• Report: #734471

Complaint Review: Pivotal Payments | Ripoff Report Verified™ ..businesses you can trust. Commitment to customer satisfaction. nationwide credit & debit card processing, clearing & settlement, gift, loyalty, store value card programs, terminal management solutions, electronic check processing.

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  • Submitted: Sat, May 28, 2011
  • Updated: Sun, May 29, 2011

  • Reported By: Jay — Thorn Hill Ontario Canada
pivotal payments
14 commerce place St.Catherines, Ontario Canada

Pivotal Payments REVIEW: Pivotal Payments commitment to customer satisfaction, Pivotal Payments has implemented strategic changes to proactively enhance client satisfaction and the speed of their customer service response time. The company is focused on improving its clients’ payment processing methods, resulting in 100% satisfaction.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – Pivotal Payments pledges to always resolve any issues, feel safe, confident & secure when doing business with Pivotal Payments. Ripoff Report Verified™

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EDitor’s UPDATE: Positive rating and recognition has been given to Pivotal Payments for its commitment to excellence in customer service.

 

Ripoff Report’s discussions with Pivotal Payments 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.  The company 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.


Pivotal Payments is Rip-off 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..
The information provided in this report is based on comments made by Louis Georgakakis and  Patrick Huynh during an interview held by a third party verification company with no biases toward Pivotal Payments.   

 

Pivotal Payments is a merchant service provider that helps their clients accept credit cards and also provides affiliate products such as software and terminals. Their target markets are in small to medium companies that are generally brick and mortar business. Currently, the company works in the United States and Canada and is looking to break into European markets this year. Pivotal Payments feels they have a competitive edge in the market place because they are constantly adding to, enhancing and increasing their product lines. Recently they have added the Pivotal 360, Pivotal 1, and Term Protection programs to help provide customers further options in services needed. The company also notes that they feel their customer service sets them apart and they have invested heavily in this department.

Louis Georgakakis stated, “The company’s core values are based on commitment, growth, entrepreneurialism and building relationships. Pivotal is committed to always doing the right thing, quickly, efficiently and to the best of its abilities. The company’s employees have the courage to take responsibility for all issues and learn from these issues to enhance the company. Employees are nimble, open and flexible to new ideas, innovation and technology to deliver on current and future opportunities. Pivotal understands that thousands of people and businesses across North America depend on them for their livelihood. We strive to build everlasting relationships with partners, customers, employees and suppliers to help the achieve mutual goals.”

 

In order to make Pivotal Payment’s feel they are having the best customer service possible, they state that they have a 24/7 customer service staff available, opportunities to be released from cancellation fees associated with contracts, a knowledge based management team and cross training amongst their staff. In regards to the company’s internal processes, Patrick Huynh stated the company is, “Continually working on customer service calls to be under an average of 30 seconds and we are working to enhance the quality of information communicated to the customer by cross training our staff. We also work to have proactive retention within our customer service meaning that we try to work with customers to solve issues before a complaint arises.”

 

Pivotal Payments states that they try to work with clients to satisfy all of their concerns within reason when working with them to discover a solution. Through this, the company states they can usually retain about 95% of their clients when concerns arise. The company works to help resolve customer’s pricing concerns by matching competitor’s pricing within reason when working with existing customers. One of the largest areas of concerns that has been brought to the company’s attention is in regards to an early termination fee being too high. To remedy this, the company has developed a Low Merchant Termination Policy that fee is about half of what it was previously. The Low Merchant Termination Policy addresses customers whose volume is lower and accounts for approximately 90% of Pivotal Payment’s business. The company states that they generally handle about 1200 customer cases per month where they make sure to address and review pricing options.

 

Louis Georgakakis stated, “We are happy to be a part of the Corporate Advocacy Business Remediation and Customer Satisfaction Program because it gives us a reason to be proactive with client concerns. Ripoff Report allows us the opportunity to know who the customers are that have concerns and get them all the information needed to address the issue.” The company notes that the customers are entering into a legal agreement with Pivotal Payments and that is something that is taken into consideration when handling complaints. Because of Ripoff Report and other complaints the company has received in the past, their standard policy is that a customer can cancel their services without a fee if Pivotal Payments is unable to provide appropriate solutions to do whatever it takes to make the client happy.

 

A top executive of the company told us that their vision is “to be a top tier North American Merchant Services Provider by creating a meaningful contribution to its clients, partners, employees, suppliers and shareholders.” Pivotal Payments’ mission statement says it all: "Our mission is to provide valued processing solutions which make a positive material impact to the businesses of our merchants and partners across North America."  Some of the other things Rip-off Report learned in the course of its investigation: typical customer feedback reads:  "Switching to Pivotal was the best move for my business! We were able to save money with no hassles." As well as, “Going with Pivotal Payments has been a great move since they offer good rates and service. I would recommend them to other merchants."

PIVOTAL PAYMENTS / "The company has implemented a sales compliance position to ensure that sales channels meet our internal standards as well industry regulations," explained Patrick Huynh, Vice-President of Client Services. "Our service levels have also improved tremendously over the past year and continue to do so as we proactively listen to the needs of our clients and respond rapidly to any and all concerns."

"We joined the Corporate Advocacy Program in order to better understand our clients’ issues and should they arise, react faster to address them," said Louis Georgakakis, Director of Marketing. "Our client care department’s improved response time, thorough compliance with industry regulations and greater customer satisfaction levels are all a testament to the hard work each and every employee at Pivotal has performed in order to accomplish our mission."


Pivotal Payments takes employee satisfaction seriously as well.  The company’s Youtube channel boasts several videos of its employees indicating their level of engagement and empowerment to helping the company reach its goals and developing better relationships with clients. One such video is from Eric, a Relationship Manager, who states "the best part for me about working here at Pivotal Payments, hands down, is making that little difference in my merchant's day." The comraderie experienced through these short clips makes it evident the close-knit unit at Pivotal Payments is dedicated not only to helping their merchant clients succeed, but helping each other grow as individuals.


STATED IMPROVEMENTS FROM PIVOTAL PAYMENTS.

Paying close attention to feedback from customers and taking their concerns seriously.

Implementation of a fairer, flat early termination fee for all small merchants leaving a contract early.

Transparent pricing models both on the merchant application and in the terms of service.

Auto boarding process that gets a payment terminal to a merchant within 48 hours of application submission.

Maintaining an A+ rating on the Better Business Bureau (BBB) for over a year and counting.

24/7 service available in both English and French with well trained, dedicated professionals.

Proactive outreach via survey to customers to ensure their concerns are heard and their feedback used to improve.

Pivotal Payments recognizes that complaints posted on Ripoff Report are issues to be seriously addressed.  If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s investigation, Pivotal Payments 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. Huynh, Mr. Georgakakis and many of the company’s past and current associates, Rip-off Report is convinced that Pivotal Payments is committed to quality delivery of services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Rip-off 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 Rip-off 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 insure that the member business did right by their customer ..  

https://www.youtube.com/pivotalpayments

Pivotal Payments - Client Review - Babylon Fish & Clam

https://www.youtube.com/watch?v=2wMfXgiCgWg&list=PLC10CC7356B867DD1&index=1

Pivotal Payments - Client Review - Astor Wines & Spirits

https://www.youtube.com/watch?v=JMtDEN2WJWg&list=PLC10CC7356B867DD1&index=3

Pivotal Payments - Client Review - Cafe Picasso

https://www.youtube.com/watch?v=z64es473BgA&list=PLC10CC7356B867DD1&index=2

Pivotal Payments - Client Testimonial - Garderie Manyl Inc

https://www.youtube.com/watch?v=BfD-9RxhwqI&list=PLC10CC7356B867DD1&index=6

Pivotal Payments - Client Review - BECQ Security Group

https://www.youtube.com/watch?v=IWyMiVh7xYE&list=PLC10CC7356B867DD1&index=7


NOW TO THE ORIGINAL REPORT THAT WAS FILED    
----------------------------------------------
 

pivotal payments Rip-off, Not able to huoner their offer and trap you in the lease, surprise you with "LFG" lease St.Catherines, Ontario Canada

"Pivotal Payments" and "LFG" which is the Pivotal's sales of points pad leasing company are very organized scam business partners. The Pivotal's sales people come to you and bug you with the most juicy offers. Even after you reject them they keep coming and calling and calling and professionally making you look stupid if you don't aqgree with them. If you are sold to their juicy offer and signed the lease like I did, then you are in deep truble. Unfortunately since their lease is designed very professionaly with a lot of tiney paragraphs protecting them against you, you can't get out of it even after their obvious failure in their services. 

I am willing to testify in any court against them to help any victim. I have been frustrated by them for over three years and still continues. I wish few of victims like myself can get together and take them to Court to save the future victims of them.  I have some proof for what I am claiming. My story is very intresting. I just want say it briefly.  I have two retail locations. Just over three ago the  Pivotal sales people contacted me to convince me to switch to them and save money. I was with "Moneris" (credit card processor) at that time and was paing about $45 per month for each account and of cours some percentage for each transaction and I was happy with their service.

Pivotal was offering $28 per monthy and some lower percentage for each transaction. Based on that offer I would save money for each account anually but still it wasn't some thing to make me go through the paper works and cansel my lease with the "Moneris" and make a comitments for another lease. They even offered if the Moneris is going to charge a penalty for bridging their contract they would cover it. still I wasn't ready for the change until they put their winning card on the table and that was the Air mile card. Based on their calculation I wa saving enough air mile to go to Europ with my wife and come back for free every year.

Since we travel overseas almost every year, that offer sounded very good so that I couldn't reject it and I signed up for two accounts. See how good crooks they are that right after signing the lease they faxed another couple of leases to be signed for the "sales of point machines". To have them sent to me I had to sign it. I noticed that those machins are provided by "LFG"(leasing company) which Pivotal never mentioned about them before and I assumed pivotal is the only one I will  deal with. Later on some more papers I signed for financial processing and that one was with "Global Payments".

So what is the Pivotal doing here? just a middle man and the charge of $28 per month was only for being a middle man? The LFG was charging $35 monthly per account and Global charging $30 per account all on top of the Pivotal charge of $28 per month. Let's do some math here, 28+35+30=$93  So rather than paying $45 per mont to the "Moneris" now I had to pay $93 per account that means every month I am loosing (93-45)= $48.00 per account and that means 2x48=$96 and anually (12x96)=   $1142  nice!!! Thanks to Pivotal. Any ways I convinced my self the air miles will cover for this loss and hopefully their servise is going to be better and so on.

It is hard to beleive that they send a letter after few monthes saying that they don't offer the air mile any more, (that easy). So all air mile savings and thinking of trip to Europ for free is gone.  It is getting intresting isn't it?. To calm myself down I just said to my self this is another business experience and let the 3 years lease end and then go back to the "Moneris" again. Mean while the transactions of the credit card weren't going smooth and we are having truble once a while.  Each time we call them about that, after waiting for a while on the phone they say punch this and that number in the pad and re boost or upload and so on.

The problem with transactions not only didn't get fixed but exceed in less than a year. Store employees calling me complaing the custmer buying some thing but charge is not going through.  Some customer calling from their home saying they have been charged twice and similar problems on and on. Then Pivotal said the problem is the "sales of points machines" and then they arranged with their scam partners "LFG" to send us new equipments. Some papers got faxed to us to sign regarding new machines and I signed them and then machines came. The old ones got returned to where ever was asked at that time and we started with new machines. It didn't help at all. 

Finally I called them and asked them to cansel our lease simply because they can't provide the service. They completely ignore the problems and said I must pay penalty about $1600 for eaqch account if I cansel my lease. They also didn't take any responsibilty about the LFG and said that is between me and LFG.  I Called LFG To cansel their lease and they said same thing and they asked for few hundereds of dollars to cansel them. I couldn't do it, but to keep the business runing smooth and having satisfied customers in the very critical time of my business I decided to go back to "Moneris" and I did and let Pivotal and it's partners withdraw their monthly charges from my business accounts untill the leases are over but that is not it. 

In the middle of the second year Pivotal called me and mentioned that because I am not using their services for long period (although they were being paid for their  monthly charges) they will cansel the accounts and still they will charge my bank acount for penalty which came to around $500 for each account at that period of time. That was too much, To keep that Vulture away I had to talk to my banck and put stop payment to Pivotal's charges.  They kept buging me for a while . At the same time I sent a letter to "Global payment" (thier processor) and they were okay and just canseled the contracts after 2.5 years, but let me tell you about the "LFG".

I waited exactly to the end of of 3 years lease and called them and tolled them since lease term is over cansel my accounts and give the information where to send the machines back.  They did and I send the machines but I noticed they are still charging my banck account for thier monthly charge of $35 per account. I called them and complaint and they kept saying that I have 2 more leases with them. That drove me crazy. I didn't know what to do. After few more conversation I realized that when the Pivotal arranged 2 new machines to be replaced with older ones in the first year, some how they haven't canseled the older accounts and they put the new ones under 2 new accounts and the leases of these new ones started from the date that they have sent.

I haven't been able to solve that problem yet and this Vulture partner of  Pivotal that didn't even exsist to me when I signed up with Pivotal still bugging me up to this moment that I am writing and they keep sending letters and calling and so on. By the way in this past 2 years my business was suffering because of the economy crises that has happened and I am working days and nights to keep my business alive and un fortunately all these frustration from the big Buggers Pivotal and LFG was very damaging emotionally and economically.


This report was posted on Ripoff Report on 05/28/2011 10:31 PM and is a permanent record located here: http://www.ripoffreport.com/r/pivotal-payments/StCatherines-Ontario-L2R-6P7/pivotal-payments-Rip-off-Not-able-to-huoner-their-offer-and-trap-you-in-the-lease-surpr-734471. 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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