• Report: #443721

Complaint Review: Pivotal Payments | Ripoff Report Verified™ ..businesses you can trust. Commitment to customer satisfaction. nationwide credit & debit card processing, clearing & settlement, gift, loyalty, store value card programs, terminal management solutions, electronic check processing.

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  • Submitted: Wed, April 15, 2009
  • Updated: Mon, April 19, 2010

  • Reported By:Demorestville Ontario
Pivotal Payments & Lease Finance Group
685 Cathcart St.suite 1000 Montreal, Quebec Canada

Pivotal Payments REVIEW: Pivotal Payments’ executive team, employees committed to customer satisfaction. Pivotal Payments’ approach to business is focused on providing the highest client care in the payment processing industry.
*UPDATE: Pivotal Payments pledges their commitment to always improving their operations by joining Ripoff Report 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. Pivotal Payments is recognized by Ripoff Report Verified™ as a Safe Business Service.

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

 

Ripoff Report’s discussions with Pivotal Payments 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.  The company 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.


Pivotal Payments is Rip-off 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..
The information provided in this report is based on comments made by Louis Georgakakis and  Patrick Huynh during an interview held by a third party verification company with no biases toward Pivotal Payments.   

 

Pivotal Payments is a merchant service provider that helps their clients accept credit cards and also provides affiliate products such as software and terminals. Their target markets are in small to medium companies that are generally brick and mortar business. Currently, the company works in the United States and Canada and is looking to break into European markets this year. Pivotal Payments feels they have a competitive edge in the market place because they are constantly adding to, enhancing and increasing their product lines. Recently they have added the Pivotal 360, Pivotal 1, and Term Protection programs to help provide customers further options in services needed. The company also notes that they feel their customer service sets them apart and they have invested heavily in this department.

Louis Georgakakis stated, “The company’s core values are based on commitment, growth, entrepreneurialism and building relationships. Pivotal is committed to always doing the right thing, quickly, efficiently and to the best of its abilities. The company’s employees have the courage to take responsibility for all issues and learn from these issues to enhance the company. Employees are nimble, open and flexible to new ideas, innovation and technology to deliver on current and future opportunities. Pivotal understands that thousands of people and businesses across North America depend on them for their livelihood. We strive to build everlasting relationships with partners, customers, employees and suppliers to help the achieve mutual goals.”

 

In order to make Pivotal Payment’s feel they are having the best customer service possible, they state that they have a 24/7 customer service staff available, opportunities to be released from cancellation fees associated with contracts, a knowledge based management team and cross training amongst their staff. In regards to the company’s internal processes, Patrick Huynh stated the company is, “Continually working on customer service calls to be under an average of 30 seconds and we are working to enhance the quality of information communicated to the customer by cross training our staff. We also work to have proactive retention within our customer service meaning that we try to work with customers to solve issues before a complaint arises.”

 

Pivotal Payments states that they try to work with clients to satisfy all of their concerns within reason when working with them to discover a solution. Through this, the company states they can usually retain about 95% of their clients when concerns arise. The company works to help resolve customer’s pricing concerns by matching competitor’s pricing within reason when working with existing customers. One of the largest areas of concerns that has been brought to the company’s attention is in regards to an early termination fee being too high. To remedy this, the company has developed a Low Merchant Termination Policy that fee is about half of what it was previously. The Low Merchant Termination Policy addresses customers whose volume is lower and accounts for approximately 90% of Pivotal Payment’s business. The company states that they generally handle about 1200 customer cases per month where they make sure to address and review pricing options.

 

Louis Georgakakis stated, “We are happy to be a part of the Corporate Advocacy Business Remediation and Customer Satisfaction Program because it gives us a reason to be proactive with client concerns. Ripoff Report allows us the opportunity to know who the customers are that have concerns and get them all the information needed to address the issue.” The company notes that the customers are entering into a legal agreement with Pivotal Payments and that is something that is taken into consideration when handling complaints. Because of Ripoff Report and other complaints the company has received in the past, their standard policy is that a customer can cancel their services without a fee if Pivotal Payments is unable to provide appropriate solutions to do whatever it takes to make the client happy.

 

A top executive of the company told us that their vision is “to be a top tier North American Merchant Services Provider by creating a meaningful contribution to its clients, partners, employees, suppliers and shareholders.” Pivotal Payments’ mission statement says it all: "Our mission is to provide valued processing solutions which make a positive material impact to the businesses of our merchants and partners across North America."  Some of the other things Rip-off Report learned in the course of its investigation: typical customer feedback reads:  "Switching to Pivotal was the best move for my business! We were able to save money with no hassles." As well as, “Going with Pivotal Payments has been a great move since they offer good rates and service. I would recommend them to other merchants."

PIVOTAL PAYMENTS / "The company has implemented a sales compliance position to ensure that sales channels meet our internal standards as well industry regulations," explained Patrick Huynh, Vice-President of Client Services. "Our service levels have also improved tremendously over the past year and continue to do so as we proactively listen to the needs of our clients and respond rapidly to any and all concerns."

"We joined the Corporate Advocacy Program in order to better understand our clients’ issues and should they arise, react faster to address them," said Louis Georgakakis, Director of Marketing. "Our client care department’s improved response time, thorough compliance with industry regulations and greater customer satisfaction levels are all a testament to the hard work each and every employee at Pivotal has performed in order to accomplish our mission."


Pivotal Payments takes employee satisfaction seriously as well.  The company’s Youtube channel boasts several videos of its employees indicating their level of engagement and empowerment to helping the company reach its goals and developing better relationships with clients. One such video is from Eric, a Relationship Manager, who states "the best part for me about working here at Pivotal Payments, hands down, is making that little difference in my merchant's day." The comraderie experienced through these short clips makes it evident the close-knit unit at Pivotal Payments is dedicated not only to helping their merchant clients succeed, but helping each other grow as individuals.


STATED IMPROVEMENTS FROM PIVOTAL PAYMENTS.

Paying close attention to feedback from customers and taking their concerns seriously.

Implementation of a fairer, flat early termination fee for all small merchants leaving a contract early.

Transparent pricing models both on the merchant application and in the terms of service.

Auto boarding process that gets a payment terminal to a merchant within 48 hours of application submission.

Maintaining an A+ rating on the Better Business Bureau (BBB) for over a year and counting.

24/7 service available in both English and French with well trained, dedicated professionals.

Proactive outreach via survey to customers to ensure their concerns are heard and their feedback used to improve.

Pivotal Payments recognizes that complaints posted on Ripoff Report are issues to be seriously addressed.  If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s investigation, Pivotal Payments has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience. 

In summary, after our investigation, which included discussions with Mr. Huynh, Mr. Georgakakis and many of the company’s past and current associates, Rip-off Report is convinced that Pivotal Payments is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Rip-off 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 Rip-off 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 insure that the member business did right by their customer ..  

https://www.youtube.com/pivotalpayments

Pivotal Payments - Client Review - Babylon Fish & Clam

https://www.youtube.com/watch?v=2wMfXgiCgWg&list=PLC10CC7356B867DD1&index=1

Pivotal Payments - Client Review - Astor Wines & Spirits

https://www.youtube.com/watch?v=JMtDEN2WJWg&list=PLC10CC7356B867DD1&index=3

Pivotal Payments - Client Review - Cafe Picasso

https://www.youtube.com/watch?v=z64es473BgA&list=PLC10CC7356B867DD1&index=2

Pivotal Payments - Client Testimonial - Garderie Manyl Inc

https://www.youtube.com/watch?v=BfD-9RxhwqI&list=PLC10CC7356B867DD1&index=6

Pivotal Payments - Client Review - BECQ Security Group

https://www.youtube.com/watch?v=IWyMiVh7xYE&list=PLC10CC7356B867DD1&index=7


NOW TO THE ORIGINAL REPORT THAT WAS FILED    
----------------------------------------------
 

Pivotal Payments - Lease Finance Group - Cardex not fit to be in business Montreal Quebec

Was lured by a Pivotal salesman for 3 months to switch my 3 stores over to their merchant services with promises of better rates, aeroplan miles etc.

Equipment malfunctioned constantly; not chipcard compliant; removed multiple payments from my customers VISA and BANK ACCOUNTS without their consent and without my knowledge; kept $6500 of my money for over 90 days and wouldn't give it back without seeing my bank account statements; cancelled aeroplan contract; finally recalled equipment; cost me more in fees for just about everything; statements all wrong info; never given a dedicated customer service person but forced to spend hours waiting on the phone when they owed me money.
Now everything is with my lawyer and Pivotal is threatening to charge me either $500 per location or a percentage of sales!!! and the Lease Finance Group that they set me up with for the terminals that have been recalled is hassling me about 8 times per day and if I lose against them it would cost me over $3600- LFG seem like they are just set up to hassle people and I wouldn't be suprised if they are linked to Pivotal in some way. They have been absolutely unprofessional and seem very dodgy. I has cost me so much extra work since last November-finally pulled out the terminals in February. I hope not to have to pay them or LFG and if so would like to sue them for time/suffering lawyer fees etc.

Sn
Demorestville, Ontario
Canada

This report was posted on Ripoff Report on 04/15/2009 08:38 AM and is a permanent record located here: http://www.ripoffreport.com/r/Pivotal-Payments-Lease-Finance-Group/Montreal-Quebec-H3B-1M7/Pivotal-Payments-Lease-Finance-Group-Cardex-not-fit-to-be-in-business-Montreal-Quebec-443721. 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:
0Author 6Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

Please read if you are currently stuck in a contract with Pivotal Payments and want to get out

AUTHOR: Koshbaby - (Canada)

Finance minister Flaherty has given Visa, MasterCard and all the payment processors out there 120 days to implement some major changes to the way they deal with merchants.

Of most interest to those stuck with a half-assed payment processor like Pivotal Payments or Monex, are new rules which will allow merchants to cancel their contracts without penalty as soon as a provider attempts to modify contract rates, institute new fees, or introduce new features.

Given that Pivotal Payments loves to increase rates and randomly introduce new 'compliance' fees throughout the year, merchants will have numerous opportunities to dump Pivotal and avoid their ridiculously high termination fee.

So basically, if you are a merchant who can't take any more crap from Pivotal and are contemplating paying the termination fee to just to rid yourselves of them, you might consider holding off a few months.  Once these new laws come into effect and Pivotal tries to screw you with yet another fee increase, you've got the recourse required to tell them to shove their contract you know where.

If you signed an equipment lease, I don't think the new law will cover that so you might be stuck paying that though.

Here is a link to one of the many news articles on the subject:
http://www.thestar.com/business/personalfinance/article/796288--flaherty-s-credit-debit-code-tougher-than-expected

There are also many provisions in the new law that will be a big benefit to merchants in general.  Things like:
- Detailed invoices will make it easier to understand what you are paying for.
- Visa and MasterCard will not be allowed to co-brand cards to both credit and debit cards.  This is a major issue in the United States and is costing merchants there a bundle in fees.
- You cannot be forced to accept a new feature on your terminal (like Visa Debit).  Some payment providers were adding features then charging merchants to have them removed!
- Visa and MasterCard will not be allowed to force you to accept one product in order to get the other.  This will force them to actually compete with each other in order to get merchants to sign on to their services!
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#2 Consumer Comment

Please be careful with Pivotal!

AUTHOR: Scammedbycardex - (Canada)

Please, Pivotal Payments - I don't understand why you post rebuttal's when you know you are guilty.  In the past 18 months I have been contacted and corresponded with 6 other business owners that lost money to your company.  Pivotal (formerly Cardex) withdraws funds from bank accounts when they are not authorized to do so.  And these are not small amounts - one customer was over $10,000, another was $43,000 withdrawn late December 2009 from an Ontario Canada customer.


Luckily you only got me for $4000. 


If you are a customer of Pivotal - first take all of this information to your bank manager as they will help you with stop payments.  They operate under different names and will also attempt to withdraw funds that they aren't owed to them under these names.


It is time to put a stop to this.  Please contact your local RCMP.  We have banded together and are starting our fight.

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#3 UPDATE Employee

Pivotal Payments - Resolving Merchant Issues

AUTHOR: Pivotal Payments - (Canada)

We'd like to apologize for any problems you may have encountered using our service. We act quickly to resolve all customer issues so that our merchants' problems are fixed quickly.

Early in 2009, we identified a problem with some models of terminals that resulted in occasional technical issues, and we worked swiftly in containing the problem. As a matter of fact, we now do regular checks to make sure all our merchants are processing payments smoothly.

Our merchant support group has training to identify merchant issues quickly, which means less down time for your business. Please call us at 1-877-557-5553. We are standing by to assist you.

Regards,

Pivotal Payments
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#4 Consumer Suggestion

Look guys! Why aren't you reading the posts on this site? I explained what to do..C'mon!

AUTHOR: Rippedoff - (U.S.A.)

I am trying to help guys. This isnt going to be easy. Took me 2 years but save my credit and $2000. Sure they screwed me $1000 but much smarter now and my new life's mission is try to help people against these criminals. But i can't help when guys don't read my posts or call or email me when you can...So, my door is open. You close it you lose your money!!
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#5 Consumer Suggestion

New Victim

AUTHOR: Zach - (Canada)

Is the Canada Competitive Bureau any help ?????? I just got scammed today by them... violating my agreement !!! Terminate without notice and asked me to pay more... just like that (over the phone) !!! I really need help, why aren't the bureau doing anything? are the bureau serious at all in what they do ?
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#6 Consumer Suggestion

LFG gotta new Victim....

AUTHOR: Rippedoff - (U.S.A.)

CALL or mail the attorney generals office of Illinois. LIsa Madigan office NOW. NOt tomorrow. NOW. File a complaint NOW. Close your bank account. Open a new one. Get your credit reports, change your phone numbers. Mail everything CERTIFIED with signature.....Write press releases and send them to the media. File a police report against your sales rep. NOW.....LFG won't stop........They are like the terminator.....This problem is not going away....(((ROR Redacted)))


CLICK here to see why Rip-off Report, as a matter of policy, deleted either a phone number, link or e-mail address from this Report.

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