• Report: #1022242

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: Fri, March 01, 2013
  • Updated: Fri, October 25, 2013

  • Reported By: L — Hawaii United States of America
United Bank Card
2202 North Irving Street Allentown, Pennsylvania United States of America

Harbortouch | United Bank Card REVIEW: Feel safe, confident & secure when doing business with Harbortouch. Harbortouch maintains a strong commitment to complete client satisfaction and exceptional client experiences. As a member of the Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program, Harbortouch has reinforced their commitment to their customers. This program benefits the consumer, assures them of complete satisfaction & confidence when doing business.
*UPDATE: Harbortouch is recognized by Ripoff Report Verifie™ 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 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. [continued below]....
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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 Harbor Touch - Pattern of deceptive business practices, possible fraud?, Allentown, Pennsylvania

1.   There was no long term contract with UBC.  We were assured there were no penalties or fees associated with cancelling service at any time.

2.  UBC is unresponsive to consumer requests or complaints.

3.   It appears there may be a pattern of unfair and deceptive business practices by UBC or possible fraud, even.  I know if at least one other instance of an initial corrupt Terms & Conditions file.

4.  UBC debited our account for $700 without our knowledge and never communicated the EFT to us via billing or statement or otherwise.  This is larceny.

We signed up for credit card processing services through a representative for United Bank Card in June 2011.  The website we saw advertised,  no long term contracts and "low rates"(www.merchantaccountsmaui.com). The application and Terms & Conditions documents were emailed and the application file was barely legible, but the Terms and Conditions Document file was corrupt and inaccessible.   We requested a good soft copy several times, but never got one.  I specifically requested NO terms regarding time obligations when we signed up with the
representative for credit card processing services and he assured me there were
none.
 
We had been unhappy with the quality of customer care at UBC and canceled service in late September of 2012.  UBC now also known as Harbor Touch, is trying to collect $750 (early termination fees) from us.  They initially just debited our account with an EFT for $700 and never said a word or gave us any notice of the charges.  I happened to review our bank statement and questioned the entries.  I filed a Regulation E form with our bank and was able to recover the funds.  Only since that time upon my requests, have UBC reps offered to send me the Terms and Conditions document.  They said they would send it but kept sending me other info such as copies of our application in one instance, and a welcome packet in another.  I made numerous attempts to resolve the issue both verbally and in writing.  I even submitted a letter of dispute at their request and heard nothing back. Upon following up a third time, I received a reply that they referred our account to a collection agency. 

I suspect from what I have read, know first- hand, and from conversations with another business owner who uses UBC's service , that the company engages in these types of activity on a regular basis.  To mislead /advertise  falsely, not provide proper and complete disclosure, provide poor/rude/unresponsive care,  and debit client accounts without any notice or explanation is fraudulent misrepresentation  and larceny.

I plan on taking this to the next level and would like to know if anyone else has had similar experinces.


This report was posted on Ripoff Report on 03/01/2013 04:35 PM and is a permanent record located here: http://www.ripoffreport.com/r/united-bank-card-harbortouch-merchant-services-pos-systems-electronic-cash-registers-credit-card-pro-1022242. 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:
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Updates & Rebuttals

#1 Author of original report

Main Issue on $700 charge resolved!

AUTHOR: L - ()

I was recently contacted via email by Ripoff Report advising me that UBC/Harbor Touch was interested in resolving our issues.  I am pleased to update this report with a positive outcome and with gratitude to ED (the EDitor for this site) and Jared (the CEO of Harbor Touch).  My main issue was the disputed $700 charge that Harbor Touch had placed on our account and had attempted to collect from us.  Resolution acceptable to both of us was reached in just a few days with the confirmation of the withdrawal of the charge/es.  I am impressed with ED's ability to bring people together; and Jared's initiative and follow-up.  I am hopeful for resolutions and good relations for past and all current customers who have experienced service and or billing issues.   

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#2 UPDATE Employee

Sales Rep

AUTHOR: Curtis Stevens - (United States of America)

Hi,

I'm an independent agent for Harbortouch and let me explain a few things.  Harbortouch does not have a sales team.  They focus on their products and the merchants and have independent agents such as myself selling their products.  They cannot control what an agent promises to a merchant since they are not an employee.  They do their best on terminating the relationship with agents that do not represent the brand in a good fashion.  Therefore, they cannot honor any agreements or promises the agent makes to a merchant.

Harbortouch's standard processing agreement is 3 years, termination fee of $350 or $35 times the remaining months left, whichever is greater.  Yes, I agree, that is too steep!  If an agent offers you different terms, such as what I do, they must make that notation on the application, on page 4 under special instructions.  I have signed up hundreds of merchants with Harbortouch with such clause.  The offer I give is no ETF with 90 days notice.  Harbortouch honors it every time and has since day one.  If an agent simply makes a claim to a merchant and doesn't do the necessary steps when sending in the paperwork to Harbortouch, then Harbortouch enforces their standard term as no other alternative terms have been offered.  With anything different, the merchant would need to take it up with the agent involved since it is something they promised
and not Harbortouch.

You can download their terms and conditions here: http://www.unitedbankcard.com/pdf/UBC_TandC_2009.pdf.

In all honesty, based on everything you said, I would take this up with the agent you signed up with.  The company you mentioned in your compliant.  You were promised things by the agent and sounds like they didnt take the appropriate steps for those promises to be provided.  They are also the ones that can make anything happen if it is possible, such as waiving the cancellation fee.

Curtis Stevens
www.harbortouchs.com
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