• Report: #882778

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: Mon, May 14, 2012
  • Updated: Tue, October 22, 2013

  • Reported By: RippedOff — Nationwide United States of America
Harbortouch
2202 North Irving St. allentown, Pennsylvania United States of America

Harbortouch REVIEW: Feel safe, confident & secure when doing business with Harbortouch. Lifetime warranty on all POS systems. Harbortouch maintains a strong commitment to complete client satisfaction and exceptional client experiences. As a member of the Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program, Harbortouch has reinforced their commitment to their customers. This program benefits the consumer, assures them of complete satisfaction & confidence when doing business.
*UPDATE: Harbortouch 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 United Bank Card Fraud! They don't pay your commissions, and they rip off their clients! Do not work, or do business with them. allentown, Pennsylvania

This company is ridiculous!  They have told me that they were not going to pay me almost 7,000.00 in commissions that are owed.  I have requested several times to be paid commissions owed that were due from as long ago as November 2011.  This is absurd! 

I have tried every avenue within Harbortouch (AKA United Bank Card) to obtain the money that is owed to me.  I have emailed my manager, HR, and even the CEO.  The only response I received was from my manager via text, and was told that "other people had installed my accounts"????  I have not received any other info from them in regards to my delima.  

I have signed affidavits from my clients stating that not only were the systems installed, but that I was the one doing it.  I also have several stories of them ripping my clients off.  I still get calls from clients complaining about this company.  Some of these include:

1.  Bogus fees
2.  Fees charged for systems that took over 2 months to get shipped and installed
3.  Promises about terminals being fixed, and P.O.S. system components not shipped, and management claimed to have taken care of this.  
4.  Bill credits that never appeared.

The list goes on, and on.  The really funny thing is that their lead department has sent me texts requesting updates on leads.  Also their corporate headquarters has called requesting  my help getting in touch with some merchants that are done speaking with them.  So let me get this straight........  You ripped me off, and expect me to help you do YOUR job?   One suggestion.  Stop ripping everyone off!  

I have seen several posts where Harbortouch/UBC have blammed "independent reps" for the problems.  Well the funny part about this one is that I was a salaried rep.  A ripped off salaried rep.

It is a felony to withhold pay from an employee period.  That is a federal law!  We are notifying the FTC, FBI, and the BBB about this situation.  I am very disappointed, and very disheartened about this.  

All I wanted was my money, but now my family is involved, and are willing to spend whatever amount of money is necessary to make this company stop taking advantage of others.  

This has to stop somewhere.  I held up my end of the bargain by being a good sales rep, they didn't hold theirs up as an employer, (and according to the ridiculous amount of complaints on here, the BBB website, and with the FTC) as a processing company.  FNBO would be wise to cut their losses at this point to shut them down, and prevent potential future problems with their name being smeared as a result of Harbotouch/UBC's behavior, and blatant disregard for it's clients and Employees.  

Be Ware potential clients, and Potential employees.  This is a bad company, with bad management. The best employee of this company is the VP of sales.  He is a good man.  The rest are horrible.  Stay away!

This report was posted on Ripoff Report on 05/14/2012 07:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/Harbortouch/allentown-Pennsylvania-18109/Harbortouch-United-Bank-Card-Fraud-They-dont-pay-your-commissions-and-they-rip-off-the-882778. 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 Author of original report

All issues resolved

AUTHOR: RippedOff - (United States of America)

 All of my commission issues have been resolved.  As I stated in my previous post, the figure was a great deal less due to charge backs that had happened prior to my departure.  Again it was a giant miscommunication between my regional manager, corporate, and myself.  I truly appreciate all of the help I received from corporate.  They were great, and quite expedient. In reflection, I probably overreacted to this situation. Had I given corporate an opportunity to get involved prior to posting on this site I am confident the situation would have been resolved quickly.

Just to clarify a few things related to this post.  I have since found out that their billing system is automated, much like other companies of their size.  As a result, its possible that billing errors may occur.    They are constantly working to improve their automated systems, and so it was not intentional, nor underhanded in any way.  They DO NOT try and rip anyone off, but sometimes things do happen. As a company with over 100,000 merchants its inevitable complaints will occur, but they always resolve it.  Last I checked, they have resolved all issues with my clients.  

Again, a great deal of thanks to the guys at corporate!  
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#2 Author of original report

Further Update

AUTHOR: RippedOff - (United States of America)

I have been in contact with the VP of sales several times now.  After speaking with him at length several times, we have come to an agreement, and resolved this problem.  There was a breakdown in communication between my regional manager, myself, and corporate.  It appears as though corporate is more than willing to work this out, as they were blindsided with this whole situation.  Between the VP of Sales, and corporate council we have worked out the issue regarding my pay.  

They are a great group of guys at corporate, and I am just sad that I didn't have a chance to get to know them all better.  Like I stated before, this was a GIANT misunderstanding between my regional manager, and corporate.  There were some chargebacks on accounts that had canceled since my departure, so the total was about half of the original amount that I had stated in the original message due to those.  

As of the writing of this message, things have not been completely resolved. I.E. I have not received any funds.  However I have full confidence between the VP of sales (who has always been honest, and trustworthy), and General Council this will be resolved within the next few days completely.  

I will update this post as soon as this is completely resolved.  



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#3 Author of original report

Contact With Vp of Sales

AUTHOR: RippedOff - (United States of America)

I spoke with the VP of sales today.  He has assured me that he will rectify the situation within the next couple of days.  He treated me fairly, and was very nice and genuine.  Having dealt with him from the beginning, he has always been honest and straight forward with me.  So far it appears that the reason for all of this was a lack of communication between middle management and corporate headquarters.  I will keep all posted as to the status of this.  
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