Merchant Wherehouse Stunned and disappointed Boston, Massachusetts

I went to merchant wherehouse because of reviews I had read online. I had contacted the company and a sales rep Matt contacted me did a report and said the company could save me $4k a year. Down side would take an additional day to process because of them being on east coast and I on the West coast. Which i knew but could save 4$k a year I agreed.

Problem started when a customer had left a $8500 deposit to purchase parts for large job. A day later no funds posted, called company to check on status of deposit and they stated they had put a hold on funds for security alert and needed a copy of invoice to make sure is was not fraud. Understandable, but should have received a call in reference to that fact. Sent invoice with copy of customers estimate stating funds were for deposit for parts.

Another day goes by and no funds, contacted security to check status of funds. Security stated they would not release funds until job completed. What! you are my processing company, you process I pay processing fees. Completely shocked because the 7yrs I have been in business I have never had my CC processor ever put a hold on funds for any reason. Asked to speak with some one to rectify the problem he said there was nothing he could do. (Meanwhile they had processed the customers money and were holding it the whole time)

Called my sales rep Matt he tried to send me to cust serv. I expressed to him how unbelievably irrateated I was and wanted him to have someone call me ASAP to resolve the issue. He stated he would and of course no one ever did.

I had my service manager call the security dept to refund the money back to the customer so we could proceed with job. Received confirmation of refund and stated that it would be back in customers account the next day, Was not the next day or the next or the next., so instead of the money being returned Thursday it did not come til Monday. Lost a whole week on the job thus costing the customer another week in rental car.

I was absolutely stunned and disappointed  with my rep Matt Hagen and the company as a whole. As Trump would say YOU'RE FIRED!!!!