• Report: #972739

Complaint Review: Harbortouch | Ripoff Report Verified™ …businesses you can trust. Harbortouch offers a full range of merchant services, supplying POS systems, electronic cash registers, credit card processing terminals as part of its unparalleled free equipment program. Leading national supplier of point of sale (POS) systems, serving tens of thousands of businesses across the nation.

  • Submitted: Fri, November 23, 2012
  • Updated: Fri, October 25, 2013

  • Reported By: Jack — Derry New Hampshire United States of America
2202 North Irving St. Allentown, Pennsylvania United States of America

Harbortouch REVIEW: Commitment to Harbortouch executive team and employees are committed to customer satisfaction. Harbortouch’s approach to business is focused on providing the highest customer satisfaction in the industry.
*UPDATE: Harbortouch pledges their commitment to always improving their operations by joining Ripoff Report’s Corporate Advocacy, Business Remediation and Customer Satisfaction Program, a program that benefits the consumer by increasing their confidence when doing business with a member business. Harbortouch is recognized by Ripoff Report Verified™ as a safe business service.

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Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to Harbortouch for its commitment to excellence in customer service.

Ripoff Report’s discussions with Harbortouch have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Harbortouch listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

The information provided in this report is based on comments made by CEO Jared Isaacman during an onsite inspection held by a third party verification company with no biases toward Harbortouch United Bank Card.

Harbortouch POS System Review: Rivals Sports Bar & Nightclub from Harbortouch POS on Vimeo.

Harbortouch is Ripoff Report Verified
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

Harbortouch was started as United Bank card in 1999 as a basic credit card processing service. They are aiming to move to a full service model, touch screen point of sales system at a low service cost to small or midsize business. The vision is to expand to the mobile device for on the go payment.

Their main sources of sales are geared towards small to midsize merchants. Their main sales are done by independent contractors or sales representatives under Harbortouch. These contractors have certain requirements that they must abide by in regards to credit card regulations. They represent Harbortouch and their products and services assist with the completion of paperwork, but Harbortouch does all of the underwriting and approval of applicants. From that point Harbortouch provides all of the services to the merchant. The independent contractor functions as the onsite representative between the company and merchant.

During the onsite interview CEO Jared Isaacman was asked to discuss what types of complaints their company receives and what is being done to resolve these issues: “The most common complaint that has occurred has to do with not having strict control over the independent contractors because they are not direct employees over the company. There is a wildcard factor with sales being made by the independent sales staff due to different variations of compliance with regulation and quality of service. Going from the credit card terminal to the point of sales, which is basically a computer system, is more complex. Merchants have an expectation of the program working a certain way or having different functions and sometimes a merchant will feel like the independent contractor oversold the program.”

Mr. Isaacman was then asked to describe a specific situation where a client was not satisfied with the level of service they received: “Once an order has been placed with Harbortouch they may have been oversold on the product or feel that there has been a miscommunication on the sale. Once the order has been received, the account gets assigned to an Order Administrator to walk the merchant through the process from then on. If any miscommunication or over sell on the product occurred, this is where it would be worked out. For the most part, Harbortouch will try to accommodate the merchant within reason. Once the order has been shipped, the company’s tech will install the POS system and the merchant must sign off on the installation.”

Harbortouch POS System Review: Bradley's Pit BBQ from Harbortouch POS on Vimeo.

The merchant has access to 24/7 tech support on site, weekly webinars, newsletters, ongoing training sessions, support material, additional training DVD’s, and independent contractor functions that serve as a resource for support to the merchant.

If there is an issue where a customer feels as though they have been misled or paid fees that they did not authorize, they are encouraged to contact Harbortouch’s customer service department, and if the fee was inaccurate, it will be refunded to the merchant. Their fees do increase twice a year, but this is fully outlined and explained in their contract agreement.

Since complaints were made on Ripoff Report their company has made direct changes to the way they handle independent sales. They hold their representatives accountable for how they present themselves and their program. They have started a certification program for sales representatives which insures that they are fully educated on the products that they will be selling and representing. This increases the quality of the sales representatives and instills professionalism. They are also working on refining their order administration process.

In a leadership role within the company, Mr. Isaacman has instituted many changes in various areas in order to make the customer happy. They have hired a quality control manager, started an in house newsletter, expanded the office to include onsite training for employees, and implemented ongoing reconstruction within departments to better service customers.

Harbortouch is pleased to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program. They believe that taking part in this process reiterates their commitment to their customers and adds credibility to their services and business, while demonstrating their dedication to their customers.

Harbortouch POS System Review: Moon Dance Wine & Spirits from Harbortouch POS on Vimeo.


Harbortouch’s primary goal is to provide exceptional service and value to our customers. Our merchant customers are the lifeblood of the company and our success is completely dependent on their satisfaction. Every decision we make reflects the importance of this relationship and every action revolves around our customers. We strive to provide these customers with the best possible experience through cutting-edge technology and unparalleled levels of service."

Harbortouch has placed a strong focus on customer service and satisfaction. Harbortouch values each merchant it serves, realizing that exceptional customer service is just as important as competitive pricing and innovative products. The company’s award winning customer support is handled entirely in-house and is available 24 hours a day, 7 days a week, completely free of charge to all of their merchants.

Harbortouch recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s Investigation Harbortouch has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

Harbortouch POS System Review: Neworld Cafe from Harbortouch POS on Vimeo.

Harbortouch POS System Review: Jake's Bar & Grill from Harbortouch POS on Vimeo.

In summary, after our investigation, which included discussions with Mr. Isaacman and many of his past and current associates, Ripoff Report is convinced that Harbortouch is committed to quality delivery of products and services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can ensure that the member business did right by their customer.



HarborTouch Deceptive Practices Allentown, Pennsylvania

After paying their hidden and exorbitant fees for 5 years, our company tried to terminate the relationship.  HOWEVER, THEY CONTINUE TO DRAFT OUR BANK ACCOUNT FOR SERVICE FEES IN THOUGH  WE HAVE NOT USED THEIR SERVICES FOR SEVERAL MONTHS!!

 Although we were given false and misleading statements regarding termination at the time we signed the contract (we were told that no early termination fees would apply after the first 2 years) we have been told that we will have to pay early termination fees because we did not provide notice within a specified time of a specified contract anniversary date.  Our numerous requests for a copy of our original contract and effective date have been ignored; however the sales team keeps offering to reduce or eliminate fees in order to keep us as a customer.  


Find another credit card processesor and save yourself  money and unexpected fees and other hidden charges.

This report was posted on Ripoff Report on 11/23/2012 07:54 AM and is a permanent record located here: http://www.ripoffreport.com/r/HarborTouch/Allentown-Pennsylvania-03038/HarborTouch-Deceptive-Practices-Allentown-Pennsylvania-972739. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 UPDATE Employee

Independent Contractors

AUTHOR: Curtis Stevens - (United States of America)

What the other poster is trying to say is the coprorate office doesn't have an inside sales team.  They utilize independent contractors such as myself to sell their products.  Harbortouch doesn't deal with a client until after they sign up.  Up until that point, it is all on the sales agent and what they say and how they represent the brand.  Like every company, there will always be bad apples.  I occcisionally run across an agent for Harbortouch that isn't giving out correct information, it's the nature of the business.  However, they have hundreds of honest, reptuatable agents.  I myself have been selling for them since 2009 and and in business since 1998.  Harbortouch cannot control what an agent says to a client during the sales process, what they claim or promise.  They can only do their best by terminating the relationships with such agents.  It sounds like this in this case, you unfortunately didn't sign up with a good solid honest, ethical agent that will always take care of you.  I have hundreds of happy  merchants and I believe the company as a whole does it's very best to take care of its merchants.

Curtis Stevens

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#2 Author of original report

HarborTouch Licensees or Franchisees Run Amok!

AUTHOR: Jack Webb - (United States of America)

The rebuttal of HarborTouch seems to say they do not have control over their sales offices.  This business arrangement smells like a franchise or licensee.  In either case, instead of showing concern over a "wronged" customer, they want to distance themselves from the culprit organization they have engage to sell their services. 

Their arms length relationship with the sales guys should make potential customers even more wary about doing business with an unknown entity that does not answer to anyone except the commission gods.


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#3 REBUTTAL Owner of company

Harbortouch Rebuttal

AUTHOR: Harbortouch POS - (United States of America)

Our products and services are offered by independent sales offices who are not directly connected to Harbortouchs corporate operations. Any claims made regarding pricing or contractual terms should be taken up with the independent sales office who made the claim. All rates and fees charged by Harbortouch as well as any additional terms such as the length of the agreement are clearly disclosed on our contracts. 

It is also important to note that Harbortouch is not some new start-up or disreputable organization. We have been in business for 13 years and have over 140,000 merchant customers nationwide. We have over 300 employees, 24/7 customer service and technical support and nationwide onsite service. During our time in business, we have received countless awards and accolades for our business
operations, customer service and innovative products. We have been named to the Inc. 500 list of fastest growing companies in America for five consecutive years and have been listed on Deloitte's "Technology Fast 50" list. Additionally, we were named a Gold winner by the 2012 Golden Bridge Awards, a Silver winner from the 2012 Best in Biz Awards and a Bronze winner by the 2012 American Business Awards. We also currently hold an A+ rating with the Better Business Bureau.
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