- Report: #818646
Report - Rebuttal - Arbitrate
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.
United Bank Card / Harbortouch2202 NORTH IRVING STREET 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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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. [continued below]....
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.”
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.
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.
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
United Bank Card / Harbortouch $27.95 charged three-times/year for IRS form 1099-K reporting compliance fee Allentown, Pennsylvania$27.95 was deducted from our business checking account on Wednesday, November 30th, 2011 that was outside our expected fees for the month.
We waited for our monthly statement to arrive to see if the fee was listed and explained - the monthly statement usually arrived by the 10th of each-month.
On Friday December 16th, 2011 we contacted United Bank Card (now known as Harbortouch) by telephone since we we hadn't received the monthly statement yet.
We were told that the $27.95 charge was for a required fee for providing the IRS with details of our gross receipts. This is charged three-times/year bringing the annual fee to $83.85 for reporting information to the IRS.
Doing a google search provides an abundance of information regarding this new requirement and the fact that most credit card processing companies are padding their bottom-line by charging a fee for meeting this requirement.
We were told on December 16th, 2011 that this fee would be refunded as a one-time courtesy since we started processing earlier in the year and was not informed of this fee.
This is the second time that United Bank Card (now known as Harbortouch) has taken money from our account that was not detailed in the contract we signed for merchant processing services. We have been a merchant with United Bank Card since June 2011.
So in the first seven-months of service - they removed $79.00 on October 25th for an annual terminal fee which was returned on November 4th because we purchased our terminal. And now most recently, United Bank Card removed $27.95 from our checking account which was explained as three-times/year fee for IRS reporting compliance - that was yet to be returned.
We gladly pay all fees and charges associated with using their service but these two charges were not detailed in our contract nor were we informed before-hand of the amount and reason for these charges.
It is in our opinion then that United Bank Card (now known as Harbortouch) is quick to take any fees/charges they want from your account and hope that most merchants won't notice and for those that do and should not have been charged - they take weeks to return that money.
With the $83.85 annual IRS compliance fee, standard discount rates and the PCI Compliance fee (which we haven't paid yet but I'm sure it will be deducted without notice) - it might be worth switching to squareup which does not charge IRS compliance fee or PCI compliance fee.
It's just unsettling that a credit card processor like United Bank Card (now known as Harbortouch) apparently just deducts fees without knowledge, consent or even the common courtesy of informing their customers.
This report was posted on Ripoff Report on 01/05/2012 06:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/United-Bank-Card-Harbortouch/Allentown-Pennsylvania-18109/United-Bank-Card-Harbortouch-2795-charged-three-timesyear-for-IRS-form-1099-K-report-818646. 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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