- Report: #286511
Report - Rebuttal - Arbitrate
Complaint Review: United Bank Card – 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 Card53 Frontage Road, Perryville Industrial Park Bldg III Hampton, New Jersey U.S.A.
Harbortouch | United Bank Card REVIEW: Comitment to Harbortouch’s executive team and employees are committed to customer satisfaction. Harbortouch’s approach to business is focused on providing the highest customer satisfaction in the industry.
*UPDATE: Harbortouch pledges their commitment to always improving their operations by joining Ripoff Report’s 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. Harbortouch 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 Harbortouch for its commitment to excellence in customer service.
Ripoff Report’s discussions with Harbortouch formally United BankCard 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.
Harbortouch offers a full range of merchant services, supplying POS systems, electronic cash registers and credit card processing terminals as part of its unparalleled free* equipment program.
As one of the largest and most reputable payment processors in the United States, Harbortouch currently handles the merchant accounts for over 110,000 business locations and processes in excess of $9 billion annually, with those numbers continually increasing.
Consistently recognized as a leader in innovation, Harbortouch is a five-time Inc. 500/5000 honoree (2005-2009) and was listed on Deloitte's 2008 "Technology Fast 50" list. Additionally, Harbortouch was named a Gold winner by the 2012 Golden Bridge Awards, a Silver Winner by the 2012 Best in Biz Awards and a Bronze winner by the 2012 American Business Awards.
United Bank Card changed its name to market new products and services but kept its focus on customer service, leaving no customer behind
United Bank Card was founded in 1999 as a traditional credit card processing company. In 2007, the company entered the point-of-sale system market with the launch of their full-featured, touch-screen Harbortouch POS system. In 2011, Harbortouch began offering this high-quality POS system with no up-front costs as part of its revolutionary “free” equipment program. The company saw tremendous demand for the Harbortouch POS system and it became increasingly central to their operations. The Harbortouch POS system quickly became the company’s flagship product offering. At the beginning of 2012, United Bank Card officially changed its name to Harbortouch to reflect the company’s focus on their POS systems. The name change also highlighted their transition to a more technology-oriented, forward-thinking company. Although the company changed its name, Harbortouch still maintained the same management, employees and focus on customer service. Harbortouch continues to put their customers first, realizing that exceptional customer service is just as important as competitive pricing and innovative products.
“ The only kind of business that will make the kind of commitment that HarborTouch has, .. is the kind of business consumers can definitely trust. If there were more businesses that had the same thinking as HarborTouch, just imagine, there would not be as much of a demand for consumers to use Ripoff Report” – ED Magedson – Founder, Ripoff Report
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.
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 And Richard Melgar Merchant Services Contract with United Bank Card was never accepted, but they are still charging me fees when no transactions were ever processed and terminal was returned Hampton New JerseyIn August 2007, I spoke with a gentleman by the name of Richard of Merchant Services in Chicago who is a rep for United Bank Card. After filling out an appliction with this gentleman all of a sudden our conversations changed along with all the fees. That put up a red flag for me, and I soon realized I wasn't dealing with someone I could do business with, and I asked him to cancel for now until I was ready to open an account. A week or so later, on September 14, 2007, a terminal showed up on my doorstep from United Bank Card.
I called UBC and told them of the above and they said I have to talk to the rep. I left countless messages for the rep with no call back. I called UBC again and they said only the rep could help me. They said they would contact the rep and have him call me. The rep called me and I told him that I didn't want the terminal, and he tried to keep selling me on the idea. He said only his supervisor could help me. The supervisor, Steve, called and I advised that I couldn't do business with Richard because he was never straight with me regarding the fees or termsand every time I talked to him, terms and conditions would change. I let him know I don't do business that way and I won't do business with him. (I found out later that Richard was supposed to give me the terms and conditions with the application and he did not. The application looked like a regular credit application). Steve said I was only to deal with him from now on and Richard should never had told me all the things he did, and he would call me back as to how to close the account. I never heard from him again and he didn't give me his phone number.
I called UBC to get help from them and they kept telling me I had to deal with the rep. I told them the rep is not calling me back. And I wanted to speak with their supervisor. They told me he was on the phone and would email him to call me. I never heard from him.
So on September 20, 2007, I faxed a letter to my Rep, Richard, to close the merchant account. I still never heard from anyone. So I sent the terminal back to UBC and they received the terminal on September 28, 2007.
I was on vacation and when I got back, I faxed a letter to Richard that I sent the terminal back to UBC and to close the account. He actually called me and acted surprised I sent it back. He wanted my tracking number from UPS and said he would call me back in 15 minutes. That was Monday, Oct 8, and by Friday Oct 12, I still had not heard from him. So I faxed another letter to Richard because he was not picking up his phone, to ask if everything was taken care of and to please let me know as soon as possible. Still no reponse. On October 17, 2007, I left another message to Richard and still no call back. On October 20, 2007, I faxed another letter to close the account to no avail.
On November 1, 2007, I called UBC and asked them if the account was closed. She said yes and then she said no. She said I never sent a cancellation letter. Can you believe that!!!!! I have been sending them since September. She volunteered to send me their cancellation letter and it was asking for a $250 early termination fee. Unbelieveable! I never processed a transaction or activated the terminal. So I wrote my own cancellation letter advising that you have to have delivery and acceptance in order to complete a contract. Yes they delivered the terminal, but I did not accept it. Therefore there is no contract and there should be no early termination fee collected or any fees for that matter. I also advised if they don't close the account in a week, I will file a complaint with Visa/Mastercard. I called on November 9 to see if the account was closed, and they told me yes.
But since then, I had received threatening letter dated November 19, 2007, from them that I have a past due amount of $80.75, and if I don't pay by December 2, they will take it to collections. No. 2, today, November 24, 2007, I received a billing statement for additional services for the terminal for $55.75. They told me the account is closed. Why am I receiving any bills at all. I never processed anything.
Please help me to stop them from sending erroneous bills on a closed account. They need to reverse the $80.75 whatever that is for, and the $55.75.
San Diego, California
This report was posted on Ripoff Report on 11/24/2007 07:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/United-Bank-Card/Hampton-New-Jersey-08827/United-Bank-Card-And-Richard-Melgar-Merchant-Services-Contract-with-United-Bank-Card-was-n-286511. 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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