• Report: #544436

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, December 23, 2009
  • Updated: Thu, January 14, 2010

  • Reported By: ykhashaba — Mississauga Ontario Canada
Pivotal Payments
Toronto, Ontario United States of America

Pivotal Payments REVIEW: Pivotal Payments’ commitment to total customer satisfaction. Pivotal Payments’ past and current approach to business is focused on providing the highest quality of payment processing and merchant services throughout North America to small and mid-sized businesses, large corporations, chains and franchises.
*UPDATE: Pivotal Payments pledges their commitment to Ripoff Report Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. Pivotal Payments 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 Beware of Their Contract Term Clauses Which Thousands of Dollars in Penalities If You Want To End The Service Toronto, Ontario

I signed up for their payment services a year ago to accept card payments hoping it will improve my store sales. My business did not improve and had to close it and contacted them several times to get out of my contract that costs me a $800/year (minimum service charges not including terminal rental fees) even if I do not use their service but the only answer I get is you have to pay the penality per the contract fine print which totals to the sum of all my minimum payments till the end of the term (which is 4 more years).


To be fair Global Payments, the company which handle the Visa/MC credit card payments for Pivotal were much more understanding and just charged me $300 (one time charge) and cancelled my merchant service for credit card payments but Pivotal keep insisting on slamming me with monthly charges and contract charges even if my business is closed.


Beware of this company and think of other options if you consider card payment services and still review your contract very carefully ,may be you should hire a lawyer to review it for you, this might cost you less in the long run.


This report was posted on Ripoff Report on 12/23/2009 11:29 AM and is a permanent record located here: http://www.ripoffreport.com/r/Pivotal-Payments/Toronto-Ontario-/Pivotal-Payments-Beware-of-Their-Contract-Term-Clauses-Which-Thousands-of-Dollars-in-Pena-544436. 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:
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Updates & Rebuttals

#1 Author of original report

The Amount Charged For Contract Termination Penalities Is Unfair

AUTHOR: ykhashaba - (Canada)

I do not think you can compare Pivotal Payments contract termination fees to any cell phone company contract terms or other service provider terms. To the best of my knowledge contract penalities or termination fees are always associated with a promotional or favorable pricing terms; for example in the cell phone companies case they offer a free equipment (or discounted price for the equipment) if you sign a service contract for certain perid. Still the penalities charged by the cell phone companies is proporational to the promotional offering (equipment price discount etc.).

In case of Pivotal Payments, there are no promotional offers associated the contract terms; the customer buys the equipment (like in my case) or lease it at expensive monthly cost. Yet the contract termination fees is the total cost of your contract service charges till the end of your contract terms which is outrageous amount totalling to thousands of dollars.

Other card payments companies charge a reasonable fee if you had to terminate your contract and I gave the example of Global Payments, which is Pivotal partner (for credit card processing) in my service agreement contract, the termination fees were just $300 dollars not the total of the monthly service charges till the end of my contract (five years).

Moreover, this termination fees clause in the Pivotal Payments contract were not obvious and of course the sales person will never disclose those terms during the sales agreement negoitiation cycle. Consumer protection agencies need to interject in this case and force Pivotal Payments to change its contract clause to require explicit customer acknowlegement (initial) of the termination fees and make it Pivotal obligation to explain and disclose those terms to the customer during the sales cycle.

It is not acceptable to pay the full cost of the contract as a termination penality. The penality should be propotional to the service cost if Pivotal Payments is not gona provide me with any service for the rest of my contract terms they should not get the full payments of the service contract term as a penality (fair and simple).

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#2 UPDATE Employee

Pivotal Payments - Goal to Resolve Customer Issues

AUTHOR: Pivotal Payments - (Canada)

Pivotal Payments, like other service providers, has a cost associated with acquiring, installing and servicing customers. The terms complained of are industry standard and clearly defined in our merchant contracts which we encourage every prospective customer to review. Indeed, these terms are similar to those found in contracts with cell phone, satellite and Internet providers. Our company honors its contractual obligations and expects its customers to do the same.

Pivotal Payments provides electronic payment services at a reasonable cost to over 30,000 merchant outlets.
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