BBB Accredited Business since

FP Mailing Solutions

Phone: (630) 827-5500 Fax: (630) 827-5860 View Additional Phone Numbers 140 N Mitchell Ct  Ste 200, Addison, IL 60101 http://www.fp-usa.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that FP Mailing Solutions meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for FP Mailing Solutions include:

  • Length of time business has been operating
  • Response to 92 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

92 complaints closed with BBB in last 3 years | 37 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 3
Delivery Issues 29
Guarantee/Warranty Issues 12
Problems with Product/Service 36
Total Closed Complaints 92

Customer Reviews Summary Read customer reviews

8 Customer Reviews on FP Mailing Solutions
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 7
Total Customer Reviews 8

Additional Information

BBB file opened: May 23, 2008 Business started: 01/01/1994 Business started locally: 01/01/1994 Business incorporated 01/01/2000 in DE
Type of Entity

Corporation

Business Management
Michael Hannon, Quality Mgr. Mr. Tony Malek, CEO
Contact Information
Principal: Michael Hannon, Quality Mgr.
Business Category

Mailing Machines & Equipment Manufacturers & Producers Mail Box Rental & Receiving Mailing Services Office Equipment Merchant Wholesalers (NAICS: 423420)

Alternate Business Names
Francotyp - Postalia Inc. Francotyp-Postalla, Inc Francotype-Postalia Postalia, Inc.

Customer Review Rating plus BBB Rating Summary

FP Mailing Solutions has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 140 N Mitchell Ct
    Ste 200

    Addison, IL 60101 (630) 827-5500

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/5/2016 Problems with Product/Service
2/1/2016 Problems with Product/Service
1/30/2016 Problems with Product/Service
12/21/2015 Problems with Product/Service
12/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Postage machine never worked correctly from day one. It has a ink cartridge and if you do not use the machine constantly it dries up. Especially after a weekend away from the office it would not print the postage until at least 4 to 5 envelopes were used. The first 2 slides in were blank and the after the 4th or 5th time it would be a slight imprints but still not enough to be able to see postage clearly. However each time we put an envelope through it would deduct the postage. Thus loosing money. Of course when we complained about getting our money back for each stamp, they said we had to deal with USPS directly. They sent us a new ink cartridge but the same problem happened. Then we were told to shake the cartridge before we used it. That is ridiculos first off the red ink came out all of the place and to begin with we should not have to take out the cartridge each time we want to stamp an envelope! Each time we complained via phone call we receive a stupid answer, shaking the cartridge print in bulk... We have been asking for weeks now to just let us know what we need to do to send the machine back. They said we can't sent it back and can't get out of our contract and that we still owe them until April 2017 per our contract. They say they did give us a choice.. go to another machine. They were not even willing to give us this other machine for the same price as we were paying now! How is this helpful?

Desired Settlement: We are seeking a cancellation of our agreement with them and only owe up to date and not owe another cent! We would like this in writing that our contract is though and no other payments besides what we rightfully owe. No other payments are owed up until April 2017.

Business Response: The issue is being resolved directly with the business.

12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was advised by FP Mailing Solutions that under 39 CFR Part 501 (The United States Postal Code) that my postage meter would become obsolete because the USPS is phasing out traditional post-marks and replacing them with QR Code marks. I was told to upgrade to the Post Base Mini which I ordered. First week of September the FIRST Post Base Mini arrived. I set it up and tried to install the ink cartridge. The machine was defective in that the cartridge receiver was not centered and when I tried to press the release button, the button snapped off making it impossible for install the cartridge. FP got on the issue and promptly sent me a replacement machine. I have used that replacement machine through November 23rd when the ink cartridge ran out and I had to install a new one. Same issue as the prior machine, the cartridge release button snapped off when I tried to release the old cartridge. Called FP and was told they would ship me a different machine that would not have the ink cartridge issue,an "Opti 30." I waited until after Thanksgiving to find out if the new machine was on it's way and asked for a tracking number. I was told nothing had been shipped to my business and that all they had was a contract for the new machine AND that the person I needed to speak to would not be in until Monday. In the mean time I am supposed to wait a full week with no postage meter. I run a law practice where I swear out certificates of service that I put postage on an envelope on a particular date and now I need to go to the post office to do so. What kind of business tells its customers that only one person in their entire operation is able to resolve my issue?

Desired Settlement: Ship me a working machine by overnight delivery or cancel my contract and pick up your broken machine

Business Response: The issue has been resolved directly with the business.

12/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told when looking for a postage meter that I would get one month free and $60.00 free postage. I was also told there would be no fee for buying postage. When I found out about this I wanted to cancel the contract but was told I was stuck with it for a year, and that was just the way it was.

Desired Settlement: Want then to cancel contract and take meter back

Business Response: The offer described is not one that is provided by FP Mailing, as it is an offer made by a similar company in the industry - a competitor of FP. There may have been some confusion regarding the offers provided to the business. The postage payment options are listed with the terms and conditions that govern the rental agreement. There are several options for funding the postage meter / account, of which two of the options have no fees associated.

11/19/2015 Delivery Issues | Complaint Details Unavailable
10/16/2015 Problems with Product/Service
10/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Francotype-Postalia, a/k/a FP Mailing Solutions continues to harass us by sending statements demanding that we pay $85.38 which we do not owe. We have advised FP that we have paid our bill with FP in full and their agent has agreed that we are correct in this regard. Nevertheless, FP continues to send statements to our office. (Copy attached.) We receive these statements from FP at least monthly, and sometimes more frequently. FP is also sending statements for another one of their customers to our address. We want them to stop sending statements to us. Also attached are email communications from our office to FP and from FP's agent, *************, to our office confirming that our FP Account Number ********* has a zero balance due. We advised FP that if said harassment does not cease, that we will contact the Better Business Bureau and if that does not resolve the problem, that we will take additional measures for the relief that we seek.

Desired Settlement: Francotype-Postalia, a/k/a FP Mailing Solutions continues to harass us by sending statements demanding that we pay $85.38 which we do not owe. We have advised FP that we have paid our bill with FP in full and their agent has agreed that we are correct in this regard. Nevertheless, FP continues to send statements to our office. (Copy attached.) We receive these statements from FP at least monthly, and sometimes more frequently. FP is also sending statements for another one of their customers to our address. We want them to stop sending statements to us. Also attached are email communications from our office to FP and from FP's agent, *************, to our office confirming that our FP Account Number ********* has a zero balance due. We advised FP that if said harassment does not cease, that we will contact the Better Business Bureau and if that does not resolve the problem, that we will take additional measures for the relief that we seek.

Business Response: Initial Business Response /* (1000, 5, 2015/10/14) */ The invoice has been waived and the account closed. Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/14/2015 Problems with Product/Service
10/2/2015 Delivery Issues
9/25/2015 Delivery Issues
9/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: August 5, 2015 Sales rep Johnelle ******** Meter Serial # XXXXXXXX, Account # XXXXXXXXX, payment : direct withdrawal from checking account. Was in contact with Johnelle during agreement through phone and email. She was always available then. If we had problems, was to contact her. She does Not return calls. Have left at least a dozen messages with no response. Have called customer service. Never less than 25 calls ahead, wait for at least an hour to talk to a person. So far, the head of our IT department has been ask if she even knows what a USV port looks like; this is after she has just told them IP #and about our computer system. Very disrespectful. She completed the set up with no help from them. When we started out first bulk mailing, the meter was feeding with adding only a red line and no postage. We are being charged every time a piece of mail goes through whether or not it applies postage. At times, the postage is being put in the left corner of the envelope. The solution for this was to reboot the meter. We waited 45 minutes to be told to reboot and it still doesn't work. An email has been sent to us that a new ink cartridge is being sent to correct the problem. I was told I needed to buy ink because the one that comes with the machine only does a 1000. This is a brand new machine. Less than 200 pieces of mail have been posted. I have requested out of the 31 month lease that has to be signed to get the meter. The service department is always backed up so obviously this product has major problems. We are now purchasing postage for our mailing, placing stamps by hand , and becoming less efficient. I will go back to Pitney Bowes even though it more expensive because the service is there if there is a problem . I want out of the lease

Desired Settlement: Released from the 31 month lease at no additional charge.

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ The matter is being resolved directly with the business. Initial Consumer Rebuttal /* (2000, 7, 2015/09/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) George contacted the agency. It was requested that the agency be released from the contract. George stated that a new meter will be sent and the other one returned to them postage free. He personally will be called to set up the meter and if there are problems, he will directly take care of them, not going through the customer service line. He was going to research the support person who was rude to our IT person. I informed him that we will be doing another mass mailing in about a month. If this meter does not perform and there are breakdowns, it has already been stated that if necessary, the agency will buy out of the contract.

9/21/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered a postage meter in April 2015. Was told it would come the next week. No meter came. 2nd week I called; was told it would come next week. No meter came. 3rd week I called; told it was on backorder. I said cancel the order. Was told I could not cancel the order. Meter would be sent when it arrived. Told them I could not wait and cancel the order. Day after Memorial Day May 2015 meter came. Sent back unopened two days later. June 2015 I Got bill for $207. Called customer support who said they would email Contract Support to call me. No one called. Called 2nd time. Support said they would call Contract Support and tell them to call me. No one called. Called 3rd time. Robot menu had changed. Got through to Contract Support. Was told that under the circumstances and since the machine had been returned, my contract would be cancelled. Aug 2015 I received bill for $207. Called Contract Support. Was told I had to pay. I told them you cancelled my account in June. They said either pay it or they would send me to the credit bureau. I told them I wouldn't be paying and that I would tell everyone I know what kind of dishonest and disreputable company you are.

Desired Settlement: Cancel my account and waive the incorrect charges.

Business Response: Initial Business Response /* (1000, 5, 2015/09/04) */ The matter is being addressed directly with the business.

9/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I contacted the sales person before going with this company, we were told there were no hidden charges. We are constantly being billed for UPS delivery of the unit, the meter scale, remote activation, etc etc.

Desired Settlement: I would like them to honor their sales pitch when saying they have no hidden charges.

Business Response: Initial Business Response /* (1000, 5, 2015/09/04) */ The matter is being resolved directly with the business.

8/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In spite of being a customer for nearly 5 years, FP mailing solutions is charging us for another year of service after cancellation. They state there is an auto renew clause somewhere in the contract, that automatically commits you to another year even after your initial contract is fulfilled. This company left us on hold for nearly an hour twice, has hateful customer service reps, and relies on legal trickery to keep money coming in, rather than providing service that will entice customers to remain with them voluntarily. They failed to provide us with a new meter after our original meter failed. We gave them adequate time to rectify the situation, and they made no effort to do so. After standing in line at the post to get our mail metered two weeks in a row, we went with another vendor, and returned their meter. They did not respond to my letter enclosed with the meter stating i did not want to pay for a year of non service after paying their invoices promptly for 5 years, but the only response received was an invoice. A company is entitled to recover their initial expense with a term agreement, but to bury an auto renew clause somewhere in the fine print and then to not notify their customers when the term of the agreement is complete so they can have the option to not continue without penalty is just playing dirty. This company has no business with an A rating from the BBB, and should not be licensed by the USPS to provide postage meters with this type of practice. There are many similar complaints about this practice from other customers already posted online.

Desired Settlement: I want my final bill for the year of service they are not providing voided, and my account marked paid in full.

Business Response: Initial Business Response /* (1000, 5, 2015/08/10) */ FP is in the process of resolving the matter directly with the business. Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) FP has offered to void the bill for the year of service that was charged after service was discontinued.

8/11/2015 Problems with Product/Service
8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a contract that had an anniversary of 6/21/15. The contract states that I must give 90 days notification that the contract was not to be renewed. I tried to notify my local distributor and FP Mailing Solutions by phone in May 2015 that I did not want to renew and the response was that I was too late. I sent a certified letter to two individuals in the company that were delivered and accepted June 1st, and the company insists that the contract is renewed another year. The two individuals were Mr. Michael ****** and Mr. *******. The 90 day notice is a very tired, old (and ineffective) practice used to discourage customers from easily sourcing competitors as contract renewals approached. Representatives of the company use the phrase Company Policy like it's scripture and I've not been able to receive any consideration.If there is any chance this forum can effect a change, I would appreciate any assistance. Product_Or_Service: Postage Machine Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Cancellation of my contract ending 6/21/2015 to be effective. I will return the machine immediately when released.

Business Response: Initial Business Response /* (1000, 5, 2015/07/30) */ The matter has been resolved directly with the business.

8/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I called to see when my contract was up as I new it was in September some time. I was told that there is an automatic 90 day advance contract renewal. So with a September 9 anniversary date - my contract was automatically renewed June 9th for another year without notification to the customer/business. I am use to a 30 day notice after contract completion with other companies I do business with. I have found that companies that provide good services to their customers do NOT need to do an automatic 1 year renewal. All this tells me is that FP Mail Solutions does not do business in a responsible and ethical manner. I'm sure it's in the fine print that there is a 90 day notice or you're automatically renewed for another ENTIRE year! That leads to the 2nd part of my complaint - the amount of time I have to spend on the phone 'on hold' is insane. This day and time there is no reason not to be able to do at least 90% of business online - not FP.

Desired Settlement: I would like my contract cancelled in a reasonable amount of time. If 60 days is not enough, then how about 90 days from date of notice?!? To be automatically renewed for another year is not good customer service.

Business Response: Initial Business Response /* (1000, 5, 2015/07/20) */ The issue was resolved directly with the business.

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is probably the worse company ever! Everytime you call this company you will be on hold for more then 50 minutes. No one ever gives you consistent information no matter how many times you call and ask for help! Not only do we have to struggle to use our postage meter since FP refuses to send us the USB cord needed to function on our computers. We had no choice but to set up our postage meter in the back room, which is an inconvenience. We pay a monthly rental fee but cant use our machine where we want to. Furthermore they have this new website that is slower then their customer service holds on the phone. 20 minutes for a website to load? not only is their customer service HORRIBLE but now I have to wait 30 minutes or more to put money on my account.

Desired Settlement: I would like someone to call me or email me (email preferred) that has a little knowledge of the product that can explain return and cancellation of contract. (which I believe is up) need some kind of explanation as to why I have to waste an hour or more on the phone and online trying to purchase postage????? When it was promised that this was the easiest most efficent way to pay for postage.

Business Response: Initial Business Response /* (1000, 5, 2015/07/23) */ We are working directly with the business to both find a resolution, and ensure their needs are met.

7/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I was told that I had to get a different machine because the one I had was not supported. I got the new machine mailed to me on June 15th. I have been on the phone with customer service more than once. (on hold for over 40 minutes) I called and asked to return the machine as it is garbage and was told that I can not get out of the contract. I want them to allow me to send the machine back and give me my money back.

Desired Settlement: I want to return the machine and get out of the contract.

Business Response: Initial Business Response /* (1000, 5, 2015/07/13) */ The issue has been resolved directly with the business.

7/10/2015 Advertising/Sales Issues
7/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We should have known from the beginning the type of service we were dealing with. We had been hounded for days by a sales rep wanting to secure our business. We had filled out a contract and sent it in. After doing so received no confirmation or contact for days so we tried reaching out to assure that he had received our contract, as our company relies on having a working postage meter in the office. I called on three different occasions and left voicemail's, never receiving a response. After receiving the machine and setting it up it didn't work. It was able to turn on one time for about 3 seconds and shut off. I called requesting a new machine and power cord and the woman I was speaking to said she would do so. The next day I spoke with someone else regarding a different question and she informed me a power cord had been shipped to us. I explained to her that I had been told we would receive a new machine as well and she insisted that we try the power cord first and then notify them if there was still a problem. A few days later we received an entire machine and cord, despite what the woman told me was sent out. Clearly there is HORRIBLE communication on FP's part. Our company depends on our mailing system day in and day out. Between the horrific costumer service and the faulty machine our short time with this company has been less than impressive. We are closing our account but can't justify paying for the whole year with the way things have gone so early on. We haven't used the machine, mainly because the first one didn't work. The man who pushed the product extremely hard made a point to say that the company prides themselves on flexible terms so we were hopeful that what he said was honest.

Desired Settlement: We would like to be refunded the $260. We are willing to cover shipping costs to return the two machines that were sent to us. The service and product is not what we were told we would get as a result of becoming a costumer. The response I have gotten multiple times is "in the terms and conditions.." yet they somehow aren't expected to live up to their end of the bargain as a company providing a service. We are hoping this issue can be resolved as we don't think it is much to ask for all of the trouble it has caused and would at least make us feel a little better about the way that the company treats their customers, like people!

Business Response: Initial Business Response /* (1000, 5, 2015/06/18) */ We have attempted to reach the business a number of times both via phone and email to address their concerns, but they have been unresponsive. FP had received the equipment back earlier this week from the business, but a return of the equipment does not negate the business's obligation to their contract. While we apologize for whatever issue the business had experienced with the meter and power cord, and any issue for a credit could have been addressed, but the main issue would be to ensure the business had an operable meter. Upon investigating their account, no funds had ever been made available by the business to their USPS account for postage in order to make the meter work. This a violation of the USPS terms in the Terms and Conditions of the agreement, Section 4.b. Without postage in their account to be downloaded onto the meter, the meter would be inoperable. Moreover, no payment has been made by the business in the amount of $260.00 - an initial flat rate shipping fee had be paid, in the amount of $21.85. Currently the business would have received an invoice billing for the term of the contract in the amount of $287.47 and at this time no additional return processing fee has been assessed. In order to bring this to a resolution, FP will not assess the return processing fee and offer a reduced amount due to $150.00. Upon payment of the settlement amount, the account will be considered closed. As an alternative, FP would be happy to send the business out another meter and credit the business the time that they were without the equipment, as long as the business can fund their account as required by the USPS in order to ensure the equipment will be operable once received.

6/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Postage machine ordered 5/28/14. Upon calling to cancel on 6/3/15, was told we were locked into contract for another year. FP rep emailed me a copy of contract we never received, & cancellation policy very clear. We didn't receive a contract when ordering; had no idea the postage machine was locked into a contract like this. The contract the rep emailed me on 6/3/15 was a revised one from 3/23/15; we never received a copy of any revisions to initial contract.

Desired Settlement: Getting out of contract and sending machine back.

Business Response: Initial Business Response /* (1000, 5, 2015/06/18) */ The issue has been resolved directly with the business.

6/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a FP PostBase 20 machine that was here when I started on January 1, 2015. We used to mail quite a bit of mail through our office but now we might send 20 pieces a month. Just since I've worked here, we have accidentally uploaded postage twice so our available balance should be around $200 or more. We noticed that it said we needed to upload postage a week ago but just started contact customer service yesterday, 3/3/15. When you go online, they no longer will accept email request for issues, you must use their phone automated system. This is my first major complaint #1. In today's age and time, what company as large as this one does not allow email questions or customer service? I tried checking our account balance online, that's also no longer available and you must call the automated system. Complaint #2, I can check my bank and credit card balances on line but not my postage machine! We called the automated system at 8:30 AM on 3/3/15, to check your balance, you must enter your product serial number which is 22 characters long made up of both alpha and numeric characters. They want you to enter that using the number pad on the phone. We tried three different times to enter just the numbers, the numbers and the characters on the keypad and then some of the numbers before or after the dashes and nothing would work. Complaint #3, if there is a special way a customer should enter their serial number using the number pad, they should say what to do specifically not just leave it to chance that the customer will get it right. Finally we resorted to going to the customer service option where we informed that we were caller 47 at 8:30 AM on a Wednesday morning. After 15 minutes of sitting on hold my assistant hung up. Complaint #4, they never came back on line to tell you what number you are now like some companies do. On Thursday, June 4th, I tried calling myself, went straight to the customer service option at 9:00 AM, I was caller 44. After staying on hold for 28 minutes, an automated voice came on the line, "We are experiencing system problems and couldn't process your phone call, please call again later." We currently have a $300 plus paperweight sitting on our desk that is totally useless and we can't get anyone to answer a phone or email us back. We took their online survey and both of us requested to hear from a rep and neither one of us has gotten a call or an email. Complaint #5, if you are going to offer to give a call or an email, follow through with your offer. I worked in the customer service field for most of my life, currently 46 years old. I have been trained on several occasions with more than 40 hours of customer service training. That in it's self is what got me my current position as CEO of our association. When I experience terrible customer service and it effects my business, then I become quite agitated. Between the two of us we have now spent at least 3 hours fooling with this thing and that equates to roughly $150.00 in man hours on our end with no results.

Desired Settlement: As of this complaint, I'm not looking for any settlement other than a phone call or sales person to make our machine work. And please, for the sake of everyone currently using your equipment, get adequate customer service process in place to handle the amount of business that you currently have.

Business Response: Initial Business Response /* (1000, 5, 2015/06/12) */ Per **** ***** with the business, all issues have been resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This issues was the terrible customer service. Yes, the issue was finally fixed but not because they contacted me. It was fixed because I spent another hour trying to get someone on the phone to help get our machine up and running. Was the person I talked to informative? Yes they were. Did they correct my issue? Yes they did. Did they do what they said they would do? No they did not. That is a problem for me. You can't sweep issues like this under the rug and "oh, I did as little as possible so everything is good now", I'm sorry but that's very poor customer service. Final Business Response /* (4000, 9, 2015/06/26) */ FP Appreciates the constructive criticism that the business is provided, and with that, FP once again will apologize for the experience the business had. The date and time in which the business attempted to contact FP was during rate change (taking effect Sunday, May 31, 2015), and the increased call volume - while expected during this event, is unfortunate when the business is unable to reach our customer service department to have their concerns addressed. Again, FP would like to apologize for this experience. FP values the businesses that they provide their service to, and is currently finalizing development on a new customer portal that will allow for a more robust customer experience. While this is not yet available, we hope that the business will be pleased in the near future in having the options available to them whenever needed. Final Consumer Response /* (2000, 11, 2015/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was the response that I was looking for the first time. I understand about the rate change and because of that, they should have been prepared. After all, they are one of the larger providers of postage machines and I don't think they got that way by offering poor customer service. I am glad to hear about a new agent portal as well because what they have now is simply put, out dated. Thank you for the response.

6/29/2015 Problems with Product/Service
6/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our whse was destroyed by fire on 11/21/2015. Our offices were consumed with about three feet of water. A meter and scale belonging to FP were on the floor in my office. Our contract with FP was expiring in 12/2014 at which time I was going to cancel and return the equipment. Because of the safety hazards, we were not allowed onto the property or into the offices. FP initially wanted to charge me over $1200.00 for the two pieces of equipment; however, after explaining the situation, they said if we could recover the equipment, they would evaluate to see if it was still operational. My boss entered the premises briefly prior to the demolition of the building and recovered the meter and scale along with a few other items. I ******* both the meter and scale in two separate boxes on 4/30/2015 to FP. FP received both boxes on 5/5/15 at 8:49 AM. These two boxes were signed by**********. Please note the****** tracking #s:************* (meter) and ************ (scale). FP acknowledged receipt of the meter, evaluated and removed the cost of the meter from the invoice. However, their AR department,**************, refuses to acknowledge receipt of the scale. In addition, I was contacted by another employee,*********** at FP in the Inventory Control department who acknowledged receipt of the all equipment and said my account was closed and there was no balance due on the account. I believed the issue to be resolved and the account closed. ************* has stated the balance is still due. My last email from ****** dated June 2nd, states " We cannot do anything with just a barcode. We need to have proof of the return with the correct weight to prove what was in the box we are told it was not in the box. It has a serial number and would have been scanned in when and if we got it with the meter. They wont just scan one item. " The****** tracking is proof of the return. The receiving department's signature,**********, is proof of the return. The email from***********, in their inventory control department, acknowledging receipt of the equipment and stating the account was closed is proof of the return. I understand they have a protocol for receiving returned product. As a business, we do also. However, I also know that employees make mistakes and sometime a product may be received back and it may not be logged in. In that case, we would go to the tracking information and when one of our employees signed for the return, we have to acknowledge the return.

Desired Settlement: I am requesting the scale be deducted from my invoice. I personally packaged the scale for the return, it was placed on a ***** trailer for pickup, ***** tracking shows it was delivered and signed for by an employee of FP and an employee in their inventory control department has acknowledged receipt of all equipment and stated the account was closed. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2015/06/12) */ As requested, the amount due for the lost scale will be removed from the invoice. Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much. We appreciate FP Mailing Solutions resolving this issue favorably.

6/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: FP Mailing Customer Account Number for LoCA: XXXXXXXXX Invoice No: RIXXXXXXXXX Invoice Date: 03/11/2015 In February of 2015 I decided to compare postage meter companies before renewing with the one I was with. I received quotes and compared the pricing with similar meters. I was split between two companies and was trying to make a final decision. While on the phone with a salesman named *** ******* (National Sales Consultant, FP Corporate Direct Sales, FP Mailing Solutions, Inc., XXX-XXX-XXXX office, XXX-XXX-XXXX)with FP Mailing Solutions, I was told that the other company I was looking at had ink cartridges that timed out, meaning after 12 months they would no longer work, regardless of how much ink was left in them. The cost of ink being the main deciding point...*** said he would throw in one of their ink cartridges for free and said I would not need to worry about it timing out in 12 months, as their ink cartridges don't time out and produce between 3,500 to 14,000 images per cartridge. When he offered the free cartridge I assumed it would be a cartridge that produced at least 3,500 images as he described. I agreed to move companies based on the offer of a free ink cartridge and signed the agreement. When we received the postage meter is came with an ink cartridge. After only 400 images it ran out and the meter indicated it was time to replace the ink cartridge. We called to get the ink cartridge that was promised and their response was that we already received it with the meter. I told them that it only produced $200.00 worth of postage, which is about 400 or less images. The rep said the free ink cartridge was half the size of their standard ink cartridge and that was the free one. I attempted to reason with them and advised it produced only 8% of the standard ink cartridge. Since then I have been ignored and given promises of a sales manager calling me, but have nor received a response to several inquiries since April 6th. I have paid all invoice except for the one in dispute. Today, June 2, 2015, we attempted to download postage, but received a message that our account is on hold or locked. We attempted to call customer service and after 30 minutes an automated message advised to call back later due to problems with a recent rate increase. The bottom line...they misrepresented what the free ink cartridge actually produced in an effort to get me to buy their product. All printing products come with a starter cartridge that gets you through the testing phase and gives you time to purchase more ink. This is what this ink cartridge was, but was presented as if it was a standard ink cartridge they normally sell. They do not sell the temporary ink cartridge. The different reps I spoke with all indicated the initial ink cartridges that come with the meter is half the size of the standard size...even though it is only about 8.7% the size. I wanted them to waive the charge for the standard ink cartridge I was billed for and they have refused to do so and have failed to follow-up with their promise to have a manager discuss the issue. I have asked them to provide their position in writing regarding the free ink cartridge and they have refused to do so. I sent another email today June 2, 2015, but doubt they will respond.

Desired Settlement: They either waive the cost of the standard ink cartridge or I pay for the standard ink cartridge and they allow me to terminate the contract and return the meter without any penalties or costs incurred on my account.

Business Response: Initial Business Response /* (1000, 5, 2015/06/12) */ The issue has been resolved directly with the business. Initial Consumer Rebuttal /* (2000, 7, 2015/06/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) They waived the fee for the ink cartridge

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: To Whom It May Concern, The ink ribbon for the meter we are leasing is broken and we cannot get in any new supply. In the past few weeks, I had tried to talk to the FP Mailing Solution 4 times for the solution. 1)I called the first time on May 5, 2015 to order the ink and I was given the information that we would be receiving them in 7-9 business days. 2)I called on May 15 since we didn't receive anything and found out our first order was not taken and another representative took my order again and was advised that it would take 2-3 business days. 3)May 18, I called again for tracking and was told that I needed to wait for 2-3 weeks and I was advised that we should upgrade our machine for another 1 or 2 year with more expensive monthly rate. I refused it as it was no sense to sign up another one or two year contract with the higher rate. Our contract was extended automatically for another year in March 2015. We didn't receive any advise that the contract was extended. Now we continue paying the lease but not be able to use the meter machine since they don't supply any more ink ribbon. We are now forced to upgrade to the more expensive machine and yet still will need to sign for another one or even two year contract, depending on the monthly rate. Thanks for your concern!

Desired Settlement: We are open for a few option: 1)We like to receive the ink ribbon for our current machine as soon as possible, so that we can use it till the end of the leasing term. 2)We can still accept the unfair upgrade to an expensive machine till our current leasing term, which is March 2016 only. (according to the FP Mailing solution rep, we could upgrade to the newer machine by signing up a new contract, starting on the date we receive the new machine. However, we don't like to continue the leasing contract for another year now. We are totally disappointed by the service) Thanks for your concern!

Business Response: Initial Business Response /* (1000, 5, 2015/05/29) */ The ink order had been processed and was delivered to the office of the business on May 22, 2015. Before the order had been processed, as a courtesy the business had been contacted in regard to upgrading their current meter, before any additional funds had been spent for supplies toward the current meter. The meters are regulated by the USPS because they hold postage funds; subsequently this is the reason that the contract for the meter had been automatically renewed. Moreover, this would be the reason that a new agreement would need to be signed in order to change the current meter. At this time, the business has the ink that had been placed, and when interested in changing their current meter, may contact us. Initial Consumer Rebuttal /* (2000, 7, 2015/06/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) We had received three ink ribbon, and it should last till the end of the contract of the current meter and we will cancel the contract. Thanks!

5/29/2015 Problems with Product/Service
4/20/2015 Delivery Issues
4/17/2015 Problems with Product/Service
4/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 01/23/2013 I entered into a 24 month agreement to lease a postal meter from the merchant, per their terms I verbally advised the representative that I did not want to continue a contract beyond 24 months. I was advised to simply notify the company "in writing" of that request. On 01/23/2013 at 11:41AM I wrote to the merchant advising I did not want to renew the agreement. On 04/06/2015 I called the merchant to inquire why they haven't requested the return and end of the agreement, I was told "we don't have your cancellation in writing on file." I was told to forward a copy of the written notice to ******************************** who told me she would have her manager cancel it. I was not responded to after inquiring what the next steps were to return the equipment, and end the original agreement as requested. ID# XXXXXXXXX

Desired Settlement: Termination of original agreement and return of the lease equipment at with no further expense or obligation from my company. The merchant to ship appropriate packaging and postage to return the unit.

3/30/2015 Delivery Issues
3/23/2015 Problems with Product/Service
2/18/2015 Guarantee/Warranty Issues
2/2/2015 Advertising/Sales Issues
1/30/2015 Delivery Issues
1/13/2015 Advertising/Sales Issues
1/12/2015 Delivery Issues
1/5/2015 Delivery Issues
1/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I received a call this morning from this company about my order of a postage meter. I do not own a company nor have I ever ordered a postage meter.************** stated that it was probably from my email. She never stated my email address but she knew who I was when I contacted her from a different number. I began to tell her that I am being spammed by this company. As I asked for her supervisor to be removed from their call list, she hung up on me and when I tried to call back she let the call go to voicemail. I called the company but the customer service line sent me to voicemail. I have asked on more than one occasion to be taken off of their contact list but they continue to call me. I am worried that they are trying to conduct business under my name fraudulently as they won't give me much information as to how they got my information in the first place. Please help me.

Desired Settlement: I wish to find out how they got my information and what information they have so I can make sure this isn't an identity theft situation. I also want to be blocked of their call list so that if someone tries to contact them again in my name, it will be flagged.

Business Response: Initial Business Response /* (1000, 5, 2014/12/19) */ The information that would have been called for this contact was provided to FP based on a lead request that was submitted to a third party and then to FP. The request was for a postage meter, which was why the representative of FP had contacted them. The contact name and phone number are both the same as on the report filed, but the email address we have is ************@outlook.com. Regardless of the information that was provided, please understand that FP was not and is not trying to conduct business in a fraudulent manner as any business seeking to get a postage meter would need to enter into a contract with FP and the USPS, as this is a federally regulated industry. FP does not conduct business as any other entity as FP is the postage meter provider. The information for this person / business has been removed from our database and they should not be contacted any longer.

12/30/2014 Billing/Collection Issues
11/25/2014 Delivery Issues
11/17/2014 Delivery Issues
10/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In May 2015 when I was placing the order to rent the postage meter, I asked************ if the machine also prints out shipping labels where I can place the address and tracking info and he advised me that it did. So I signed the customer agreement from to pay $14.95 a month for 1 year and emailed it back to him. After receiving the item in the mail I opened and immediately and continued to read the manual to get started. Once I realized that it didn't print out the shipping labels I called ***** direct line and explained how this isn't what I wanted and there has been a mistake. I was very calm and understood that it was just a miscommunication and I just assumed like any other company they would do their best and apologize for inconveniences and resolve it but instead**** was extremely upset with me... the customer. He yelled at me saying " Well why would you order it then?!" I didn't know how to react. I was absolutely shocked and speechless. I have never experienced anything like that before. I tried my best to explain to him what I wanted. He basically just told me to send it back after he finished shouting at me. About a few weeks after that I received a statement so I called trying to dispute everything but just kept getting the run-around. A manger was either unavailable to talk, a customer service agent would hang up on me or a supervisor will tell me that there isn't anything that they could do. I explained it to them over and over how I was under a different impression about the machine. If I actually did use it then of course I would pay for it. But I don't think that it's fair to make me pay for a simple miscommunication. And I don't even have the item. I sent it right back. So after leaving a few voicemails and speaking to several people, I figured everything was squared away. In October I receive a letter a from an attorney, saying that if I don't pay $284.65 they will take me to court. I called the attorneys office and left a message on his voicemail and with his sectary. No one called me back. So I called the attorneys office again and he didn't even try to hear my side of the story. He began to speak to me in a disrespectful manner and when I thanked him and tried to get off the phone with him he kept saying little comments and insulting me when I said that I would report this whole situation to my local news he literally laughed at me and said, "they're not going to do anything about it" He humiliated me and said he would take me to court. I left the manager *********** a couple of messages and he still hasn't returned any of my calls. And I was told that he was in fact in his office from someone in the same office as him. They transferred me twice on the same day and he wouldn't pick up. At this point I really don't know what to do. I called again asking for the CEO ************* and the lady who answered told me to go on their website to find his Email. As a business I felt that they would have handled this minor situation a lot more differently and way more professionally. I am just stunned. Even a couple of the customer service agents agreed with me that it didn't make any sense and that I shouldn't be getting charged for an item that I returned and never used but it was out of their control. I really appreciate some of the agents for really trying to help and connecting me to the manager. But for mangement to not even reach out to me and resolve this small promblem is just mind blowing! Everytime I called I was always respectful to them. Never in my life have I experienced such poor quality service and disrespect.

Desired Settlement: I just want this company to void my customer agreement and for matter to be over with. I don't feel that I should have to pay for an item that I have never used and I sent back to them right away.

Business Response: Initial Business Response /* (1000, 6, 2014/10/16) */ Attached is the correspondence between the sales rep,***** and the business********* Within that correspondence you have the product brochure explaining the features of the postage meter as well as the contract for the meter. The terms and conditions of the postage meter are also attached. The business called in months ago regarding the equipment and the contract, and all had been explained to them at that time however they had elected to return the equipment. The letter received by the business is from a collection agency as it was assigned to the agency for non-payment earlier this year; and once an account is assigned to collections all communication must cease between the two parties. The agency is a separate entity from FP that is collecting on the outstanding balance that is owed. While the business had all of the information at hand to make an informed decision regarding the product before entering into a contract, they claim to have made an error. Yes, the invoicing the business had received is for the full contracted term of the meter, but the business was not charged the return processing fee. Admittedly the business is not without fault in this instance either as they had entered into the contract willingly, had FP create an account for them with the USPS, program and ship a meter with their account information as well. All of these have costs associated with them, costs that are made up over the term of an agreement however the sudden refusal to honor the agreement on the end of the business is less than professional. FP will contact the agency and inform them that the matter has been resolved if the business would honor part of the agreement and cover the cost of shipping and refurbishing the equipment in the amount of $150.00.

10/28/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Acct XXXXXXXXX - I've had a MyMail Max postage machine for less than 1 month. It has not worked properly despite three separate calls to Customer Support for help. I finally gave up and decided to return the machine. Now they are insisting that I have to pay the entire three year contract for a faulty machine that I've had for less than 1 month.

Desired Settlement: I believe that I should not have to pay for more than 1 month of rental for this machine.

Business Response: Initial Business Response /* (1000, 5, 2014/10/17) */ Even today our Customer Care Manager spoke to******** who had confirmed that she was pushing the buttons correctly however she had refused to physically go to the meter to walk through the steps. When our Customer Care Manager had then said that she would process an exchange for the equipment, something that is no charge to the business, ****** had refused. ****** had indicated that she did not have the confidence in the accurate weight being calculated in a 9x12 piece due to the proximity of the scale to the base of the meter - FP has tens of thousands of businesses utilizing this meter none of which experience this issue. However, the business was offered the option of different equipment both today by our Customer Service Manager as well as two other representatives, the correspondence with one is attached. FP requests that the business troubleshoot while at the meter or accept the exchange as that is at no cost to them. If the meter type is a concern to them, another option has been made available and the offer still stands. However, should the business elect to return the equipment they will be held to the terms and conditions of their contract. Initial Consumer Rebuttal /* (3000, 7, 2014/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think it's quite telling that FP finds it necessary to force a business to become a customer instead of doing business in a manner that would attract customers. Their competition offers a free test period ****************************** 30 days)for a business to determine if the equipment is appropriate to its needs. But FP offered no such test period. On Sept 11th sales rep ************ contacted me saying that the T-1000 that I was using had been replaced by the MyMail Max and I needed to exchange machines as soon as possible. The new machine would cost the same as the old one. After struggling with the machine for several weeks, I called her back to say that I wasn't happy with the machine and wanted to return it. She told me that there would be an early termination fee and transferred me to *************. Ms****** told me that it was my mistake in accepting the MyMail machine because the proper replacement for the T-1000 was the PB20 which, of course, would cost more, and the termination fee would be the full cost of the 3 yr contract. Which sales rep am I supposed to believe or is this bait & switch? Ms ****** later followed up with the email that FP has attached to their response. It gave the same push the buttons instructions that I had already received over the phone from the other customer service reps, and now suggested that I switch to a different machine. When****** called on Oct 17th I did not walk to the machine to push the buttons for the fourth time because I had already stood at the machine and pushed the buttons 3 prior times with 3 separate customer service reps. Each one telling me that there couldn't possibly be something wrong with the machine. ****** finally admitted that it didn't sound as if the machine was working properly. But my only recourse was to get another machine because I was locked into a contract. I told her that replacing a defective MyMail machine with a working MyMail machine was still not a solution for my business. When we weighed 9x12 and 10x13 envelopes they drooped over the sides of the scale onto the top of the machine, and I was not sure that I was getting an accurate weight. My experience with this machine and the various agents has been so unpleasant that I would rather not deal with this company in the future. I would like to return the machine and pay just for the time that I've struggled with it, which is now in its second month. Final Business Response /* (4000, 9, 2014/10/24) */ An alternative meter was offered due to the reluctance of the business to troubleshoot the meter and their uncertainty that their mail pieces were being weighed properly - so it is based on the preference of the business that was indicated. There is a cost difference between the equipment that the business has and the equipment that was proposed, and the difference is $1.05 per month. Should the business want to move forward with the change in equipment type, the monthly price would remain at what was offered however to cover the increase in monthly cost as well as time spent by the business, FP will credit the business three months free rental. A return label will be sent with the new meter so the current meter can be returned at no cost to the business. The new meter and term would supersede the current one in place. Should the business elect to not change their equipment type FP will exchange the current meter, which is done at no cost to the business. Again, a return label will be sent with the new meter so the current meter can be returned at no cost to the business. As this is a meter that calculates US Postage, the rate will certainly calculate the weight properly when used correctly. Furthermore, FP will credit the past month's invoice as a courtesy to the business.

10/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My Meter went bad and they replaced it with a bad meter that does not even work. I sat her and waited for 2 days for a meter to show up and I received a meter that does not work.

Desired Settlement: I would like all $209 refunded to me that I paid in postage, I would like FP to have these 2 meters picked up, and another $45 for the spare ribbons that I have that I cannot use.

Business Response: Initial Business Response /* (1000, 5, 2014/08/14) */ The business had called in regarding an error that they had received on the meter, and the meter was exchanged. The business was able to download postage onto the exchanged meter on August 5, 2014 (Attachment pp.5) however the meter would not operate as the business was using counterfeit ink cartridges in the meter. Using unauthorized ink in the postage meter will result in the meter to cease working. After the business confirmed that they were using non-FP brand ink, the business had been offered the opportunity to purchase the correct ink so that the meter will function properly despite having breached their contract (Attachment pp. 2, Section 3.c.). The business had refused and was vulgar with and berate a number of FP's staff. The business requested a copy of their contract as they had requested to cancel their account. They were informed that they would be held to the term of the agreement. The business had then persisted to call an FP representative in upwards of 12 times in a row to dispute the contract, similar to the way in which they persisted with emails (Attachment pp. 6 - 11). FP had agreed to release the business from the contract once the equipment was returned (as required by the business - see Terms and Conditions, attachment pp. 2, Section 3.h.) and if they agreed to pay for any and all damage they had caused by their use of counterfeit ink cartridges. The business confirmed via email that they would pay for the repair of the equipment (Attachment pp. 6). FP does not know the extent of the damage as the equipment has not yet been received, but the value of the equipment is $1,000.00 as available to the business' on their account page (Shown in the Attachment pp. 3 and 4). FP does not hold the postage as it is in an account with the USPS for the business. Once the equipment is returned the postage can be pulled from the meter and the business can then submit a signed letter on their letterhead requesting the exact amount of the refund. This letter can be forwarded to FP and it will then be processed with the USPS. The postage will be sent directly to the business by the USPS. No refund would be due for ink cartridges as they were not purchased from FP. Initial Consumer Rebuttal /* (3000, 7, 2014/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all. After doing my research I found that a 1 year contract that has to be canceled 90 days before the end of the contract is not a valid contract and will not be honored by ESSI. If this goes to Litigation we will Litigate this as Class Action. FP's claim of using counterfeit ink cartridges is not true. They are Ribbons not Ink Cartridges. All of the ribbons are manufactured by the same manufacturer, they look exactly the same except FP's ribbons have a FP sticker on it. I have checked the ribbon that was in the machine at the time and there is nothing wrong with the ribbon. It spins both ways no problem. In the past I ran an envelope that was too thick through the meter and broken the ribbon. This indicates that the ribbon is not what damaged the meter as the gears inside are tough enough to break the ribbon. The ribbon did not cause any damage to the meter. I was told by ************ that the gears are damaged that drive the ribbons and the repair is not that expensive. I have received a quote to replace the gears for $59 from another vender. We will not be paying $1000 for the meter. When you talk about using vulgar language look at your business model! It is not customer friendly. I sat on the phone with ************ and all he did was play games with me and he tried to trick me. ****** promised he would fix my meter and he did not.****** actually told me the repair of the meter was not that expensive. That is how he tricked me into sending the email. FP blows a lot of smoke and it will not work with me! :-( Final Consumer Response /* (4200, 11, 2014/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please define the term embossed? Please define the term embossed into the side of the cartridge? Final Business Response /* (4000, 17, 2014/10/10) */ Attached are photos of an FP ink cartridge, no sticker and an embossed (being defined as: molded into the plastic side of the cartridge) FP logo. As the business has not presented any potential resolution from their end while rejecting any and all offers made by FP while seeking to make defamatory comments, FP will pursue the full extent of the contractual obligations due by the business. Regarding the refund of postage, per the USPS the business must submit a signed letter requesting the exact dollar amount of the refund on company letterhead to FP at which point it will be sent to and processed by the USPS.

9/19/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: FP Mailing solutions sent us a stamp mailing machine after we had called and canceled the order. Upon reciept of recieving the machine by UPS, we returned it unopened by insured mail and was signed for by their company. The sales agent mislead us on when we would recieve the machine. He failed to deliver the machine within the time frame discussed and FP solutions is still sending bills to us.

Desired Settlement: To be removed from their accounting list. Otherwise we will file a complaint with the District attorney's office in Illinois.

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ The business, when asked about the status of the delivery of the equipment, was told on March 3, 2014 that it should ship that day. Due to an influx of orders it did not ship the day in which it had been anticipated however the business did not incur any rental billing and would not incur any rental billing until 14 days after the equipment ships. Page 9 of the attachment is FedEx tracking information, incomplete tracking information as the equipment was not delivered / accepted by the business. Page 10 of the attachment shows a second tracking number as a second meter was prepped and shipped from FP's office on March 10, 2014 and signed for by the business on March 12, 2014. Page 7 of the attachment, highlighted, is the correspondence between the business and the sales representative at FP regarding the shipment and no urgency was expressed by the business regarding the delivery date and time, nor had there been any communication from the business to cancel the order. Page 8 is the first indication of the request to cancel, 12 days after the signed receipt of the equipment. While FP apologies that the equipment did not leave on an anticipated date, the business incurred no charge, however FP did have to re-program and re-ship a second meter due to the delivery issues of the first shipment. FP would be willing to ship the equipment to the business, at their expense, to complete the term of the agreement. Should the business elect to move forward with the cancellation of the account they will be liable for both the term of the agreement and the Return Processing Fee as stated in section 3.i. of the Terms and Conditions (Attachment pp. 3 - highlighted) for a total of $975.42. Initial Consumer Rebuttal /* (3000, 7, 2014/08/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please provide the paperwork that I was property disclosed for the lease of this business machine. . I also need a breakdown as too how the current bill is $975.00 , when I look at your terms and the actual fee is $26.00 per month. Another example of their fraudulent business practices. The entire postage machine was returns by certified mail #XXXX-XXXX-XXXX-XXXX-XXXX, "unopened" to FP mailing solutions on 5-12-2014. As previous mentioned, I had verbal conversations that are noted with the rep,**************, which confirms that he promised the machine in 3-business days. If necessary, I will file a small claims lawsuit against this rep for misleading information if necessary. I'm in the process of moving forward to the state district attorney's office with a formal complaint against************** the rep, and FP mailing solutions for fraudulent business practices. Final Consumer Response /* (4200, 11, 2014/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will rescind my complaint with the D.A's office if FP solutions is willing to settle for $125.00, which will be paid with 48-hours of acceptance. Final Business Response /* (4000, 13, 2014/09/12) */ To bring this to a final resolution, FP will accept the settlement offer of $125.00 and once paid, will consider the matter closed.

9/8/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Account #XXXXXXXXX, date signed: 5/7/14, sales rep:*************** (WI Copy), $43/mo on a three year contract (does not include any supplies or postage). We had complained within two weeks of our dissatisfaction of the the service and were told that we would not cancel the account, even though we hadn't even received the meter yet. We then called after four weeks (after just receiving the meter) to attempt again to cancel due to MORE dissatisfaction, and again after six weeks, and each time were told we would have to pay the remaining contract amount. I think that a 30-day return policy should have at least been in effect, because this whole thing seems like a scam at this point. What we were sold did not at all match what we received, but there is no record of what we were sold because it was all done over the phone, despite multiple attemps to get it in writing. The contract doesn't specify the additional fees charged for purchasing postage on their website, the amounts or cost of supplies necessary, or that the ink supplied initially is only a starter set, all of which was not included in what we were sold verbally by the sales representative.

Desired Settlement: We want to simply end the contract and not be charged the remaining monthly payments, which would be 32 months at $43.00/mo. Nevermind that the first month (May) that we were charged for we hadn't even received the device yet, or that I have been trying to cancel since prior to receiving it, or that I am trying to cancel now at the beginning of the fourth month. We just want the remaining 32 months to be completely voided and not have to pay for something that we would never have signed for in the first place had we known the truth about the later fees. We were just told, "there are no hidden fees or obligations" by the sales rep.

Business Response: Initial Business Response /* (1000, 5, 2014/08/14) */ The business has filed this complaint against FP Mailing Solutions, as we are the manufacturer of the equipment, however their complaint is with a local sales representative for a business they referred to as WI Copy, not an employee of FP. That being said, no postage meter includes postage in the monthly rental rate as no manufacturer controls the postage - it is the responsibility of the business renting the postage meter to make funds available to the USPS so that they may be downloaded onto the postage meter. FP received the contract on May 14, 2014 and it was processed and shipped on Thursday May 15, 2014 - being received on Monday May 19, 2014: FedEx tracking number: XXXXXXXXXXXX. Billing on the account began on May 28, 2014 and it was for the following quarter. FP would not know the conversation had between the business and a non-FP employee; Therefore FP is requesting that this complaint be deemed out of prevue as it was inappropriately filed against the wrong business. Initial Consumer Rebuttal /* (3000, 7, 2014/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The main complaint has NOTHING to do with postage. That was a detail provided in parenthesis to specify the contract. THE COMPLAINT FOR FP SOLUTIONS IS: That they are going to continue dragging us under with their three year contract despite our complaints within 30 days, within 60 days and AGAIN with 90 days directly with THEIR customer service that we would like to nullify the contract completely due to dissatisfaction with the FP solution service as a whole. To hold us to a contract that was sold to us by a third party is entirely FP solutions responsibility, as the third party cannot help us with nullifying the contract. You chose the third party as a qualified sales representative - it is FP's responsibility to train them appropriately and ensure that customers are even able to receive the correct quotes. Clearly, FP did not take care of that responsibility in the case of WI Copy and now they are just going to shrug it off as, "oh well". That is a sign of very poor customer centricity within FP's company overall. Final Business Response /* (4000, 9, 2014/08/26) */ Correct, FP Mailing Solutions is the holder of the contract as the equipment is owned by FP, however the service in which the business has an issue is not FP as the business did not speak with FP - it is with the local representative. There is no fault with the function of the equipment or the product, but rather with the local service - the representative in which the business decided to enter into the agreement through. If this were to be likened to another industry, say automotive, an end user would not be able to stop payment on a car note with a lender nor take issue with the car manufacturer for what was said by a sales representative of an individual dealership. WI Copy is a wholly owned independent business from FP Mailing Solutions and as such FP has no control of the operation of their business. They are authorized as a distributor to rent, lease, and service accounts. No complains had been expressed to FP regarding the equipment until August 7, 2014 when they requested to cancel the account. If the business would put in writing that they would no longer want to be serviced by the local representative for their meter as this is where the issue stands, then FP will take on the service of their account directly. Moreover, once the account is transferred, FP will credit the business three months rental payments for the time in which they have received the equipment while not knowing what the actual dissatisfaction with the service is, less the issues in the initial complaint that were addressed. So with that, FP also requests that the business explain what the service issues are so that these too can be addressed.

9/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My account number with them is # XXXXXXXXX I ordered a machine to rent for 12 months from FP Mailing Solutions. After having a lot of difficulty trying to get the first machine to work (and having a no help whatsoever from their "technical support", which basically told me to talk to my IT guy)I finally got it working. For one day. The next day it stopped working and after spending more hours trying to get it to work, I was told I needed to send it back in for a replacement. They sent me a new one and a shipping label. After spending hours trying to get the new one to work, it worked for one day. Then it quit. I called back in to tech support, but they were not helpful. I was looking at the prospect of having to get a third machine (when the first two do not work) so I called in to just cancel. My office manager was told I could cancel but we would have to pay for shipping. I talked to the manager, and he reneged on the offer to cancel the contract, being inordinately rude and telling me that I did not have that option anymore. They said I had to pay to ship the machine back AND they would still bill me for the rest of the contract. I just want to wash my hands of this company and have them cancel the contract. I have paid for 8 months of service that I didn't use, I don't think I should have to pay for something that doesn't work. I would also like to have the cost of shipping refunded back to me.

Desired Settlement: The settlement was discussed above, but in short: -Refund for shipping back the second rental machine. -Cancellation of the rest of the contract.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ The business first made postage available via credit card deposit to the USPS on July 23, 2014 so that the postage meter could be used. As shown in the attachment by the ascending and descending registers - the business received two new postage meters from FP. Between December 2013 and July 2014 FP was unable to contact the business to find out the status of the postage meter. During that time, a number of locks had been placed on the meter as required by the USPS. Attached is an invoice that was sent to the business on June 10, 2014 (Attachment pp. 8-9). At this time the business has not paid this invoice and they are currently on credit hold for non-payment. The payment history of this business has been slow at best. Both their December 13, 2013 and March 10, 2014 invoices were paid on April 16, 2014. The business would be required to return the equipment to FP at the end of their contracted term, as stated and agreed upon by the business in Section 3.i. (Attachment pp. 3 - Highlighted). To date, FP has not received the postage meter and presumably still in the possession of the business therefore a request for a refund for shipment should have been done. The business is liable for their contractual obligations as is FP. Unsure of what issues the business is experiencing on new equipment aside from a jammed ink cartridge that had been most recently stated by the business, FP has attempted to troubleshoot the issues and again offered to exchange the equipment but was met with a number of vulgar remarks. If the business is unable to remove the ink cartridge from the ink cartridge, this would not be an error in operation of the equipment but rather one caused by an action the business. The business has declined to have the equipment exchanged, a service that is provided by FP at no cost to the customer for shipping or equipment, both directly to FP in their correspondence here. The business was informed of their contract and that they would still need to pay both the past due invoice as well as through the remainder of the term. The business would also be assessed a $750.00 return processing fee (Attachment pp. 3). FP is again offering to exchange the equipment and requests the business remit payment for their past due invoice immediately. Should the business elect to proceed with the cancellation, they will be liable for all of their contractual obligations. Once the equipment is returned to FP, the business can then submit a letter requesting their postage, amount specific, be refunded which will then be sent to the USPS so that their remaining postage can be refunded.

9/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since receiving the machine two weeks ago I have had a series of the machine not working or functioning properly. I was told that Shipping would be nothing and I would get a full ink cartridge. They tried explaining the ink cartridge only will read half full when I spoke to them. The Sales rep stated that ink was less with them then their competitors and that was not true at all they are more expensive. When I wanted a new cartridge they said send them the one I have so I would have to order a new cartridge then they might give me a credit of less then one a new one would cost. Even though the machine keeps having technical issues they refused to replace it and want me to pay for sending their malfunctioning machine back to them. I have lost time and money with this company and would not recommend them to anyone. When telling them I wanted to cancel and only having a machine for a couple of weeks they said I would have to pay for the short term use even thought the machine kept malfunctioning.

Desired Settlement: Compensation for time and money of $100.00 with three months of billing waived.

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ The matter has been resolved between the business and FP.

8/22/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: * 8/15/13 contract signed * 9/4/13 ($129.73) ink cartridge * 1/20/14 ($121.54) ink cartridge * 4/7/14 (exchange) mymail meter * 4/15/14 ($137.28) ink cartridge ordered * 4/15/14 spoke with******* regarding the issues with our new machine. The new machine was not working so FP decided that we needed a new cartridge. We ordered a new cartridge on 4/15. * 4/21/14 we received our new cartridge and asked why we were being charged. We were told by******* that we had to pay for our cartridge. * 5/9/14 spoke to several people before finally being put through to a supervisor.********gave me his direct line (XXX-XXX-XXXX). He informed me that we could not break our contract and that he would replace the meter, again but we would have to pay for the cartridge. We had just received our new cartridge less than a month ago and I told him that I would NOT pay for a new one. He told me that he would not recommend the mymail machine to anyone because it was so basic and he got many complaints about it. He instead tried to sell me on upgrading our meter to the Optimail 30. He told me that we could pay $23/month instead of the regular $29. I told him that I was not comfortable paying more money for another machine when we haven't had any positive experiences with their products. By the end of our conversation he told me that he would send us a new cartridge and machine and that it would be here within a week. * 5/14/14 ******* &****** spoke with ************** She repeatedly told us that we didn't get credit for our cartridges because we must have had our cartridges recycled. She said repeatedly that we could not speak to a supervisor because there wasn't one available. After over 30 minutes on the phone with her she transferred us to *********** (XXX-XXX-XXXX). He tried to sell us the upgrade machine as well (Optimail 30). We told him that we did not want to spend more money per month, that we just wanted our machine to be in "good working order" as stated in the contract. Both representatives that we spoke with asked us if we wanted to process our request for the exchange machine.********told me a week ago that it would be here this week. We are waiting to see if he actually processed it or not... * 5/15/14 called and spoke to******** He said the machine would be here on 5/16/14 but he was not sure if it would have a new cartridge with it or not. He said he would call me back by the end of the day and let me know. He did not call back. * 5/16/14 machine arrived as promised (machine #3) and there was NOT a new ink cartridge with it. The old cartridge is not working. Our machine STILL does not work. ïï��ï�� * 5/21/14 Called and left a message with******** in regards to getting a new cartridge * 5/28/14 Called and left a message with******** in regards to getting a new cartridge * 5/29/14 Called and left a message with******** in regards to getting a new cartridge * 6/9/14 Called and left a message with******** in regards to getting a new cartridge. Return label sent to us today. * 6/10/14 We shipped the machine and old cartridge back to them. * 6/17/14 Called and left a message with******** in regards to getting a new cartridge * 6/23/14 Called and left a message with******** in regards to getting a new cartridge * 6/23/14 called the X-XXX-XXX-XXXX and spoke to ****** She informed me that********was in charge of cancellations and he could not help me. I informed her of our previous conversation with********(See above). She told me that she couldn't help me and she would transfer me. I was on hold for over twenty minutes. Then I was transferred to******. She has brought our account to the attention of her manger*******. I was told that I will hear from****** but if I don't then I should email****** at *******@fp-usa.com. I forwarded her this document and informed her that I would NOT pay the bill until this was resolved. We still do NOT have a cartridge for our machine and that has been said to have been noted on our account.

Desired Settlement: We would like o have our account credited during the time that the machine has not been working. We would like to get out of the contract because clearly our machine is not in "good working order." We have spent over $100 on stamps while we are still paying the monthly fee for the postage meter. We have put $150 in postage on the meter and have not been able to access it. So, all and all we want our $250 and to have our account cleared of any charges with them during the time that our machine has not functioned.

Business Response: Initial Business Response /* (1000, 5, 2014/07/05) */ When******** from the business spoke to our Customer Care on April 15, 2014 based on the information given, FP had sent out a replacement ink cartridge and an RA was issued for the cartridge that the business had ordered prior. The RA, RAXXXXX, has previously been given to the business and once the ink cartridge is returned to FP with that RA number the credit will be issued to the business. With the last meter exchange that had been done and the postage pulled from the returned meter, the business has $173.40 in their account with the USPS that is available to download and they have used $119.96 in postage with 243 imprints. The business is still in possession of the first meter from August 2013, serial number XXXXXXX, and it still needs to be returned per the USPS Terms and Conditions. Once returned, any remaining postage in that meter will also be available to the business. Initial Consumer Rebuttal /* (3000, 7, 2014/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have already returned the meter with serial number XXXXXXX, that is mentioned above. They have since sent us meter number XXXXXXX. We are STILL waiting on the new cartridge from APRIL. We are NOT paying anything for the past months! We were told that they cannot find our cartridge that we returned to them with the meter on 5/16/14. Final Business Response /* (4000, 13, 2014/08/08) */ FP received the package from the business, sent FedEx 2 day on Friday July 23, XXXX - XXXXXXXXXXXX, which was 16 days after the business had previously indicated they shipped the meter. No ink cartridge had been returned with the meter so the RA could be processed, and the business indicated as such with a note in the box stating that the only returned item was the postage meter (Attachment pp.1). Also attached (Pages 2 - 6) are the pictures of the condition of the meter as it was received back by FP from the business - the equipment was broken, either prior to shipment or due to negligent packing prior to shipment. FP had not billed the business for the repair of the equipment. The final attachment (pp. 7) is the delivery confirmation that the business had received an additional ink cartridge, sent at no charge. The business had their meter unlocked due to credit reasons as they still need to pay the open invoices as an additional ink cartridge was sent at no charge and as such no RA needs to be processed. The business was able to download $100.00 in postage on August 7, 2014 onto meter serial number XXXXXXX which was received several months ago. Final Consumer Response /* (4200, 11, 2014/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have since returned two meters and all of the ink cartridges. It is irrelevant at this point why they haven't sent us another ink cartridge. It has been almost ten months since we have had a working meter/ink cartridge. We are being charged a monthly fee with out working equipment. When we signed the contract it was under the pretense that all equipment must be in "good working order." That has and is still not the case. We want our account to be credited for the amount charged and WORKING equipment or to be relieved of the contractual obligation and the final meter will be returned.

8/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Contract signed for meter of $14.95 month; meter not qualified to funciton in our branch. Contacted FP & they informed us could send us another meter of $25 a month (would imply new contract). Our small office would not be able to financially handle the charge; we adviced FP & emailed our contact stating returning all equipment. FP never contacted us back to inform us of proper return policy & refuses to void contract. We are having to pay a 1 year contract on a machine our office is NOT capable of using. Every time we contact FP, we get transfered to at least 4 different people before someone is capable of assisting, & on several occasions FP has hang-up on our calls. We would like everyone to know NEVER to do business with FP mailing solutions!!!

Desired Settlement: We would like the contract voided & our money back!!

Business Response: Initial Business Response /* (1000, 5, 2014/07/31) */ Attached is the contract that the business had entered into in which they are referring (Attachment pp.1), also attached are the Terms and Conditions that the business had agreed to when entering into the contract (Attachment pp.2 - 6). The sections highlighted in the aforementioned Terms and Conditions state that the business not only entered into an agreement with FP but also with the USPS and by doing so must ensure that they make funds available in order to download onto the meter, failure to do so can subject them to penalties by the USPS (Attachment pp.2 - 6 highlighted). Pages 8 and 9 of the attachment demonstrate that the business never unlocked the meter once it was shipped, did not attempt to install the meter, and did not make a deposit of funds to the USPS. Page 7 of the attachment was FP's attempt to offer to the business he ability to take the equipment back as well as an offer for a different means of connecting the meter to download postage. No response had been given by the business. The documents clearly demonstrate that the business was in violation of the contract Terms with both the USPS and FP; therefore FP will assess both the value of the contract and the Return Processing Fee, totaling $711.89. Initial Consumer Rebuttal /* (3000, 7, 2014/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company was not given proper means to attempt installation of equipment, reason why meter was not installed. FP did not give alternate options for meter in contract; they only suggested different meter which would have cost much more each month. That was the point when Company adviced FP we could not go for more expensive meter & would sent equipment back. NO one attempted to help until we called back ton find out why we had an outstanding bill. At that point then FP made attempts to provide alternate solutions for meter on contract. By this point manager is upset from lack of customer service provided by FP & advices we are not to be held for charges. Nedless to say, FP has the worst customer service I have EVER dealt with & will make sure to let everyone I know, NOT to do business with them. They should have been much more flexible, helpful & made more attempts to please the customer. Apparently they DON'T care about their customers only about getting money by screwing people over. Not sure where the amount above was obtained, but we do NOT owe that to the FP. Have a great day!! Final Business Response /* (4000, 9, 2014/08/13) */ As previously stated and demonstrated by the prior attachment, the business would have needed to make postage available to the USPS in order to be able to download said postage onto the meter and operate it. The business indicated that the equipment that was received was not qualified to be used in their office and that is why another meter option was provided to them. Yes, the larger meter that has more functions would be an increase in price, as the price increases as the product's functions and capabilities become more advanced. An exchange could have been done to their current equipment, but the business did not operate the first meter so it could not be assessed as to what issues, if any, exist. The day in which the previous response was filed, the business spoke with FP's Credit Manager and he had agreed to come to a settlement with the business and waived the return processing fee and lowered the amount due to $211.89 - a final invoice was sent confirming the amount owed. That reduced amount will still be honored. Final Consumer Response /* (4200, 11, 2014/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Our Business has closed out any contract with FP & will NEVER do business with FP again! We have NO further comments since FP does NOT value customer satisfaction! Have a great day! Close Case!!

8/18/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We received the machine via****** on May 30, 2014. FP-USA did not provide or facilitate installation of the product per the company's Terms and Conditions. We were advised to go the web site and follow the instructions. After numerous calls to the "customer service" number, we were still unable to get the software properly installed. Finally, we utilized our own computer support company to install the software and get it up and running on 07/02/2014. Immediately after beginning to use the software, we noted that the software is unable to process postage for Priority Mail Regional Flat Rate boxes that are used extensively by our company. When we contacted the company, we were advised that it is in the software update but the update is not going to be released until the next rate change sometime next year. Even though we process 4-5 of these boxes per day, and it is an extreme inconvenience; we were willing to wait for the update. Now we have discovered that tracking of packages for all of our priority mail is non-existent. Technical support has stated that it was because we used our own mailer ID instead of one provided by them. (They never provided one until we complained about tracking not working, and if it was a known problem why didn't they provide a mailer ID in the first place?) The mailer ID they provided also does not provide tracking to USPS either. The software displays as though it communicates, but it is not doing anything but put a display on the screen. There is no data transmitted for tracking. No tracking of Priority Mail is a deal breaker. It is a standard service and any mail service provider should be able to provide that service or it is a material breach of service.

Desired Settlement: We would like to return the equipment for a full refund of all monies paid, including a refund of any unused postage. We would like to not be held liable for any financial obligation under the customer agreement. Services under FP Mailing Solutions Terms and Conditions in the "FP WILL:" section have not been fulfilled.

Business Response: Initial Business Response /* (1000, 6, 2014/08/04) */ The business was contacted by our Technical Support and Product Specialist and they were able to resolve the issue. A credit of one month's rental has been applied to the business' account due to the inconvenience experienced.

8/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vendor hold firm on their unreasonable 12 month auto renew policy that must be notified 90 days prior to the renew. We have returned the machine., We have been threatened with collection of a unused rent charges. Buyers beware of this penny wise pound foolish business practice

Desired Settlement: Reasonable final bill of 1-2 months vs 12 months. The machine was returned after 2yrs of rental

Business Response: Initial Business Response /* (1000, 5, 2014/05/30) */ This is not a business that is conducting matters in professional manner. The attachment shows the manner of in which this business has conducted itself when communicating with FP Mailing Solutions. This business has filed two cases with the BBB against FP Mailing Solutions: one as FP Mailing's own Customer Service Case #: XXXXXXXX and this case as their own business. Page 1 of the attachment is a demonstration of the types of repeated derogatory posts that are made on social media sites from the business to FP and page 2 (and 3) of the attachment is the statement of the business that they are going to take that action. Prior to that on pages 4 and 5 of the attachment the business claimed that the contract was filed out by the sales representative and insinuates fraud after having had the equipment and used it for over two years. Page 8 is the agreement order form that the business said they did not complete, this is an online order that was completed over several web pages and verified the users IP Address as they advanced to the next page. If the IP Address was not a match the order would not continue as this is for a postage meter rental, and such is a federally regulated industry, which is why the meters are on automatically renewing contracts. Pages 9 through 13 of the attachment are the Terms and Conditions of the contract of which the business is bound. The emails indicate that an offer had been given to settle the account for a lesser amount owed, however at this time due to the actions of this business no settlement will be offered or entertained and the full contract will be enforced until they have been remedied. Initial Consumer Rebuttal /* (3000, 7, 2014/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) FP Mailing solutions claim of "not a business that is conducting matters in professional manner" is their opinion and inflammatory in nature. FP claims that We agreed to their terms and conditions which we do not recall. Specifically as part of their terms and conditions there is an unreasonable clause in their terms. "shall automatically, without any action by either party, renew for a period of one year (a "Renewal Term") at the end of such Initial Term. At the end of such Renewal Term, this Agreement, again, automatically renews for an additional Renewal Term, unless terminated in accordance with the terms of Section 10. FP will not notify the Customer that the Initial Term or any Renewal Term is ending. c. FP can change the monthly rate and fees after the Initial Term upon notice to Customer. d. Either party to this Agreement may provide notice to the other party of its intent not to renew this Agreement pursuant to paragraph (b) above. Such notice must be in writing and must be delivered to the other party no later than ninety (90) days prior to the end of the Initial Term or then-current Renewal Term." What normal small business or person know what their plans are 90 days before the new renewal invoice shows up in the mail after 2 years of service? I offered to pay an addition month for canceling but they insist on 12. It is almost extortion. FP's offer as described in their response "The emails indicate that an offer had been given to settle the account for a lesser amount owed" is a joke They are saying we owe them over $220 for the 12 months of unused rental since the machine was returned and offered to lower it $40. How about lowering it by $200. That would be reasonable and accepted. FP's claim of "repeated derogatory posts that are made on social media sites from the business" is also not true Social media post were made and they are my opinion The whole point is post your opinion. The social media remarks are all true and FP's non response seems to be part of their corporate culture instead of being good corporate citizen. This is the post I made on Facebook "BUYER BEWARE!!!!!! FP requires 90 days before ea 12 mo auto renew to cancel your acct. Do you know what your business needs are 90 days out? Did you read all of your terms for all your products and know them all 24 months ago ************************************************************************************ The bottom line is their terms are unreasonable and FP is not willing to make a reasonable compromise. Too bad FP does not exemplify what better business is or care about repeat or referral business. Lastly, the claim about 2 cases as they state above. The first was not filled out correctly so a second case was filed. Please close case #XXXXXXXX it was filed by mistake. Regards *** ***** Final Business Response /* (4000, 15, 2014/07/25) */ To restate the prior comment, a postage meter holds and essentially prints US currency and therefore must always remain on and under contract with the manufacturer and the USPS as the USPS regulates the postage and must approve the terms of the contract. It is a requirement in the industry to be under contract at all times and the contracts will always renew. This is not a specific business practice done by FP to an individual business but rather the terms of the industry that are given to a business in a form of a contract needing to be enacted if they would like to utilize the benefits of having a postage meter. FP must abide by the regulations set forth by the USPS and any business electing to enter into a contract for a postage meter from FP, or any other manufacturer, are subsequently bound to the same terms. FP is not a rental company as the business states, the particular contact that was executed is for the smallest meter on a rental contract. Again, FP did not assess the Return Processing Fee for $250.00 which would be in addition to the contracted amount of $239.92, and so the settlement amount offered was a reduction from the original amount of $489.92 down to $180.00 which is a decrease of over $300.00 (+60%). FP will again offer a final settlement amount of $101.38. Final Consumer Response /* (4200, 11, 2014/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) FP Mailing solutions auto renew policy is unreasonable and by design it takes advantage of small & large business to keep them hooked in for an additional year if they do not comply with their unreasonable 90 day 12 month auto renew policy THAT IS NOT BETTER BUSINESS. As they stated, They own the meters and rent them. The fact that they are approved by USPS is good to know but does not mean they need to be BAD business citizens. The fact is that FP is a rental company. I have returned the rented hardware and would be happy to pay an extra month or 2. FP's reduced settlement went from $221.00 to $180. This is a reduction from 12 months to 10. AS far as we are concerned. We do not owe them more than a months' rental of $15.95 but are happy to settle this for an extra month but not ten months. The use of social media to give a truthful review of a business is an actual review and FP should take heed. Buyer Beware of unfair and unreasonable business policy is not defamatory. Unfortunately the social media did not get their attention other than to ignore it and delete it where they could.

8/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We got the postage machine on 7/19/2013. When we received the machine was in working order. About a month we started getting error messages on the postage which was not allowing us to get postage off of the machine. We called customer service to try to get the issue resolved with no result. After several months of trying to get to the issue resolved we returned the postage machine.The customer service offer to give us a new machine or (same model machine). We declined this offer after the negative experience. The cusotmer service never tried to figure out what the problem was with the machine in the first place. We do not want to pay for non functioning machine. We paid for four plus months for a non functioning machine. We went to the United States Post Office on April 2014 to return the postage machine

Desired Settlement: The postage company keeps on sending to us bills for rental agreement for the postage machine. The setttlement that we want is for the postage machine company to stop sending us bills for a postage machine in which we do not have. The company has to take in a count that the machine that they send to us not a good working machine.

Business Response: Initial Business Response /* (1000, 5, 2014/05/30) */ FP had offered a number of times to exchange the postage meter for the business, and this would be at no cost to the business - the shipment of the new meter and a return label would have been sent to return the current meter. The business refused both the exchange as well as to troubleshoot the issue with the postage meter. A refusal to work through an issue and being given new equipment does not negate their contract. The meter had worked until the USPS had changed the software requirement which required a download through an Ethernet line similar to downloading postage. The business would have needed to complete this download in order to continue to operate the postage meter as required by the Terms and Conditions of their contract by the USPS. FP is willing to return the equipment and issue a credit for the unused time with the meter to get the business running again. Initial Consumer Rebuttal /* (3000, 7, 2014/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) After numerous times in calling customer service, we did not get a resolution as to why we were having the issues with the machine in the first place. We follow all of the instructions in which customer service rep told us to do over the phone. We would explain the issue that we were having every time we called. We got the same instructions over and over again. We feel that no one took the time to try to figure out why we having the issues in the first place. In the lease agreement should be a clause to state if any issues or problems no fault of anyone to allow a company to get out of the lease of the equipment. We did not want to continue doing business with the company due to the negative experience that we received. Final Business Response /* (4000, 17, 2014/07/21) */ There is no distinction to the business as to whether a meter is new or refurbished as stated in the contract; FP, as the manufacturer, is the owner of the equipment and no individual business would be able to own the meter / PSD as it has the ability to print US Currency. Should there have been fault due to the performance of the equipment this situation would be of a different matter, however the business was required to perform certain functions and provide the correct connection in order for the meter to operate. Moreover the business had refused an exchange, part of the service that is provided at no cost to the business, that would have allowed for further assessment and ability to troubleshoot the presumed error. Despite this, FP has still offered a reduced settlement amount for the business' contracted period. Final Consumer Response /* (4200, 11, 2014/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is not acceptable. We did everyting the customer service told us to do. Nothing work at all. We follow every instruction that was given to us. The company keeps on replying with the same answers over again.

8/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We signed a contract for 24 months under the assumption that we it would integrate with UPS addresses and be able to print shipping labels on the post base 2.0 software/hardware. We correctly installed it and not be able to perform these tasks. The system is poorly designed. We have tried multiple times to contact them in months of April, May and June, to resolve this issue. They were unable to help us or would never call us back after leaving voicemails. They refuse to let us out of the contract.

Desired Settlement: Our desire is to discontinue service and get out of contract.

Business Response: Initial Business Response /* (1000, 5, 2014/07/24) */ This matter has been resolved directly with the business.

7/22/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Baffled how this company has an A rating with BBB. My contract was to end in December 2012. I advised them in October 2012 that I did not want to renew the contract. I was then informed that I had to give THREE MONTHS NOTICE. Even though my business was going down hill I had to continue for another year paying for equipment that I hardly used. In Aug & Sept 2013 I kept informing them, well in advance, that I want to end my contact in December 2013. In December 2013 I returned all of their equipment, according to their instructions, and figured everything was done. I received no bill for Jan 2014-June 2014. That was a good sign that my contract indeed ended OK. Now I get a bill for July 2014 - Jan 2015. I have UPS receipts that they received the equipment. Their records have to show my contract as ended since they didn't send me a bill for the first half of the year. Sending me a bill for the 2nd half of the year shows that this business is a heartless, unscrupulous entity. They do not deserve an A rating with BBB who I totally respect.

Desired Settlement: GET ME OFF THEIR BOOKS AND HAVE THEM STOP HARRASSING ME ONCE AND FOR ALL! BBB SHOULD REALIZE WHAT KIND OF COMAPNY THAT THIS IS AND THAT THEY DO NOT DESERVE SUCH A HIGH RATING.

Business Response: Initial Business Response /* (1000, 5, 2014/07/17) */ The day prior to the business filing the complaint, FP's AR Department had called and spoke with Bonnie regarding the account and balance owed being $0.00. A follow up call was made today, July 17, 2014 to both Bonnie and Jerome to inquire as to the issue at hand and to confirm that they know the balance owed is $0.00 to which FP's Representative was met with coarse language. It is uncertain as to why this report / complaint was filed when the desired resolution of the business had already been achieved when speaking directly to our office prior to its filing. FP can take no action on the account as this was not a business that is a FP customer, now or at the time of the complaint.

6/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered postage meter 2013 which from the state did not work properly and consistently jammed. they refused to fix despite numerous request. We sent several letters and then terminated contract for failure to fix the meter. They are are now threatening to sue me for monthly rental fees after we already returned the meter.

Desired Settlement: I think they should refund us any fees paid but they are now threatening to sue and we returned the broken meter. ************************* cell

Business Response: Initial Business Response /* (1000, 7, 2014/06/03) */ FP had offered to exchange the postage meter for the business, and this would be at no cost to the business - the shipment of the new meter and a return label would have been sent to return the current meter, on a number of occasions as well as troubleshoot all of their concerns. The business refused exchanges on April 17, 2013; April 25, 2013; August 16, 2013; and October 28, 2013 confirming that they were able to successfully operate the meter and there was no need for an exchange. On April 25, 2013 our office received a letter from an attorney representing the business stating that they would endeavor to cancel the contract at the end of 90 days due to the errors experienced and so the business was contacted on April 25, 2013 and they had confirmed that the jamming issue experienced had been resolved as they were feeding the envelopes too quickly on their end. A refusal of an exchange or resolution in order to work through an issue does not negate a contract. The business had conveyed that the postage meter was operational when asked and it was confirmed that the business was able to successfully download postage; so the meter was being used. On November 8 and again on November 13, 2013 the business had contacted our office requesting the procedure for cancellation of their account. This was being done seven (7) months after the letter from the attorney representing the business was received as the business had since then communicated several times that the meter had been working properly by refusing the exchange and continuing to use the meter for months after said notice had lapsed. When the business inquired about the termination of their contract on November 13, 2013 they were informed that they were under a three year term and would be billed out for the full term if the equipment were returned prior to the end of the term. Again, FP had offered an exchange to their equipment but the business stated that they were not interested and that they would be returning the equipment. Since that time The business has indicated to our accounting department that they would not pay any of the invoices in which they are responsible, and so the account has been assigned to a collection agency. Initial Consumer Rebuttal /* (3000, 9, 2014/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The explanation from this business is a total fabrication and preposterous. They did not offer to exchange the postage meter. We did not ever refuse an exchange of the machine or refuse service. The company failed to respond to our numerous requests for service. Their customer service is almost nonexistent. Our position was set forth in writing by our attorney to the company after numerous attempts to get the company to rectify the problem with the machine. Attached are two letters from our attorney that went completely ignored. The company is now simply constructing a narrative from whole cloth that supports their position. It is telling that they have no correspondence between us to substantiate the conversations they say to place. On the other hand, our attorney's letters contradict their unsupported rendition of events. Why didn't they contact our attorney in response to his letters to explain their position? We wanted nothing but a workable postage meter. Had they offered to rectify the situation as they claim, we would have accepted that offer. Paragraph 10(c) of the lease says that if the company fails to cure a breach within 90 days, we may cancel the lease. A copy of the terms and conditions of the lease is attached. We had every right to terminate the lease, because the company failed to provide us with a working machine or to rectify the problems brought to their attention after 90 days. We look forward to our day in court with them. Final Business Response /* (4000, 11, 2014/06/13) */ Attached is a copy of the contract signed by the business (page 1) as well as the Terms and Conditions that cover the agreement - the Terms and Conditions that the business attached are not the current terms that were agreed upon as they are not part of the contract and subsequently have no merit. Page one of the contract clearly states that the Terms and Conditions are located http://www.fp-usa.com/terms-conditions/ and those Terms are attached (pages 2 - 6). As stated in Section 10 - the agreement is non-cancellable during the initial term. The business states that they would have wanted a working meter, and as a service provider FP would have wanted to ensure that they had a working meter. Being that, it is uncertain as to why employees of the business would verify the equipment was in working order and others would maintain that it would not function properly when an exchange of the unit at no cost to the business would have incontrovertibly ruled out any issue with the individual unit. The final page of the attachment shows the usage of the business - and does show that they were able to reset the meter for postage in February, May, and July as well as a zero reset in October confirming that the meter did in fact function and the meter used as historical usage suggests. FP would like to come to a resolution with the business; a credit had been issued for one quarter while trying to work through the issues and no return processing fee had been assessed, FP will further reduce the $1,290.70 to $350.00.

6/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: our old postage machine was giving us trouble, so I contacted fp to get a new one. ***** took my call told me about new functions on new machine we would enjoy. Not ever in that conversation did she say that we would need a data port to make new one work our old one went thru fax new would not. I also asked when someone would be coming to install new one and she said I would be contacted by install. ok so new machine show up I ship old machine in box back and proceed to hook up new and in this process I called fp and the lady said if I didn't have data port I wouldn't be able to add postage, she also said I could hook up to my computer to add postage which would involve me carrying machine to another room (which is heavy) crawl under my desk and hook it up to add postage each time. I told her that I could not physically do that and she said she could not help me any further, so she transferred me to a lady************** she said she could send me a part that would make machine work bu I would have to sign a new contract I did not agree with this so I told her I would send machine back but she sorry you are stuck in your contract and have to pay. so a few days went by and I called asked for a manager told him what happened and I wanted to send machine back and he said he would work something out this was on Friday may 9th and I would have an email Monday explaining what he did to make machine work. I said great I waited and never heard from him again. I waited a week and on May 16th I sent machine back with a letter. I do not want to be responsible for contract , I received a bad product and poor customer service. I will never deal with fp again.

Desired Settlement: I do not want my company to be responsible for contract at all.

Business Response: Initial Business Response /* (1000, 5, 2014/05/31) */ Our office has been working with the business to either get them an analog modem connector for the PostBase model they have or change to another meter type altogether so they can continue to connect their meter and download postage however we have not been able to bring this to a complete resolution as contact on the side of the business has not been available due to circumstances outside of their control. Our representative has kept in contact and will be available with one of the aforementioned solutions.

6/11/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Early in February this year we were having issues with our T1000 postage meter and I called FP customer service (XXX)XXX-XXXX. I was advised the meter is obsolete and that it is necessary to upgrade which meant signing a new contract/agreement. After several phone calls, emails to get additional information I did fax the new contract to on 2/28/14. After several more phone calls and emails to customer services I finally received a package from FP last week. What I received was another T1000 machine not the upgraded machine. When I called FP on March 25, 2014, I spoke to ************ and his "manager"************* I was told this meter was sent to us to use until the new meter was available to be shipped because it was on backorder. So my question is this: If the T1000 meter is obsolete, why did they send me another one and why could I not continue to lease it until the end of the original contract which expires in November 2014. This makes absolutely no sense and I believe we were deceived into signing a new agreement as a ploy when it was not necessary. I was told the new contract now supersedes prior contract . I still do not have the new P20 meter and I emphatically advised*************that I no longer want it, cancel my order and to void the contract. He was not helpful nor would give me an explanation that made sense. He rambled about the USPS regulations. I called the USPS and they do not have anything to do with the contract wording, the rental of machines, etc. -they only the regulate postage. So again I was deceived. He also wanted to know why I would not even try the new machine now and I told him I do not trust FP any longer. I asked about keeping the T1000 contract in force until it expires which in November this year but was advised again - the new agreement/contract supersedes. I told him if the new P20 machine is delivered in the future I will refuse it. We do not wish to do business with a company that has such poor ethics and customer service. How can I be bound by a contract for equipment that I do not have or be bound by a contract that was signed under false pretenses. Today 3/26/14 I faxed and mailed a formal notice requesting to terminate the new contract making it NULL & VOID. I asked for a quick response from FP and a statement in writing that we are not bound by this new contract. I doubt I will get a favorable response so I am asking for your help in intervening. If you need additional information I have copies of the many notes, dates, emails, conversations that I have had regarding this situation that will back up the ridiculous service and problems that I have had with FP since early February 2014.

Desired Settlement: I want to make sure the new equipment contract/agreement dated 2/28/14 is Null & Void and rescinded and written verification of such. And that I am not obligated to pay any part of this agreement. I do not want to be sent a new P20 machine and want the order cancelled. I will honor our original agreement for the T1000 meter through November 2014 and use the replacement they shipped me on 3/14/14 but I do not believe I should have to pay the $30.00 shipping fee. I want FP to acknowledge that they have received my formal letter of request to void the contract which I faxed and mailed dated 3/26/14.

Business Response: Initial Business Response /* (1000, 7, 2014/04/16) */ The business had contacted our office on 2/3/14 regarding the function of the rented postage meter, T-1000, stating that the meter had ripped several thermal ribbon ink cartridges. The business was instructed that they needed to purchase ink cartridges that were FP brand as the USPS requires a special ink to be used when imprinting postage and as they had not done so as affirmed by the business, the business had effectively violated Section 2.d of the contract (on the T-1000 - Attachment pp. 2). As the postage meter is exclusively owned by FP (Section 4.a. - Attachment pp. 2), the business is liable to the damage that they had caused to the T-1000 meter. The business did speak with a few representatives before signing a new contract to upgrade the equipment to the PostBase 20 (Attachment pp. 4). Due to a backorder on the PostBase model the business was sent another T-1000, their current meter, to cover the time in which they were down due to the down / damaged meter. The business did not accept this as they requested to have the new equipment shipped. After an officer of FP had ensured that a new meter was going to be shipped, after the exchange had shipped, the business had stated that they were going to refuse the shipment and the contract should be void. Once a new agreement is signed and the information of the business along with the equipment information is sent to the USPS that is then seen as the active meter by the USPS as a postage meter holds and prints US Currency. Due to the issues that the business had perceived they had, FP offered to credit the business for the time in which they were down despite it not being a meter error but rather user neglect, and credit the ink cartridges that they had purchased for the T-1000. The business had persisted that they would not accept any offer and that the new contract was void and subsequently the old contract would be as well because it was a meter that would be coming out of the market. As the business was informed, the current model is fully supported by FP and would be for the time that the business' current contract would end. The contract for the PostBase is an active contract as seen by the USPS (Attachment pp. 4). As the business had declined all offers made by FP despite all efforts that FP had put forth to keep the business running (exchanged current product, return on supplies, credit for time down, expedited shipping on backordered equipment) due to the business' actions FP will cancel the business' contract as they are requesting - however, FP requests that the business return the T-1000 and pay out the remainder of that term, pay the fees associated with the damage caused by the neglect of the business which can be found online under the terms and conditions fees on the customer's account; as well as a reduced return processing fee for the PostBase 20 which will cover the programming and shipping fees. The total that would be due is $2,297.79 ($244.32 for three quarters; $50.00 for the exchange due to damage; $1,000.00 for the damaged T-1000 meter; $128.07 for the recent supply order; $125.40 for the shipping fees associated with the expedited shipment and refusal of said shipment via *****; and the $750.00 return processing fee) aside from not charging the amount due for the PostBase contract ($936.00) FP will reduce the amount by almost 48% to $1,100.00 to bring this to a resolution quickly. Initial Consumer Rebuttal /* (3000, 9, 2014/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are several discrepancies or disagreements that we will respond to: Paragraph One: (in regards to using FP brand ink cartridges) The last time we purchased FP brand ink cartridges was on July 10, 2013, purchased from Mail Quick online. I have attached a copy of my invoice. I did not purchase these directly from FP but the invoice clearly indicates these were FP products. I am also attaching a copy of the website page from Mail Quick indicated under Item Description as a "genuine FP red ink cartridge" and a "brand-named product. Prior to that I ordered ink cartridges directly from FP on March 13, 2012. We did not violate Section 2.d of the contract. As far as the FP response statement "The business did not accept this as they requested to have the new equipment shipped." That is a false statement. When I received the replacement T1000 machine I was taken aback because I was expecting the new machine PB20. I was NOT informed that I would be sent a replacement T1000. Had I know one was available I would NOT have signed a new agreement and we could have continued on the original contract. I called FP as soon as the replacement T1000 machine arrived and asked then about keeping the original contract. They refused stating the new contract supersedes the current contract. Thus I believe I was deceived into a new contract. Paragraph Two: We disagree and will not accept the statement of "user neglect". We have used FP brand products even though we did not order them direct from FP. Paragraph Three: We will not pay for damage caused by neglect - because there was NO neglect. We will pay out the remainder of the original term that expires November 2014. We will not pay the programming and shipping fees for the PostBase 20 machine because FP was emphatically told numerous times not to ship it prior to the actual shipping date. We will not pay for the $128.07 for the recent supply order because we will return it. We will pay $244.32 for three quarters as stated with the understanding that the original contract signed 7/31/2008 and expiring in November 2014 is ended and will not be renewed. We are doing this out of desperation to sever ties with a company that uses deceptive tactics and has very poor customer service. And it appears we are not alone when you look for complaints and reviews from other unsatisfied customers. I will return the two T1000 machines and the unused ink cartridges to FP. I need written confirmation from FP that they accept the cancellation of the original agreement and that the second agreement dated 02/28/2014 is null and void. Final Business Response /* (4000, 15, 2014/05/22) */ Attached is the tracking information from *****, and yes the meter that was to be shipped out was picked up at 3:01PM from the sorting facility in Elk Grove, however the line that is prior to that will show that the package was scanned by ***** at 12:44PM when it was picked up at our office in Addison, IL. By the time the request had been made to have the equipment stopped it had already been picked up by ***** from our facility as ******** call was at 12:45:24PM. In their response on 4/24 the business stated that "FP was emphatically told numerous times not to ship it prior to the actual shipping date." As from the aforementioned statement that is not accurate as the conversation was on the same date and time that the meter had been shipped. Sending out a meter is not a quick process as it needs to be programmed specifically for each individual user and that process had started earlier. Again, a number of things had been done for and offered to the business despite the business' claims. Receiving an exchange for a current meter that is listed as a discontinued, but supported product so as to be upgraded from - however while a sudden backorder resulted in an that exchange was done to ensure that the business was not without a meter for a prolonged period of time. The business states that they never insisted that the meter be rushed to them, but that is the basis for the entire complaint - their current meter was experiencing issues (inoperable due to their misuse); they had upgraded to a new meter but were not sent the equipment due to a backorder on FP's end. If the first T-1000 was not inoperable then there would have been no issue in waiting for the PostBase as the business had just ordered ink, but they were not able to use the current meter so FP programmed and shipped an additional T-1000 (again a discontinued, but supported product) at no expense to the business to ensure they were not down for any additional time during the backorder. Again, the business was offered a credit toward their invoice for the short time they were down and the ink they had purchased was going to be taken back and credited. Their order was pulled and processed right away, but still the business refused delivery, and had refused any and all offers made by FP. This is a link to the USPS DMM: http://pe.usps.com/text/dmm300/dmm300_landing.htm as from the original complaint of the business when they had stated that they called and spoke to the USPS and were told that they only regulate postage, they can see that they might have been misinformed by whomever they spoke. Knowingly or not, the business is still in breach of their contract. FP will make a final offer to cancel the contract once the equipment is returned and the amount of $497.79 is paid to close the account. FP has reduced the amount owed from $3,316.16 encompassing the contract and fees associated with the account to $2,297.79; and again to $1,100.00 and now finally $497.79 while the business has not moved from their original offer of $244.32. Final Consumer Response /* (4200, 13, 2014/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the 5/4/14 response from FP. Again there are several outright untruths to their response. We did not knowingly breach our contract regarding purchasing FP ink supplies from another source. The ink cartridges purchased were clearly FP brand products. We did not damage or neglect the machine. We did request the stop of shipment on the new PB 20 meter on the morning of March 25, 2014. I spoke to*****************************. I have a copy of the****** tracking sheet that indicates the machine was picked up by Fed X at 3:01 pm on March 25, 2014. The shipment could have been pulled therefore, FP's statement that our request was not made until after the shipment is FALSE. AT NO TIME did I "insist" the new meter be shipped to us immediately. I was NEVER told that I would receive an exchange on the current meter before receiving the new meter! Again, if I had known I could get an exchange, why would I have agreed to a new meter and contract. This is ridiculous. In the same conversation with *********** on March 25, 2014 (as stated in my original complaint) I emphatically requested to void the new contract. Yes I willingly signed a new contract with the misleading information I was given that we had to upgrade without EVER knowing a replacement was available. I strongly disagree with FP's statement of "going above and beyond to assist the business". FP is not assisting us by falsely accusing us of neglect or damage to the machine. FP is not assisting us by responding with statements that are untrue. FP is not assisting us by requesting we pay $1,100.00. As stated in our 4/24/14 response we will pay $244.32 for three quarters with the understanding that the original contract signed 7/31/2008 expiring in November 2014 is ended. We will return the two T1000 machines and the unused ink cartridges to FP. I request written confirmation from FP with the acceptance of the cancellation of the original agreement and the second agreement 2/28/14 is null and void. As a long time past customer we are requesting FP accept our offer and end this dispute. Consumer Response /* (2000, 21, 2014/06/11) */ We accept the offer from FP to pay their offer of $497.79 as per their response dated 5/22/14. This payment represents final resolution to this dispute with the understanding that no further action will be taken with our company, Stearns Super Center. We will return the two T1000 machines and the unused ink cartridges to FP.

6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vendor hold firm on their unreasonable 12 month auto renew policy that must be notified 90 days prior to the renew. We have returned the machine., We have been threatened with collection of a unused rent charges. Buyers beware of this penny wise pound foolish business practice

Desired Settlement: Drastically reduce final bill from 12 months to 1 or 2 months

Business Response: Initial Business Response /* (1000, 5, 2014/05/28) */ This complaint was filed with our own information and should not be applicable as there is nothing and no one in which to respond. Please have the case removed from our records.

5/15/2014 Delivery Issues | Read Complaint Details
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Complaint: Our company entered into a rental agreement with FP Mailing Solutions to rent a postage machine on 12/30/2013. Our account number is XXXXXXXXX. Our sales rep, ***********, originally rented to us a postage meter model that did not meet our business needs even after assuring us that it was what we required.**** sent us the Optimail30. We found out after receiving this meter that the meter could not give us commercial based pricing which was one of our requirements. After calling FP Mailings' rate department, ******* told us that the machine**** sent us would never be able to provide the correct pricing and that we were rented the wrong machine. At the beginning of our contract,**** promised a "try-out" or trial period and we found out from another sales rep, **** ******* that they never do "try-out" periods, so we could not cancel our contract.**** also told us we would receive 2 months free because of an incorrect contract dating issue. We did not receive this either. On 3/4/14 we called and emailed **** ****** the issues we had with****. We sent **** all the email correspondence and he responded that we were still under contract and he would send us a machine that would fulfill our contract requirements. On 3/19/14 *** ************ (President of ************* emailed **** ****** our complaints. **** ****** responded and sent us a different machine. We signed another rental agreement on 3/27/14. We received the Postbase 30 postage meter 04/07/2014. We installed the meter and the MailOne 2.0 software required for the meter on our Windows XP computer. We received multiple error messages and began calling FP Mailing tech support to resolve the issues. We were on hold multiple times for over an hour each time and sometimes their system would hang up on us. Each time we called tech support, we were told that the drivers on the software were not working or installing properly. We spent countless hours on the phone with various tech and customer service reps trying to resolve the issues. We then bought new computers since Windows XP was no longer supported and installed the postage meter software on the new computers using Windows 8 operating system. We went to the FP Mailing web site to double check the postage meter software requirements, and it stated that the software will work on Windows 8. We called tech support again and went through the installation process and the customer service rep, Trina, told us that the software would never work with Windows 8. We pointed out that their website specifically stated that Windows 8 was a minimum system requirement. She stated that it was a mistake and they would have to take it off the website. We also told her it was in the MailOne 2.0 Software brochure. She transferred us to tech support we began troubleshooting the software with*********. We spent countless hours on hold and speaking with********* in IT to find out what the problem was.********* could not get it to work either. We have tried everything IT told us to do (changing drivers, connections, reloading software, etc..) and still the postage meter and software would not print postage labels. We called **** ****** and********* multiple times and did not receive any call backs or emails. At this point **** ************ (VP for Atlas-Mike's) emailed **** ****** on 4/25/14 stating that since FP Mailing was not able to get the machine/software to work as per our rental agreement/contract, that the contract was now void and we would send all equipment back. We received no response and sent the equipment back on 4/29/14 fully insured, with Return receipt signature required. We closed out our account and FP Mailing Solutions owes us postage not used for $243.90. **** ****** finally called back and spoke to **** ************. **** ****** stated that since we sent the meters back FP Mailing Solutions will bill us for the full terms of the contract regardless of the issues we were having. This is unacceptable service.

Desired Settlement: All our company wants is to have the rental agreement contract voided and the left over postage refunded in the amount of $243.90. We followed the Return Instruction we received from FP Mailing Solutions and emailed their refund department on 04/30/14. Since FP Mailing Solutions was unable to provide a working postage meter/software for our business needs per our contract, that contract is now void. We paid invoice #RIXXXXXXXXX for shipping costs for the first meter, invoice # RIXXXXXXXXX for shipping for the second meter, invoice #RIXXXXXXXXX for the 1st quarter rental agreement service in good faith that the postage meter would eventually work for our business. We now have two additional invoices that we will not be paying for the second quarter of service for the old machine (inv #RIXXXXXXXXX) and second quarter service for the new machine (inv #RIXXXXXXXXX). We also paid $180.65 to return both machines to FP Mailing on 4/29/14. We are frustrated and disappointed that FP Mailing Solutions could not get the postage meters to work. We felt lied to by the first sales rep, Tim, and ignored by **** ******. Their IT department tried everything they could to help us get the software running. This whole experience was filled with unacceptable business practices.

Business Response: Initial Business Response /* (1000, 5, 2014/05/10) */ The PostBase meter is compatible with Windows 8 software, as that is not an error listed on the specifications. The postage meter did function less the software as it seemed to be a driver error with a computer on the end of the business that would not take the download. Having the software being unable to download while still having a function meter less CBP rates is not what FP wants anyone using the service to experience, but with the error being out of FP's control and unable to troubleshoot to a successful result does not lead to unacceptable business practices. Despite the meter still being able to function less the software, FP has cancelled the contract at the request of the business. The remaining postage is refunded by the USPS directly, and the request has been submitted. The reimbursement for the remaining postage, $244.17, can take 6 to 8 weeks for the USPS to process and that is likely the reason that it has not yet been received. Initial Consumer Rebuttal /* (3000, 7, 2014/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, the contract has now been canceled and the postage refund is being processed, but FP Mailing Solutions still is billing us for the full amount of the contract minus what has already been paid. We asked for it to be voided, as in no money owed for the terms of the contract considering they were unable to troubleshoot the software problems successfully. The Postbase30 Meter did not work with CBP Rates because the software & drivers that are required for CBP would not work on any of the computers we tried. We downloaded all software and all drivers FP Mailing Solutions' IT department told us to use and that they emailed to us, not just on one computer, but on several different computers. This was not a one computer issue. We did everything their IT department asked of us as we stated in our complaint. Their IT department could not give us the results promised. The software was the most important part of the postage machine for our company, as we needed the ability to print commercial based pricing (CBP) rates on the postage meter. We would have never selected FP Mailing Solutions as a postage provider without receiving the CBP rates, as that was the most important requirement for our company. We will not pay for a three-year plus contract for postage meter software that their own IT personal could not get working on more than one computer. This is the issue that we are questioning their business practices on. *********** stated in our last communication that we would be billed the remainder of the contract regardless of the reasons, since we canceled our contract before it was done. This is unacceptable. Final Business Response /* (4000, 9, 2014/05/13) */ There seems to have been a misunderstanding in the previous response regarding the cancellation of the account - the account has been closed and the contract cancelled with no further funds due as originally requested. Final Consumer Response /* (2000, 11, 2014/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Lease Signed on: 10/8/13 Model Number: *********** Account Number: ********** Email Complaint Dates: 11/12/13, 11/25/13, 12/20/13, 12/26/13, 1/14/14 Sales Rep: ************************************************ FP is billing SECO-LARM for services not rendered. We do not believe our situation was handled appropriately and do not believe SECO-LARM should be billed for an unfulfilled obligation on FP's part. Summary: 1. We were not advised that the meter would be refurbished. 2. The postage meter we received was not working properly. Countless days were spent in an attempt to make the postage meter work. 3. Our first attempt at requesting for a technician resulted in a 40 minute hold and then being automatically disconnected because FP was experiencing technical difficulties. 4. The FP customer service representatives that we have had to work with have been completely unprofessional and unhelpful. 5. We requested for the termination of the contract after the aforementioned had taken place. 6. We were offered a different postage meter as a resolution, but we turned down the offer due to false advertising with the first meter (the meter was advertised as user friendly and required no on-site installation) and poor customer service. We are a business and cannot afford to spend additional time and money on a replacement meter that may or may not work. 7. The faulty meter and accessories were returned to FP insured and via USPS as per the instructions provided by FP at SECO-LARM's cost. SECO-LARM has fulfilled its obligation and we believe that it would be appropriate for FP to hold up its end of the obligation by being ethical and providing SECO-LARM with a swift and agreeable resolution to the billing matter at hand.

Desired Settlement: Zero Dollar cancellation of contract.

Business Response: Initial Business Response /* (1000, 5, 2014/04/26) */ To address the concerns of the business in the complaint; a rental agreement was signed between the business, SECO-LARM, and FP Mailing Solutions on October 10, 2013 for an OptiMail 30 postage meter at a rate of $34.95 for a 12 month term (Attachment pp.1). On the agreement page under Terms and Conditions it is stated that the equipment is self-installable and the business can contact Customer Care for help with the installation. When the business contacted FP they had indicated that they were unable to operate the meter properly and had thought that it was the fault of the equipment. It was told to the business on October 25, 2013 as well as November 6, 2013 that in order to have the meter function they would need to have postage available to download. In the Terms and Conditions: Section 4.b. it is stated by the USPS that funds must be available with the USPS before the meter can be reset (Attachment, Highlighted, pp.3) and Section 8.a. / 8.g. / 8.h. explain in detail the Acknowledgement of Deposit Requirement by the USPS (Attachment, Highlighted, pp.5) and the full USPS Acknowledgement - Section 11; specifically 11.d and 11.e. (Attachment, Highlighted, pp.6). Page 7 of the Attachment shows the account of the business as seen by FP and the USPS as well as the transaction history of the meter. The business was able to complete a "0" reset - the act of resetting for $0, which by this action it demonstrates that the meter was in proper working order, however the business had not yet made funds available to download onto the meter and throughout the time that the equipment was in the possession of the equipment they had never made funds available. This action is a direct violation of the aforementioned sections as the business did not only have a contract with FP, but also with the USPS as the meter holds and prints US Currency. When FP was in possession of the equipment it is required that any postage on the meter is removed and refunded to the account of the business with the USPS, however the result of the refund was $0 as again no postage was downloaded because none was made available to the USPS by the business. The postage meter cannot be owned by the business as it is the sole property of FP, one of the authorized manufacturers by the USPS, as no individual business may own a meter because it prints US Currency. As stated in Section 6.i. (Attachment, Highlighted, pp.4) the agreement can be cancelled due to the violation of the agreement by the business. As the business was certain it was the functionality and operation of the equipment, FP had offered a different model to be rented, but the business refused and persisted to return the equipment despite being informed on November 6 and 12, 2013 that they were under contract for the full 12 month term. As stated in Section 3.i (Attachment, Highlighted, pp.3) that the business is required to return the equipment to FP at their own expense and that FP can charge a Return Processing Fee. In this instance, FP has not billed the $500.00 Return Processing Fee and had invoiced the business the amount of $451.71 - the billing due for the term of the agreement. As there was no issue with the equipment as demonstrated by the actions of the business and attachments, and the Return Processing Fee had already been waived; FP will close out the account upon receipt of the $451.71 payment due by the business. Initial Consumer Rebuttal /* (3000, 7, 2014/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. We had received in the unit (which was a used unit) and then proceeded to try to set it up. Many hours were spent on the unit and trying to get through to FP technical support (which were some of the most unhelpful and condescending people it has been my misfortune to talk to). 2. Our tech support team reviewed the installation manual and it seemed that there was some problem with the machine as it would not connect to the mailing service. Again many hours spent waiting for the FP technical support department and then they had our technical support team run through several steps with the unit (which were not documented in any of the manuals and fairly convoluted). 3. After about 2 days of this calling back and forth it seemed that the unit was installed. At that point we tried to print a $0.00 stamp on an envelope. This failed miserably. We just wanted to make sure that the ink would stick to the gloss stock that we use. 4. At that point we boxed the unit up to send it back. 5. FP did not offer to exchange the unit for another equivalent one. Instead they pushed us to get a different model that would not print to the mailing media that we use. 6. We will pay the outstanding balance as long as the contract is terminated. Final Business Response /* (4000, 9, 2014/05/10) */ Again, in the USPS DMM and the Terms and Conditions where this is referenced: Section 4.b. it is stated by the USPS that funds must be available with the USPS before the meter can be reset (Attachment, Highlighted, pp.3) and Section 8.a. / 8.g. / 8.h. explain in detail the Acknowledgement of Deposit Requirement by the USPS (Attachment, Highlighted, pp.5) and the full USPS Acknowledgement - Section 11; specifically 11.d and 11.e. (Attachment, Highlighted, pp.6). A $0 imprint would not have been able to be printed until funds were deposited into the postage account with the USPS. Moreover, the initial download needs to be for the aforementioned funds, not a 0 reset. Any errors experienced were predicated on the fact that no funds had been made available to the USPS in order to be downloaded on the meter. However, the final point made by the business of payment of invoice with the termination of the contract is the same offer previously offered by FP. Once payment is received the account will be considered closed as the business requested. Final Consumer Response /* (2000, 11, 2014/05/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The only part of this that we are satisfied with is the agreement to the termination of the contract. We are still very dissatisfied with the service. We tried in good faith to work with the tech support who were very rude and at times combative as well as unprofessional. When we asked to return the unit since it did not meet our needs we were directed to the cancellations department which tried to lease us equipment that we could not use. None of these items were addressed and only the continual responses to sections of the contract were presented. Our payment has been sent out and we await final confirmation that the contract has been terminated.

5/13/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I obtained a postage meter from FP Mailing Solutions on 2/6/13. I had recently been using ****** ***** and they compared there postage meter to the one I was currently using. I struggled with using the meter for several months without complaint but it was very temperamental and was not at all what they said it was. I am a tax accountant so did not have any time to deal with it until after tax season. I first contacted them in August or September with issues regarding the meter. No one ever called back or was able to help and then stated that I was under contract and would need to pay until my 2 year contract was up. I wrote a letter to them in October regarding my frustrations,etc and still did not receive any response even with follow up emails, etc. I finally returned the meter to them at a cost of $23.45. I received bills for the remainder of the contract and responded with a fax to customer service, still did not ever receive a response. I then received a phone call and letter from their attorney dated 2/14/14 demanding payment and threatening to put me in jail if I didn't pay the bill. Please help!

Desired Settlement: I would like the remainder of the contract dismissed of $407.12 as I no longer have the meter and I don't feel that they upheld their contract. Absolutely no customer service was available to help with any issues.

Business Response: Initial Business Response /* (1000, 5, 2014/03/02) */ In July,****** from the business had contacted our office in regard to the operation of the meter and had been given options on upgrading as requested. On September 3, 2013****** again contacted our office to notify that they did not want to upgrade or look at other options, but rather cancel their account and return the equipment. The business was informed that they were under a contract and that if they were to return the equipment they would be billed for the remainder of the term of the contract.***** from the business had contacted our office as well on September 11, 2013 stating that she was not happy with the operation of the equipment and would be returning it. Page 7 of the attachment affirms what had been addressed with the business, that the meter performed to its specifications and that it was within the correct range for the amount of mail that the business had been processing. It also affirms that the equipment performed the entire time that it was in possession of the business as they continued to add postage / and were able to run all of the postage in the meter down to $0.00. The business had been informed of the contract that they had signed (Attachment pp. 1) as well as terms and conditions (Attachment pp. 2 - 6). The meter operated and continued to operate based upon the information given. The business did not accept an option of an upgrade nor troubleshoot any issues that were prevalent with the meter. The invoice the business received was for the remainder of the term, and FP did not bill the return processing fee. However, this invoice was sent out when the equipment was returned in September and so the call and the letter referenced that the business received are from a collection agency, which is a separate company than FP, as the business was more than 120 days past due and unresponsive to FP's requests to address the billing. The letter and content of said letter could not be controlled by FP as previously mentioned, due to the fact that it is a separate company. Initial Consumer Rebuttal /* (3000, 7, 2014/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business did give us the option to upgrade for an additional monthly fee for a meter that was supposed to do what the one we did have from them didn't. They refused to take any responsibility for the meter not working the way that they stated it should. When I signed the contract I was supposed to receive a meter comparable to the ************ meter that I had. I didn't receive anything of the sort but dealt with it for as long as I could since it was less expensive. When I or****** contacted them for assistance, we did not get any help or solution that was acceptable. Most of the time, it would not measure the mail correctly and therefore had to drive to the post office 20 miles away to mail things out which was explained to them when we called. The statement showing me putting postage on and off the meter does not show the countless hours I paid wages for my employee to fight with the meter. I responded to every statement that I received from FP Solutions since I returned the meter. I have attached the letters and faxes that I sent with absolutely no response until I received the letter from their attorney and the phone call threatening me that they would throw me in jail if I did not come to Illinois. Final Business Response /* (4000, 17, 2014/05/10) */ As stated in the original rebuttal to the complaint of the business, one of their employees had refused the exchange, an exchange being defined as a replacement of the same model, or any other options provided (being an upgrade to another model as the operation of the current model was not preferred by the business) in an effort to help resolve the issues. Returning a working meter while still under contract does not release the business from said contract. Since the onset of this, FP has reduced the amount owed by the business from $907.12 to $407.12 removing the return processing fee; again reduced to $300.00; and once more to $200.00 for a total of $707.12 (almost 80%) removed from what was owed. The business had refused to pay any of the remainder of their contract until the final statement in which they offered to pay $50.85. FP has made a number of concessions to resolve this matter both now and prior to the complaint where the business has not made any attempt to come to a middle ground. FP is going to hold at the request for payment at $200.00 in lieu of the $907.12 owed and once received the account will be closed. Final Consumer Response /* (4200, 11, 2014/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) FP keeps stating that I opted for the less expensive model. Yes I did because they told me it would work similarly to the one I currently had from ************. I obtained their postage meter on 2/6/13 which is dead in the middle of the busiest work time in my career as a tax accountant. I worked with what I had as I had no choice. When I started complaining, I received no help except that I should upgrade and pay more money for their upgrade. If I did that, I would have just stayed with the ************ meter that I had before. I switched to them to save money. The lack of customer service with FP Solutions is what finally made me return the meter as they never wanted to help and the postage meter they sent to me did not work at all like they said it would. It was not easy to use and didn't work most of the time (would not measure properly). The letter and content and actions by the collection agency may not be controlled by FP, but they are representing their company therefore they are responsible. In an effort to settle it from my side, I will pay the meter rental that went through November for $50.85. That is all I feel that I am responsible for.

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After receiving the 3rd postage machine from this company and still not being able to use the product, we decided to go with another company. I have requested, by email and phone,our postage money to be refunded to us. All attempts have been ignored.

Desired Settlement: We do not have a problem buying out the contract for our bad decision to sign with this company but we either want the postage money back or have it applied the remaining contract requirements and the balance sent to us.

Business Response: Initial Business Response /* (1000, 5, 2014/04/29) */ The request to refund the postage had been submitted to the **** as FP does not have the ability to refund postage as postage funds are held by the*****. We had requested that the business submit a letter requesting the refund so that we can follow up with the***** on their behalf. The***** will be sending their refunded postage, $300.00, directly to the business. Initial Consumer Rebuttal /* (3000, 7, 2014/04/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) When David Hanson called me the day after my complaint was filed, his verbal response does not match this written response. I was to submit a letter to FP, not the*****. I sent the postage money to FP when the account was setup. Why would I contact***** when I didn't sent them the check? Final Business Response /* (4000, 9, 2014/05/09) */ The*****, not FP, holds postage funds. The letter submitted to FP for the refund of their postage funds was submitted to the***** on their behalf. The business does not need to take any further action as the***** will be refunding the money directly to them. Final Consumer Response /* (2000, 11, 2014/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept because I received our money.

3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We received the meter (Optimail 30 meter w/ scale, sealer, and catch tray) in November 2013. Once we set it up we were unable to load postage. We attempted to call support several times and it was either busy or the wait time was rediculously long. Once we were able to get though we were told the line we had previoudly used for the************* meter would not work. However, when the sales representative came to my office he said that it would work. After about 5 days and several attempts we were able to load postage. We were told this would probably continue to be a problem. Customer service was horrible on the phone and emails were not responded to for up to 3 weeks each time.

Desired Settlement: The contract has been cancelled. I do not think we should have to pay the total $1167.75 for the 36 month agreement when we returned it before the first quarterly payment would have been due. I am willing to pay the $97.31 that would have been for the 1st quarter payment even though the machine was only in use for 1 week and returned by January 31st at the expense of my company.

Business Response: Initial Business Response /* (1000, 5, 2014/02/28) */ The business had received the opti30 postage meter and had unlocked it on November 8 2013, as it is locked for shipment, but had not provided any means for downloading postage. On November 21, 2013 the business had provided banking information that would allow for postage to be downloaded from their account to the meter. As seen by page 7 of the attachment the business was able to download postage ($100.00) on the 21st on November as soon as they made the funds available. When speaking to our Customer Care there were no error messages that were displaying that there was an issue with the equipment, the trouble the business experienced in downloading would have been with their line. The day after the business successfully downloaded, November 22, 2013, the business called in again to request to cancel their contract due to the service. At that time the business was informed that FP could exchange the equipment but if the error persisted then the trouble is with their phone line. This option was not viable and the request for cancellation was made and so the business was informed of their contract term. Again in December 2013 the business submitted their request to cancel their account. The business was informed that they were able to download their postage onto the meter and that there are no issues with the equipment, so if the equipment is returned they would be billed per the terms of the contract (Attached PP. 1 - 6). The equipment was received on January 27, 2014 and the billing due for the term of the contract is $1,667.75. FP was willing to exchange the equipment and troubleshoot the issue with the business, but the equipment was returned while still under contract. In order to bring this to a resolution, FP is willing to send another meter out to the business in order to verify their lines or in they want to continue with the cancellation reduce the final amount due from $1,667.75 to $1,000.00.

2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered the ****** machine recently. Upon setup, I needed to contact customer service (I was assured by the sales person they had low wait times). My first contact required 2 phone calls (the first time they cut me off while in holding cue) and 1/2 hr of my time before I spoke to anyone. The machine is archaic and extremely loud and annoying. I asked to return it immediately upon setup and was told I was under contract and stuck with the machine for 1 year. Buyer beware!

Desired Settlement: I would like the company to accept return of the machine. Even though I haven't used it, I am willing to pay the 1st months lease to just get it out of here.

Business Response: Initial Business Response /* (1000, 5, 2013/12/15) */ The meter the business ordered is an inkjet meter that could be set up without the necessity of calling in to our call center; the meter was locked for shipment until the day in which the complaint had been filed by the business. When expressing their displeasure for the meter, the business was offered an upgrade to another meter model, one that uses a thermal cartridge and so it should remedy the business's issues. The business declined to look at that option as they did not want to have any increase to their current rate - the upgrade was offered at a discounted rate, however the business already has the current meter at a discounted rate so the upgrade must seem like too much of an increase. FP had informed the business that they were contractually obligated for a one year period and that if they wanted to cancel out the contract and return the equipment a settlement could be made. Instead of billing for the full contract term or the full contract term and the Return Processing fee of $250.00 - FP will close out the account upon the return of the equipment and payment of $200.00 (a reduced Return Processing fee). As the business last communicated with our office, they intend to keep the equipment and should they have any issues with the equipment we would exchange the equipment to ensure it is performing as it should. Final Consumer Response /* (4200, 19, 2014/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response makes no sense. On one hand they say they will cancel the contract but on the other they want me to pay the contract term. Ridiculous answer. Can only determine response was given by an uneducated individual. I don't have time for their nonsense anymore. There resolutions are unsatisfactory and I will not agree to them. I will continue to keep the paperweight since I am paying for it. I will return it at the end of the contract. It is not being used right now and at least they can't give it to some other trusting person or company. It is a junk machine. Final Business Response /* (4000, 17, 2014/02/02) */ FP has agreed to cancel the contract but a final invoice cannot be generated until the equipment has been received into inventory by FP as the postage meter is a federally regulated piece of equipment that cannot remain in the possession of the business outside of contract. Section 3.i. states that the customer is responsible for the return of the equipment, so a return label will not be sent. At this point the business has two options available to them to exercise at their discretion and throughout this correspondence the business has requested these options yet wavers on their end result. As of late they have taken to the direction of defamatory remarks coupled with the lack of their decisive action based on a result that they had requested. Again, the business can keep the equipment through their term as they had originally stated they would or they can return the equipment and have the contract cancelled out and not pay a Return Processing Fee but only the amount of their contract term.

2/21/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called on November 4 to cancel my account but was told I could not cancel because my contract had auto renewed on October 21. I requested a supervisor, was told someone would call me back but no one ever did call me back. I returned the postage machine on 11/6 with a letter requesting my account be cancelled. They received the machine on 11/8 but continued to bill me. I called today and spoke with a supervisor named ****. He refused to cancel and credit my account even though he did verify that they have the postage machine at their facility. He told me that he would place my account with a collection agency and I told him I would file a BBB complaint. He began yelling at me and I hung up on him.

Desired Settlement: Cancel my account and give me a full credit of the $ 118.28 they show I owe on their current statement.

Business Response: Initial Business Response /* (1000, 5, 2014/02/07) */ Attached is a copy of the contract signed by the business. On both the first page of the contract under the term length as well as on the second page in section 10. Term and Termination it is stated that the contract is set for an initial term, which in this instance was twenty-four (24) months and would automatically renew without any action from either party for an additional one (1) year period unless a 90 day written notice had been provided by the business prior to the end of the current term. Yes, the business did call to request the cancellation of their account on November 4, 2013 but that had already exceeded the time in which it would have been necessary to notify of their intent to cancel as FP would have needed to receive their written notification prior to July 23, 2013. The business did receive multiple invoices: the first was a regular quarterly invoice in the amount of $44.85 that was sent out as the business returned the equipment unauthorized. The other is for the remainder of the term in the amount of $176.83. Both invoices are valid and the total amount of $221.68 is due. The business was speaking with the credit manager,*****, but disconnected with him and could not come to a resolution therefore the full contracted amount stands.

1/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have the postage machine along with the original container and packing. I am collecting Social Security Disability and cannot afford the $30+ label for shipping this back. We told Mr. ****** when the fax line was going to shut down so he could send it but he never did. We went out of business in debt and would just like FP to send the label that they promised so they can get their machine back. They have contacted a very rude debt collector that is just doing his job but you don't have to threaten or start name calling to come to a solution. The original contract that was signed for this meter was in the name of my company 'Celtic Contractors'. That name is still on the original delivery container. That company went out of business in November of 2012. The name on their complaint in under '******* Clerical Corner'. There is no signed contract between FP and ******* Clerical Corner. All I want is for them to send me the label that they promised so I can ship their machine back. That is all.

Desired Settlement: I would like FP to e-mail the shipping label that they said they would so I can send back their meter. That is all.

Business Response: Initial Business Response /* (1000, 5, 2013/12/12) */ Throughout the duration of this account,****************** had been in contact with FP on behalf of Celtic Contractors and on April 4, 2013 she had notified FP of a DBA name change of Celtic Contractors to Cathy's Clerical Corner. Being the signatory of the account on the contract, a new contract would not be necessary for the name change. On June 24, 2013 ********* called in to request the cancellation of their account and Return Instructions had been sent informing her that the contracted term is not set to end until 12/2013. On August 5, 2013 a request was made for a return label to return the equipment, again the business was informed that they were still under a contract term. Being that the postage meter holds and prints US Currency the business is responsible to return the equipment and the account cannot be considered closed until that time. Despite what had been said, the meter had been actively reset and used through May 2013 until it was locked on June 1, 2013 for non-payment. Return Instructions have again been sent and the account will be closed once the equipment is returned and the past due invoices are paid. Final Consumer Response /* (2000, 11, 2014/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The return label was e-mailed today. The label was placed on the container and dropped off at the Post Office today... Jan. 03, 2014 This was all we wanted them to do was send the label as they promised. It has only taken six months but they have done what they promised. Final Business Response /* (4000, 9, 2013/12/26) */ FP had informed the customer that Return Instructions would be sent, not a return label and the Return Instructions were resent last week to the business. However, FP will send the business a return label to return the equipment but all invoices (both past due and those yet to post) must be paid through the duration of the contract before the account will be considered closed. The sending of the label does not authorize the cancellation of the contract / account and should the business decide to utilize the label to return the equipment they must understand that they are still liable for any and all invoices on their account.

12/17/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I have made repeated attempts via phone and email and have had not recieved a valid response to my questions. The questions I have are regarding the cancellation of account #XXXXXXXXX for ***** *** and Associates and some equipment that was refused for return. Here is a timeline of events: * On 09.12.13 I was sent a copy of our agreement by ************* * On 09.19.13 ****** from FP sent me a breakdown of costs should we decide to continue our contract with FP. * On 09.25.13 I contacted ****** to let him know that we had decided to go with another postage provider. I received this response that day from ******* "You will have to call FP and go through cancelling your contract. I am a field tech and cannot take care of this for you. They will provide you with all steps to cancel." * On 09.27.13 *************from FP sent return instructions to me via email. * On 09.30.13 I sent****** formal notification that we had decided to cancel our contract. * On 10.04.13, per******'s instruction, that formal cancellation notice was also sent to '************@fp-USA.com' * On 10.07.13 ***** *** and Associates removed and returned the meter per the instructions sent by FP. * On 10.08.13 the meter was confirmed as received by FP. * On 10.15.13 a follow up was requested from ************* but there was no response. * On 10.29.13 I requested a refund for the $231.14 in prepaid postage in the machine '**************@FP-USA.com' * On 10.29.13************** informed me that we needed to return the Ultimail 65 Digital Mailing System with Automatic Feeder/Sealer & 10 lb. scale per the instructions she emailed to me because it was part of our rental contract. * On 11.11.13 CF&A packaged and shipped the items per FPs instruction back to them at CF&A's cost. * On 11.14.13 CF&A received the packages back with a notice that stated "Content of the carton was not an authorized FP Mailing Solutions Return." * On 11.19.13 CF&A received 2 invoices from FP Mailing Solutions for the cost of sending those packages back - On 11.21.13 *************called to say that he would look into the issue and waive the cost of sending the packages back -On 11.25.13****** emailed me & said they sent the equipment back bcs. we were not renting it from them. -On 11.25.13 I resent a copy of our rental agreement that clearly states we were paying a rental fee to FP for the equipment. -On 11.29.13 ************* sent me an email saying we had a $0 balance. I replied stating that we STILL do not know what to do with this equipment and no one has responded. My concern (given all of the horrible reviews this company has) is that we will dispose of the equipment and they will come back and try to charge us for it. I just want clarification IN WRITING that we own this equipment and do with it what we wish, but no one can give us a straight answer.

Desired Settlement: We would like a response IN WRITING that states: - Our contract has been cancelled and our account is closed. -We do not and will not owe any money to FP Mailing Solutions. -That FP Mailing Solutions has possesion of all equipment related to our account and we do not need to return any equipment to FP Mailing solutions(specifically the envelope feeder, scale that we attempted to return on FP Mailing Soutions request). -Clarification that*********************** OWNS the scale and envelope feeder.

Business Response: Initial Business Response /* (1000, 5, 2013/12/14) */ This complaint is unwarranted as what FP has given the business as much information that they can give. The PSD is what is owned by FP Mailing Solutions, federally regulated by the USPS, and what needed to be returned, the base and feeder were acquired through a third party. The rental contract is for the PSD / meter, as defined by the terms of the agreement, and the business in their complaint stated that they received by one of our AR Representatives the resolution they are seeking - an email stating they have a $0 balance and their account with FP is closed. However, because the base and feeder were not leased or purchased directly from FP Mailing Solutions but through a third party, FP cannot state that the business owns the remainder of the equipment. The business would know whether or not they have a contract for the equipment so FP cannot legally speak to a matter of which they have no knowledge. Final Consumer Response /* (2000, 7, 2013/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) This complaint was indeed warranted if for no other reason, it generated a long over due response from FP Mailing Solutions. It should never take 3 months to receive a legitimate answer from a business. Our FP contract stated that we were renting the equipment in question from FP Mailing Solutions and we were informed verbally by an FP Mailing rep that we were renting it as well. We were trying to ensure that everything was taken care of properly. Again, 3 months later and over $100 of out of pocket costs for shipping that was never needed, not to mention countless hours of wasted time just to be told that the contract contained a "typo" warrants a complaint. We accept this response at this time because it ends with no further dealings with FP Mailing Solutions. Had this warranted complaint not been filed with the BBB, we would still be wasting our time trying to get a straight answer. Thank you BBB for registering this complaint.

12/9/2013 Delivery Issues | Read Complaint Details
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Complaint: I purchased the machine in August 2013 on a 24 month contract. Before purchasing the machine, I was told that I could load postage from my computer. When I received the machine, during setup I was informed that it only worked on a phone line (which I did not have). Finally they told me that it would work on a computer, but I needed a different cord. I received the cord, and they told me it doesn't work on Windows 8, so I had to download Windows 7 onto one of my computers. We were on the phone with technical support for at least an hour or two that day to get the machine to connect to the Windows 7. We were able to load postage that one time. Since then, the machine will not connect to my computer, so I got a phone line through AT&T. We spent an hour on the phone, and 45 minutes on hold before being hung up on -- still not able to connect through the phone line. We tried again to connect through the computer. I was on hold again today, and eventually hung up on again. I called to cancel and return the machine today because after numerous attempts on my part, I cannot load it with postage on any of my five computers or to my phone line. I was told by customer support that if I cancel, I will be billed for the entire term of the contract (24 months). I was also told that if I do not pay for it, that they will pursue me in collections. I was given misinformation numerous times by this company, and their technical support was unable to solve the problem. At this point, the contract is void in my eyes, because I agreed to the terms based on misinformation provided by the company, the machine does not work, and the company is unable to provide a solution in a timely manner.

Desired Settlement: I would like to cancel the contract and return the machine. I am not asking for any refunds, just to cancel the contract and not be billed for the remaining 21 months.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ The postage meter is being rented, it was not purchased as it cannot be purchased, it is property of FP Mailing Solutions and the meter holds and prints US currency and so the industry is federally regulated. The first agreement that the business had signed did not include the mail credit kit which would not allow for the meter to download via USB connection to a supported Windows operated system. This first contract was signed on August 15, 2013 (Attachment pp. 1) but was revised on August 22, 2013 (Attachment pp. 2) to include the mail credit kit. Per the Terms of the contract Section 3.l and 4.f. (Attachment pp. 4 - highlighted) the customer is responsible for ensuring that they have a compatible line for the specified meter for which they are entering into an Agreement. The product specifications for the mail credit kit can also be found online on our support page at: http://www.fp-usa.com/products/mailing-software/mailcredit/ wherein it states in the Operator's Manual as well as the Install Guide that the mail credit kit has certain requirements like any other software, and those requirements are listed as: Supported operating systems: - Windows XP - Windows Vista - Windows 7 The postage meter will work with a regular analog line should the business elect to use the meter in that way, the way in which they had signed the contract agreeing that they would reset their meter and connect to the USPS. The business was also offered another model of a meter, one that connects direct to an Ethernet line, the PostBase series - but that was refused by the business. Despite all of this, the last page of this attachment, page 8, shows the business' meter reset history. On September 4, 2013 they were able to download $50 from their account onto the meter despite all that they have said about the meter not functioning with their phone lines or computer connection. FP will release the business from the contract but the business will need to pay the Return Processing Fee of $600.00. Once paid and the equipment returned the account will be closed.

12/9/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have tried 15 times to install Mail Credit on THREE DIFFERENT computers. I contacted ************, the salesman who contacted me REPEATEDLY to get this machine, to NO AVAIL. In fact, now that I have a problem with this machine and I signed a contract with FP Mailing, ************ won't return my phone calls or emails. In fact, since receipt of this machine on October 3, it HAS NOT worked. Customer service was supposed to call me back on Friday, 11/15, to NO AVAIL. I wrote to this company on both Facebook and it's company website, and I didn't receive any reply. I got this machine to assist with my small business' direct mailing campaign. I have over 1300 pieces of mail to send out for Thanksgiving, but, I CANNOT do so, because the machine does not work. Furthermore, I have paid postage of $300 that is tied up with FP Mailing that I have not/ cannot use. I am thoroughly frustrated and disgusted by this company and the manner in which they do business. Because I need this machine to work for me ASAP, I want to be let out of my contract and I want my $300 returned to me ASAP.

Desired Settlement: If I can't get a replacement machine by Tuesday, 19 November, I want to be let out of my contract and I want my funds ($300) returned to me ASAP.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Business was able to download their postage and get their current meter working by the date they had needed.

11/26/2013 Delivery Issues | Read Complaint Details
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Complaint: Since 1999, our company, **********************, Inc. at ************************************* Mount Prospect Illinois 60056 (Edge) has rented a postage meter from FP Mailing Solutions at 140. N. Mitchell Court, Suite 2000, Addison Illinois 60101-5629 and its predecessor companies including United Office Systems (FP). Our Customer Account number with FP is ********** In March 2007, Edge entered into a 48 month Rental Agreement stating that FP would provide Edge with a model T-1000 postage meter with a 5 pound scale. According to the Terms and Conditions, the Agreement would automatically renew in 1 year increments. Under this agreement, FP provided Edge with meter serial******** with a term that expires March 2014. In September 2013, the T-1000 stopped functioning and displayed an error code telling us to call for service. Ms.************ the Edge Office Manager phoned FP and was told the error code indicated the battery in the T-1000 needed to be replaced. Subsequently, Ms.******** was placed in contact with Ms.************ (#1737) of FP who informed us that the T-1000 unit was obsolete. FP did not have any replacement batteries or new units available and was unable to make the unit functional. Since FP said they were unable to fulfill their Rental Agreement by providing us with a functioning T-1000, Ms.******** inquired about terminating the Rental Agreement so that Edge could shop for a meter on the open market. Ms.****** replied that even though they could not provide us a working meter, the only way for us to terminate the Rental Agreement is to pay out the final six months. According to Ms.******, the only solution FP would provide was for us to upgrade our system from a T-1000 to the currently available Opti30 meter with a 10 pound scale. However, doing this upgrade would lock us into a 24-month contract rather than a simple 12 month extension. Because having a postage meter is essential to our business operations, we accepted the offer. On September 19, 2013 we executed a Customer Agreement to acquire the Opti30 meter. However, the Customer Agreement they sent for our execution specified a 36-month term, not the 24-month term quoted on the telephone. A few days later, Edge received a shipment from FP containing a new T-1000 meter serial *******. Ms.******** phoned Ms.****** who explained that the Opti30 meters, for which we had just signed a contract, were not in stock. Instead they substituted a T-1000, which Ms.****** had previously maintained was not available. While I am not a legal expert, this appears to me Edge has been defrauded by FP in two ways: First, FP refused to provide a functional T-1000 meter for the remaining six month term of our original agreement. Nevertheless we were obligated to continue payments to FP for services of a unit that they refused to provide. Second when, under the duress of our business requirements, we executed a new agreement with FP for a 36-month term, FP failed to provide the contracted unit. In a classic "bait-and-switch" movement, they substituted what they had previously described as an "obsolete" meter (the T-1000) instead of the currently available model specified in the contract. FP has done nothing to remedy the situation.

Desired Settlement: Either immediately provide the contracted unit under a 2-year agreement as verbally offered or restore the terms of the initial agreement which terminates in March 2014.

Business Response: Initial Business Response /* (1000, 5, 2013/11/14) */ When the customer called in to say that their current meter, the T-1000, had been experiencing an issue and needed to be exchanged they were offered the opportunity because that model had been in the marketplace for quite some time. FP has been offering the opportunity to upgrade to its customers, especially those with equipment that is older and needing to be exchanged, but the current model is still be serviced as all of the meters are still under active contracts. The model that the customer had elected to upgrade into, the optimail 30, was currently on backorder and so FP had prepped another meter of the customer's current model, the T-1000 and sent it out to them (Attachment pp. 1) so that they could use it until the time at which the back order on the new meter could be fulfilled. The backorder has been a little slow because of the influx of orders but the optimail 30 meter had been programmed, prepped and shipped to this customer on November 5th and getting to their office on November 6th (Attachment pp. 2). The BBB had been notified by the customer of this complaint on 10/31/13 but FP did not receive the notice from the BBB until 11/7/13 - the day after the upgraded equipment had been received. There was no fraud, but perhaps there might have been a miscommunication from the representative and that coupled with a showing of what FP's customer service is to our customers has led to this situation. FP covered all of the expense of making sure that the customer was not down while on back order, and so their current model was exchanged - if that was not clearly communicated by the representative, it can be seen how that can be construed as receiving the same equipment after signing a new agreement. For that FP apologizes but having explained the situation we hope that you understand.

11/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I would like to file a formal compliant against FP Mailing Solutions for the reasons stated below: This is a copy of the letter that was sent to FP on 9/27/13. No manager ever called to resolve this issue nor returned any of my numerous phone calls or voice messages. To this date, I have spoken to ******* who informed me that they will not release us from this contract of which they intend on continuing to charge us monthly for a product and service that we no longer have or use. Dear FP Mailing Solutions, On August 14, 2013, I received a call from one of your sales representatives, ************** He was very friendly and personable and stated that our company was eligible for an "upgrade" of our current postage meter. He explained that our current meter was out of date indicating that it would eventually need to be replaced and/or exchanged at some point. He stated it would be a very easy process to exchange the old meter for the new one. He indicated that it would include a free 3 month rental and trial period. At NO point during our conversation was the word "contract" ever mentioned and I was clearly under the impression that this was just an upgrade/replacement of our current equipment. Unfortunately, Dr. ************ has decided to close the office and we no longer need a postage machine, therefore I recently called your customer service department to make arrangements to close the account and return the meter. I somehow got transferred to******** and told him about the situation. He immediately got defensive and belligerent stating that I had agreed to a 39 month contract and that I could not cancel my contract. I, assertively, disagreed with him and told him that we never discussed, nor did he mention, that this was a contracted arrangement. The agreement I signed was for the acceptance of the upgraded equipment - period. At this point, I asked to be transferred to a manager or supervisor due to his hostility and unacceptable attitude. I am convinced this was an unethical "bait and switch" sales maneuver used by******** based on deception, manipulation and a failure to honestly and accurately disclose important information. Therefore,************************************** PC and owner Dr. ************ have deemed this contract/agreement null and void due to being signed under false pretenses initiated by your company. If this is how your company does business then the Better Business Bureau should be made aware of this situation. In addition, even the fax cover sheet states "postage meter postbase exchange" as well as the bottom of the customer agreement is checked as an "upgrade from". I assumed the "term of contract" section was the length of the existing or original contract, NOT an entirely new contract since that was not even mentioned or discussed. For if it had been mentioned as a condition of the "upgrade", I would have declined and just kept our current meter. At this point, after 7 years of business with your company, we are no longer interested in doing business with you and I want to move forward with closing out the account and returning the meter. Please have a manager contact me regarding this issue. Signed, ************ Account***********

Desired Settlement: Termination/release of contract terms. Reimbursement/compensation of any further financial/legal liability or expense this situation has caused the company.

Business Response: Initial Business Response /* (1000, 5, 2013/10/21) */ Attached is the correspondence that had been sent to the Customer (Attachment pp.8 - 10), as well as a copy of their most recent contract for the PostBase and the Terms and Conditions (Attachment pp.1 - 6); as well as their previous contract for the Optimail 30(Attachment pp.7) that was referenced in the correspondence. Currently FP is communicating with the customer in an attempt to bring a resolution to this matter. Despite the fact that the customer did sign the contract and their business is not closing but rather relocating to another FP has agreed to cancel the contract for the new equipment and ask that they live out the remainder of the term for their current contract. Final Consumer Response /* (4200, 11, 2013/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The representative for FP Mailing Solutions has obviously failed to thoroughly read each of my statements and review the submitted documents for they have been completely consistent with my original compliant. I have merely gone into more detail to justify and support my defense and provide some history of the situation. Perhaps he needs to go back and review my correspondence. I continue to stand firm and consistent on my defense of the situation because I did nothing wrong and have provided accurate and honest statements regarding this issue. The inconsistency, as well as dishonesty, has been made apparent by the statements provided by FP. Some examples are incorrect contract dates, failure to provide requested documentation, inflated meter rates/fees, unsubstantiated accusations of theft and fraud and an outright lie that we are relocating the business. If one were to re-read my previous statement, it clearly says that we are closing the business and moving out of the state. At no time did I say we were "relocating the business" because that is not the case nor is it true. If more clarification was needed on the subject, then he should have asked instead of making yet another false statement. I had even provided the letter to FP written by my husband to his patient's that was obviously not read thoroughly enough. I am adamant about my position on the issue because I feel I was purposely mislead and deceived by their salesperson. I had disclosed the current status of our business situation and he was fully aware that I was not the same person he had done business with in the past. In an effort to provide good customer service, he should have treated me as a "new" customer and explained how the process works and the terms of the contract. This would have given me the information needed to decline his "upgrade" offer. Instead, he continued to focus only on the product and if we didn't upgrade, our current meter would not work. It is evident by the current BBB reviews of this company that I am not the only victim of their unethical sales tactics, dishonesty and poor customer service. It is documented that FP has had 54 complaints over the past 3 years which is clearly a poor reflection on the company and their reputation. I do not appreciate the threats, lies and intimidating attitude in an attempt to resolve this situation and it is unacceptable behavior. FP, as a business, had a duty and a responsibility to provide me with honest and accurate information of which they have not and did not. We have accepted being released from the new contract (as we should be), however based on the reasons stated below, we will not be paying FP for anything else since they owe us money. I have thoroughly audited and reviewed our records and billing from FP and it has come to my attention that they have been billing us for 2 meters when we've only had one. They have double-billed and over charged us from 8/28/11 to 8/28/13 in the amount of $1,441.95! I will be filing a separate compliant for that issue very shortly. This company must be held responsible for their dishonest and illegal business practices. Final Business Response /* (4000, 13, 2013/11/18) */ The customer should speak to those in their office and verify the letters written and sent to this office before again making accusatory remarks about the situation at hand. The attachment with the highlighted section is an email from the customer, ************ stating that the office is closing and moving to California. The question had been asked and it was answered, as if the business was closed and a new meter was signed for against the business name that is where we, FP, needed to verify that there was no fraud being committed, especially when the customer claimed to have not signed a contract. It was confirmed that the customer did sign the contract and no fraud was committed. As far as the billing on the account is concerned, yes they were billed for their T-1000 while being billed for the optimail 30 and that is because the customer did not return the T-1000 despite being sent a return label when they upgraded to the optimail 30. Again referencing the same attachment that had been sent prior to this with the customer's optimail 30 contract and the highlighted sections specifically 3.i. "Billing will continue until all rented equipment is received into inventory by FP." The customer agrees to Terms and Conditions set forth by the USPS as it has been previously explained that a postage meter holds and prints US Currency and when a business rents a postage meter they must abide by the terms and conditions of the industry that have been set by the USPS. Should the customer not agree with the billing for negligently holding onto multiple meters, FP can file the full amount as listed by the DMM and the customer can contact the USPS directly and direct their complaint against them.

11/8/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: First the mail machine had not worked for 3 weeks after calling fp then they sent a new one it still did not load funds finally ***** ****** from sales said on 03/27/13 he would fix are situation with are postage meter and send us a new credit kit all we had to do was sign a new contract so we did he promised a 1 free month and he would get it to us by Friday march 29 when we called and the customer service department on Friday march 29 they stated the mail credit kit has not gone out we contacted Mr. ****** he never called us till Monday April 1 2013 he said it was on its way it just didn't go yet he was fixing it at that point we said to him he did not meet are agreement we were canceling are con tract that day we faxed emailed and mailed the cancelled contract ***** ****** wouldn't answer are calls or emails for 9 days then he finally did after all 9 days and asked us as if nothing happened if we received are credit kit we told him again the terms were not met as agreed we canceled he got an attitude and said well its coming and hung up the kit finally came that shouldn't have because of the cancelled contract so we refused it as we had told Mr. ****** several times that are relation ship was over we called him left messages to get return instruction when he called back finally 2 months latter and 10 calls he said how can I help and we asked him for return instructions or label he said well I don understand what the problem is we told him all over again he hung up after a rude remark ill send it to your email again witch is concerning because he acted like he didn't know at first we never received them again calling for t3 months finally I didn't give my account number and told them I need to talk to the highest of management so they gave me a ceo secretary she gave me mike he was a supervisor of ***** then I talked to him he said give him two days he would figure it out a week went bye I called I received Mr. ****** after telling him I was done and contacting who ever I need to because this was fraud he said he would sent the return info I gave him my email he said it would be all cleared up and not to worry well now I've received a bill again this needs to be fixed I don't owe anything it was supposed to be cleared.

Desired Settlement: I want all bills to be cleared and us to owe nothing as promised as we did not owe in the first place

Business Response: Initial Business Response /* (1000, 5, 2013/10/26) */ The customer has had a meter with FP Mailing Solutions since October 6, 2010 as seen by their first contract and usage history (Attachment pp. 1 & 2 : contract / pp. 10 - 13 : usage). In March of 2013 the customer had called in with issues regarding resetting the meter and it was due to a change in their phone system. After exchanging the meter on March 22nd (***** tracking number XXXXXXXXXXXX) to no avail because it was a phone system issue, FP had offered an upgrade in their meter which would allow them to download postage via a high speed usb converter - mail credit kit. On March 27, 2013 the customer signed a new agreement for a new mymail with the mail credit kit (attachment pp. 3). The mail credit kit was shipped on April 2nd via ***** - tracking number: XXXXXXXXXXXX. Attachment pp.9 - the customer was informed that they would be billed for the full term of the agreement of they were to return the equipment prior to the end of the term, and that was August 23, 2013.

10/8/2013 Guarantee/Warranty Issues
10/4/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: FP 's Billing dept states contract is automatically renewed each year after first 3 year period and their authority to do so "is in the contract". FP does not notify by any means that the contract is renewing. I notified the company April 19, 2013 that I am cancelling the contract at end of current prepaid period (5/13). There employee authorized return of equipment. Equipment was returned. Then they billed for another year. When I question their AR department their response pay or we will sue you. Not very nice.

Desired Settlement: They must rescind entire billing for future year.

Business Response: Initial Business Response /* (1000, 5, 2013/09/21) */ FP Mailing Solutions received a notification from the USPS in July 2013 regarding an address change for the customer's location, but we did not receive a notification of their intent to cancel their account on April 19, 2013 as they are stating. FP received the equipment on June 7, 2013 as an unauthorized return - being that the equipment was returned while still under contract until May 2014. Page 1 of the attachment shows the customer's usage, and their usage was active until right before FP received the equipment back, as they reset the meter at the beginning of June - after the new billing cycle started. When speaking with our Credit Department, the customer said that they were instructed to return the equipment but being that we had not received any indication that there was any intent to cancel the account and the customer was actively using the equipment immediately prior to the return, the Credit Department rep had asked by whom. The customer gave the name of an employee, and all that had been asked was if the customer could forward the email correspondence. To date no correspondence has been sent so that we can move forward to bring this to resolution.

9/27/2013 Delivery Issues | Read Complaint Details
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Complaint: In Jan. 2013 we contracted with this company for a postal meter for our business. After three weeks or so, we received the meter but there was no cable to connect to the computer. We do not have a phone where this meter was to be used. There was supposed to be a proprietary cable included with the meter. The cable was meant to connect to the computer so we could use the internet to fill it with postage. We called the company and we were told to take the meter to a neighbor's house to use their phone line to fill the meter with postage. We were told that a cable would be shipped to us. After three weeks we still did not have the cable so we called again, and asked how to return the meter and forget the whole thing. We were told that a person from the "Returns Department" would call us and go over the return procedure. That never happened. We called again, and told them we were returning the unused meter. We sent it back, and according to the USPS confirmation for delivery, it was accepted by the company. Then they started billing us every month, even though we had never even taken the meter out of the box before we returned it. Now they are threatening us with a lawsuit for approximately $680.00. Never once did anyone from this company contact us to try and correct the situation. We did receive one threatening phone call from them where they told us they were going to take us to collections and ruin our credit, which was very disturbing, considering they breached their end of the contract by providing equipment that was unable to be used. They are saying we are in breach of contract, when it is they who breached the contract.

Desired Settlement: Contract should be nullified and any credit report entries should be deleted.

Business Response: Initial Business Response /* (1000, 7, 2013/08/31) */ Page 1 of the attachment is correspondence between the customer and the representative as the first contract signed for the meter did not include the mail credit kit software - the cable to connect via the computer to download postage as it was not stated that it was necessary. Once the customer said that it was it was added at no charge as highlighted in the email and seen in the correspondence on page 1 as well as page 2 which is the contract that was re-signed. Pages 3 and 4 of the attachment are the FedEx tracking proof of delivery pages, the first being the meter and the second being the mail credit kit - the cable that was added after it was requested. On March 7, 2013 FP received the equipment back unauthorized while the customer had a 24 month agreement (Pages 5 through 9 are the Terms and Conditions of the agreement) and the $508.60 invoice the customer received is for the term of the contract. Final Consumer Response /* (2000, 17, 2013/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I will expect a letter in the mail stating that the account is closed with no balance due. I will also expect the "lawyer" who keeps calling us to stop that activity as well. Final Business Response /* (4000, 15, 2013/09/27) */ The contract is non-cancellable for the term of the agreement; therefore the billing amount that would be due whether the equipment is in the possession of the customer or returned would still be due. Postage meters are regulated by the USPS and any change in the contract or equipment would require a change to the contract, as it took over two weeks for the customer to fill out the contract to send the mail credit kit. The meter was returned just as the cable had been sent. FP does expect a business to honor a contract that had been signed. In this instance, the meter performed to specifications but it will not integrate with "Click N Ship" as that is a USPS program. FP has their own software that allows for CBP discounts from the USPS. Being that the representative had stated that it would specifically work with "Click N Ship" we will close out the account with no balance due.

9/20/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a CentorMail Postage Machine from FP. I paid in excess of $40,000 for this machine less than two years ago. FP is trying to force me to purchase a maintenance agreement for this machine that I do not want to purchase and do not need to purchase. Nowhere is my purchase agreement does it state that I have to purchase a maintenance agreement. FP has on three occasions withdrawn money from my account to refill the postage meter and held the money without refilling my meter. FP stated that they would not refill my meter unless I signed the maintenance agreement. The maintenance agreement is over $3,000 annually. They didi this after they withdrew my money and held my money without refilling the meter and without refunding me my money. I would like to return my machine for a full refund as this is the third time this year (2013) that this has occurred and shut down our ability to mail time sensitive material to our customers.

Desired Settlement: I would like to return our meter for a full refund or I want soemething in writing stating that I do not have to have the maintenance agreement so I do not continue to have these issues.

Business Response: Initial Business Response /* (1000, 5, 2013/09/08) */ Attached is the current maintenance contract that had been signed when the customer purchased their equipment from FP Mailing Solutions, and in that contract it states that it will renew at the current rate unless FP gives the customer a 60 day notice that they would like to cancel. At which point any amount paid into the term for service or time in the agreement would not be refunded. The agreement was signed on 3/17 and each year an invoice has generated on 3/17 for both the meter and the maintenance. On May 1, 2013 we received a call from **** asking about the maintenance contract and within a week she was looking to cancel the contract and return the equipment. We followed up with ****, having not worked directly with **** before, and worked to reduce the cost of the maintenance agreement from $3,500.00 to $2,500.00 per year - a $1,000.00 reduction in cost. Because the invoice was due in our system we would insure that each time the meter lock would happen automatically we would consciously try to remember remove it, but as **** in your office could attest, as could you, it was only ever a phone call and a matter of minutes before the lock was removed before you could download your postage. An email was sent out to Mr. ***** detailing this as well as stating that we would remove the maintenance contract as of the date of ****'s call in May if that is what he would like and that he has not maintenance on any of his equipment going forward. Should he need any service that all he need to do is call and we would handle it per call.

9/9/2013 Delivery Issues
8/27/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: machaine is very diffcult to operate and we was told we needed a special cord at an additional charge. When signed the contract I was under the understanding that we did not need the additional cord to operate. I wanted to send back the machaine and was told it would cost $728.00

Desired Settlement: we want to return a machaine that does not work properly and walk away. We should not have to pay the remainder of the lease and and early fee of 250.00

Business Response: Initial Business Response /* (1000, 5, 2013/08/23) */ We have resolved the issue directly with the customer as they will be sent the mail credit kit at no charge to reset the meter in the manner in which they prefer. Final Consumer Response /* (2000, 7, 2013/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) They took care of the issue

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