• Report: #464437

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, June 24, 2009
  • Updated: Wed, June 24, 2009

  • Reported By:Vaughan Ontario
Pivotal Payments
685 Cathcart, Suite 1000 Montreal, Ontario 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 Pivotal/Cardex THEFTS!!!! The absolute WORST company I have ever dealt with. **How are they still in Business is what i dont understand** Montreal Ontario

I have been dealing with these monsters(PIVOTAL) for 3 1/2 years now, and in December 2008 Pivotal cancelled the terminal (debit machine) prior to my 4 year contract which ends in August 2009. They have been debiting our account since they have cancelled us in December for a machine that we didnt even use. **What Theives**. I had to close my account and open a new account so they couldnt access any more money and LFG was doing the same.

Cancellation of the contract was done without my authorization nor my consent. As a result LFG is now charging penalty fees of $580.00 dollars for cancelling my service with them and another 350.00 dollars for the terminal itself.

Why should i pay penalties fees for something that i never requested in the first place. Pivotal should be 100% responsible for these charges and I will not pay LFG a single penny. Machine was also returned to them and now LFG is telling me that the machine should of been returned to LFG in New York, NY. I have explained to them that I was told by the pivotal representative in Montreal to send the machine back to Pivotal. As a result LFG is also charging me for the machine. I cant tell you how angry and frustrated i am. This company should be investigated and **CLOSED DOWN** by the Better Business Bureau.

I have spoken with at Pivotal and have not received any help from these idiots. I have asked to speak to managers on several occasions and it doesnt matter what time of the day it is i always get the same response: "There is no manager on duty or they are on lunch". Management has avoided all calls, and customer service reps are USELESS!! I have gotten nowhere with this company and I have just about had it. LFG is constantly calling me for payments and they will not leave me alone.

***WARNING TO EVERYONE OUT THERE WHO IS READING THIS PLEASE DO NOT SIGN UP WITH PIVOTAL PAYMENTS THEY ARE THE BIGGEST SCAM IN HISTORY******

Please help!
I can be reached at 416-xxx-xxxx(((REDACATED FOR SECURITY PURPOSES))) Maria Toronto, Ontario

Scammers!! Company should be closed down!! goo
Vaughan, Ontario
Canada


*EDitor's Suggestions on how to get your money back into your bank account that someone wrongfully takes it from you!

EDitor's Suggestions on how to get your money back!

HERE IS WHAT RIP-OFF REPORT SUGGESTS YOU DO:

Go to your bank within 60 days of the charge, or as soon as you know about the charge, don't delay, and tell them that there has been fraudulent activity within your account. Explain that you wish to file a dispute, and demand that they assist you in accordance with Federal Regulation E.

According to the majority of victims interviewed by Rip-off Report, those who immediately called their banks to dispute the charges did not get very far. Many victims got the following responses from their banks: we could not do anything for you or you waited too long; it has been more than 60 days.

If the bank is says that you have waited too long, explain to them how you called their 800 number as soon as the charges were found, and were told by the bank that nothing could be done. Remind the bank that they failed to assist you properly at the 800 #, and instead, provided you with an inadequate explanation of your right to dispute. Tell the bank that it's their fault time has expired, and since they gave you the wrong info to begin with, they will just have to deal with it, take the loss and reverse the charges.

Tell them the truth; this was unauthorized and your account was NOT to be charged! Keep emphasizing how you never authorized anything! Direct them to the hundreds of victims reports that were filed on Rip-off Report.com. And if you're at the bank, walk them over to their computer and make them go to this site! If you are on the phone with them, tell them you will wait while they access this site! Either way, be persistent!

DO NOT TAKE NO FOR AN ANSWER!

Let them know nicely, that you were advised to Report them (the Bank) and this situation to the Banking Commission in your state. Since each state has a different name for the agency/controller over banks, find that name before you call or get to the bank so you can throw it in their face. The more knowledgeable you appear to be, the further you will get.

And just continue to demand the Federal Regulation E form! The bank CAN, MUST and WILL reverse the charge! But, you must be persistent; ask to speak to the supervisor or the area manager for all the branches in the state.

Let the bank personnel know you are meeting with the media later in the day, that you would much rather they do the right thing (as most other banks have) by looking at the complaints and immediately reversing the charge(s) to your account; no matter how long ago it was. Be sure to call the Media if necessary so you are telling the truth.

If you have to, be loud (but nice) in front of other customers. If you are just calling by phone, the above tactics should still work. The bank can easily fax or mail to you the Federal Regulation E dispute form.

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.

This report was posted on Ripoff Report on 06/24/2009 08:16 AM and is a permanent record located here: http://www.ripoffreport.com/r/Pivotal-Payments/Montreal-Ontario-H3B-1M7/Pivotal-Payments-PivotalCardex-THEFTS-The-absolute-WORST-company-I-have-ever-dealt-wi-464437. 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.

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