• Report: #1047616

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.

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  • Submitted: Wed, May 01, 2013
  • Updated: Tue, October 22, 2013

  • Reported By: DJ's Sports Bar — Knoxville Tennessee
Harbortouch POS Systems
8240 Middlewick Nolensville, TN 37135 nashville, Tennessee USA

Harbortouch REVIEW: Harbortouch commitment to total customer satisfaction. Harbortouch focused on providing the best experience for their customers and delivers on this promise with exceptional service, fair business practices, competitive rates and top-quality equipment.
*UPDATE: Harbortouch 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. Harbortouch is recognized by Ripoff Report Verified™ as a safe business service.

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Ripoff Report Verified™ REVIEW:

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





Harbortouch 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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Harbortouch POS Systems deceptive agreements nashville Tennessee

I enquired about this company on craigslist and talk with their representative CARL DICKERSON of Nashville Tn. He told me on the phone that the only charges i would be charged for using their system is a monthly service charge , a quarterly service charge and .10 per swipe. Now that we've had the system in place they are taking money out or our account daily. I wasnt made aware of the other charges till now. I told them i was going to cancel my account, they said i have a 5 year contract that i wasnt even made aware of. I think this company is doing illegal practices.


This report was posted on Ripoff Report on 05/01/2013 09:26 AM and is a permanent record located here: http://www.ripoffreport.com/r/harbortouch-merchant-services-pos-systems-electronic-cash-registers-credit-card-processing-allentown-1047616. 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:
1Author 1Consumer 2Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

I can supply you with a copy of the agreement

AUTHOR: Owner of the company - ()

If  you need a copy of the agreement I can supply it to you. Merchant processing is similar to a bank loan and bank loans all have a percentage rates.

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#2 UPDATE Employee

Independent Agent Response

AUTHOR: Curtis Stevens - ()

Hi,

First, I would like to say the response from what appears to be Carl is not from the corporate office of Harbortouch and does not reflect their say in the matter.  Secondly, I would like to explain that Harbortouch doesn't sell its products & services.  It utilizes independent agents to sell its products and services, similar to an insurance company.  While they try their best to monitor those individuals representing their brand, they can't control how they are represented and can only honor what the contract states that is signed by the merchant.

With that said, it is the responsibility of the agent to explain all the charges to the merchant.  Harbortouch is a credit card processing.  They also have a POS system, two different products with different charges.  Usually this is handled by two companies, not one.  Harbortouch has hundreds of good, honest sales agents all over the US.  I myself being one.  Feel free to contact me with any questions.

Lastly, as an agent that represents the company Harbortouch, I apologize if the experience you had was not up to your expectations.

 

Curtis Stevens

www.harbortouchs.com

 

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#3 Author of original report

Karl

AUTHOR: DJ's Sports Bar - ()

You can say want you want to try to cover your tailend but the fact of the matter you lured me in with the great deal that your company offers, but you never told me what to expect from the merchants account with all the hidden fees. That is all if you had took the time to explain about the merchat account i would have reconcidered. After all i told you i was new the business community and didnt know anything about it. Still you told me the only three charges was the Monthly service, the quarterly service charge and .10 cents per swipe, those are the only three charges you ever mentioned to me. If you ask me thats being deseptive. 

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#4 REBUTTAL Owner of company

You should have read your contract?

AUTHOR: Owner of the company - ()

 Jeff,

As the owner of this company I want to point out a few problems I have with your statements.

1. He told me on the phone that the only charges I would be charged for using their system is a monthly service charge , a quarterly service charge and .10 per swipe.

Number one, the POS System and the merchant processing are two different entities'. You have a monthly POS payment which is only $69.00 per month and you have a quarterly payment of $59.00 for: software license, daily back up of data and 24 tech support.

Most companies charge $500.00 just for the data back up!

Now the merchant processing, there is a percentage rate and a transaction fee. If I did not charge the percentage (which BTW I'm charged for in my cost) I would have never taken you on as a customer. Wouldn't need you if that were the case.

2. Now that we've had the system in place they are taking money out or our account daily. I wasn't made aware of the other charges till now.

When you originally signed up with me we had your account on monthly discount of merchant fees. You were switched to daily discount because you didn't know you had to close or batch out your credit cards. Because you decided not to batch we changed you to daily. Its very common practice because the bank thinks your hording the money that they deserve.

3. I told them I was going to cancel my account, they said I have a 5 year contract that I wasn't even made aware of. I think this company is doing illegal practices.

Well as far as this above statement goes, we gave you a $4100.00 POS System with no money down or upfront. Now don't you think there would be some type of requirement or agreement? We cant use the custom POS System after we give it to you.

Here's what I think, you yourself told me that moneys tight, which I understand.  But don't go bashing a persons livelihood just because you don't or can't afford services that your having a hard time paying. Why don't you file a rip-off report complaint with the guy you purchased your beer cooler from or the guy you pay a music royalty fee for playing music.  And you also need to do some due diligence on your part by READING YOUR CONTRACT. Trust me its all in there. I don't run my business any other way but fair.

 

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