To Whom it May Concern
I am a salon owner in Chicago and I am taking the time to file a formal complaint with your office, The Better Business Bureau, and the website, Ripoffreport.com. This company must be stopped from conducting such dishonest business practices. Most people don't take the time or even have the time to file complaints and write letters.
I can't believe that there isn't a watch dog group over these companies that process credit cards. We received a phone call from Entrust Bankcard in the beginning of September claiming they needed to come in to check that our credit card processing machine was PCI compliant. They also asked if we had our merchant statement from our current credit card processor because they would need that to be sure we are PCI compliant. Entrust called that day before our scheduled appointment to both confirm the appointment and confirm that we had our last statement. A representative from Entrust named Marc Palluck arrived at 3:30 pm on September 25th, 2011. I will refer to Marc Palluck as Marc P throughout the rest of this letter. Marc P promptly asked me for my statement and began typing all my information into his laptop in the salon's reception area. I asked if he needed to come behind the desk to get our credit card machine, and he said no, he could do everything from his laptop.
After entering in all of the information from our statement, which took about 15 minutes, he looks up and states how much we could save in credit card fees if we processed with Entrust. I reacted quite harshly because he is selling me a service all the while I'm under the impression he is there to be sure our credit card processing machine is PCI compliant. Now he has my full attention and proceeds to tell me how Entrust is a company that has been able to eliminate the middleman and offer much lower fees to their merchants. He explained by eliminating the middleman, we could
save approximately $250.00 per month based on our average charges. I
challenged Marc P by asking him, With such amazingly low rates, why wouldn't they now put every other credit card processor our of business?. Marc P's reply was that they were only allowed to offer these rates to a select group of businesses that had an excellent credit rating, which I'm proud to say I have. Marc P came back on
Friday, September 30th, 2011, plugged in the machine and had me initial the bottom of some forms while my customer was waiting for her haircut. I had asked him if he could come in during my lunch at 3:30, and he said he wouldn't really need me for anything, he would just connect the credit card machine and need my initials on a few documents. After one month of Entrust processing for us, I received the October statement, and there are fees nothing close to what Marc P had quoted.
Their fees were almost double from what we had been paying with our previous processor. My bank account was debited $99.00 from a leasing company for the credit card machine which Marc P had said was free. We already owned our equipment and didn't need theirs. The $99.00 is a monthly fee for the next five
years which will total $5940. Now, why would anybody in their right mind do such an insane thing when they own their own equipment. THEY WOULDN'T. I called Marc P's phone number on his business card and left messages, but could never get a hold of him, or even a returned call. All the phone numbers route you into their Arizona office, I am in Chicago, as well as Marc P and he will have never been heard from again. I can't believe that a reputable company would not allow their
customer's to reach their sales representative. Alex, a customer service rep in Arizona said he would be my account rep from here on out. I begin to explain the situation, and Alex states that he would have to open up an investigation and that an account specialist would be calling me back. One week later, Jessica Finegan, the account specialist calls me. We go through everything, and a few phone calls
later, she calls to tell me they will be giving me something called pass through pricing, I still don't have any answers as to what happened to the prices Marc P and I spoke of. Jessica also explained that it is not retroactive, therefore the $629.00 in fees for the first month, which was October, could not be reimbursed. Jessica said
that she would be emailing a form that I needed to sign and get back to them as soon as possible. The form never arrived. Several calls later we received Entrust's email from Jessica, which is a waiver that I have enclosed for you to see. It is a waiver form prohibiting me from engaging in any type of complaint with the Better Business Bureau, saying anything disparaging or publishing anything in the written or oral form or there would be hefty fines. I am writing the Better Business Bureau, Arizona Attorney General's Office, and filing a complaining on the website: ripoffreport.com I have enclosed the waiver form which is basically a bribe so I
I never signed the letter, and have had no contact with Entrust since receiving the letter on November 30th, 2011. I have closed my bank account out and reopened another business account, plugged in my old machine and contacted the previous company that processes for us.
First month with Entrust based on $15,000.00 in sales: $448.00
Processing $99.00 Lease for machine
$99.00 Annual fee
Previous Company $350 Processing
$0 No lease
$0 No annual fee
Marc P quoted me with his fancy pie graphs on his laptop $221.00 processing with an
$85.00 monthly fee included in the $221.00, which I'm now assuming is the leased machine. $136.00 Processing, $85.00 Monthly fee. Total $221.00
Now this is basic math, and these numbers don't work. They are not even close.
There is a huge difference between $221.00 and $646.00. This company's business practices should be looked at carefully, and also read the reports on ripoffreport.com, and also, Google Marc Palluck with Entrust. I am one of many victims! I've also called the company on the waiver form that they had mistakenly forgot to remove, and where they should have plugged my company name in. I spoke with the owner of that company and he said he would file a complaint also.
He's also being charged exorbitant fees and doesn't know how to get out of it, so I told him what I did. I explained that if he didn't take the time to file, this would keep happening to businesses and Entrust needs to be stopped