• Report: #205721
Complaint Review:

United Bank Card

  • Submitted: Fri, August 11, 2006
  • Updated: Thu, April 16, 2015

  • Reported By:Los Angeles California
United Bank Card
347 W. 83rd. St., Ste.C Burr Ridge, Illinois U.S.A.

Harbortouch | United Bank Card REVIEW: Customer Satisfaction Commitment: Harbortouch values each merchant it serves, realizing exceptional customer service is as important as competitive pricing, innovative products. The company offers award winning customer support which is handled entirely in-house available 24 hours a day, 7 days a week, completely free of charge to all of their merchants. The company also stands by its equipment, offering a lifetime warranty on all POS systems. Additionally, professional installation and ongoing training are included with every POS order.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – Harbortouch pledges to always resolve any issues - feel safe, confident & secure when doing business with Harbortouch, Recognized by Ripoff Report Verified™ as a safe business service.

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REVIEW UPDATE: April 16, 2015: Harbortouch remains committed to increased customer satisfaction and has improved their business practices over the years to better serve their customers. Harbortouch is truly dedicated to making sure their customers are satisfied and that any complaints which do arise are addressed promptly and fairly.

To date, Harbortouch has made good faith efforts to resolve all complaints reported on Ripoff Report. Based on our experience, the member business has proven to be among the top members of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program as a Verified Safe Business™.

Over time and since becoming a member, Harbortouch has remained actively engaged and improving the way they address customer service complaints. As an active and current member of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program we are happy to report that now more than ever Harbortouch remains committed to improving customer satisfaction.

Remember, no company or individual can ever satisfy 100% of the people 100% of the time. There are no products or services that will always be perfect for everyone and even the best companies will receive complaints from time to time. However, by participating in the Corporate Advocacy Program, the member business has made a commitment to working with its customers to resolve complaints quickly and fairly whenever possible.

Please keep in mind that as a consumer you have some responsibilities as well. Success has many definitions that based on your past experiences, current situation and your perceived expectations. Success with any product or service is always based on the proper application and understanding. The fastest car will not run if you never turn the engine on. Look at how you used the product or service that was provided in relation with the instructions that you received. The Corporate Advocacy Business Remediation and Customer Satisfaction Program will help you get your voice heard but please be prepared with documentation and fair representation of your concern, also have an idea of how the company can fix your concern. Can they offer additional services, extend warranties, offer a fair refund or just get you talking with someone that can help. ..let them know and let us know!

*Any consumer not receiving satisfaction from a member of the Corporate Advocacy Program should email us at editor@ripoffreport.com
 Harbortouch is Ripoff Report Verified. [continued below]....

....

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..

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.

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, Merchant Services, Fifth Third Bank And MBF Northern Leasing Burr Ridge Illinois

MESSAGE from Ripoff Report: The Review below is false:
The Report below was likely posted by a competitor. Ripoff Report hates when something like this happens. Like one consumer stated below in a rebuttal, “This complaint has nothing at all to do with United Bank Card.. The only accusations this complaint makes about United Bank Card is the fact that they have a website for potential sales reps and that we pay them.”  When a business becomes a member of Ripoff Report’s Corporate Advocacy Program, the first thing Ripoff Report does is to email everyone that filed a complaint about the business, letting them know they business has agreed to make things right with customers from the past. The author of this Report never responded.

 

In my internet search to right the wrongs I suffered at the hands of Merchant Services, Fifth Third Bank and MBF Leasing I ran into some very interesting information. I found a website by this co. United Bank Card which low and behold provides cc processing. If you go to isoprogram.com you will find information outlining the pay structure including the very lucrative residual income that you can earn soliciting cc processing from businessses. While it appears that UBC does offer free credit card terminals to some customers and in turn charges them higher processing fees, they also do business with MBF leasing. I found a pdf file outlining the MBF direct leasing package and all the requirements including the personal guarantee that must be obtained in order for the sales rep to be paid..get this, the same day! I nearly fell off my chair when I saw that the package was put together by BRIAN FITZGERALD, EXECUTIVE VICE PRESIDENT OF BUSINESS DEVELOPMENT...the very same sales rep. who swindled me two years ago. I strongly urge any business contemplating dealings with this co. to run the other way. I know that there really isn't any negative feedback for this co.(yet, but you don't want to be sitting on the other end of a keyboard feverishly typing two years from now when you realize what a fool you were. If you look around on ripoff report you will see that this scam operates all over the place under many names and often it takes people a while to realize that they are being ripped off! Also, if you are seeking a career please look more carefully. It is important to be able to look yourself in the mirror each day. Anna Los Angeles, California
U.S.A.


This report was posted on Ripoff Report on 08/11/2006 06:34 PM and is a permanent record located here: http://www.ripoffreport.com/reports/united-bank-card-harbortouch-merchant-services-pos-systems-electronic-cash-registers-credit-card-pro-205721. 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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REBUTTALS & REPLIES:
0Author 7Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

UBC / harbor touch

AUTHOR: David - (United States of America)

I had a terminal go down and they sent me a bad terminal to replace it.  I went 4 weeks without a terminal trying to get it resolved.  Now im fighting to get out of the contract...good luck with this company
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#2 UPDATE Employee

resolution

AUTHOR: Chris rotondi - (U.S.A.)

United Bank Card, Inc. (UBC) currently serves over 125,000 merchants, and while we strive for perfection, we realize that it may be impossible to satisfy all of our customers at all times. We take customer service very seriously and work diligently to resolve any complaints in an expeditious manner. I am reaching out to you to try to resolve the issue you have had with our company. Despite our greatest efforts, we recognize problems or misunderstandings may still arise. We have noticed that in many of the complaints on the Rip Off Report the customer is actually unhappy with an independent sales representative, a leasing company or some other third-party entity that is not controlled by United Bank Card. We regret that these situations occur and will work diligently to resolve them when they do. United Bank Card sincerely tries to do the right thing in every situation. This approach is how we have consistently maintained an A+ rating with the Better Business Bureau in addition to receiving numerous awards for our quality operations and service including awards for Best Customer Service by the Green Sheet, our industrys leading publication. We are also a five-time consecutive Inc. 500/5000 honoree and have been ranked on Deloittes Fast 50 list of fastest growing technology companies. In addition to our accolades in the business world, we also try to make a difference as a responsible corporate citizen by supporting various charitable causes. Through our Pennies for Humanity program and charity poker tour as well as other initiatives, we have helped raise tens of thousands of dollars for a number of philanthropic organizations. I hope that this message has conveyed the standards that our company strives to uphold and has convinced you that any issue you may have had with us was an isolated incident. Please feel free to contact me using the contact information below and I will do my best to resolve your issue in a professional and timely manner. Customer satisfaction is the highest priority at United Bank Card and I look forward to helping you resolve your problem.
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#3 Consumer Comment

United Bank Card Merchant Acct

AUTHOR: Terry - (U.S.A.)

I have been dealing with this company for several months with no issues, until Oct. 20th. They proces thru FNBO. My bank acct. was forst charged $155, from that moment on, that put me in the negative, over the next month, they charged my acct. small fees (even when I wasn't processing when I was ill) small dollar amounts and eaxh time I was getting hit with $25 overdrawn fees. They were trying between 2 and 8 times a day, sometimes within seconds of each transaction, to get these small amts and I am still getting hit with fees with each one. I have been on the phone with FMBO and UBC several times over this past week, at this writing a supervisor is reviewing my statements from the bank I sent her, and awaiting to see if they are going to reimburse me for this mess or not. I WILL keep you posted.
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#4 Consumer Comment

UNITED BANK CARD SUCKS!!!

AUTHOR: Tampabay - (U.S.A.)

This merchant company, UNITED BANK CARD, is a fraud. They hold your money hostage and spam message boards. Thats how they make their money. STAY AWAY!!!
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#5 UPDATE Employee

why is united bank card even named in this complaint?

AUTHOR: Chris Rotondi - (U.S.A.)

This complaint has nothing at all to do with United Bank Card.. The only accusations this compalint makes about United Bank Card is the fact that they have a website for potential sales reps and that we pay them. The last time I woke up I was in America where there is nothing wrong with having a website or a sales force and nothing wrong for receiveing payment for services. Having a tiered program that gives free equipment to customers that qualify is nothing outlandish or out of the ordinary either. United Bank Card is a reputable company and does not deserve to be slandered by some person who surfed the internet for 45 minutes looking for merchant service providers. This complaint deserves no attention and should never have been posted on ripoff report

thank you
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#6 Consumer Comment

I am too a victim of this company and more companies...they all work together

AUTHOR: Stephani/ Hair Salon - (U.S.A.)

I am a victim of this credit card terminal scam. 3 ring circus is what it is.
Starts with Midwest Merchant Services( ohio), lease finance group (chicago) and electronic payment systems(eps,Greenwood Village, Co.)...They all work together and if I only just checked them out first. I signed a 48 months UNKNOWINGLY non-cancellable contract with lfg. I am fighting back and will win this battle. They will not take anymore monies from me....so far I have paid $3,534.48 for a machine that values approx. $400.00. No more....they said I have 12 months to go..I dont think so. I am mad as hades and fighting back. In the beginning they threatened me back in 2005 they would sue.... Go ahead and let them try. The court system is not strangers to the companies. They know what they are about...
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#7 UPDATE Employee

Wrong company

AUTHOR: Jared - (U.S.A.)

I represent United Bank Card with this response. You named three companies.



1.United Bank Card - a credit card transaction processor. We work with a variety of credit card terminals to enable businesses to accept credit cards from their customer.



2. MBF Leasing. - A leasing company that provides services to tens of thousands of merchants who do not want to pay for their credit card terminal and prefer to lease it. UBC offers this convenience to our merchants as well as a few hundred other credit card companies who use MBF Leasing's services.



3. Fifth Third Bank - This is a large financial institution in the Midwest. They are a competitor to United Bank Card in the credit card processing industry.



You listed all three of the above companies, but it seems your only complaint is with MBF Leasing. Without question leasing companies tend to take a lot of heat as customers are bound to a term of payments. This complaint would be like blaming Ford for making bad cars when your issue is really with the leasing company who enabled you to get the car. United Bank Card fulfills our obligations by providing credit card processing services. We support over 55,000 merchants nationwide and process in excess of 5 billion in annual volume. I am sure you have a legitimate complaint but it should be addressed to the correct party and not United Bank Card.
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#8 UPDATE Employee

Don't Blame UBC for a few faulty agents

AUTHOR: Michael - (U.S.A.)

I disagree with your comment. UBC is not a ripoff company as you indicate. As an agent I earn my pay the honest way; I submit several plans to a merchant and the merchant decides on the plan. My rates are very low, very competitive in the credit card processing industry. As to any lease, there is a buyout and I reveal the amount to the merchant.



So, I ask you not to place blame on the company because of a few bad apples. There are many companies out in corporate America that have great agents and not-so-great agents. Some of us earn our money the honest way and I have established a great rapport with my merchant clientele.



Before anyone signs any agreement, questions should be asked and answers should be provided. Otherwise, when one signs on the dotted line, the responsibility falls on the signee's shoulders.
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