• Report: #548670
Complaint Review:

Ripoff Report | UNITED BANK CARD

  • Submitted: Sat, January 02, 2010
  • Updated: Mon, October 28, 2013

  • Reported By: Oasis Restaurant — three rivers Michigan United States of America
Internet, New Jersey 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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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. [continued below]....


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

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.


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.




 I have called and tried to explain to UNITED BANK CARD a couple of times that this is a FRAUDULENT attempt by them and
PROGGRESIVE BUSINESS SOLUTIONS (Carol Heflin, Owner Portage MI.)  to extort money from my business.
1) PROGGRESIVE BUSINESS SOLUTIONS, Carol Heflin came in my restaurant promising to give me better credit card processing
rates and new processing terminals FREE if she could get my business. After doing a comparison with my current processor she promised that she could save me between $200-300 a month in fees with a cost plus program.
2) At that point i told her that if that was TRUE i would switch over to her company, BUT i would NOT sign any kind of contract or commitment until i see the actual savings on a month to month basis. To that she AGREED, and also told me i can cancel anytime if not happy with the plan and service.
3) I gave her the necessary documents that she needed including a voided bank check, so she can start the process. She promised me everything will be ready within 7 days, and her husband would be delivering the terminals with the new software at that time.
4) Well, 5 weeks later and after repeated phone calls to Carol Heflin with no response, i decided enough was enough! When i finally got in contact with her I informed her that i was not interested in her services and to cancel anything that she had done. She told me that was fine, and apologized for the delay explaining that there was a mix-up with the bank and that's why it was taking so long. I NEVER RECEIVED ANY TERMINALS OR ANYTHING FROM UBC OR Carol Heflin, so even if i wanted to use them as a processing company i couldn't.
5) The next thing i noticed was that  UNITED BANK CARD was withdrawing monthly fees from my checking account. I called UBC, and talked to someone in the customer service department twice, and both times i tried to explain the situation, and both times i was basically told too bad for you, you signed a 3 year contract. I informed them that i don't even have terminals, how can i be charged for service that they are not providing? They told me that they are not responsible and to call the agent. I asked to have a copy of that contract mailed to me because in no WAY did i sign a contract, and even if i did that contract would be VOID because they never gave me the terminals. To this date i have not received ANYTHING.
6) After numerous attempts of calling Carol Heflin, i finally got a hold of her (only because i swiched cell phones and she did not recognize the #). I told her of the situation and informed her that i was going to take her to court for FRAUD. She told me that in NO WAY that UNITED BANK CARD should be withdrawing anything from my account because she had cancelled everything. She promised to call UBC and resolve the matter ASAP. I have not heard back from her since.
7) The next step i took since i could not get anyone from UNITED BANK CARD to listen to me, and Carol Heflin was not returning my calls anymore was to change my checking account completely (on the advice from my bank) so i can protect my business. That cost me $500.
8) Now i see that UNITED BANK CARD has hired a collection agency (TRANSWORLD SYSTEMS INC.) demanding $1068.85 from my business. UNITED BANK CARD has already taken $131.15 from my account.
  Well i've had enough of this! I'm tired of getting threatened by UNITED BANK CARD and getting ignored from Carol Heflin!
I'm  contacting the BBB, Federal Trade Commission and forwarding this email to the them, along with any other FRAUD reporting Agency and forum i can find. 
Not to my surprise, after doing an online search about UNITED BANK CARD, WOW!! HOW MANY COMPLAINTS ARE THERE? Why are they still in bussiness?
I guess i'm not the first business that UNITED BANK CARD has tried to scam. This is a common practice for them.
I am also contacting a gentleman that is orchestrating a class action suit against UNITED BANK CARD. I guess i will be joining the party.

This report was posted on Ripoff Report on 01/02/2010 09:02 AM and is a permanent record located here: http://www.ripoffreport.com/reports/united-bank-card/internet-new-jersey-/united-bank-card-do-not-use-this-company-internet-new-jersey-548670. 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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2Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee


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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#2 General Comment


AUTHOR: EnoughJerks - (USA)


I will never do business with this company. Did they pay the BBB also???

Report: #384585

Chris may be our CEO...

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

Report: #384637


Chris is either paid very well or a complete idiot..Many complaints and he answers..hmmmm ...

Do whatever you can to stop these people.
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#3 Author of original report


AUTHOR: Oasis Restaurant - (United States of America)

This update is to inform everyone on the results of the BBB investigation, and to reply to Mr. Rotondi on hi remark. First of all Mr. Rotondi welcome back from hiding. This is the first responce from you on this matter. You or anyone from UBC has ever contacted me about trying to resolve this problem at any time. That to me shows very poor customer service. About your  A rating with the BBB, i'm not so sure about that, because they are full of complaints similar to mine about your company. But i'm happy to report that after the BBB investigation your company refunded my $131 that was stolen from my account. You wrote on your settlement offer with the BBB that this was a gesture of good faith. Well, i hate to disagree with you but if your company wanted to settle this properly then maybe you should start dealing with your customers before they have to go to the BBB and start writing their complaints all over the internet. This was not good faith, but an admition of guilt. I hope that businesses that  shop for a credit proccesing company do their homework on the company that they decide to put their trust in. This by far is the most dishonest and unragulated business that people have to deal with. Closing, i'm glad this nightmare with your company is over with, and GOOD LUCK to all your future and present customers!!!!

P.S. A word of WARNING! Never ever sign a contract with ANY proccesing company!  If they want your business let them prove it on a month to month basis. I NEVER sign contracts with ANY vendors, and never will. They need your business more then you need them. There is plenty of compatition out there.

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#4 UPDATE Employee


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

I am sure if this was referred to the BBB this issue has been resolved.  United Bank Card has an A rating with the Better Business Bureau and resolves all of their complaints.


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#5 Author of original report


AUTHOR: Oasis Restaurant - (United States of America)


Although the threatening letters have stopped from UNITED BANK CARD and TRANSWORLD SYSTEMS INC.(After talking to them and forwarding a copy of my complain) No one from UNITED BANK CARD has contacted me including Chris Rotondi who i have sent my complain too. The BBB is doing an investigation into this matter and I'm waiting for the result. Will update when i receive anything. In the meantime i have received a call from a neighborhood business who has the EXACT same problem that i have, with the same individuals. GOOD LUCK TO HIM.

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