• Report: #966823

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.

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  • Submitted: Fri, November 09, 2012
  • Updated: Thu, October 24, 2013

  • Reported By: Andrew — Ohio United States of America
Harbortouch
2202 North Irving Street 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.



HARBORTECH / STATEMENT FROM THE THE FOUNDER AND CEO JARED ISAACMAN

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.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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Harbortouch Mike Ward Beware Before Using This Company Allentown, Pennsylvania

Please just beware of using this company.  We got two POS systems from them for our retail store.  Every month I just saw rediculous charges almost every month and when I call in to customer service all the reps are really just awful. 

We recently moved locations and when I called them to have the equipment installed at our new location they said to me on the phone there would be no charge for that service and I had to reschedule the first day and then the second day when he came in he refused to set it up cause we were not done with the remodel.  About a week later I was hit with a $300 fee for those two guys just showing up for 5 minutes with out literally them doing a single thing. 

I called to ask about the charge the awful customer service started again and then I got transferred to the vice president of the company. He was immediately rude and laughed about everything and wouldnt do a thing.  He said he terminated my contract without me agreeing to it and they would be picking up the equipment.  I had a 5 year contract to which at the end of the 5 years I would have owned the equipment and now without me wanting to return it they are picking up the equipment and refusing to give any money back for the equipment I was supposedly supposed to own.

He also said there would be no penalties for early termination yet when I asked him for written proof of that he hung up.  I then called back and asked the reps for written proof they refused and hung up.  When I called back again the rep refused written proof once again and told me if I call back they would report it as harassment.

The systems they provide are pretty good but definitely all the charges you are hit with are not worth it.  I am just putting this out there so people can see what happened to me and make their own decision if they would like to use this company.

This report was posted on Ripoff Report on 11/09/2012 09:11 AM and is a permanent record located here: http://www.ripoffreport.com/r/Harbortouch/Allentown-Pennsylvania-18109/Harbortouch-Mike-Ward-Beware-Before-Using-This-Company-Allentown-Pennsylvania-966823. 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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REBUTTALS & REPLIES:
2Author 3Consumer 1Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Installation

AUTHOR: Curtis Stevens - (United States of America)

Installation is always included as I mentioned and I explained why there was an exception in your case and why you were charged the $300, which was based on your actions.

Curtis

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#2 Author of original report

rebuttal

AUTHOR: SNDprinting - (United States of America)

I was rude because of how awful of an experience it was to work with harbor touch.  Oh and Curtis if you think im rude you should talk to the VP of Harbor Touch

Funny side note they tried to charge me monthly fees for the next two following months after they took there equipment back.

Good news though is that I switched over to an all Apple based POS system and it works much better has many features Harbor Touch was missing and is actually much cheaper to own.  Not to mention it was up and running within 15 minutes of me unpacking it. (no $300 "installations needed")

Just make sure to check your other options before using this company.
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#3 UPDATE Employee

I'm the Sales Rep

AUTHOR: Curtis Stevens - (United States of America)

I'm actually the sales rep that signed up this particular merchant.  There are a few things I would like to comment and explain.  Before doing so, I want to state two things.

1.  I have never dealt with anyone so disrespectful in my 15 years of doing business.  I bent over backwards for this merchant, answering all of his questions, getting whatever resolutions I could, etc.  All I received in return was disrespect, threats and vulgar language.

2.  Whenever I see a review or comment on any company, I tell myself, there is always two sides to a story.

With that said...

Installation is always included with a Harbortouch POS system.  In this case, the merchant told the installers to come onsite twice when his site was not ready for installation.  We do not come onsite until the merchant schedules installation.  Since they know when they are ready, it is a no brainer to schedule the installation when you are ready!  The merchant scheduled installation twice when he was not ready. 

The merchant was then charged $300 for both visits on the 2nd attempt for what we are charged by the installation company.  It is not fair to expect any company to keep absorbing expenses when merchant is at fault.  I have done hundreds of these deals and this has never happened, it is never an issue.  Merchant should not have scheduled installation until his site was ready and done with construction, he knows if he is ready or not.

This merchant spoke to Harbortouch VP of operations.  Upon conclusion of that conversation, Harbortouch felt it was best if everyone went their separate ways.  Harbortouch retrieved their equipment and waived the penalty for the contract.  The merchant did not pay a dime for the cancellation.  They were responsible for the $300 installation charge since they caused that extra expense themselves.  It went to collections and then the merchant became very hostile.  Harbortouch told the collection company to drop it.

The merchant owns the system once the five year term is up.  You cannot expect to own a piece of equipment the second you sign the dotted line.  Just like you do not own the title to your home or car when you obtain a loan until you pay it off.

I have never seen Harbortouch retrieve a POS system in this manner. Something major must have been said for them to want to incur so much cost to retrieve a system.  By the time a merchant receives a POS, Harbortouch has already invested a lot of money.  They cannot then turn around and give that same system out to a new merchant.  From what I was told, the merchant was very rude to Harbortouch.  Enough so for the VP to want to end the relationship and absorb all the expense with it.

Curtis Stevens
www.harbortouchs.com
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#4 Consumer Comment

A+ BBB rating???

AUTHOR: Gina Johnson - (United States of America)

According to the BBB, none of your card service businesses are even accredited.
Only Harbortouch America (POS SYSTEMS) of Newcastle, WA is listed, by the way your "A+" rating is gone.
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#5 Author of original report

Rebuttals

AUTHOR: SNDprinting - (United States of America)

Just so everyone knows when he says there are usual free installs that is not true. Only two installers can out and we were charged both times. Also the payment that he is claiming I am refusing to pay has already been debited from my bank account so I honestly don't know where he is coming up with that.

As for the awards you wouldn't have a clue this company was awarded for anything if you spoke with this man on the phone he was beyond rude, laughed at the situation as if it were a joke. He also hung up on me and told every rep to do the same. The reps were much nicer and more helpful than Mike. When I literally asked Mike who is the Vice President of the company if the president of the company was as awful as him he said yes. Sounds like an award winning team to me.
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#6 REBUTTAL Owner of company

Harbortouch POS Systems

AUTHOR: Harbortouch POS - (United States of America)

The primary issue that this customer is referring to is that he scheduled our installers to come onsite for installation on two separate occasions while his business was still under construction and was not ready for the POS systems to be installed. He was unhappy with the fact that he was held responsible to pay for the installers to come onsite. Installation is normally included at no charge with our POS systems; however, when we need to send the installers out multiple times in order to do the installation, we cannot absorb the cost of these multiple visits. His contract was terminated due to the fact that he refused to pay for these additional visits. It is important to remember that the customer was the one who continued to schedule installation before his business was ready for the POS systems to be installed.
 
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 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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