the ink. This is a wj220. Since we can't use it,unless there is a way to overide the meter, I would like to know how much we could get for it, or if anyone knows how to overide the meter.
Hope someone can help.
Elaine
Office Administrator on 2012-05-25:
We are in the midst of paying off a lease with Neopost. Absolutely, totally, completely horrible customer service. If I hadn't kept copious notes over the course of two years, we couldn't have gotten rid of this machine. As of now, the meter is returned to Neopost per their instructions, but they're doing everything they can to trip us up on automatically renewing the three-year lease. Also, the Postage On Call account has over $2000 sitting in it which I've submitted the paperwork to get returned to the company. This is supposed to happen in three weeks. I've set a reminder in my Outlook to call again in three weeks and find out if the refund has been sent. Totally do-it-yourself "customer service."
John on 2012-10-05:
Thanks for all the imput. I am tired of dealing with companies and their leases, and this all sounds so familiar. I will not be using their service.
Trader on 2013-01-07:
I have been trying to cancel our service with Neopost since September 25th, 2012. I have received two auto responses acknowledging receipt of my cancel and one real response from a person forwarding my request to customer retention to handle. After 6 weeks of hearing nothing and receiving a bill, I contacted customer service and they said that they had no record of my cancel. That was mid November. They gave me a case number and I thought I was all set, then received another bill from them 5 weeks later. The case number was not active, so they gave me a new one, put in a rush cancel and said I would hear something in a few days. That was a week ago and I've heard nothing. They are awful and I am sorry that I had fought with upper management to keep them for the past two years. That will NEVER happen again.
Mackenzie on 2013-06-28:
Neopost has the WORST customer service ever. The way the company is run is incredibly ineffiicent. They contiually send us incorrect billing and now are billing us double for a machine we DO NOT USE... and they wil lNEVER respond back to you.

I NEVER would recommend NEOPOST to ANYONE.
Unquality Event on 2013-07-16:
I'm having the same problems returning a leased machine as others have posted. There is a complete lack of competence at Neopost.
Ditto on 2013-07-24:
Sounds by the response on this site that I am not the only one having issues with Neopost! Since March 2013, they have been double billing me. I call customer service and think I have it taken care of, to only receive another duplicate bill in the mail several weeks later! I am at my wits end and am thinking of not renewing in September. It sounds like they make that difficult also! I was told they merged with a company named Hassler and that is what has caused all the problems. Please, it shouldn't take a rocket scientist to figure out billing!!
Never Again on 2013-09-09:
Yep, worst customer service I've ever experienced. I spent at least 20 hours total trying to do a return for their own equipment. Nobody knows what's going on, they keep sending me outdated RAs, there's no direct phone number to the returns department, I'm told that I can't talk to a supervisor (after literally 2 months trying to sort this out). Just AWFUL. I can't wait until I no longer have to deal with them. Worst company ever. Never, ever again.
Maxwell on 2014-01-31:
Trying to return a system to them has been a nightmare. We canceled with them in August and it is now Jan 31st. They just sent another bill to us. Honestly, go some place else. This company is a total failure.
Diane P on 2014-04-08:
Terrible customer service. Same here as above. Cannot get any information on how to return the machine. I even overnighted our nonrenewal statement, they state ' oh we don't have this and it was too early for your 'termination'. Ummm I'm not terminating, I'm “not RENEWING”. Big difference. Then followed up in January. Stated -send us a FAX this time. It is the proper channel. Did that. Did another follow up after the fax. Oh, too late you're renewed and we never go the fax. Send us an email. To which I have a receipt. Waited 20 days like they asked. Cannot not get a hold of them now. Have receipts (x3) of our correspondence going to them per their requests. Just want to properly return machine safely to them. I'll even drive it over to local branch if feasible. Will call local branch for help. This is up in May. Machine does not belong to us. Stopped our banking with them so no more payments authorized. Sue us I guess. I did manage to find the withdrawal instructions on the internet so will be doing that since they are of no help. Long term customer of Neopost. LOVE the maintenance people though. Top notch. We'll miss that. Even though it was a nice machine. I can count on one hand the number of problems and that is over 12 year relationship. So yes you're getting a very good product. But the staff - sales and customer service (not maintenance) people ruin it for you. Very unpleasant experience over all and in the end. When I managed to get someone on the phone, ha! miracle, they asked if we wanted to keep machine another year at lower rate. I asked the staff and they were like NO WAY! Get this company out of our lives. We gladly are going back to licking stamps thank you.
diane p on 2014-04-08:
Terrible customer service. Same here as above. Cannot get any information on how to return the machine. I even overnighted our nonrenewal statement, they state ' oh we don't have this and it was too early for your 'termination'. Ummm I'm not terminating, I'm “not RENEWING”. Big difference. Then followed up in January. Stated -send us a FAX this time. It is the proper channel. Did that. Did another follow up after the fax. Oh, too late you're renewed and we never go the fax. Send us an email. To which I have a receipt. Waited 20 days like they asked. Cannot not get a hold of them now. Have receipts (x3) of our correspondence going to them per their requests. Just want to properly return machine safely to them. I'll even drive it over to local branch if feasible. Will call local branch for help. This is up in May. Machine does not belong to us. Stopped our banking with them so no more payments authorized. Sue us I guess. I did manage to find the withdrawal instructions on the internet so will be doing that since they are of no help. Long term customer of Neopost. LOVE the maintenance people though. Top notch. We'll miss that. Even though it was a nice machine. I can count on one hand the number of problems and that is over 12 year relationship. So yes you're getting a very good product. But the staff - sales and customer service (not maintenance) people ruin it for you. Very unpleasant experience over all and in the end. When I managed to get someone on the phone, ha! miracle, they asked if we wanted to keep machine another year at lower rate. I asked the staff and they were like NO WAY! Get this company out of our lives. We gladly are going back to licking stamps thank you.
diane p on 2014-04-08:
Terrible customer service. Same here as above. Cannot get any information on how to return the machine. I even overnighted our nonrenewal statement, they state ' oh we don't have this and it was too early for your 'termination'. Ummm I'm not terminating, I'm “not RENEWING”. Big difference. Then followed up in January. Stated -send us a FAX this time. It is the proper channel. Did that. Did another follow up after the fax. Oh, too late you're renewed and we never go the fax. Send us an email. To which I have a receipt. Waited 20 days like they asked. Cannot not get a hold of them now. Have receipts (x3) of our correspondence going to them per their requests. Just want to properly return machine safely to them. I'll even drive it over to local branch if feasible. Will call local branch for help. This is up in May. Machine does not belong to us. Stopped our banking with them so no more payments authorized. Sue us I guess. I did manage to find the withdrawal instructions on the internet so will be doing that since they are of no help. Long term customer of Neopost. LOVE the maintenance people though. Top notch. We'll miss that. Even though it was a nice machine. I can count on one hand the number of problems and that is over 12 year relationship. So yes you're getting a very good product. But the staff - sales and customer service (not maintenance) people ruin it for you. Very unpleasant experience over all and in the end. When I managed to get someone on the phone, ha! miracle, they asked if we wanted to keep machine another year at lower rate. I asked the staff and they were like NO WAY! Get this company out of our lives. We gladly are going back to licking stamps thank you.
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Horrible customer service, unfair contract
Posted by on
SAN MARCOS, CALIFORNIA -- I have been trying to request a quote to cancel the remaining term of my lease from Neopost since May of 2009. It is now Oct 2009 and I finally have an answer from them. It took multiple faxes, phone calls and emails to get a hold of anyone at that company that cared about their customer service. Usually when we called we were on hold for almost an hour. We recently received the cancellation buyout amount on our contract. The buyout price is the full amount of the contract. There is no buyout terms, you just get to pay all of your monthly payments for the remainder of the term all at once. What a deal. Be very careful when you sign your contract. On my contract the equipment lease section had a no cancellation clause while the postage meter portion had a "fair" buyout clause. Unfortunately I have no idea what the postage meter portion is since it evidently did not apply to my situation. I will never lease equipment from them again! Salesman will tell you anything to sell a lease.
     
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Frustrated in CA on 2013-03-11:
Stay away from this company! We had the same experience when we tried to terminate our lease. We paid our bill faithfully for over a year and then our machine malfunctioned and we couldn't get any assistance. We tried to contact our sales rep and customer service numerous times and nobody would ever get back to us. Not to mention you have to wait on hold for 45 minutes when you call. Our sales rep just disappeard! After months of this, we tried to cancel our lease and they said "sure", but we had to buy out the remainder of our lease (over $6,000) to cancel. Wow! In other words, you can't cancel. We finally just stopped paying them and we let the Finance division know why. They said they would help get a sales rep to assist us and nothing. Fast forward - a year later they are suing us for that $6,000 which we would be glad to pay if we had a working machine. So now we have a broken machine that is of no used to us and a collection attorney to deal with. This company has extremely unethical business practices and horrible customer service. They lease faulty equipment, refuse to rectify the situation and make you pay for it. Don't be fooled by this company. I believe this company is a SCAM and should be investigated.
FedUp in CA on 2013-08-22:
I agree with both of you! Our lease ended a few months ago and they are still sending me invoices. Not only that, I had to send them a cancellation letter to tell them to not renew our lease agreement. No matter how many fax confirmations came back saying they got the paperwork, they say that they never received it. Will NEVER lease from this company again! Horrible, TERRIBLE customer service!
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StarEmpty StarEmpty StarEmpty StarEmpty Star
12 Month Not 24 Month Contract
Posted by on
Rating: 1/51
MILFORD, CONNECTICUT -- Accepted meter contract from Neopost in July 2013, employee stated it was a 12 month contract and the contract that was accepted and signed by us had the 24 month checkbox UNCHECKED. On calling them to terminate in March 2014, they are insisting it is a 24 month contract, although they say it is not marked 24 months, it still means it. There statement is:

Because there are no other options, that is the sole offered rate within the signed agreement, therefore the terms they will be held to contractually

Complaint has been routed to BBB (which is worthless so far) and to the Arizona Attorney Generals office.
     
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StarEmpty StarEmpty StarEmpty StarEmpty Star
The Terrible, Awful, No Good Postage Meter Company
Posted by on
Rating: 1/51
Our lease was due to expire in April of 2014 so we sent them a letter informing them that we would not be renewing in February of 2013. In April of 2014 we received an invoice for our next quarterly lease payment covering May - July 2014. I called Neopost and they were unaware of our cancellation. The customer service representative asked if I'd called it in. I told her that we had mailed cancellation letters to both the corporate office (returned as undeliverable) and the local branch over a year earlier via certified mail, return receipt requested and that I was holding the signed receipt in my hand at that moment. Had we not sent the letter return receipt, I have no doubt that Neopost would've re-upped us.

Worst customer service ever. Here's what I wrote in the survey they just asked me to take:

It's almost impossible to connect with the correct department on the first try. It seems like there's a new number for the department you need to reach every time you call. Neopost has customer numbers for us that we have never known about and the customer number we do have is recognized less than half the time. Even when you do connect with the right department, issues are rarely resolved with just one call. Even the simplest requests involve talking to a minimum of two people (with the exception of our final call). We're all relieved that our lease is up and that we never have to deal with Neopost again. I would personally lick and apply stamps to all of our business mail for the rest of my career before ever being a Neopost customer again.
     
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