ED Magedson – Founder
Pivotal payments & LFGsuite #1000-685 Cathcart St MontrealInternet, Quebec United States of America
Ripoff Report Verified™ REVIEW:
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.
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 ..
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NOW TO THE ORIGINAL REPORT THAT WAS FILED
In March of 2007 I sunk my life savings into a retail storefront that was within an industry that I had spent many years. I was never so proud of my own accomplishments. In June of 2008 I became victim of the telemarketing scam of lower payment processing on merchant debit and credit card processing. The company that I had been originally approached by was called CARDEX, now known as Pivotal Payments. I was promised lower rates than I was currently paying with my current processing company. For the next 2 years I would incur a barrage of hidden fees and mass increases on payment processing. I have switched effective Aug 1st, 2010 from Cardex/Pivotal Payments/Global Payments too much more reasonable merchant payment provider. On August 1st, 2010 I notified my Bank Branch of the change and of the stop payment to Cardex/Pivotal Payments/Global Payments on my account. I cancelled my contract with Cardex/Pivotal Payments/Global Payments under the pretence of the Finance ministers new code of conduct policy released on April 18th, 2010, and put into effect August 16th, 2010. On August 16th, 2010 I notified Cardex/Pivotal Payments/Global Payments that Cardex/Pivotal Payments/Global Payments no longer had authorization to debit my account. On Sept 7th, 2010 Cardex/Pivotal Payments/Global Payments withdrew over $3,300.00, from my Bank account that they were strictly informed that they were to have NO FURTHER ACCESS. My bank manager agreed and my bank manager reversed the withdrawal immediately. Most if not all merchant Cedit Card processing firms accept a early termination fee of as low as $195.00, on average of $300.00 and as high as $500.00, not Pivotal Payments! I now take a barrage of daily harassing calls from Pivotal Payments Collections department.
My latest obstacle has now become the equipment leasing company that Pivotal Payments use called; LFG. I was sold a Hypercom T4210 on a recommendation made by CARDEX (Jesse Schwartz) The Unit was to work over the Internet via TCP/IP base. It worked maybe one year, and then became almost a strict dial up machine, as it could not hold a net connection. The silver numeric coating on the number buttons started flaking off in less than a year. The numeric pad that I keyed in amounts was also the pad that clients would use to key in their PIN. Nearly every time I would pass the machine to the client it would power down and re boot. I would physically have to go to the other side of the counter and instruct the client to NOT MOVE the machine and then process their payment. The unit finally powered down for the final time and upon rebooting it just showed an error code and appears to have had its memory wiped clean, and is no longer functional, and then would no longer even power up, it's now just a dead machine.
Every time I contacted Pivotal about the issues they said it is not their problem, but they could have a service technician there to look at it within a few days at a totally astronomical price. Thus far I have made 25 payments of $34.99 equaling roughly a total of $875.00. LFG is requesting in excess of $1500.00 for the early termination of the NON-Cancelable lease on a terminal that usually sells new for approximately $400.00. I have put a stop payment on LGF and have had the monies they have debited from my account reversed. LFG has contacted me and requested absurd amounts of money due to me canceling their NON-Cancelable lease. Even if I ship them back theyre broken down POS terminal the credit that LGF would be willing to give me is nominal. They are threatening me with legal action that would result in them seizing my assets and ruining my credit check.
This report was posted on Ripoff Report on 11/14/2010 08:05 AM and is a permanent record located here: http://www.ripoffreport.com/reports/pivotal-payments-lfg/montrealinternet-quebec-h3b-1m7/pivotal-payments-lfg-norhtern-leasing-cardex-tangerine-merchant-payment-scams-pivotal-661771. 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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