• Report: #636121

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.

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  • Submitted: Tue, August 31, 2010
  • Updated: Mon, October 28, 2013

  • Reported By: David — Fresno California USA
United Bank Card
PO Box 4006, Clinton, NJ 08809 Nationwide United States of America

Harbortouch | United Bank Card REVIEW: Customer Satisfaction Commitment: Harbortouch values each merchant it serves, realizing exceptional customer service is as important as competitive pricing, innovative products. The company offers award winning customer support which is handled entirely in-house available 24 hours a day, 7 days a week, completely free of charge to all of their merchants. The company also stands by its equipment, offering a lifetime warranty on all POS systems. Additionally, professional installation and ongoing training are included with every POS order.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – Harbortouch pledges to always resolve any issues - feel safe, confident & secure when doing business with Harbortouch, 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.

Harbortouch POS System Review: Rivals Sports Bar & Nightclub from Harbortouch POS on Vimeo.


Harbortouch POS System Review: Lobo de Mar from Harbortouch POS on Vimeo.


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.


United Bank Card is Ripoff 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..

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.”

Harbortouch POS System Review: Bradley's Pit BBQ from Harbortouch POS on Vimeo.



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.

Harbortouch POS System Review: Moon Dance Wine & Spirits from Harbortouch POS on Vimeo.



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.

Harbortouch POS System Review: Neworld Cafe from Harbortouch POS on Vimeo.



Harbortouch POS System Review: Jake's Bar & Grill from Harbortouch POS on Vimeo.



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

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United Bank Card Early Termination Fee Fraud / Bogus Charges Appearing on My Monthly Bill / They Won't Go Away internet, Nationwide

I had been with United Bank Card for 5 years when I switched over to another credit card processing company. When I called them to cancel my account they told me there would be a $250 termination fee. I asked them what was early and they said prior to 3 years. I told them I was with them for 5 years. They said that they (unbeknownst to me) automatically rolled me over for another 3 years after the first 3 years and that even though I was 2 years into the 2nd three year term I couldn't terminate without paying the "early termination fee" ($250).

They faxed a form for me to sign but I didn't sign it because I didn't want to pay the early termination fee. It's been almost a year now and I get strangely labeled and varying charges on my monthly bill (anywhere from $5 to $95) even though I haven't used their service in almost a year.

They won't go away. Lately they have been threatening to send me to collections. Last month they sent me a FINAL Due balance of $129.50 and 30 days later got another FINAL Due balance of $479.32.

How can I protect myself from these scammers? I think they need to hear from the Attorney General. I can't afford an attorney. I am a small 1 man business.


This report was posted on Ripoff Report on 08/31/2010 02:22 PM and is a permanent record located here: http://www.ripoffreport.com/r/United-Bank-Card/nationwide/United-Bank-Card-Early-Termination-Fee-Fraud-Bogus-Charges-Appearing-on-My-Monthly-Bil-636121. 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 8Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Suggestion

Hey Dogstar

AUTHOR: readb4signing - (United States of America)

How much of a markup in profit do you place on your products to sell to the consumer?  Do you own a convenience store that offers coke products at a merchant's cost of 38 cents per bottle to your consumers or do you mark up that bottle to reflect $1.49 or higher?  Are you in the clothing business where your costs for a pair of blue jeans are $15, yet you sell that item for $55?

How pathetic you are to blame the processor, yet you are in the same boat.  We all need to make a profit to survive, yet you want to blame the processor.  The credit cards are anywhere from 0.95% to 2.95% depending on the card itself.  There are over 315 different Visa and MasterCards alone.  The credit card companies are making the big bucks, so you need to vent your frustrations to those companies rather than the processors.  Not everyone can buy wholesale, some pay retail, and you are a retailer.  You're just as guilty as the people you point your finger towards.  We're all in it to make money, so stop your griping and quit crying.  As to Hell, I won't be there.  For you to even suggest that statement, you must be doing something wrong, like taking advantage of the American consumer.

Pathetic.

All processors carry a standard 3-year agreement, unless notified by the agent.  Don't blame UBC, blame yourself.  Blame the credit card entities--Visa, MasterCard, Discover, American Express.  You blame the processor, yet you probably own a few plastic cards as well.

If you don't like the processor, stop taking cards from your consumers and enjoy/absorb the loss in revenue.

Stop whining and grow up.
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#2 Consumer Suggestion

Standard Contract/Agreement

AUTHOR: readb4signing - (United States of America)

As with any processor, unless noted by the agent who has control over the Early Termination Fee, a standard contractual agreement between a merchant and it's processor is 3 years.  Obviously either your agent did not disclose this to you or you were not paying attention or you agreed to the terms.  After being with the company, maybe you were approached by another processing agent who offered you a better deal and thus, you wanted to pull out from your agreement.  As with any service, such as cell phones and satellite tv services, there are binding fees if one voids the agreement.  You voided the agreement with UBC and thus, you were assessed an early termination fee.

It is pathetic that merchants cry when they have to pay an early termination fee, yet they mark up the costs of all their goods so they can make a profit as well.  Why not allow your customers to walk in your establishment and pay your costs per item?

You signed a contract; you are responsible for the fees.  It is sad that you lied and cried to get your ways with the BBB.
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#3 General Comment

It's not YOUR MONEY!

AUTHOR: Boudreaux - (United States of America)

It's not your money, but the consumer's money.  They pay goods at your business, of which you chose to mark up 200 to 300 percent to gain profit.  Credit Cards are unsecured cards, meaning there is no money behind them for that person's account, but mainly money lent to them based on their signature and credit scores.

As to reading the contract of a UBC agreement, the termination fee is listed on one of the pages; in clear view of the merchant's eyesight.  You do not need to read anything but the 4-page agreement.  I have owned and operated a business and have taken cards for payment.

If it were not for credit cards or debit cards, then your sales profits would be reduced by 77%.  Cards are a convenience so consumers can spend more at your establishments, and processing companies do take a risk behind every card that you accept.

Therefore, stop crying and own up to your mistakes!  Stop taking cards and see how much of a drop in revenue per month.  Today, more people carry less cash and rely on their debit or credit card for purchases.  If you cannot hang with the big boys, then accept cash only.
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#4 Consumer Comment

to always read agreement. Employee #3

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

It is obvious that your don't own or have never run your own business.  The merchant contracts are so confusing and convoluted, it is impossible to completely read and understand everything in the half hour you have to read and sign it.   A merchant would have to carry a lawyer around in their back pocket.  A lot of companies refuse to give the contract to the merchant to read over ahead of time citing competition reasons
Many times the cancellation fees are hidden or unclear.  I stayed past my obligated contract only to
discover that I had been tricked into  being automatically entered into another contract because I didn't terminate in a ridiculous small time frame.  THis type of business dealing is unfair and deceptive and no other business in America operates this way.   You are a moron for even suggesting that a credit card processors have the right to charge you a $250 fee to quit their lousy service after their contract has already run its course. 
Also, merchants are not charged 1.5% to swipe a credit card.   The majority of cards are rewards cards that charge 3% and when you add up all the fees and bullshit charges these credit card processors add on, the cost of using cc processing is 3-5% of GROSS.  So even in the best situation, the cost can take 6-10% of your profit.    Plus if you collect sales tax,  you get charged to do that.  (costs me $600 a year to collect sales tax).
Let me make one more thing clear.   ITS OUR MONEY!!!.  Most card transactions are done as a convenient alternate to cash.   THe processors assume no risk since they are just moving money from one account to another.  Why should we pay 3-5 % for this service? 
See you in Hell.
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#5 Consumer Suggestion

File a complaint with BBB

AUTHOR: BBASPORTS - (United States of America)

I had the same problem with United Bank Card they would not
canceled service after 5 months because they said I signed a 3 yr contract
which I didn't. After calling them several time and calling Paymentouch who
actually signed me up I decided to file a complaint with the BBB and in 3 weeks
I got a letter thought BBB that my account is closed with no $250 fee. I do not
know how but they have a rating of A- with the BBB maybe thats why it was easy
for me to get out they want to keep that rating. But try that file a complaint
online with BBB you might get better results.

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#6 UPDATE Employee

Always read agreement

AUTHOR: readb4signing - (United States of America)

I cannot understand why merchants do not read the agreement before they sign.  As with me, I submit a checklist for the merchant and have them sign it after reading the application.  Why?  Because after being with my company for a few years, they chose to cancel and cry that I didn't alert them to the cancellation fee, of which I fax them a copy of the signed checklist.  Furthermore, I ask the merchant if I can do anything to make it easier for them, such as placing a lower termination fee or not charging one at all. 

I am there for my merchants, because their sales pay my bills.  Credit card processors are a business, like many others.  Whenever my merchants gripe about being charged 1.5% on their credit card sales, I then intervene and ask them if I can walk into their store and select anything I want and pay their costs?  They reply no, that they are a business and need to mark up their products for profit. For merchants to take a credit card for sales, much more is involved in just accepting that card.  Processors absorb the many risks behind that credit card. Funny how credit card processors get bit in the ass by these merchants, yet the merchants don't want to abide by the agreement between them and the processor.

Now, Obama and Congress have their hands into everyone's business; now merchants have to file all their credit card sales and such to the government, so the government can regulate ALL sales between the merchant and it's processor.

So, next time Mr. Merchant, if you have a gripe and want to cancel, pull out the agreement and re-read.  You will find out that the fees are justified.
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#7 UPDATE Employee

Resolution

AUTHOR: Chris rotondi - (U.S.A.)

United Bank Card, Inc. (UBC) currently serves over 125,000 merchants, and while we strive for perfection, we realize that it may be impossible to satisfy all of our customers at all times. We take customer service very seriously and work diligently to resolve any complaints in an expeditious manner. I am reaching out to you to try to resolve the issue you have had with our company. Despite our greatest efforts, we recognize problems or misunderstandings may still arise. We have noticed that in many of the complaints on the Rip Off Report the customer is actually unhappy with an independent sales representative, a leasing company or some other third-party entity that is not controlled by United Bank Card. We regret that these situations occur and will work diligently to resolve them when they do. United Bank Card sincerely tries to do the right thing in every situation. This approach is how we have consistently maintained an A+ rating with the Better Business Bureau in addition to receiving numerous awards for our quality operations and service including awards for Best Customer Service by the Green Sheet, our industrys leading publication. We are also a five-time consecutive Inc. 500/5000 honoree and have been ranked on Deloittes Fast 50 list of fastest growing technology companies. In addition to our accolades in the business world, we also try to make a difference as a responsible corporate citizen by supporting various charitable causes. Through our Pennies for Humanity program and charity poker tour as well as other initiatives, we have helped raise tens of thousands of dollars for a number of philanthropic organizations. I hope that this message has conveyed the standards that our company strives to uphold and has convinced you that any issue you may have had with us was an isolated incident. Please feel free to contact me using the contact information below and I will do my best to resolve your issue in a professional and timely manner. Customer satisfaction is the highest priority at United Bank Card and I look forward to helping you resolve your problem.
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#8 UPDATE Employee

Resolution

AUTHOR: Chris rotondi - (U.S.A.)

United Bank Card, Inc. (UBC) currently serves over 125,000 merchants, and while we strive for perfection, we realize that it may be impossible to satisfy all of our customers at all times. We take customer service very seriously and work diligently to resolve any complaints in an expeditious manner. I am reaching out to you to try to resolve the issue you have had with our company. Despite our greatest efforts, we recognize problems or misunderstandings may still arise. We have noticed that in many of the complaints on the Rip Off Report the customer is actually unhappy with an independent sales representative, a leasing company or some other third-party entity that is not controlled by United Bank Card. We regret that these situations occur and will work diligently to resolve them when they do. United Bank Card sincerely tries to do the right thing in every situation. This approach is how we have consistently maintained an A+ rating with the Better Business Bureau in addition to receiving numerous awards for our quality operations and service including awards for Best Customer Service by the Green Sheet, our industrys leading publication. We are also a five-time consecutive Inc. 500/5000 honoree and have been ranked on Deloittes Fast 50 list of fastest growing technology companies. In addition to our accolades in the business world, we also try to make a difference as a responsible corporate citizen by supporting various charitable causes. Through our Pennies for Humanity program and charity poker tour as well as other initiatives, we have helped raise tens of thousands of dollars for a number of philanthropic organizations. I hope that this message has conveyed the standards that our company strives to uphold and has convinced you that any issue you may have had with us was an isolated incident. Please feel free to contact me using the contact information below and I will do my best to resolve your issue in a professional and timely manner. Customer satisfaction is the highest priority at United Bank Card and I look forward to helping you resolve your problem.
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