COLORADO -- We started using Neopost at the end of 2007. We have paid all of our bills annually. I normally pay $176.10 per year. I received an invoice dates 10/1/14 for $981.43. I called Neopost and asked why the additional charges. They stated that they had failed to charge me for equipment rental and I was only paying for rate change protection. This new invoice was back dated to 3/17/13 to 3/16/15. I had previously paid for RCP, that was also charged.
I asked what needed to be done to just return the equipment because I don't need a postage meter for almost $1000. I was told that I was under contract until March 2016. I stated that can't be possible since we haven't signed anything since 2007. I asked for a copy of said contract. I was told by William (Neopost) that I would have to talk to Customer Retention. I talked to Alishia with Customer Retention and she said she couldn't help me with the contract, I needed to talk to Customer Service.
I asked what can I do to just return the meter. She stated there would be a fee of $646.00 for early termination, I again said I haven't signed any contract. I told her to do whatever needs to be done to get me a copy. I was transferred again to customer service. I asked for a copy of the current signed contract and she said she would fax it to me. I gave my fax information and asked how long it would take to receive the fax. I was told 7 business days. Really? This is ridiculous.
I am getting the runaround. They can't just back bill me for something I HAVE NEVER PAID TO BEGIN WITH. I can't get anyone to let me return the equipment. Just getting the runaround instead of any help. I called on 10/23/14 to inform them I still have not gotten any copy of a contract. I was told I could cancel via email. Sent an email and was given a quite of almost $2000 to cancel service now. On October 6th it was $646.00. I tried to reply to the email, but of course it does not go through. Still no one has helped me resolve this problem. They won't even reply to my complaint at the Better Business Bureau.
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."
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.
About four years ago I leased a postage meter from Hasler, a predecessor company of Neopost, and never had a problem. Hasler got bought out by Neopost and suddenly all sorts of new charges appear on my bill. When my lease on the machine was up, I told them I wasn't going to renew the contract because I no longer needed the machine. I kept getting bills which engendered numerous phone calls and letters. Finally, they told me that they would send me a mailing label and I could return the machine. I never received the mailing label. I did get a check from them for $100 for return of deposit or something.
Today, I received in the mail a statement claiming I owed them $42.00 for equipment rental. When my assistant called them to explain that we have been trying to surrender the machine for over a year, the person in billings said we now owe them $700.00 and they would send a mailing label until we paid in full. I then got on the phone and told them where they could put the machine. In thirty five years of law practice I have never worked with a company with such poor billing practices. Do business with them at your peril.
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 General's office.
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.
WASHINGTON, DISTRICT OF COLUMBIA -- The biggest problem is adding postage. If you have bulk mail to apply postage to, you should add postage way in advance. If you don't, you risk facing technical issues, such as constant error messages on "connection to server lost" and other related errors. Don't bank on calling customer service because you will be on hold for a while.
When attempting to call, try early in the morning, but that depends on what time zone you work in vs Neopost's customer service time zone. Such a headache. The online "MyNeopost" account does not show the balance that is reflected on the machine and I find it pointless except for invoice payment recordings. Otherwise, I wouldn't put stocks on Neopost because it's crap.
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 meter, but these guys make it out to be rocket science! Stay away from them at all costs!
ST. PAUL, MINNESOTA -- ***************************
Review already posted here:
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.