- Report: #1143676
Report - Rebuttal - Arbitrate
Complaint Review: Merchant Services
Merchant Services9012 Research Drive, Suite 200 Irvine, California USA
Merchant Services, Irvine, CA Shawn, Jose, Eric Charging extra fees, rude to customer when questioned, ignoring request to speak to dierctors. Irvine California
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The most unprofessional company I have dealt with. We signed up with them after Jeremy, their sales rep, came to our office convincing us that they have a better rate. We switched to them in 2012. Recently another provider approached us and we found out that we have been charged PCI non-compliant fees of $19.95 since 2012. We called them about that, an that is when everything went downhill. First we talked to Shawn who stated that they had sent us a letter in 2012 about PCI compliance. We had never received that, so he emailed a copy to us. In our own records I found a letter from them that stated we were compliant. Later we talked to Jose who treated us like we could not read a contract. He kept reading a clause from the letter that was emailed to us earlier, and I kept telling him that he doesn't need to read every sentence and every word. I can see it in front of me, so lets get to the main point. He kept interrupting and getting louder. I asked for a manager to which he said that they will say the same thing so that would be a waste of time. He then Said I should talk to Eric. Well.. Eric had the same exact unprofessional mannerism as Jose. He kept interrupting and accusing either my wife or I of not telling the truth. I stated that we pay you upwards of $5000-$6000 in fees every year, and we are discussing a matter which at most involves $240, yet you are treating us as if we are burden and a nuisance. I stated that you are giving me enough reasons to switch providers, to which he said there will be a $450 cancellation fee. I stated that perhaps your staff needs to go to training to learn how to interact with your paying customers. If anything you can learn from Nordstrom customer service, to which he replied that they don't need any training. I asked to speak to a director or executive of the company, to which he replied that he (Eric) is the last stop. I called again to talk to customer service, and they transferred me again to Mr. Eric.
Bottomline... We earned our lesson the hard way. This company is a privately held company. I think Eric is the owner, otherwise no employee dares to talk to customers that way. I will send a copy of this exchange to all of my colleagues. I would not recommend them even if they were the last credit card processing outfit out there. DO NOT be fooled by their sales reps. This is the most unprofessional and rude customer service I have seen in a long time. No wait.... I have seen this mentality before, but it was when I was working on a project in Russia. I never expected customer service in USA to be at this level, especially when they are making money off of you on a monthly basis.
This report was posted on Ripoff Report on 05/02/2014 05:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/Merchant-Services/Irvine-California-92618/Merchant-Services-Irvine-CA-Shawn-Jose-Eric-Charging-extra-fees-rude-to-customer-whe-1143676. 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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