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Eliot Management Group, LLC

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Phone: (800) 933-9856 Fax: (866) 933-5581 View Additional Phone Numbers 1100 E 6600 S Ste 425, Murray, UT 84121 http://www.e-mg.com



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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Eliot Management Group, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Eliot Management Group, LLC include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 118 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

118 complaints closed with BBB in last 3 years | 46 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 12
Billing/Collection Issues 17
Delivery Issues 1
Guarantee/Warranty Issues 1
Problems with Product/Service 87
Total Closed Complaints 118

Additional Complaint Information

Eliot Management Group requests that merchants please send an e-mail outlining any issues they may have to merchantrelations@e-mg.com to resolve the issues prior to filing a complaint with the BBB. Upon receipt of the e-mail, merchants will receive a personalized response within three business days.

Customer Reviews Summary Read customer reviews

13 Customer Reviews on Eliot Management Group, LLC
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 11
Total Customer Reviews 13

Additional Information

BBB file opened: August 29, 2000 Business started: 12/01/1999 in UT Business started locally: 12/01/1999 Business incorporated 12/18/2000 in UT
Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Brady Harris, President Mr. Matt Sheive, VP of Sales Operations Ms. Bianca Vigil, Merchant Relations Specialist
Contact Information
Principal: Mr. Brady Harris, President
Customer Contact: Ms. Bianca Vigil, Merchant Relations Specialist
Business Category

Credit Card - Merchant Services Management Consultants Credit Card Processing Service

Alternate Business Names
E M G Eliot Eliot Management Group

Customer Review Rating plus BBB Rating Summary

Eliot Management Group, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/21/2016 Problems with Product/Service
7/16/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The salesperson stated that I would be reimbursed $495 if I switched from Bank of America to Eliot. No other requirements to receive the credit to my account were brought to my attention. After multiple weeks went by and repeatedly asking why nothing had been credited to my BofA account, I was told that I had to activate my mobile pay device before that would happen. Then after doing that and enquiring about the payment, I was told that I had to lease a credit card device to get the credit. This was never discussed previously. The salesperson apologized for her lack of knowledge of this requirement but offered no credit. I was also promised a free mobile device reader cc. Later I discovered that I was charged $47.81 for the device. The sales person again apologized and stated that it would be refunded to me. After multiple weeks of asking about the credit, I was finally told and I'm reading from a text, "She (the salesperson's manager) said you can call the customer service number and talk to them about the $47". At this point, I have stopped processing of any automatic withdrawals setup for Eliot's monthly recurring charges. They will need to send me a check for the total of 495+47.81=542.81 as originally promised in order to avoid our trip to small claims court. This is a completely fraudulent practice, offering to offset BofA’s cancelation fees with a credit, then promising a free mobile cc reader then simply telling me they can't offer any resolution after they didn't deliver as promised. I look forward to digging into other claims of similar practices by Eliot and pursuing investigation with the proper gov't agencies. Best regards, *** ***********

Desired Settlement: They will need to send me a check for the 495+47.81=542.81.

Business Response:

Dear Mr. ******:

 

We are in receipt of Mr.**********‘s complaint.  Please be advised that Eliot Management Group takes these matters very seriously.  At this this time we are working directly Mr. ********** to  address his concerns ,  and  to reach an amicable resolution. 

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

Kourtney K***

Merchant Relations 

7/13/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In November of 2014 I was approached by a sales representative for Eliot Management named Victor L***. He assured me he could lower my cost on credit card charges. after showing me his rates and his agreeing to waive all set up fees. I signed up with Eliot. Since then, I have been charged for two non-compliance fees each month, charged for an additional account and charged at rates higher than he had told me. I have never received any monthly billing information or any itemized charges even after requesting them. I had attempted to reach Victor several times with no response. Finally in April of this year a new representative came to my business and told me Victor was no longer with Eliot and that he had done a lot of incorrect handling of setting up accounts. I was then told that the additional account would be taken care of with a partial refund, he would help me get the non compliance fees taken care of and they would correct the amount of charges. I even received a couple of forms from the DM Wade asking me to sign and get the amounts adjusted. Unfortunately the amounts again did not match what Victor had agreed to. After informing Wade of this, I was told in email he would look into it and get back to me. Since then, I have not heard any response from Wade. I have sent 3 emails to the Corporate email box with no response and have sent several emails to Wade and the sales rep without response. I also have reason to believe that when Victor set up my account he forged my signature onto some of the contract agreements.

Desired Settlement: I want Eliot Management to correct the amounts to what was originally agreed to, refund the difference including the phantom 2nd account and or void all contracts including the charge card system lease.

Business Response:

Dear ******:

 

We are in receipt of Mr. *********’s complaint.  Please be advised, Eliot Management Group (“EMG”) takes these complaints very seriously. At this time we are reviewing Mr. *********’s concerns so that we may reach and amicable resolution.  

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

Kourtney K***

Merchant Relations

7/6/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went to Eliot Group's office in Jacksonville, Fl invited by one of the associates. I was introduced to a credit card processing system for my small business (***** ********* ***). I purchased that credit card reader for $35 and was told that it would be the only fee that I would need to pay. Monthly fee was never mentioned during our conversation. I was unpleasantly surprised when a month later I noticed a withdrawal from my bank account (-$42.72) by BANKCARD MTHLY FEES ***************. I called the local office immediately and left a message (answering system) for that associate. I was never called back. I called three more times leaving messages. No one called me back. I sent an email to the main office and was never contacted.

Desired Settlement: I request a refund of $35 for the reader itself - I won't be using it ever. I request a refund of $42.72 for the monthly fee that was deducted from my bank account. I think that that associate should attend business ethics course.

Business Response:

Dear Mr. ******:

 

We are in receipt of Mr. ********‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

 

In April of 2016 Mr. ********‘s entered into an Agreement for credit card processing with Eliot Management Group (“EMG”).  By signing the Agreement Mr. ******** acknowledged to have received, read and agreed to be bound by the Agreement and the Terms & Conditions; that no verbal agreements or representations had been made; and he would rely solely on the Agreement (See, Page 5 of the Agreement). Please be advised,  pages 2 and 3 of the Agreement along with Paragraph 27 of the Terms & Conditions  disclose  all contractual fees associated with the Agreement.

 

Our records show that Mr. ********’s processing account became active on April 28, 2016 for a term of 1 year.  The Merchant has used the account and equipment to process transactions during the month of May.  All monthly fees charged to the Merchant are in accordance with the signed Agreement.  Please note,   Mr. ******** signed page 4 of the Agreement which clearly states that all equipment sales are final.

 

At this time we will stand by the signed Agreement and no refunds will be given at this time.  Please note that if Mr. ******** wishes to close his account he may do so by submitting a signed closing letter by fax to ************.  Please be advised, any attempt to terminate the Agreement outside of the applicable term will result in an Early Termination Fee of no less than $495.00(See, ¶23 of the Terms & Conditions)  

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Kourtney K***

Merchant Relations 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:
I was not informed about the monthly fee whatsoever.
I was told that the reader purchase would be the only fee I would pay.
I was given the agreement in a manner "please sign here and date".

Sincerely,

***** ********

7/6/2016 Billing/Collection Issues
7/5/2016 Problems with Product/Service
6/24/2016 Problems with Product/Service
6/23/2016 Problems with Product/Service
6/3/2016 Billing/Collection Issues
6/3/2016 Problems with Product/Service
6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I met a representative who worked for this company who's name is Ermal. He approached me as I was working at an outdoor market, selling my handcrafted goods. He informed me of what services his company provided concerning a car reader or "swiper" and that his company's rates were better than Paypal's and the "Square" reader. I was interested, knowing that I had a growing business for my crafts and working for myself. I wanted to make sure there was no monthly fee and even asked concerning this with a reply from Ermal that there was no monthly fee. I still was not ready. I was still unsure about using a card reader, though interested. Ermal persisted for at least 2 months before we finally arranged a meeting, informing me that he needed to make his quota for his job and breaking down his incentives for signing people up for the product and service. We arranged a time for him to come all the way to my hometown in South Carolina to sign up for this card reader and for him to break down everything to me. We had lunch and he pulled the paper work out and was on the phone with his boss as they "walked me through" this sign up. The card reader was mailed to me. There was no discussion about a monthly payment and I even asked to make sure, being affirmed, that there was not. Ermal later insisted that I set up a website using their services. I informed him that I have a friend who is going to help me do all of that. This information is stored in our text messages for proof. He asked me more than once and I told him no. He told me the entire time that he wanted me to be successful and to do well and that he would do well by me doing well. I thought we had a good relationship. He insisted that I get a domain name for my website and I didnt really care because I had other things going on and knew that I could not and was not ready to commit to a website. He said that he would pay for it out of his own pocket, which it was about one dollar to buy the domain name. I said that is ok if you want to but i am not paying for it. He asked me for my social security number saying that he could use my information and use my "e signature" to help me get some things going. I was not really sure why he needed it but I trusted him and told him that I just wanted the card reader, I would handle everything else on my own with my own people. Well, the card reader was sent and I did not activate it nor use the service for three weeks. I set it up on a Thursday(if dates are needed for this I can verify them with text messages and emails). I used the card reader for the first time on that Saturday afterwards at an event. I was so happy. It worked so well and I made a few hundred dollars through the swiper. I understood that through every transaction a certain percentage would be taken out. I went to check my bank account that following monday and only to find that about $100 was missing. The bank told me that the company made 3 different charges to my account and I didn't have the money to cover the charges so the bank charged me $33 for the blocking of these attempts. This made no sense to me. The percentage that was to be taken out was far from being that much. I was never suppose to be charged monthly for the card reader. I called Ermal and He told me He would handle everything. Come to find out, he had me contracted that if I didn't make at least $1000 each month of card transactions that I would be billed $45 for the month of service. I was upset I knew I asked about this. I knew something wasn't right. He said it was ok and that he would handle it and get my $90 or so back to me even if he had to pay for it himself out of his own pocket. Well, to say the least I was done with the service. I never used the services or the card reader but that ONE night at a total of $340 earned. Come to find out, he also had me signed up for a 6 year website contract with monthly fees of around $60. I was so mad. It is in my text messages repeatedly telling him no concerning building the website. For I have a friend that will do it for free. I was not ready for anything big yet, I am still not ready for that. He told me that his boss had him sign me up and that he could see that things were not always honest. I have trust problems and this guy was coached into how to trick me into a binding contract unaware and unknowingly. Not even just that, but I have the evidence of telling him no time after time. He told me that he would need for me to sign a paper with my name asking to be removed from this contract which had a MID #. He said write it down and take a picture and send it to him so he could get me taken off. I told him I didn't want anything to do with the company anymore and he persisted that he would take care of everything. I genuinely wanted this to work but what I was informed of was not the truth. It was all so deceiving. I told him that I was done and that I wanted nothing else to do with them until they paid me my $100 for the bank fees of blocking the false attempts. I work very hard and use precious gems and metals to make jewelry. I was losing money by becoming unable to continue with the company's services. Well, I thought everything was settled because I told them to take me from their services by sending the aforementioned picture to Ermal stating that I would like to be taken off of the 6 year website contract that I never agreed to. Finally, I felt like I could breathe again. I continued to stay focused in my work. The next month came by and I was informed that my bank account was put into the negatives from the bank having to block attempts of withdrawal from my account by Eliot Management Group. I had no money saved. All of my money went to my survival and bills. I tried contacting them and was talked to as if I was stupid and them telling me that I signed these contracts. I informed them that Ermal said he was going to handle everything. They told me they didn't know what I was taking about and just tried to make me sounds crazy. To be honest it was driving me crazy. I could not access my bank account because it was in the negative for the next three months or so from them charging my account each month. I tried talking to people throughout the company but got nowhere each time only for my account to continue being charged each month without my consent and without ever using their services after that one event in November 2015. I finally contacted Ermal months later and he informed me that he had quit because this boss had him lying to so many people. I was not the only person who they did this too he said. He said he would support me in what ever action I needed to take. I have been so busy until now with personal things and life to handle this matter. They have been mailing me bills of around $350 that I owe them for the months that I did not pay the monthly service fees. It really destroyed my spirits through those months from October 2015 to January 2016 and so on until now with them continuously sending me statements of what I owe them. They still owe me the $100 dollars. There was a statement to my bank from their company stating that the first charge was done on error. It took me 3 weeks to even use the services after receiving the product(even though I still never agreed nor understood that I was signed to a contract with a $45 monthly fee if I didnt make a $1000 or more each month).

Desired Settlement: I feel it is only right and fair that the company repay me what has been owed from the very beginning. I request that Eliot Management Group repay me the 100$ in service charges that were charged to me by the bank, as Eliot Management admitted the account was charged by mistake. I also request to be relieved of the additional $340.22 charge charged to me by mail by Eliot Management, an unpaid balance coincidentally equal to the total amount "accrued" while using he services.

Business Response:

Dear Mr. ******:

We are in receipt of Mr. *****‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) for each processing location and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

Mr. ***** executed two (2) Agreements with Eliot Management Group (“EMG”) for credit card processing services in October 2015, and signed documentation agreeing to have received, read, and be bound by the Terms & Conditions (See, pages 5 and 6 of the Agreements). By signing the Agreements, Mr. ***** acknowledged that no verbal agreements had been made, and that he had relied solely on the Agreements and the Terms & Conditions (See, page 6 of the Agreements). Paragraph 27 of the Terms & Conditions clearly discloses all rates and fees.

Per the signed Agreements, Mr. *****’s accounts became active on October 19th, 2015 and October 29th, 2015, respectively, and have been used to process over $340 in transactions. Our record indicates that in November 2015, Mr. ***** was refunded for October 2015 end-of-month fees, as no transactions were processed in that month. On November 19th, 2015, Mr. ***** submitted a closing letter for account #******, and the account was closed. We show that on December 29th, 2015, our attempt to debit Mr. ***** for month end fees was rejected, so account #****** was closed and placed in collections for the contractual fees outlined below. On May 9th, 2016, we contacted Mr. ***** and offered to credit him the requested $100; however, the offer was declined.

November 2015 EOM:                                    $68.31

December 2015 EOM:                                    $41.91

Return Draft Fees:                                           $60.00

Collection Fee:                                                 $25.00

Early Termination Fee:                                   $495.00

Total Owed:                                                      $690.22

At this time, we will stand by the Agreement. The above balance shall be tendered before the account can be considered closed in good standing.

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Frankie M*****

Merchant Relations

Business Response:

Dear Mr. ******:

 

We have made several attempts this week to contact Mr. *****, with no response.   In order to have his concerns addressed directly Mr. ***** may call Ms. Amy W***** at ###-###-#### for further assistance with this matter.

We appreciate your attention to this matter. 

Sincerely,

Kourtney K***

Merchant Relations 

Consumer Response:


Complaint: ********

I am rejecting this response because:

Anyone dealing with this company should be aware of their manipulative abilities.

I Reject this response because it is not the truth*. I have had my phone on, charged, and by my side, and have not received one call in about 2 weeks now. Amy W***** said that she would call me back within a few days....again...this was 2 weeks ago.

Thankfully, I called today and Mrs. W***** finally answered the phone. She was telling me how busy she has been and how she has tried calling me but I know this to be untrue....for I have waited by my phone, diligently. After having my intelligence insulted again, and then bluntly speaking to Mrs. W***** about how what this company is doing is not only wrong, but illegal, she informed me that she is still working to refund me the $260( that was taken from my account on behalf of this company fraudulently signing me up to multiple contracts against my will, my consciousness, and my spoken word). 

To anyone reading this: Be careful believing anything that anyone says from this company. The reason being is because IF you are decieved into signing any contracts, as in my situation, verbal agreements discussed before and after DO NOT MATTER!!!! Again, in other words, what ever the representative is told to tell you, in order to get you to sign a binding contract, does not matter and is not valid after you sign. In my case, my biggest mistake was in giving the representative my social security number which he then used to sign me up against my will to a 3 year contract for an online store even though I told him that I have a friend who would be helping me do that and I did not need that. After speaking with Ermal(the representative who got me to sign) informed me that he was coached, by his boss, in doing all of this to me and to many other people....and still they didn't pay him his commission that he worked against his morality to acheive.

Once again, to anyone who is reading this, be aware that words mean nothing with this company except how they can use words to meet their agenda. I do not know about you, but my word is all that I have. I hope that my words can be used to help anyone before they are harmed by this company. 

I also want to paste this message that I sent to Mr. ****** via email:

On Wed, May 25, 2016 at 2:26 PM, **** *****<********************> wrote:

Hello Mr. ******,

I send this message just to show this companies manipulative abilities.

I wanted to make note that from the information in the message from Elliot Management Group on 5/9/2016:

They said " On November 19th, 2015, Mr. ***** submitted a closing letter for account #******, and the account was closed. We show that on December 29th, 2015, our attempt to debit Mr. ***** for month end fees was rejected, so account #****** was closed and placed in collections for the contractual fees outlined "

If this company is so truthful then why did they hit my account again, 2 times in December! for the contract #******, that was suppose to be closed on November 19? 

Thank you BBB for giving me the chance to be heard. It means a lot to me. I apologize for my lack of education and for my raging emotions if it has made anything difficult for anyone working on this case...Thank you for treating me like a human being.


Sincerely,

**** *****

5/17/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: J*** W*** at Eliot Management lied about rates, terms and running my credit. We mutually agreed that no credit would be ran until she sent me a breakdown of costs for service. She sent me the breakdown of costs, which changed every time we spoke on the phone. I received an alert that my credit was ran by Lease Finance Group and another company they are affiliated with. When I confronted J*** W*** about this situation she was rude, impatient, and tried saying it was not her fault. She did not take ownership and gave me attitude when saying she would look into it, leaving me with a feeling she would not bother fixing her error. Overall, she lied about rates and submitting my credit. She told me that she needed to fill out an application because she did not want to make another trip to gather my signature, but she reassured me nothing will be submitted. Then she told me after my credit was pulled she had to and it was only a soft hit. Then after I told her it was not acceptable she changed her story and said she was not sure why credit was ran. It went from her not going to submit credit, to she submitted it because she had to and it was only a soft hit, to finally changing her story to she wasn't sure why credit was ran. Very frustrated and poor business practices and customer service. Very poor representation of company. Also, very disorganized

Desired Settlement: I would like the inquiry removed.

Business Response:

Dear Mr. ******:

 

We have reviewed Mr. ******’s concerns and appreciate the opportunity to respond. Our records show Mr. ****** signed the attached Merchant Application & Agreement (the “Agreement”) with Eliot Management Group (“EMG”) on April 28, 2016 and upon doing so, authorized a credit report inquiry (See, Acknowledgements on page 5 of the Agreement).  As such, upon receipt of the signed Agreement, a standard credit inquiry was made.  Nonetheless, at this time we have submitted a request with Experian to have the hard inquiry removed from Mr. ******’s credit; this should be completely removed within 7 business days.  We apologize for any inconvenience caused.

Thank you for your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Kourtney K***

Merchant Relations

4/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After 4 months telling me they’ll give me a full refund this company has not only not given me the full refund but kept charging me and now they’re calling me insulting me. You will be ******* with this companies deceptive and unethical practices. Someone has to stop companies like Eliot Management Group. Willing to participate in a class action suit against them with the many other businesses with same complaint, they've been sued in the past for the same reasons and lost, they should know about it. Ask them about the rep that was scamming Chinese business owners who didn't speak English like me that can't understand English.

Desired Settlement: For them to refund every single penny they stole from the church funds & stop being contacted by them. -*.*.

Business Response:

Dear Mr. ******:

We are in receipt of Mr. *****'s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

In December 2015, Mr. ***** entered into a three (3) year Agreement with Eliot Management Group (“EMG”) for credit card processing services. By signing the Agreement Mr. ***** acknowledged to have received, read and agreed to be bound by the Agreement and the Terms & Conditions. Paragraph 23 of the Terms & Conditions contains the requirements to close the merchants processing account; it covers in detail that a merchant must provide written notification at least 30, but more than 90 days before the end of an applicable term to avoid an Early Termination Fee of no less than $495.00. Furthermore, all fees are clearly disclosed in paragraph 27 of the Terms & Conditions.

On December 4, 2015 Mr. *****’s account became active with EMG. Our records indicate that Mr. ***** has used and received benefit of the processing account to process over $******** in credit card transactions.  On February 19, 2016 Mr. ***** contacted us with questions about rates and fees on his account. A rate review was offered however, we received no response from the merchant.  On April 6, 2016 after an attempt was made to collect contractual fees was rejected the account was closed and automatically placed into collections.    

The amount currently owed by Mr. ***** is $****** ($***** monthly fee, $***** PCI fee, $****** Early Termination Fee $****** collection fee). To make payment arrangements Mr. ***** will need to contact Scott M******* at ###-###-####.

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Kourtney K***

Merchant Relations 

4/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was signed up on a plan that was not suppose to start until I gave Terrence the go ahead. He started it immediately and I have been in contact since November disputing these charges and am not getting any results. Terrence knows what he did and he is avoiding me. I have left several messages with him as well as Rick. I have countless text messages stating these problems and being assured they are being taking care of. Month after month I continued getting hit with these charges that I was told, were being handled. Now, 5 months later, I have incurred over $600 in fees from this company and the only way to get it back is for them to admit their wrong-doing and submit credits to the main financing company. I have since been in contact with the finance company and have cancelled my accounts so no further charges should appear. This is something that I was told was happening months ago and did not. I am a very small business and $600 is a ton of money to me. I truly wish someone would step up and admit they wronged me.

Desired Settlement: I want all my fees reimbursed to me that have been drafted from my account as well as overdraft fees and PCI fees. None of these charges were authorized to be drafted until I gave the go ahead, which I never did.

Business Response:

Dear Mr. ******:

We are in receipt of Ms. *********‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) for each processing location and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review.

Ms. ********* executed two (2) Agreements with Eliot Management Group (“EMG”) for credit card processing services in November 2015, and signed documentation agreeing to have received, read, and be bound by the Terms & Conditions (See, pages 5 and 6 of the Agreements). By signing the Agreements, Ms. ********* acknowledged that no verbal agreements had been made, and that she had relied solely on the Agreements and the Terms & Conditions (See, page 6 of the Agreements).

Per the signed Agreements, Ms. *********’s accounts became active on November 12th, 2015 and December 2nd, 2015, respectively, and have been used to process over $*** in transactions. Our record indicates that in March 2015, Ms. ********* inquired about fees that had been assessed; Ms. ********* was advised that monthly charges had been assessed in accordance with the Agreements. We show that as a gesture of good faith, Ms. ********* was refunded for monthly fees assessed in November 2015 and January 2016, as no transactions were processed in those months. In February 2016, Ms. ********* submitted a closing letter, and the accounts were closed without penalty on February 22nd, 2016 and March 16th, 2016, respectively.

As a gesture of good faith, and in an effort to resolve this matter, we will agree to refund Ms. ********* in the amount of $****** for PCI fees and month end fees assessed in December 2015 and January 2016. We ask that Ms. ********* please allow 2 to 3 business days for the refund to be processed.

We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Frankie M*****

Merchant Relations

Consumer Response: The resolution was denied because I am out $458.66, not the amount to decided to pay me. I was told in person by Terrence that this contract would not start until I gave the go ahead. I never did. The charges that were processed were done on the mobile app which I was told by Rick that they did not have anything to do with each other. I have over 30 text messages back and forth from Rick stating all of this. He assured me Terry was working on the credits over and over again. I had no reason to think they would not follow through. I also signed a cancellation letter on 01/19 requesting to cancel it since I was not going to have time to get involved with the POS side. Rick faxed this to me and I signed immediately and sent back. I was told time after time that Terrence was working on my refunds. I feel so used by these 2 guys. They took advantage of my small business and made promises that they couldn't deliver. They know what they did and they are going to have to deal with me at some point. I, to this day, have called the local EMG office to speak to Terry and he never returns my calls. I even spoke to another lady the other day and she assured me she would handle this and get back to me the next day, still nothing and that was days ago. I will not resolve this complaint unless I get a full credit in the amount of $458.66. I am attaching the cancellation form signed by me and faxed to Rick on 01/25 but I have plenty of text messages that prove I never asked for this and where I was told they were issuing credit that never came. If copies of those are needed, I can comply. Thank you!

Business Response:

Dear Mr. ******:

We have received Ms. *********’s additional correspondence. The previously sited Agreement signed by Ms. ********* states that no verbal agreements had been made, and she would rely solely on the Agreement, and the Terms & Conditions. Paragraph 23 of the Terms & Conditions contains clear language stating that the Agreement commenced with Bank Acceptance.  

Our records indicate Ms. ********* did process and receive benefit from the account, was educated on PCI compliance, and all fees were disclosed nonetheless; she has been refunded over $****** in fees. Please note that we cannot refund Ms. ********* NSF fees and, at this time we feel no further refunds are due. 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Kourtney K*** 
Merchant Relations

Consumer Response: All of these responses keep saying the same thing about be signing the agreement. I understand I signed that agreement but the 2 gentlemen sitting across from me, gave me their word that it would not start until I gave them the go ahead which I also told them would be a couple of months since my husband was about to go in for back surgery in a couple of days. I took their word at face value. The 2nd portion you keep saying is that I ran transactions on the account, this was for the swiper account which I was also told by Rick that it was 2 separate accounts that had nothing to do with each other. The Online account was never used and that is also the one that keeps charging me PCI fees. I NEVER ran one single transaction through this account. Again, 2 of the representatives from Eliot Management Group out of Charlotte made a promise to me that they did not keep. They know this to be true, because neither one of them have never returned my calls before this went to the BBB. I have countless text messages between Rick and I that state cancellation requests, state that they are working on my refunds, state that the swiped account is separate from the MOTO account, state that the account was not supposed to be started yet. Should I attach these to the next offer I decline? These 2 gentlemen misrepresented themselves about your company and it's procedure's to me and they know it. Why has no one mentioned them through all of this? Why has no one asked them what they promised me? I was lied to, promised things that apparently they can't promise and feel that they did not follow through when I made inquiries about the fees being charged to me. I trusted that they were working on getting me credits, cancelling the account when I found out it was active and going to make this all OK with me and my bank account. A verbal agreement is just that, verbal. Why would I write it on an agreement? Please advise which supporting documents you may need to settle this once and for all because I have them all!

Business Response:

Dear Mr. ******:

At this time we stand by our previous responses. As previously stated, the merchant’s two accounts became active in December 2015 and we show the merchant immediately began processing transactions on the retail account. Again, all charges on the online account have been refunded in an effort to resolve the merchant’s concerns. Additionally, month end fees of $***** for March 2016 charged on the retail account were refunded as a gesture of good faith. Both accounts have been closed without penalty.  We believe EMG has made every reasonable effort to resolve the merchant’s concerns.  As the merchant used the retail account to process transactions, all remaining charges are valid per the signed Agreement and no further refunds will be issued.

At this time we feel that we have done everything in our power to reach an amicable resolution with Ms. *********, and at this time no further refunds will be given.

Kourtney K***

Merchant relations 

4/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Upon purchase of my business the Eliot Management group requested that the former owner and myself meet at the location the day prior to the ownership transfer. The representative from Eliot Management showed up at 4:45 and pressured us to sign quickly so that he could get back to the office by 5pm to get it entered in time for the following days business. The representative indicated that he would send copies over of the paperwork. It took over 90 days to receive this paperwork. The representative indicated the pricing to be $15 minimum charge, however they have charged my account $56 per month. Each time that I try to get answers from this company I'm given the round around. Stating that I'm in a 3 year contract, which I was unaware of, again because the representative didn't give proper information and gave the impression that I'd be unable to collect any money from my website if I didn't sign immediately.

Desired Settlement: I want to be let out of the contract for no fees and a full refund of all fees collected at the time of resolution. Further research into this company shows that this is a consistent practice of theirs to pressure people into signing something that has not been properly disclosed.

Business Response:

Dear Mr. ******:

We are in receipt of Mr. *******‘s complaint. In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

Mr. ******* executed an Agreement with Eliot Management Group (Eliot) for credit card processing services on January 11th, 2016, and signed documentation agreeing to have received, read, and be bound by the Agreement and the Terms & Conditions (See, page 5 of the Agreement). The Agreement clearly states it is for a three (3) year term unless terminated by the merchant in writing no less than thirty (30), but no more than ninety (90), days prior to the end of the applicable term; termination outside these guidelines is subject to an early termination fee of no less than $495 (See, ¶23 of the Terms & Conditions). Further, the applicable rates and fees are clearly disclosed on page 2 of the Agreement and in ¶27 of the Terms & Conditions.

Per the signed Agreement, Mr. *******’s account became active on January 12th, 2016. Thereafter, the account was used to process transactions totaling over $***. We show that on April 21st, 2016, Mr. ******* called in to inquire about charges. At that time, Mr. ******* was advised that fees had been assessed in accordance with the Agreement.

At this time, we will stand by the Agreement. Should Mr. ******* choose to close the account prior to fulfilling the three (3) year Agreement, the contractual early termination fee will be assessed. Further, no refunds are due, as the fees assessed were done so in accordance with the Agreement.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Frankie M*****

Merchant Relations

Consumer Response:
Complaint: ********

I am rejecting this response because:

I was not properly explained the Eliot Mgmt Merchant Agreement. I was told my Sales Rep Shane F****** at 4:45 pm that he needed to be back to office before 5 pm to process paperwork or my on line payment accepting would go down. So prior owner and myself signed where he told us to. Yes I agree I should have told Shane F****** this was not acceptable and I needed someone to explain Merchant Agreement before i signed. But since I have used other Merchants before for Credit Cards, I was use to 2%-3.5% charge per transaction. Not $56 and change per month. Eliot Mgmt response states they enclosed the Merchant Agreement and Application I signed . I do not see there enclosure, maybe its here and I do not see. However I do have mine that was mailed to me on March 4th 2016(per stamp from Post Office). This was 56 days after I signed Agreement. I called and asked numerous time to get a copy with no success. Finally got someone to send me copy.

My copy's have severe problems--
1-Horrible hand writing that is very tough to read any pages. 
2-Inaccurate information--hours of operation.
3-No signature from EMG Rep. States Rep is Eric A******. Never talk to or met this person. I have called this person 5 times with no response back 
4-No Business name in section. Just my Corp name
5-Lots of cross outs on items with no explanation

So I have a big problem with Eloit Mgmt response to the CLEARLY. This contract and salesperson explanation was the opposite of CLEARLY. 

Yes I agree i have used this merchant account for $*** in 4 months. But after May 1st Auto pay coming I have paid $56+ a month for 4 month totaling over $224.  This emphasis my complaint--if I would have been explained the $56+ per month with my limited sales via on line I would not have signed anything and considered other options. I am sure the salesperson knew this and that is why he should up at 4:45 pm and told me he had to be to office by 5 pm to ensure my website did not get any interruptions. I am sure this why it took almost 2 months to get paper work sent to me. 

No one would have signed up for a $56+ month merchant account that does $0 to $50 a month in online sales. 

I request to be let out of this contract today and refund all payments made to Eloit($56 a month and a PCI Fee of $19.95)

Sincerely,

**** *******

Business Response:

Dear Mr. ******:

We are in receipt of Mr. *******‘s additional correspondence. In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

We show that the previous owner of the processing account transferred the account to Mr. ******* in lieu of paying the early termination fee. Unless Mr. ******* can offer a new owner to maintain the account, the contractual early termination fee will stand, should Mr. ******* choose to close the processing account prior to the contractual term end date. At this time, no refunds are due.

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Frankie M*****

Merchant Relations

Consumer Response:


Complaint: ********

I am rejecting this response because:

No one told me or explained to me or had me sign(that I can see) that prior owner transferred there merchant account to me. Again if I was told this I would not have signed. IF THIS ACCOUNT WAS TRANSFERED to me why is contract for 3 years. How long had prior owners been with Eliot Mgt? They told me there contract was expiring in 2016. If I took over there contract than I should be assume there expiring contract date as well. And I see the Merchant Account attachment---Can everyone agree that the sloppy handwritten and missing info and signatures make this agreement very tough to understand??

I request to be let out of contract and refund of my fee's paid. I was told after I did the PCI Compliance I would be refunded the $19.95. I did PCI Compliance and have not even seen this refund.

I am very confident that if individuals at Eloit Mgt were treated like this in there business or personal dealing they would be in same boat as me. My compliant is I was not properly informed of Eloit Mgmt services, cost, and what it can do for me. The follow up since Jan has been just as bad.

Sincerely,

**** *******

4/22/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: A rep name Diana J****** came to the store and talked me into change my credit card merchant and promised better rate then my current one. it sounded good so i agreeed to switch but didnt have my federal tax id with me so I asked her to hold of until I talk to my CPA. Later in the same day, i called back and told her to cancel it because my cpa said its not a good time to change. but diana told me she already sent it in with out the tax id and using my social number instead. she promised to take care of it and and refund me all the charges. after 4 months of keeping calling her and with the same promise she will take care of it and refund everything, they still charging my account even nothing is set up and the equipment was sent back to them with tracking and signature they recieved it. Now Diana is not answering my call and they are still charging.

Desired Settlement: refund all the charges and stop charging my account for product and services that has never been set up

Business Response:

Dear ******:

We are in receipt of Mr. ***s complaint. Please be advised that we have made several attempts to contact Mr. ** regarding his concerns, and have received no response.  At this time we ask that Mr. ** contact Amber Person at ###-###-#### for further assistance resolving this issue.

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Kourtney K***

Merchant Relations

4/15/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When I was approached by the salesperson from Eliot Group I agreed to try their services for one month to see how they compared with the company we were already using. The salesman came in with a stack of paperwork and when I asked why there was so much when I just wanted to trial their business, I was told that I needed to sign the paperwork to guarantee the the money would be deposited into my bank account. At the end of the trial period I contacted the salesman and let him know that I did not want to continue doing business with their company. I didn't get a return call so we contacted the account manager at the Kansas City, MO office and again couldn't get through to anyone and there were no return calls. Finally, my husband did receive a call from Shawn H******, account manager, only to find out that the paperwork we actually signed was not for a trial period but a two year contract. He told us that if we sent him a screen shot of our bank account showing the charges he would stop them and we would begin the process of reimbursement for the charges I didn't agree to pay. Neither of those things happened as we felt they had no right to see a screen shot of our account and still our account is still being charged a monthly fee and non-compliance fee. And, AGAIN, we can't get a through to anyone at their office and we haven't gotten a return call from our voicemails

Desired Settlement: We do not want any kind of business dealings with this company and we want a stop to the charges and a refund of the monthly charges they unscrupulously have taken from us.

Business Response:

Dear Mr. ******:

We are in receipt of Ms. *******‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

Ms. ******* executed a month-to-month Agreement with Eliot Management Group (“EMG”) for credit card processing services on March 25th, 2015 and acknowledged to have received, read and be bound by the Agreement and the Terms & Conditions (See, page 4 and 5 of the Agreement).

Per the signed Agreement, Ms. *******’s month-to-month processing account became active on March 26th, 2015, and has been used to process over $*****. Our records indicate that on April 4th, 2016, **** **** (verified owner) expressed desire to close the account due to the rates and fees. At that time, a rate review was offered, but Mr. **** declined. Mr. **** was advised to submit a signed closing letter; however, no closing letter was received so the account remained active.

After reviewing the account, we conclude that no refunds are due, as the charges assessed were done so in accordance with the Agreement. If Ms. ******* wishes to close the account, we will do so without penalty upon receipt of a signed closing request.

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Frankie M*****

Merchant Relations

4/5/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed a contract with Eliot Management a year ago because they promised to provide chip reading technology in their Oceano Card Reader. The representative David S****** (apparently at the Federal Way office) promised the technology would be available before the deadline of October 2015. In September 2015 I emailed David and told him I'd seen functioning chip tech on an Oceano when we traveled to Oregon. No response until mid November. He advised I could call Customer Service who could "download" the programming. After a couple hours without success I emailed again and he promised to get my reader "swapped out". It never happened - months go by. Mid February this year I contact him again - email- and he promises to come to my store February 26th to upload the programming. NO show/no call. March 3rd he promises again to send a pre-programmed unit that has not yet arrived now some 2 weeks later.

Desired Settlement: I want Eliot Management to release me from the contract I signed since they have failed -repeatedly- to fulfill their requirements.{all commitments and promises made by David S****** are secured in my email.) I want the contract cancelled WITHOUT PREJUDICE. The Eliot Management contract includes a penalty to cancellation of the contract of $495. From what I see on the internet that may not be the only charge they might attempt to levy. Further I want a refund of the purchase price of the Oceano ($361.00) which includes charges for programming that never took place. I have been patient, clearly communicating the issues and I do not want to pay a premium to distance myself from this company. Anyone reviewing this complaint should check out business reviews of ELiot Management online - everything from Class Action to theft and fraud. I want to use this opportunity to protect my business from the Eliot Group.

Business Response:

Dear Mr. ******:

We are in receipt of Ms. ******‘s complaint.  For your review we have attached the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”). 

On April 3, 2015, Ms. ****** entered into the Agreement with Eliot Management Group (“EMG”) for credit card processing services. By signing the Acknowledgments page of the Agreement, Ms. ****** acknowledged to have received, read and agreed to be bound by the Agreement and the Terms & Conditions (see page 3 of the Agreement).  

As a gesture of good faith, and to resolve this matter amicably we will be providing Ms. ****** with an EMV chip compatible terminal. Please be advised that Ms. ****** is still within the initial 3 year term of the Agreement, and any attempts to terminate the Agreement early will result in an Early Termination Fee of $495.00 (see ¶23 of the Terms & Conditions).   

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Kourtney K*** 
Merchant Relations 

Consumer Response:
Complaint: ********

I am rejecting this response because:  On March 18th I was contacted by David S****** Account Manager for Eliot.  I was promised that a pre-programmed card reader would be shipped from wherever their central office is and would arrive in Shelton yesterday.  Further David promised that he would email tracking information that day.  Neither of these fairly simple steps have transpired and we are in the same position we've been in for months.  If the company wants to threaten with a $500 early termination fee......well I can see from their customer service why they would include that in a card reader contract.

Sincerely,

***** ******

Business Response:

Dear ******:

We are in receipt of Ms. ******‘s additional correspondence. Our records indicate the terminal was shipped on 3/21/2016, and delivered on 3/22/2016. 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Kourtney K***
Merchant Relations

Consumer Response:
Complaint: ********

I am rejecting this response because:  Yes.  The cardreader arrived a day later than promised and without any ab ility to track its progress.  I plugged it in just now and ran a chip card test.  I will not know until tomorrow if the entire process to bank was successful.  I will let you know. Thanks

Sincerely,

***** ******

Consumer Response:
Complaint: ********

I am rejecting this response because:  the test EMV purchase I made yesterday and confirmed appropriate processing with Eliot Management customer service.did not show up in my Bof A account today.  Band of America cannot explain that absence.  This is not working.  I need a working card reader. 

Sincerely,

***** ******

Business Response:

Dear Mr. ******:

We are in receipt of Ms. ******’s additional concerns. Our records indicate that upon Ms. ******’s receipt of the EMV compatible terminal, the equipment was set up and a test transaction was successfully processed on the terminal. This transaction was batched on March 24th, therefore the funds should reflect in Ms. ******’s account today.

Kourtney K***

Merchant Relations

Consumer Response:
Complaint: ********

I am rejecting this response because:  I am rejecting the business' response due to the preponderance of substandard customer service.  Indeed I received the card reader and ran a test.  Clearly, they are concerned about the delay in reaching my bank.  The test was run in the morning should have been batched that night and in the bank the next day.  (both were week days)  I am exhausted checking and tracking them for things that should be automatic.   On advice of counsel and concern for my business, I am rejecting this company as have many other businesses in my area.  I will return the recently received card reader.  
Sincerely,

***** ******

3/8/2016 Problems with Product/Service
3/7/2016 Guarantee/Warranty Issues | Complaint Details Unavailable
3/1/2016 Problems with Product/Service
2/26/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: on or about 2.5 years ago i was high pressed sales into getting a merchant account from them after reviewing the contract i wanted to cancel in my 3 day window i spoke with my rep jacob and his manager they said i needed to send a fax in which i did i now i see a 600 dollar collection account on my credit report tried calling numerous times one guy said his name was sunny was rude and laughing said i had to pay the 600 to get it off i find this company to be nasty there sales are high pressure did not state all the fees i just want this off my credit as i was told it would be i never used there service for any merchant servies on my buisness i thought the contract was voided via my fax and my 3 day window to cancel

Desired Settlement: have it off my personal credit report

Business Response:

Dear Mr. ******:

We are in receipt of Mr. ********‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

On January 21, 2014 Mr. ******** signed the Agreement with Eliot Management Group (“EMG”).  By signing the Agreement he acknowledged to have received, read and agreed to be bound by the Agreement, and the Terms & Conditions (See page 3 of the Agreement).  The initial term of the Agreement shall commence upon Bank acceptance, and shall continue in full force for 3 years. Thereafter, the Agreement will automatically renew for additional one year periods unless Merchant gives and Bank receives written notice of non-renewal, no less than 30 but, no more than 90 days prior to the end of the applicable term (See page 4 of the Terms & Conditions).  If the Agreement is terminated by Merchant prior to the end of the term Merchant shall pay on demand an Early Termination Fee of $495.00 (See page 4 of the Terms & Conditions). 

On January 23, 2014 Mr. ********’s account with EMG became effective. On February 21, 2014 Mr. ******** contacted us requesting to close his account.  March 3, 2014 we spoke with Mr. ******** advising him that we would close his account with no fee upon receipt of a closing letter. On March 6, 2014 the account was closed due to ACH rejects, and was automatically placed in collections. Our records show that the amount currently owed on the account is $600.00 ($495.00 Early Termination Fee, $80.00 Statement Fee, and $25.00 Collection Fee).   

As a gesture of good faith and to resolve this matter amicably we will waive all applicable fees upon receipt of a signed closing letter from Mr. ********, and consider the matter closed.  Please have him fax his letter to ************ before the close of business on February 24, 2016.  Please note we are removing any negative marks placed on Mr. ********’s account from his credit report. 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Kourtney K***
Merchant Relations

2/11/2016 Billing/Collection Issues
2/8/2016 Advertising/Sales Issues
1/27/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This complaint is in regards to my credit card machine & a transaction dispute: I've been having ongoing problems with my credit card machine/service and have contacted Customer Service numerous times in which I just get brushed off. In my line of business, I own a gun shop in Tucson, AZ and I travel out of state to Gun Shows and need to use my credit card machine. The last few shows, most recently last month in Phoenix, I could not use the machine inside of the building and had to GO OUTSIDE to run the transactions. I contacted Customer Service and they told me for $171.00 I could send them the machine and they would look at it! Why should I PAY to have a machine that Eliot Management Group said that I had to upgrade to and have had nothing but issues with, to have them "look at it?" The problems aren't just when I'm at shows, it acts up in my place of business as well and has gone down, which costs me money!! Again, I call Support and no one wants to take the time resolve or look into the issue! Now there's the matter of a $145.00 transaction. My daughter ran an American Express card, which I do not accept, and it was "APPROVED!!" Eliot Management Group ended up taking that money out of my account and told me that I can't take American Express, which in turn told them I know that, so, why did the card get approved???? They are refusing to refund the $145.00 back to me even though the error was on THEIR END! The whole matter of trying to deal with them and to get some help has become extremely time consuming and frustrating. I regret ever signing a contract with this company, but I refuse to pay them $600.00 to break it!!

Desired Settlement: I would like my $145.00 deposited back into my account, have a credit card machine that works ALL of the time, instead of losing me money and it would be great to end the contract early w/out financial penalties.

Business Response:

Dear Mr. ******:

We have reviewed Mr. *******’s concerns regarding his processing account with Eliot Management Group (“EMG”).  In November 2014 Mr. ******* opted to lease an Oceano Mobile terminal through a third party entity and at that time he also signed an Equipment Set Up Form acknowledging that EMG is not liable for and makes no representations with regard to the equipment; a copy of this form is enclosed for review.  Our records show that Mr. ******* has used the mobile equipment to process several thousand dollars in transactions since November 2014 and his recent issues appear to be the result of the merchant’s premises, not an issue resulting from EMG’s actions.  Nonetheless, in an effort to satisfy this complaint, we will offer an equipment swap at no charge.  Mr. ******* may contact our Customer Service department if he would like to accept this offer.

Additionally, we show that in October 2015, Mr. ******* processed an American Express transaction in the amount of $145.  Mr. ******* was paid for the transaction at that time; however, in November 2015 the cardholder exercised their chargeback rights and upon review, the funds were returned to the cardholder.  This was done in accordance with ¶14 of the Merchant Processing Terms & Conditions (the “Terms & Conditions”), therefore no refunds are due.  A copy of Mr. *******’s Merchant Application & Agreement (the “Agreement”) and Terms & Conditions are enclosed for review.  We wish to note that on July 29, 2015, Mr. ******* was mailed correspondence notifying of the ability to accept American Express Cards through the OptBlue program.  This letter also provided instruction on how to opt out of the program; however, we did not receive an opt-out request from Mr. *******.  Should Mr. ******* wish to close his processing account, he must do so in accordance with ¶23 of the Terms & Conditions.

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Blanca V****

Merchant Relations Coordinator

1/26/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was approached by Nick G*** (District Sales Manager) and a new sales rep named Ellen. They asked me to send a cc statement from my old AppStar merchant service. They said that they would be able to beat those prices and save me monies. They talked us into their Eliot management merchant service company, stating that he personally would pay the early closing fees of AppStar as soon as AppStar took this monies out of my checking account he would deposit a check from him personally so that my business wouldn't be out that monies. I was to write him a check as soon as Eliot paid this into my checking. Well it has not happened. Nick G*** infact tried to get me to lie to AppStar and put his cell phone into my face in front of a customer stating that" he was my Grandson and that we ****** ** **** ******" was closing up and wouldn't need their (AppStar's ) service anymore. He kept pushing the phone towards my face asking me to lie to them in front of my customer. I had to explain to my customer that "no we weren't closing shop, she didn't take this to well. On the 6th Of December AppStarr took the monies out of my checking, this because it was ******' closed days I didn't email Nick until the 12th of December. I also called that day to make sure he received my email with my bank statements as attachments, he answered but rudely answered "I'm too busy to talk " and I said this was ****** ******** and he said I'm too busy and hung up. I waited a few days for him to get back to me when he didn't I emailed again the bank statement after talking to him through email he said he never got my email the first time, so he says, but my 2nd email went to the same email as the first one. He did get it and stated that "HE COULD NOT PAY ME MY $895.00 AS HE DID NOT HAVE ANY MONEY TO DO SO, SO I'D HAVE TO WAIT FOR ELIOT TO PAY ME" And so far nothing no money they told me the week of the 6th of January and still no monies. Also I've been getting charged for the leasing equipment more that what is on my contract. My rep won't even answer my phone calls I was so upset because he outright lied to me and my partner to get my account. I will send you his emails if I can attach them someway. Nothing has gone smoothly since this happened back in November. I am so taken back by this man's business ethics, in all of the eight + years we have been in business I've never been treated so badly or actually been lied to to my face to get my business. I do not want their business and I want this man Nick G*** to pay my fees of $895.00 (this fee that he promised to pay the day AppStar took them out of my checking) and all the extra fees they have charged me for that was not in the contract.

Desired Settlement: To instantly pay the $895.00 fees that Nick G*** promised to pay and to refund all the extra fees that they have taken from my checking account from the leasing agreements from the cc machines. of $25.64 of extra charges for what I don't know.

Business Response:

Dear Mr. ******:

We appreciate the opportunity to address Ms. ********'s complaint.  EMG has been in direct contact with Ms. ******** regarding her concerns and refunded $895 on January 13, 2016.  Additionally, a rate review was processed on Ms. ********'s account, thereby lowering her processing rates.  At this time we believe this matter resolved.

Thank you for your attention to this matter.  As always, please do not hesitate to contact us if you need any additional information.

Blanca V****

Merchant Relations Coordinator

Consumer Response:
Complaint: ********

I am rejecting this response because: Nick G*** told us the cost of our equipment lease was close to the real cost of the equipment, so, we asked if we could save money and buy it online, but he said they were over $2400 to purchase, (which was a complete lie) with further investigation, this same product can be purchased for under $500, not the $2400 he said they cost.  So, now we are stuck in a contract having to pay $2783 with interest.  We know that this is a contract, but feel we were conned into something for their profit. We were also charged a fee for not having insurance on said product, yet we did, and were not reimbursed the $10 for the month of December, that Nick said it was taken care of and didn't need to worry about it.  Over and over Nick lied to us, and we fear this is regular practice to get clients, if we drop the complaint, we feel it will happen again and again to other trusting business owners as it happened to us.  We feel we need to be compensated for the cost to lease this equipment. We feel $500.00 for lying to us about the cost of the equipment. If we would have bought the equipment on line then we would of saved over $2000.00 Again Nick lied to us making this lease another of his long list of lies he told us to get our business. We do have witnesses to his lies, so to compensate us for some of the cost of the lease we are asking for $500.00 well we could ask for more but feel this will do.

Sincerely,

****** ********

***** *********

Business Response:

Dear Mr. ******:

We have reviewed Ms. ********’s additional correspondence.  Upon our receipt of Ms. ********’s original complaint, EMG reached out and spoke with Ms. ******** via phone to resolve her concerns.  At that time, EMG agreed to credit Ms. ******** in the amount of $895 as she requested, as well as issue lower rates on the account and waive the standard contract extension associated with the rate review as a motion of good faith.  We would like to clarify that EMG is not a party to the lease Ms. ******** executed with ***** ******* ***** (“***”) and therefore EMG will issue no credits towards the lease.  Should Ms. ******** have any questions or concerns regarding the lease term or lease payments she must contact *** directly.

Thank you for your attention to this matter.

Sincerely,

Blanca V****

Merchant Relations Coordinator

Consumer Response:
Complaint: ********

I am rejecting this response because: I'm not asking the leasing company to refund anything as I know they have a non cancellation policy, If you reread our last rejection you will see that it was again against Nick G*** from Eliot Management Co. and his ethics. Nick G*** repeatedly lied to us to get our account, we wanted to purchase our equipment and asked to do so, but he told us that the equipment would cost us OVER $2000.00 to purchase, we believed him, but again he lied as we could of bought this equipment for around $450.00 so WHY the $2700.00 it's going to cost us now because Nick said it would be cheaper to lease it. But we know better don't we????? We were asking for $500.00 in compensation from Eliot and or Nick G***, because AGAIN NICK G*** LIED TO US ABOUT BUYING THE EQUIPMENT. So we do not feel this complaint is resolved.

Sincerely,

****** ********

1/14/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My business location is in Phoenix, AZ – and the name of my company is ********** ******. In late November 2015 a representative named Victor L*** approached my business, telling me for a fact that my current credit card processor is charging me astronomical fees as they are not a direct processor. He proceeded to communicate how his company can look over a processing statement to show what they were overcharging every month and by switching to them we would save X amount of dollars guaranteed, and that he was offering me a risk free service by giving me a 30-day trial – to see the savings for myself. I thought “Well, if it’s going to save me money, why not try the trial”. Well – I cannot express how much of a mistake that decision was – Unbeknownst to me – I noticed a charge on my bank account for $379.05. Now… after that incident I was ready to leave after a few days…. I called Eliot Management to cancel my “trial” as that itself left a bad taste in my mouth. I phoned the company to straighten out this issue first on November 26th and was told the money that was withdrawn will be credited back to my account. I phoned again on November 30th and December 1st being told that it takes 24-48 hours to return funds. I have been told that I would be refunded and still no refund. A week later I have received a package that contained a credit card machine from them that I have not even opened. I called them and told them I did not want it. They continue to charge my account after cancelling and returning the terminal that were never used. Eliot Management Group and affiliate First Advantage have wrongfully taken $510.72 which its going on a month waiting for a refund. Even though they didn’t hold up their end of their contract they still want to charge an outrageous cancellation fee. It is my opinion that their sales tactics are deceptive in that they said they would be offering me a risk free service by giving me a 30-day trial.

Desired Settlement: Refund

Business Response:

Dear Mr. ******:

We are in receipt of Ms. ********’s complaint and have reviewed the matter in detail.  Our records show Ms. ******** signed a Merchant Application & Agreement (the “Agreement”) with Eliot Management Group (“EMG”) in November 2015 and at the time, she acknowledged to have received, read and agreed to be bound by the Agreement and the Merchant Processing Terms & Conditions (the “Terms & Conditions”).  As such, Ms. ********’s processing account was set up in accordance with the terms disclosed in the Agreement and was charged accordingly.  Nonetheless, we wish to resolve this matter, and therefore have closed Ms. ********’s account without penalty, effective January 12, 2016.  Additionally, we are refunding the fees charged to Ms. ********’s account for a total refund of $489.92 ($379.05 equipment purchase fees, $55.91 November fees, $54.96 December fees).

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Blanca V****

Merchant Relations Coordinator

Consumer Response:


Complaint: ********

I am rejecting this response because: They continue to charge my account after cancelling and returning the terminal that was never used. I am asking to recover the total amount listed below:

$379.05 equipment purchase fees, $55.91 fees, $20.80 fees (First Advantage Statement), $54.96 fees, $12.95 fees (First Advantage Statement).

Total refund of $523.67

Sincerely,

********* ********

Business Response:

Dear Mr. ******:

We have reviewed Ms. ********’s additional correspondence.  Please be advised that our records do not show additional charges to Ms. ********’s account since our receipt of this complaint.  At this time we have submitted an additional refund for the two gift card services charges of $20.80 and $12.95 and Ms. ******** should expect the funds in her account within the follow 2 to 5 business days.

We appreciate the opportunity to resolve this matter.

Sincerely,

Blanca V****

Merchant Relations Coordinator

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* ********

1/7/2016 Problems with Product/Service
12/22/2015 Billing/Collection Issues
12/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Mis-representation of the contract, which was to be no contract.I was informed by Vitya that there is no contract and it is a month to month service of a merchant service credit card processing machine. She was filling out the form and talking with me about family things and not about the forms or that it is a two party non cancel-able contract. At the end she had me sign and did not allow me to view the forms. When I got the forms home it was a non cancelable lease for 48 months with the Leasing Group out of Chicago and 36 months with Eliot in Ft.Worth TX. I had no idea it was 2 companies. I filled misrepresentation and fraud paper work. This was the sneakiest trick and utterly wrong. I can no longercontact the sales rep she quit and moved to CA. The rep here in AZ does not return calls. Corporate in TX said I owe them money to cancel. Not to mention Chicago has had this issues going on since October to find resolution to this lie imposed on me.

Desired Settlement: Cancel the contract and both parties go their separate ways

Business Response:

Dear Mr. ****** :

We are in receipt of Ms. ****‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. We have also included a courtesy copy of Ms. ****’s Lease with Lease Finance Group (“LFG”).

On October 7, 2015 Ms. **** signed an Agreement for credit card processing services with Eliot Management Group (“EMG”).  By signing this Agreement Ms. **** acknowledges that she has received, read and be bound by the Agreement and the Terms & Conditions (See page 6 of the Agreement).  The Agreement states that no verbal agreements have been made and that the Merchant will rely solely on the Agreement and Terms & Conditions (See page 6 of the Agreement).  The initial term of the Agreement will be for three years after Bank’s acceptance.  If the Agreement is terminated before the end of the term the Merchant shall pay on demand an Early Termination Fee of no less than $495.00.
  
On October 9, 2015 Ms. ****’s account became active with EMG. Our records also indicate that Ms. **** obtained a Lease for processing equipment with LFG. On November 20, 2015 Ms. **** contacted EMG with questions on how to close her account.  We provided the merchant with closing instructions, and advised of the Early Termination Fee. Our records show Ms. ****’s account with EMG has closed due to ACH rejects and was automatically placed for collections.  However as a gesture of good faith we will waive any owed fees and close the account in good standing. 

We also show Ms. ****’s Lease with LFG has closed. Please be advised that  any concerns or questions regarding the Lease must be sent to them directly. 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Kourtney K***
Merchant Relations Specialist 

Consumer Response:
Complaint: ********

I am rejecting this response because:


The sales woman Vitya phone number ###-###-####, told me this was a month to month service and I could cancel any time. 

She was shuffling paper. I felt I should be recording the conversation which I have never had that feeling in my life. The grocery store ***** has recordings of their store and I will be speaking to them tomorrow as getting that data to prove what occurred. 

It ended up being 2 companies 2 separate contracts and none of this information was disclosed. I have sent in misrepresentation paper work to Leasing Company in Chicago IL. 
As you can see the copy that was sent to me is filled out, yet the copy I physically have is blank. The area circled clearly states that all blank terms on page were filled in.
They were not. 

This is an unethical moral-less business practice.  Their company may have rules but they were broken and not followed. 

Shame on this company for having unethical sales people. 

 

Sincerely,

****** ****

Business Response:

Dear Mr. ******:

We are in receipt of Ms. ****‘s response. Thank you for the opportunity to respond to her concern.

As previously stated Ms. ****’s account with EMG has been closed and she is in good standing with no fees owed.  We also show that her Lease agreement with LFG has closed as well.   Please note that LFG is a separate company from EMG.   If Ms. **** has any questions or concerns regarding her Lease with LFG she must contact them directly. 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Kourtney K***
Merchant Relations Specialist

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ****

12/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Salesman came to set up swipers to our phones. The swiper did not work on my iPhone 6S plus. (The new one released in 2015). Tech assistance at the company could not get it to work. I signed the contract 11/15 and requested to close on 11/28 and I'm being charged $495.00 for a device that has NEVER worked and they can't get it to work. I've also been billed a month fee for $47.25. $30.00 of that fee is a monthly minimum fee....how can I reach my monthly minimum if it doesn't work?!

Desired Settlement: I want the $495.00 waived and the $47.25 refunded and I want the contract closed ASAP.

Business Response:

Dear Mr. ******:

We are in receipt of Mr. *******‘s complaint.  

After further research it has come to our attention that Mr. *******’s contract was mistakenly set up as a yearly contract and not a month to month Agreement as he had been told.  To resolve this matter in an amicable fashion Eliot Management Group will waive the $495.00 Early Termination Fee and close the account upon receipt of a signed letter requesting closure faxed to my attention at ###-###-####.

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Kourtney K***
Merchant Relations Specialist 

12/11/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called to question fees and was told that all the fees I questioned, we were not being charged for. I referred to my contract, which is a carbon copy form, of the original contract. Salesman said he crossed off all these fees but stated they must have not gone through to my copy. Everything else on the page went through so how did this specific section I'm questioning, not go through? Informed Salesman that I was uncomfortable that his contract showed things that my contract did not and questioned if the contract had been altered after I signed it. Based on what I feel is an altered contract, I requested to close the account and was told I had to pay $495.00 to cancel. We signed on 11/13 and requested to cancel on 11/28. So for 15 days I have to pay $495.00. Then we rec'd our monthly bill (of 15 days) for $50.84, which of course were all the fees he stated we weren't being charged for. He stated we were to pay $4.95 a month. Either the contract was altered and we shouldn't pay any of these fees, or the Salesman is saying things that are untrue, either way I am very uncomfortable with this whole issue.

Desired Settlement: I want the $495.00 waived and the $50.84 refunded and the contract closed out ASAP.

Business Response:

Dear Mr. ******:

We are in receipt of Mr. ******‘s complaint. In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

Mr. ****** executed an Agreement with Eliot Management Group (“EMG”) for credit card processing services on November 13th, 2015, and signed documentation agreeing to have received, read, and be bound by the Agreement and the Terms & Conditions; (See, pages 5 and 6 of the Agreement). The Agreement clearly states it is for a one (1) year term unless terminated by the merchant in writing no less than thirty (30), but no more than ninety (90), days prior to the end of the applicable term; termination outside these guidelines is subject to an early termination fee of no less than $495 (See, page 4 of the Agreement and ¶23 of the Terms & Conditions).

Per the signed Agreement, Mr. ******’s account became active on November 16th, 2015. Our record indicates that on November 30th, 2015, ***** ****** inquired about contractual charges, and she was advised that fees had been assessed in accordance with the Agreement. At that time, Ms. ****** expressed desire to cancel processing services, stating that she had an altered copy of the Agreement. Ms. ****** was asked to send in her copy of the Agreement for review, however she declined. As no written closing request was received, the account remained active and available for processing.

As a gesture of good faith, and in an effort to resolve this matter, we will agree to refund Mr. ****** in the amount of $***** for November month-end fees (we ask that Mr. ****** allow 2 to 5 business days for funds to be processed); however, if Mr. ****** wishes to close the account, the contractual early termination fee will apply.

We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Frankie M*****

Merchant Relations

Consumer Response:
Complaint: ********

I am rejecting this response because:  The contract I signed clearly states Month to Month on the contract.  The customer service representative told me it doesn't matter what's on my carbon copy, the only thing that matters is the one that is turned into the company which had a 1 year term.  She said there was no point in faxing in my copy.  That is CLEARLY an altered contract.  I'm happy to send that to the company.  Please respond where to send.   The salesman stated that we were not to be charged any fees and that his contract had all those fees "marked out"....but we never rec'd a copy of that either.

Sincerely,

******* ******

Business Response:

Dear Mr. ******:

We are in receipt of Mr. ******‘s additional correspondence. After further investigation, we will agree to waive the contractual early termination fee upon receipt of a signed closing letter faxed to my attention at ###-###-####.

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Frankie M*****

Merchant Relations

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******

11/22/2015 Problems with Product/Service | Complaint Details Unavailable
11/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On August 24th, a letter was sent to Eliot Management Group advising that we were canceling our services for 2 accounts as of August 31st. We had been told when we set up the accounts in August 2013 that there were no long term contracts and no cancellation fees. At the beginning of October, both of our accounts were charged cancellation fees, PCI non-compliance fees, and minimum fees for the month of September, all totaling $1141.82. After I questioned the charges, I was provided a refund of $495, which was for 1 accounts cancellation fees. I have provided my PCI compliance certificate and still have questioned the other accounts cancellation fees and the minimum fees for September as it was supposed to terminate as of August 31st. As of today, I received notification that they have declined to refund.

Desired Settlement: I wish to be refunded $646.82, which equates to $495 for the other cancellation fee, $111.92 for minimum fees for September and $39.90 for PCI non-compliance fees.

Business Response:

Dear Mr. ******:


As a gesture of good faith, and to resolve this matter amicably Eliot Management Group will refund the amount requested of $646.82.  We request that the merchant allow 3-5 business days for refund to be received. 


We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.


Sincerely,



Kourtney K*** 

Merchant Relations Specialist

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

11/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have used Eliot since 2003. In 2007 we somehow needed to resign our contract which was updated to have very loose cancellation terms along with an annual renewal without approval for a period of 12 months... so in essence you are in contract forever with a 90 day window to cancel your account, should you choose. The contract also states that in the event of an "Early Cancellation" the fees would be NO LESS than $300... when I tried to cancel our account, I was given an arbitrary number of $495 to cancel. Our contract, again, was signed in 2007. They require numerous points of contact in order to cancel the account and have threatened to debit my bank account for the full fees until it can be resolved. I have a stop in at our bank at this point and am fully prepared to involve our attorneys if this bullying tactic persists. I just want to cancel my account. I have used Eliot since 2003 and every year since I have had nothing but issues with rep turn over and no one to speak to who has any idea of our business. Rates were extremely high and so we switched processors. Eliot has run its course with Cube Services and it's just time to move on. All I wish for is a clean break without account reps arguing with me over Non-Inforcable Contracts.

Desired Settlement: I desire this account be closed IMMEDIATELY without hassle. I don't require any refunds or balances. I only desire to no longer use Eliot Management Group for our credit card processing and to move on. I do not want to have to fight this with attorneys but have no problem should it come to that. I will not be held to a ridiculous contract that has no legality at all.

Business Response:

Dear Ms. ****** :

We are in receipt of Mr. ********’s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

On September 21st, 2007 Mr. ******** signed the Agreement acknowledging to have received, read and be bound by the Agreement and the Terms & Conditions (See, page 4 of the Agreement). The Terms of the Agreement state it will continue in full effect for a term of 3 years from acceptance by Bank and thereafter will automatically renew for additional one-year periods unless terminated according to ¶23 of the Terms & Conditions.  This clause states the merchant must provide notice of non-renewal at least thirty (30) days but no more than ninety (90) days prior to the end of the applicable term and termination outside of these guidelines is subject to an early termination fee.

Mr. ******** has requested to be released from the Agreement without accruing the early termination fees associated with the Terms & Conditions of the Agreement. Our records indicate that Mr. ********’s account has been active with Eliot Management Group ("EMG") since September of 2007 with the last activity being shown as of October 22, 2015.  No closing request was received prior to this month therefore the account last automatically renewed for an additional one-year term in September 2015.  Mr. ******** sent in a closing letter and the account was closed with the contractual early termination fee of $495 on October 22, 2015.  Additionally, Mr. ******** will remain responsible for October processing fees, to be debited at the end of the month.  Please note that we show Mr. ******** recently had a deposit reject as he closed his bank account and if we are unable to collect the contractual fees owed, the account will be placed for collection.  Mr. ******** must contact Customer Service if he would like to arrange a different form of payment.

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

Blanca V****

Merchant Relations Coordinator

Consumer Response:
Complaint: ********

I am rejecting this response because:

Your contract is outside of the law. There is no court in the united states that would allow an ongoing "unending" contract without consent each and every year. We have been with Eliot Management since 2003. Along with the ridiculous time frame of this contract is the ambiguous statement "early termination fees are to be NO LESS than $300..." this is far too loose of a term and will also not hold up in any court of law, being able to throw out arbitrary numbers for closing fees. I will agree to pay $300 to close my account early and not a penny more. $495 to close my account is a made up number with no terms in my contract to back this up. Please feel free to send the closing fees on to your collections department, we will agree to pay $300 to close our account early and will make it entirely clear that we will never work with you or any of your affiliate companies in the future.
Your harassment and lack of attention has made it painfully obvious that your company does what it can to entrap customers into a contract that is not lawful. It has been exceedingly difficult to cancel this account and the public should be made aware of your business practices. This could have been resolved peacefully, yet your service personnel have done nothing but provoke these kinds of responses to your tactics. Not returning messages, sending letters instead of calling or emailing, saying that the "Closing department" isn't taking phone calls right now... arguing with me over the phone... this list goes on and on. You don't like rejection, I get that, but trying to force people to stay with your business with an unlawful agreement will get you put out of business very quickly. There are too many valued competitors in your area of work.
I will also add that the tone of your response to my complaint is EXACTLY why I am choosing this route rather than a decent discussion between managers. The tone of your staff along with yourself is demeaning and rude and I will be very happy when I am no longer in dealing with Eliot Managment.

Sincerely,

**** ********

Business Response:

Dear Mr. ******:
As of October 22, 2015 our records show Mr. ********’s account has been closed with an Early Termination Fee of $495.00 and currently is in good standing with Eliot Management Group. 
We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
Sincerely,
Blanca V****
Merchant Relations Coordinator

11/3/2015 Problems with Product/Service
10/29/2015 Problems with Product/Service
10/8/2015 Problems with Product/Service
10/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unable to reach rep. He's obviously not taking my calls as I have left numerous messages and have spoken directly to the local rep. office. He sold me a credit card machine a year ago to the tune of +300.00 only to be told a year later that the machine is obsolete. I've had 3 acct.s with this company and have been paying fees on all three. All of the acct.'s are on a month to month at my request. When I called to cancel I was told that two of my acct.s are on month to month but the online acct. is on a contract. This is absolutely not what was agreed upon. I also found out that there is absolutely no reason to have a motto acct and a swipe acct other than for fattening the company pocket. Every time there was paper work to be signed my rep. would mess things up and would leave me feeling somehow scammed. I never received the proper paperwork even at my request. I would not recommend this company to any fellow business owners.

Desired Settlement: It would be nice if Randy J***** would contact me regarding my complaints as he is my "Rep"

Business Response:

Dear Ms. ******:

 

We are in receipt of Ms. *******‘s complaint. Since reviewing the issue, we have been in contact with Ms. ******* and feel that this matter has been resolved.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Frankie M*****

Merchant Relations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

9/24/2015 Billing/Collection Issues
9/2/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The company fraudulantly signed our company for 3 years. This was never discussed with the sales person.

Desired Settlement: Our business is closing after one season. We are being charged an early termination fee. When I called to cancel, they told me it is written in a contract that we signed for 3 years. This is incorrect. We want to cancel our contract and not be responsible for an early termination fee.

Business Response:

Dear Ms. G*****:

 

We are in receipt of Ms. S*******‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 


Ms. S******* executed an agreement with Eliot Management Group (“EMG”) for credit card processing services on November 13th, 2014, and signed documentation agreeing to have received, read, and be bound by the Agreement and the Terms & Conditions (See, pages 5 and 6 of the Agreement). The Agreement clearly states it is for a three (3) year term with one (1) year auto-renewals unless terminated by the merchant in writing no less than thirty (30), but no more than ninety (90), days prior to the end of the applicable term; termination outside these guidelines is subject to an early termination fee of no less than $495 (See, ¶23 of the Terms & Conditions). Ms. S******* also executed an Addendum for Seasonal Merchants (“the Addendum”) which states that the account will be automatically activated on October 1st and automatically deactivated on May 31st of each calendar year.  A copy of the Addendum has been enclosed for reference.


Ms. S*******’s account became active on November 14th, 2014. Our record indicates that the account has been used to process transactions totaling over $*******. We show that on August 12th, 2015, Ms. S******* expressed her desire to close the account due to going out of business and at that time she was advised of the account’s term end date of November 14th, 2017. Should Ms. S******* wish to close the account without penalty at the end of the current term, she must submit a signed notice of non-renewal no later than October 14, 2017, but no earlier than August 14, 2017.  Termination of the account at this time will be assessed the $495 early termination fee.

 

We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

 

Frankie M*****

Merchant Relations

8/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The machine they rented to me doesn't work and when I contacted them about this they chose not to do anything about it but reinforce that I have a non-cancellable lease. The machine has not worked for 7 business days, and due to this I have lost quite a few good customers of mine and continue to do so, as I cannot receive credit card payments from these customers.

Desired Settlement: I would like to get out of this contract and settle disputes between this business

Business Response:

Dear Ms. G*****:

 

We are in receipt of Mr. H*****‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review.

 

Mr. H***** executed an agreement with Eliot Management Group (EMG) for credit card processing services on November 21st, 2014, and signed documentation agreeing to have received, read, and be bound by the Agreement and the Terms & Conditions (See, pages 5 and 6 of the Agreement). The Agreement clearly states it is for a three (3) year term with one (1) year auto-renewals unless merchant gives written notice of non-renewal no less than thirty (30) but no more than ninety (90) days prior to the end of the applicable term; termination outside these guidelines is subject to an early termination fee of no less than $495 (See, ¶23 of the Terms & Conditions).

 

Mr. H*****’s account became active on November 24th, 2014. Our record indicates that the account has been used to process transactions for a total of $*********. On July 27th, 2015, Mr. H***** called in and stated that his processing terminal was not functioning properly. Technical Support was offered to resolve the issue, but Mr. H***** declined such assistance and stated that he wanted to close the account. As no written closing request has been received, Mr. H*****’s account currently remains active and available for processing.

 

After reviewing the account, we will stand by the signed Agreement and termination of the account prior to the end of the term is subject to the contractual early termination fee of $495. We would like the opportunity to assist Mr. H***** with his terminal issues and ask that he please contact our Customer Service department at his convenience at **************. 

 

Please be advised that Mr. H***** executed a separate Non-Cancellable Lease (“the Lease”) with Lease Finance Group (“LFG”) for the equipment and he remains bound by that contract. Any concerns regarding the Lease will need to be directed to LFG for response as they are a separate entity. As a courtesy, we have attached a copy of the Lease for further reference.

 

We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Frankie M*****

Merchant Relations

8/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Eliot Management Group about....3-5 days after signing a contract on 7/20/2015 to ask for it to be cancelled. Said phone call resulted in the customer service representative in stating it was done and that everything was canceled. I can't remember the exact day as it was about a month ago. I sometime later called to make sure and left a voice mail with their callback services and never received a call back. Sometime between then and my next call I also received no help. It is now 8/16/15 and I called this morning for a fourth time to receive the nature of said cancellation to be told it was NOT cancelled and I was being charged. As such, I at the time of writing this have called a 5th time and have been on hold for over 40 minutes and am severely disappointed in all aspects of their handling. They've not ONCE handled processing for me. They said they'd ship a machine and didn't (before requesting cancellation), are charging me for fees of services they have not rendered, and likely more. I had them note in their system that I'd be contacting the BBB as they've simply done nothing to rectify the situation. It was promised to me that it was a month to month contract, not 3+ years. There was promised to be no cancellation fee and of course, there was in this.

Desired Settlement: I want my money refunded and the cancellation fee waived. I want the contract voided and their access to my account removed so they can't just take money whenever they'd like. I'd also like an apology given that I've had to call 5 times (and likely more) to have this resolved. I don't care about the 50 dollar processing fee I paid. I just don't want to pay anything else, have whatever other fees charged refunded, and to never be contacted by the Eliot Management Group again.

Business Response:

Dear Ms. G*****:

 

We are in receipt of Mr. W***’s complaint and have reviewed his account with Eliot Management Group (“EMG”).  Our records show Mr. W***’s account has been terminated without penalty, effective August 17, 2015, at his written request.  In addition, we show Mr. W*** was refunded $37.96 on August 7th and at this time we have placed a hold on Mr. W***’s account to ensure his bank account is not charged further fees.  At this time we consider this matter closed.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Jackson W***

8/8/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently was told that my credit card equipment was going to be outdated so that I had to change, which also led to a rate review, new contract, etc... I have spent hours on email and phone with the account manager, Shelly R*** and she has misrepresented terms to me and further, led me into terms that she was unable to follow through with which when pointed out to her made her become belligerent and go back on her word. Shelly has told me that she does not have a supervisor that I can call the District Sales Manager, Shannon L***** and I have left her a message with no return call. She also told me that she was unable to tell me any other info on my account that I would need to contact customer service.

Desired Settlement: I wish to receive a refund of the charges that I have incurred out of pocket to try this new contract and I wist to be completely done with Eliot all together. As I am not even sure where I am with them right now. I would like someone with the company (higher up that can actually answer some questions) to complete these tasks.

Business Response:

Dear Ms. G*****:

 

We are in receipt of Ms. C*****‘s complaint.  In response thereto we have enclosed the two (2) Merchant Application & Agreements (“the Agreements”) signed by Ms. C***** and their corresponding Merchant Processing Terms & Conditions (“the Terms & Conditions”).

 

Ms. C***** executed the first Agreement with Eliot Management Group (“EMG”) for credit card processing services on March 10th, 2010, and signed documentation agreeing to have received, read, and be bound by the Agreement and the Terms & Conditions (See, pages 4 and 5 of the Agreement). The Agreement clearly states it is for a three (3) year term with one (1) year auto-renewals unless terminated by the merchant in line with the Terms & Conditions; termination outside of these provisions is subject to an early termination fee of no less than $495 (See, ¶23 of the Terms & Conditions). In accordance with this signed Agreement, a processing account was set up and became active on March 11th, 2010 and we show the merchant has used the account to process over $******* as recently as July 29th, 2015.

 

Our records show that in response to a request from the merchant, an additional Agreement was executed by Ms. C***** for an online processing account on July 13th, 2015 and this account became active on July 14th, 2015. Thereafter, efforts began to set up the online processing software; however, upon experiencing setbacks during this process, Ms. C***** expressed her desire to close the account. In response to this request, this account was closed on July 28th, 2015 and in good faith, EMG waived the early termination fee as the merchant was still actively processing on her primary account. In addition, in an effort to resolve this matter, Ms. C***** was refunded the $99 equipment setup fee on July 30th, 2015.

 

At this time, Ms. C*****’s primary account remains active and she will remain bound by the Terms of that Agreement. The current contract expiration date is March 11th, 2016. Should Ms. C***** wish to close her account, she must do so in accordance with ¶23 of the Terms & Conditions.

 

We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Frankie M*****

Merchant Relations

8/5/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Point of Sale solution from this company, not only is the product not installed and has NEVER worked. I purchased this POS solution on April 28th. Not only is the product not been installed and non operational but I can not receive any return calls and emails from the District Sales Manage, Colston R*******. He sent an inexperience sales rep named Robert T***** to try to resolve the issues. Robert came out about 3 to 4 times trying to resolve the issues but was never successful. Within in two day of signing they deducted $ 376.35 from my business bank account. When I inquired about this, I was told this was an one time deductible which was never communicated to me. Since then they have taken an additional $ 354.82. I have requested that my financial institute no longer allow the monthly payments of $ 177.41 to be deducted.

Desired Settlement: My desired outcome to have this contract made null and void . stop being harassed by the collection agency that has been hired. This company has the following company, Lease Finance Group LLC calling me on my business as well as my cell phone threatening legal action. And I would like on record that Eliot Management has questionable business practices and in my humble opinion, defraud their clients/customers and no integrity in their daily business practices.

Business Response:

Dear Ms. G*****:

We are in receipt of Ms. F****‘s complaint.  In response thereto we have enclosed the Merchant Application & Agreement (“the Agreement”) and the Merchant Processing Terms & Conditions (“the Terms & Conditions”) for your review. 

Ms. F**** executed an agreement with Eliot Management Group (“EMG”) for credit card processing services on April 28th, 2015, and signed documentation agreeing to have received, read, and be bound by the Agreement and the Terms & Conditions (See, pages 5 and 6 of the Agreement). The Agreement clearly states it is for a three (3) year term and is subject to an early termination fee of no less than $495 unless terminated per the provisions in ¶23 of the Terms & Conditions (Also see, pg. 5 of the Agreement).  Our records show Ms. F**** opted to lease 1stPayPOS processing equipment and therefore executed a Non-Cancellable Lease (“the Lease”) with the third party entity, Lease Finance Group (“LFG”), for a term of 48 months on April 28, 2015.  A courtesy copy of the Lease has been enclosed for review.

 Per the signed Agreement, Ms. F****’s account was accepted and became active on April 29th, 2015. Thereafter, we show the leased equipment was set up on the account and test transactions were processed on the unit. At this time, Ms. F****’s account remains active and available for her processing needs.  Please note that we are happy to assist the merchant with any processing issues on her account; Ms. F**** may contact our Customer Service department at ************** for assistance.  However, at this time we stand by the terms of the signed Agreement and the early termination fee will be applicable per ¶23 of the Terms & Conditions.

 As the Lease is a separate agreement with LFG and Ms. F**** remains bound by that contract, any concerns pertaining to the Lease must be directed to LFG for response.

 We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 Sincerely,

 Frankie M*****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because: the Sales Manager who advised to tell the Leasing Company that is was functional and that they would continue to work on the issues that I outlined. The POS system was not functional at all on April 29th (just plugged in) so that it would appear that it was functional and has never been used for a customer transaction. 


Eliot Management Company never fulfilled their part of the contract and had my money taken with no regard to my inability to use this in my business on a daily basis. I will not honor a contract that was forced upon  me and my company by Eliot Management Group and their leasing company.

I have made additional attempts to resolve the issue several different times. As you can see below, the Sales Manager, Colston acknowledged his company did not fulfill their part of the contract (see email communication). The date of this email is May 13th which is after April 29th when supposedly the POS system was up and functional.
********************************************************************************************************************************************************************************************************************************************
Good morning Kelly,

I appreciate you reaching out to me and letting me know the issues you are having. I have made everyone aware of this and we will get right on it. I heard we just got the new printer for you and we will make sure this POS gets set up soon to meet your standards.

We appreciate your patience.

Thanks again,

Colston R*******
District Sales Manager

200 Union Blvd. Ste. G-12
Lakewood, CO, 80228
Office: ************ ext. ****
Cell: ************

Sincerely,

Kelly F****

Business Response:

Dear Ms. G*****:

 

We certainly take Ms. F****’s concerns very seriously and we are currently still investigating this matter.  We will provide a response to Ms. F****’s concerns as early as possible. However, in the interim, Ms. F**** may contact me directly at ************.

 

Thank you for your attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

Business Response: We have concluded our review of Ms. F****’s additional concerns.  In response thereto we will be charging back the Lease with LFG and Ms. F**** will be released of any Lease obligations upon receipt of the equipment.  A call tag is being shipped to Ms. F**** for her convenience in returning the equipment.  Additionally, EMG will agree to close Ms. F****’s processing account and waive the early termination fee.  In order to close the account, we need a closing request containing Ms. F****’s signature.  This may be submitted via fax to ************ or emailed to *****************@e-mg.com.
 
We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
 
Sincerely,
 
Blanca V****

Merchant Relations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate your assistance in this matter.

Sincerely,

Kelly F****

7/29/2015 Billing/Collection Issues
7/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was contacted by Eliot Management Group with the sales pitch that they would save me money on credit card processing. They did not show me the full contract, but only the pages 1-4 of the agreement and led me to believe that it was the full contract. They promised me a very low discount rate and a $2 monthly fee. While reading the rates and fees page 2 of the agreement, I noticed other fees listed. Thomas D**** and Robert T******** told me that those would not apply to me. in all, in addition to the discount rate, I was told that I would be charged a monthly fee of $2, plus the Regulatory fee, and the Breach protection Fee. I was told by both Robert and Thomas, and this was reiterated later on the phone, that the "monthly minimum" of $15 on my contract meant that I had to run at least a $15 transaction in a month, but if my sales were low or zero that month, I should run a fake transaction of $15 using my own credit card to meet the minimum. Only later did I find out that the $15 minimum actually meant the minimum in transaction fees, and that would require monthly sales in excess of $1,000 per month to avoid the fine. These reps knew full well my business is small and I didn't ever expect that kind of volume, and had they been honest about what that really meant, I would not have signed the contract. Furthermore, I was unaware of all the terms and conditions of the contract, because they were never presented to me. When I signed the contract, the reps left with all the copies without my noticing right away. As soon as I noticed, I emailed Robert the next day and asked for the copy of my contract, which was signed on 6/12/15. I received a pdf copy of pages 1-4 on 6/19. I still had the impression that this was the whole contract, but some of the references seemed to indicate I was missing something, and I asked about it. My question went unanswered. As I am sure Eliot knows, that question got answered by the heavy fees I got slammed with a week later. I also asked Thomas about the 4.95 First pay Mobile fee, which was also a surprise, and told him based on what I was seeing, this was not a cost savings at all (documented in email on 6/19, when I was within the 3 day period of my right to rescind. Thomas emailed me back and said that he would revise the page 2 fees to reflect only what we had discussed. I believed him, and did not rescind, but he did not do what he said he would. On 6/22 I received my card swipe equipment and processed one transaction for $65. On 6/30, my account was hit with $49.70 in bankcard fees. This apparently was a full compliment of 11 different fees and surcharges, only 4 of which were disclosed to me at the time I signed my contract, with a rep saying, "this is what you will pay and not a penny more." Furthermore, I only had the service for 7 business days, and to charge a full month's fees for a period of one week is just wrong. I called/left messages/emailed both Thomas and Robert regarding my account and the surprise fees. I had taken great pains to make sure they told me everything, and even told them, I don't want any surprises. Well on 7/6 Thomas finally called me back. He told me he wasn't sure what happened, but said all the charges would be refunded and he would make sure it didn't happen again. I asked him if he had turned in a revised page 2 to reflect only the fees I had agreed to, and he said, "yes." On 7/12 I emailed Thomas to ask why the charges had not been reversed. I received no reply. I called Eliot's customer service and asked for an explanation of the charges. The agent explained each of them, and told me that they were in my contract. at this point it was clear beyond a doubt that I was never presented with, nor emailed at a later date, the entire contract. This is fraud. At this time I had begun investigating Eliot and discovered that my experience was not unique. There have been as many as 300 individuals who describe my exact experience. On the morning of 7/14, I wrote an email to both Thomas and Robert, outlining the obvious fraud that has taken place. I asked them to please do the right thing, as I am not a business that can absorb these types of losses. I have not received a response. I attempted to call Robert, and he answered the phone using a ridiculous attempt to disguise his voice. He then asked who was calling, and said he would get "Robert." Naturally, I waited pointlessly on the line for a few minutes until it went dead when he hung up. I left messages for Thomas who never returned my call. I forwarded my final summary email to Eliot's merchant relations email, and it was not acknowledged. I was also told, and I have it in writing, that mine was a 1 year contract. But since I don't have a full copy, I can't be sure that is true either. Even so, how can I do business, even for a year, with people who lie to me?

Desired Settlement: I would like Eliot to refund the $49.70 charged to me for the "month" of June. Not only were most of the charges never disclosed to me, and I never even had the opportunity to read them because the full contract was not shown to me, I was with Eliot for only a week! Furthermore, my sales rep promised to refund the charges. Because I was lied to and defrauded, I cannot trust Eliot to do business with them. Credit processing requires integrity and they have shown a considerable lack of it. My customers can't trust me with their credit cards and information if I can't trust my payment processing company! Therefore on the grounds of lying and fraud, I want my contract canceled and a waiver of the $495 cancelation fee.

Business Response:

Dear Ms. G*****:

 

We are in receipt of and have reviewed Ms. A*******’s concerns.  We have reached out to Ms. A******* directly regarding this matter and have offered to close her processing account without penalty upon receipt of a signed closing request.  The request must be submitted no later than July 24, 2015 and may be faxed to ************ or scanned and emailed to *****************@e-mg.com.  We also advised Ms. A******* that as she used the account to process during the month of June and real costs were incurred, the month end fees apply.  However, as a show of good faith we will agree to refund the $14.47 Monthly Minimum charged for that month.

 

Thank you for your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because: The settled credit amount listed in this response does not bring the fee in agreement with the amount presented to me as the monthly fee by the agents who signed me up.  However, in further negotiations with me, Eliot has agreed to, and has followed through with, a request to settle my account with a credit of $32.70 and closure without penalty.  Therefore, I cconsider this matter closed to my satisfaction.


Sincerely,

Amy A*******

Business Response:

Dear Ms. G*****:

 

We are in receipt of Ms. A*******’s additional correspondence.  Please note that Ms. A******* states she considers this matter closed to her satisfaction.  In an effort to resolve the matter, EMG refunded Ms. A******* $32.70 on July 20, 2015 and the account was closed without penalty that same day.  At this time we also consider this matter resolved.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

7/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We were proposed a plan for our dis-abled sons business, no fee's for machine or to set up and run. We are a small business that is seasonal, may-oct, we do 2 or 3 credit card transactions a month for $4-$8 each. The machine came and the charges started rolling for monthly fee's and the cost of the nachine. As we looked at the paper work to set the machine up, they changed the numbers from $4 to $8, to $40 to $80 and said we do 80% credit card. We would never have agreed too this information. When we called and talked to our rep, she said that the manager changed the numbers to get the sale to go through and she had quit the company because of the dishonesty. They refunded the $118 in monthly fee's and canceled the acct, but then charged us $495 to cancel the acct. We have called 5 times and been told it should be refunded, but then they continue too deny it and not pay.

Desired Settlement: Please refund the $495 cancellation fee and run an honest business

Business Response:

Dear Ms. G*****:
 
Please be advised that this is the first time we are receiving Mr. S*****’s complaint.  Eliot Management Group (“EMG”) takes these matters very seriously and we strive to provide prompt attention to each matter received. 
 
We show Mr. S***** signed a processing agreement with EMG on December 2, 2014 and under that agreement, a credit card processing account was created.  The agreement states it is for a term of 3 years with an applicable early termination fee of $495.  Mr. S***** closed his account prior to the end of the contractual term on February 27, 2015 and therefore his account was charged the $495 early termination fee.  However, in an effort to resolve this matter promptly and amicably we will agree to refund the $495.  These funds should be credited to the bank account on file within the following 3 to 5 business days.
 
We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
 
Sincerely,
 
Blanca V****
Merchant Relations

7/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In February of 2013, I was contacted by phone by an Eliot Management sales representative pitching a credit-card-swapping device. I then declined the purchase of it, since it would require expensive cellphone equipment and services from a company independent of Eliot. So instead they persuaded me to sign up with an alternate credit-card swapping service using just a phone- on a more-or-less trial basis. However, given the dollar amounts exchanged in my line of work (I am a self-employed piano teacher, and currently struggling to recruit new students), I deemed the services of Eliot Management to be unsuitable for my professional purposes, since the fees, of which there were several, are very high: several monthly fees and two annual fees, even before I swap a single card, considering I am making very little money to begin with. My students typically pay by either cash or check, and both my students and myself have always been perfectly OK with that. When I returned to the Eliot Tucson office at **** ** ******** ****. to opt out of the plan altogether, it wasn't until then when I was informed I had already been signed into a 3-year contract, and to opt out I would have to pay $495. So I let it go, on premises the monthly fees, which at that time, were at about $16, but have since crept up to almost $26. In addition to the monthly fees, I didn't realize there were also two annual fees, one of $95 from the company, and also an annual compliance fee of $124.75. So, all told, due to my having been improperly informed as to what I was getting into, when the contract expires, which is next February, I will have been forced to pay over $1,300 for a service I had no need or want for.

Desired Settlement: I feel the company should be held accountable in some way. I don't know if the BBB can help provide me with any recourse, but any you can provide would certainly be greatly appreciated. That was a lot of money, especially right now, since business for me is currently very hard to come by. I can't afford to give my money away to anything that has no meaning for me. If you can't I'll understand, but I want others to know that this company did this to me.

Business Response:

Dear Ms. Garcia:

 

We are in receipt of Mr. L*****’s complaint and appreciate the opportunity to respond.  For review, we have enclosed the Merchant Application & Agreement (the “Agreement”) and the Merchant Processing Terms & Conditions (the “Terms & Conditions”) signed by Mr. L***** on February 21, 2013 for credit card processing services.  At that time, Mr. L***** acknowledged to have received, read and be bound by the Agreement and the Terms & Conditions (See, pages 3 and 5 of the Agreement).  These clearly disclose all applicable rates and fees (See, pages 1 and 2 of the Agreement and ¶21 and ¶27 of the Terms & Conditions) and state the Agreement will remain in full effect for a three (3) year term from acceptance by Bank and is subject to an early termination fee of no less than $495 (See, pg. 3 of the Agreement and ¶23 of the Terms & Conditions).

 

In accordance with the signed Agreement, Mr. L*****’s processing account became active on February 26, 2013 and the services have since been available for the merchant’s processing needs.  Upon our review of the account, we show all charges for these services have been in accordance with the Agreement.  Currently the account remains active and the term end date is February 26, 2016.  Termination of the account at this time would be subject to a termination fee of $495; however, as a gesture of good faith we will agree to accept a reduced early termination fee of $300.  To do so, Mr. L***** must submit a signed closing request no later than June 22, 2015 either via fax to ************ or scanned and emailed to *****************@e-mg.com.  Should Mr. L***** wish to close the account without penalty at the end of the term, he should do so in accordance with ¶23 of the Terms & Conditions.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because:
  The $300 reduced fee for early exit I do not find satisfactory,
given it would be equal or more than the ongoing monthly fee of $25.96
I still would have to pay until February.  A $100 exit fee I would
find appropriate at this point.
   The forms displayed in Eliot's company reply I acknowledge I had
signed. What the company did NOT acknowledge is the that they failed
to inform me of the original $495 exit fee BEFORE I SIGNED the papers.
That's the problem I have here. The reference to that fee is buried in
pages and pages of fine print. The other problem I have is that they
failed to advise me of the annual $124.75 compliance fee. Only the
monthly fees, which at the time of signing totaled $15.95 or so, were
explained.

Sincerely,

Paul L*****

P. S. I am currently on vacation. Will be back at my residence on June
23, Tuesday.



Paul L*****

Business Response:

Dear Ms. Garcia:

 

Thank you for forwarding Mr. L*****’s additional correspondence.  Again, the Agreement distinctly discloses the applicable early termination fee of no less than $495 in the Acknowledgements section just above Mr. L*****’s signature acknowledgement.  All fees are clearly disclosed in the Agreement Mr. L***** indicated he had received, read and agreed to be bound by.  As such, we stand by our original offer.  As a show of good faith we will extend the deadline to submit the closing request for account closure at a reduced early termination fee of $300 to June 29, 2015.

 

Thank you for your attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

6/30/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: David S****** account manager for Eliot Management Group in Federal Way, WA approached me to sell me their merchant services. He asked me about what we were currently using and said they could beat those fees. He claimed he would bring in a comparison of their fees compared to what we were paying. That never happened but he assured me that theirs were lower. I trusted him. That was a HUGE mistake. He told me to sign his tablet and we were in business. There was NO paperwork to read and NOTHING on the tablet to read. He also did not mention ANYTHING about fees, the 3 year contract, or the cancellation fees. He later brought in paperwork for our records. When our bank statement came I was shocked at the fees from the Eliot Management Group. I tried to contact David via phone and email to inquire about the fees. Finally we contacted Amber from the main office and discussed how disappointed we were with the deceit David used in selling his product. I don't know if this is how they get all of their business, but we know of at least 2 other people who were scammed by David. We faxed Amber our contract from our old merchant services company as well as a couple of statements. She reviewed them and made a "Rates & Fees Addendum" where some fees were reduced and some were increased, as well as 2 years being added to the 3 year contract! We called Amber to get her to explain the fees. She said she couldn't and transferred us to customer support who in turn transferred us to someone else, then someone else again. In short, no one could explain the fees. We called back to a different department to cancel and asked for the $495 cancellation fee to be waived. They would not. I have since emailed David asking that he reimburse us, but do not trust anything he says. I feel like it is my duty to report this and save other businesses from going through the same unsavory experience.

Desired Settlement: We would like to cancel our contract without the $495 cancellation fee.

Business Response:

Dear Ms. G*****:

 

Thank you for the opportunity to respond to Ms. M*****’s complaint.  In response thereto, we have attached the Merchant Application & Agreement (the “Agreement”) signed by Ms. M***** for credit card processing services with Eliot Management Group (“EMG”) and the Merchant Processing Terms & Conditions (the “Terms & Conditions”).

 

Upon executing the Agreement on March 30, 2015, Ms. M***** acknowledged to have received, read and be bound by the Agreement and the Terms & Conditions (See, pages 3 and 4 of the Agreement).  The Agreement specifically contains language confirming no verbal agreements or representations have been made and that the merchant has solely relied on the Agreement and the Terms & Conditions (See, page 3 of the Agreement).  As such, Ms. M*****’s processing account was set up with the rates and fees disclosed on page 2 of the Agreement and in ¶27 of the Terms & Conditions.  The Agreement also states it will commence upon Bank’s acceptance and will continue in full effect for a three (3) year term with an applicable early termination fee of no less than $495 (See, ¶23 of the Terms & Conditions).

 

Ms. M*****’s account became active on March 30, 2015 and the account was received benefit of to process over $***** in credit card transactions.  Our records show the merchant spoke with Amber P****** expressing discontent over the rates and fees on the account.  In an effort to resolve the merchant’s concerns, Ms. P****** processed a rate review for Ms. M***** in May and waived the standard two (2) year contract extension.  However, as we were working to resolve the issue, the merchant stopped communication and submitted a closing request.  As such, the account was closed on May 27, 2015 with the contractual early termination fee.  At this time the account is closed in good standing.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because:
While my electronic signature does show on the Agreement, I did not have a copy of the Agreement until after I signed on David S****** tablet after being assured
that the contract would indeed save our company money on a monthly basis. In addition, Customer Support adjusted some of the fees, we have not verified the adjustments with our bank as yet, and informed us that David S****** was the person who would determine whether the early termination fee would be waived. We received an email from Mr. S******, copy available on request, saying "I will make sure you don't have to pay the Early Termination Fee".  In the same email, he said "I made a mistake when I keyed in the pricing, but we are rectifying that".
We have not received anything in writing, other than the email, from either Eliot Mgmt Group or David S****** about the adjusted fees or waived termination fee.
We do not feel the Eliot Group/David S****** are selling their services in an ethical manner.

Sincerely,

Donna M*****

Business Response:

Dear Ms. G*****:

 

We have reviewed Ms. M*****’s additional correspondence; however, EMG made every effort to satisfy the merchant’s processing concerns.  We reached out to the merchant within the first 30 days of account acceptance and confirmed the merchant was happy with our services.  Further, once we received notice of the merchant’s concern with the rates and fees, we attempted to lower the fees to the merchant’s satisfaction; although we determined upon review of the merchant’s statements that the merchant was saving on their processing with EMG prior to the rate review addendum.  Nonetheless, the merchant chose to terminate their processing account.  At this time we stand by the signed Agreement and the early termination fee is valid.

 

Thank you for your attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because:
They did reach out within 30 days and confirmed that the credit cards were processing correctly.
At that time, that is the only thing we could confirm as we had not seen the extra bank charges.
When they say "EMG made every effort to satisfy", they must mean that they TOLD us and EMAILED
us that the bank charges would be refunded and the termination fee waived but didn't actually
follow up and make those things happen.
They have again assured us that the bank charges will be reversed (still waiting) and David S******
(we were told he was the only one that could make the termination fee go away) has decided not
to reply to any email since the $495 was taken from our account.

Sincerely,

Donna M*****

Business Response:

Dear Ms. G*****:

 

Please be advised, Ms. M***** was refunded $***** on June 3, 2015 as a gesture of good faith for March month end fees charged.  We do not show any record that Ms. M***** was to have the early termination fee waived. Again, Ms. M***** utilized the services provided under the contractual Agreement, she closed the account outside of the terms of the Agreement and therefore an early termination fee was applied.  Nonetheless, as a show of good faith we will agree to refund $*** for the early termination fee charged and consider this matter closed.  No further concessions will be made.  Ms. M***** can expect to see the refund in her account within the following 7 to 10 business days.

 

Thank you for your time and attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because:
On June 19, 2015, the $54.91 that was supposedly refunded on June 3rd was declined by Eliot Group.
Therefore, it has not been refunded.

We would like the entire termination fee refunded as promised.

Please see the email that David S****** wrote on May 26, 2015:

On 5/26/2015 10:45 AM, David S****** wrote:
Donna,

If that is what you would like I will make sure you don't have to pay the Early Termination Fee. However, as I stated in previous email, these rates are much better than what you had. You will save money. Furthermore, I will have Amber remove the two years from the addendum.

Donna, I did not try to mislead you. I made a mistake when I keyed in the pricing, but we are rectifying that. If you can see your way clear to giving me another chance, I will make it up to you.

Sincerely,

David S******

Sent from my Virgin Mobile Android-Powered Device

----- Reply message -----
From: "Donna M*****" <********************>
To: "David S******" <*************@e-mg.com>
Subject: Rates and Fees Reduction
Date: Tue, May 26, 2015 10:29 am

We would like the $54.91, which was a fee for taking payments in March when we were not yet set up to take payments, refunded along with the $495 termination fee.


Sincerely,

Donna M*****

Business Response:

Dear Ms. G*****:

 

We have reviewed Ms. M*****’s additional correspondence.  Please be advised that the refund request was declined on June 19, 2015 because the merchant was already refunded for March 2015 month end fees ($*****) on June 3, 2015 and this was a duplicate request.  To bring this matter to a close, we are refunding the remaining amount of the early termination fee charged ($***).  Ms. M***** may see these funds in her account as early as tomorrow and at that time we will consider this matter resolved.

 

Thank you for your attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

The funds have been returned to our bank account after considerable intervention on the part of the BBB.

Do not be surprised if you get further complaints from the Belfair WA area
as we know of at least two other businesses that are in negotiations with the Eliot Group to cancel their contracts for the same reasons.

We thank you for your assistance in bringing this matter to a close.

Sincerely,

Donna M*****

6/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Me and my wife own **** **********, the credit card company agent name Grey S**** come to our store and ask us to switch company saying that there have a better deal in the credit card company.So I switch company but I ask him to write a letter saying if I am not happy I can switch back to the old company. after using them I not happy because they charge lease on my credit card mac***e and I switch to the old company but I am stuck with equipment lease for 48 month for $73.00 per. I just wanted to get out of the lease. They won't do it. I don't know what to do please help,thanks

Desired Settlement: DesiredSettlementID: Other (requires explanation) Cancel the lease

Business Response:

Dear Ms. G*****:

 

Thank you for the opportunity to respond to Mr. C***’s complaint.  We have reviewed the matter in detail and show Mr. C*** entered into a Merchant Application & Agreement (the “Agreement”) for a three (3) year term of credit card processing services with Eliot Management Group (“EMG”).  Upon signing the Agreement on March 10, 2015, Mr. C*** acknowledged to have received, read and be bound by the Agreement and the Merchant Processing Terms & Conditions (the “Terms & Conditions”).  In addition, Mr. C*** confirmed he had solely relied on the Agreement and the Terms & Conditions and that no verbal agreements or representations had been made.  Our records show Mr. C*** opted to execute a separate agreement for processing equipment with ***** ******* ***** (“LFG”) and signed the Non-Cancellable Lease (the “Lease”) on March 10, 2015 for a term of 48 months at $***** per month, plus any applicable taxes and insurance.  For your reference, we have enclosed a copy of the Agreement, the Terms & Conditions and a courtesy copy of the Lease.

 

In accordance with the signed Agreement, Mr. C***’s credit card processing account with Eliot Management Group (“EMG”) became active on March 11, 2015.  Thereafter, the leased equipment was set up to process on the account and Mr. C*** used the services to process over $****** in transactions.  On April 20, 2015 the processing account was closed upon receipt of a closing request from Mr. C*** and an early termination fee of $495 was assessed in accordance with ¶23 of the Terms & Conditions.  At this time there are no pending matters on Mr. C***’s processing account with EMG.  However, as the Lease is a separate agreement with the separate entity, LFG, and is non-cancellable, Mr. C*** remains bound by the Lease.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

Blanca V****

Merchant Relations

Consumer Response:  
Complaint: ********

I am rejecting this response because:they never told me I have another contract with another company,  I have ask the sales person to write me a note if I am not happy I can cancel my contract,  I thought I was cover and now they say I have to pay the lease of the machine for four year, I just wanted them to void the contract just all, thanks you

Sincerely,

Mun Kuen C***

Business Response:

Dear Ms. G*****:

 

We have reviewed Mr. C***’s correspondence.  Mr. C*** executed the Lease which clearly states it is with the third party entity ***** ******* ***** and discloses its non-cancellable terms.  As such, Mr. C*** remains bound by the Lease and must contact LFG directly with any concerns pertaining to the Lease.  Further, we do not show record of the document Mr. C*** states was written by the sales representative.  We would be happy to review this documentation upon receipt via fax at ************ or email at *****************@e-mg.com.  However, at this time we stand by our previous response.

 

Thank you for your attention to this matter.

 

Sincerely,

 

Blanca V****

Merchant Relations

6/23/2015 Problems with Product/Service | Complaint Details Unavailable
6/19/2015 Problems with Product/Service | Complaint Details Unavailable
6/4/2015 Problems with Product/Service | Complaint Details Unavailable
6/4/2015 Billing/Collection Issues | Complaint Details Unavailable
5/16/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: The complaint is from ******** ******** ******* regarding Eliot Management, our former credit card processor. The sales rep for Eliot Mgmt., **** ******, contacted us about upgrading our credit card terminal in order to process the new more fraud-resistant credit cards. He sent us paperwork to authorize the upgrade, which we never signed and returned. In the meantime, he ordered the new terminal without our authorization, automatically withdrew $315.00 from our bank account without authorization, and had the terminal shipped to us without authorization. When I called and asked why, he said, "My mistake," and then tried to backtrack to get us to OK it. The person responsible for authorizing was not happy with they way Eliot Mgmt. handled this, and told me to have them come and pick up their equipment. When Mr. ****** did come down, he was argumentative and rude to the front desk staff and to our Operations Manager and told them, "You bought it, it's yours." and refused to pick up the terminal. When I contacted the merchant services department, which was the only phone number we had for Eliot Mgmt., they took down all my information and told me someone from customer service would call me back. No one did. The problem with Eliot Mgmt. is that they do not include a return address or phone number on any of their correspondence, not even on their statements.

Desired Settlement: Eliot Mgmt. automatically withdrew $315 from our bank account without authorization. We want that refunded. We also want them to pick up the equipment we did not order, did not authorize and do not want.

Business Response:

Dear Ms. ******,

Thank you for the opportunity to respond to Ms. *******’s complaint.  We have reviewed the matter and found that the account was charged in error.  Please be advised a refund for $****** has been submitted.  We apologize for the oversight and ask Ms. ******* please allow 3-5 business days for the funds to be credited to her account.  Further, a call tag was sent to Ms. ******* on May 14, 2015 so that she may return the equipment to us.  

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

**** ******

Merchant Relations

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided that they do what they say are going to do.

I got a phone call from an ***** ******* in their corporate office, and I have reservations that they will.

Sincerely,

***** *******

4/30/2015 Billing/Collection Issues | Complaint Details Unavailable
4/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company wanted to provide my small business with a credit card swiping machine. I agreed. They were unable to get the machine to work with my existing phone lines in spite of the current machine I had been using worked fine. They took their credit card machine off site, ran a charge on it outside of my place of business to activate the billing process for me. I received a standard call to confirm that I received my machine and that everything was working, and I told them, "no, I did not have the machine because it would not work with my phone lines." They never got the machine to work at my business location after trying repeatedly. Then a charge for leasing the equipment hit my bank account. On 2/23/15 I filled out their notice to cease bank card processing and I was hit with two more additional monthly charges which they automatically deduct from my Chase Bank account. I feel these charges were done illegally from the start since the credit card machine was never operational at my place of business. There was also a time when the sales person, ***** *******, came when I was not at the office and left with my other credit card processing machine. These machines are a direct link to my business bank account. When I returned and was told that he took the other credit card processing machine I was freaked out because it contains such confidential financial information. He may as well walked out of my business with all my credit cards and driver's license. Thankfully when I called him and was not happy with his actions he turned the car around and brought my machine back. Being that he is in the industry I was shocked that he thought such an action was appropriate. He apolozied and said his intentions were to just get me up and running; but I failed to see the connection.

Desired Settlement: I want Eliot Management Group to replace all the monies they have extracted from my Chase Bank account. I want Eliot Management Group to be aware that ***** ******* made an extremely poor choice when he took my other credit card machine without my permission in his car to I don't know where. And, I want other small business owners to be aware that they may be charged without the credit card machines ever being functionable.

Business Response:

Dear Ms. ******:
 
Thank you for forwarding Ms. ****’ complaint.  Upon receipt of this matter, we immediately reached out to Ms. **** in an effort to resolve her concerns.  At this time Ms. ****’ processing account with Eliot Management Group (“EMG”) has been closed without penalty and all charges made to the account ($******) are being refunded.  The remaining funds should be credited to Ms. ****’ bank account as early as tomorrow.
 
We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
 
Sincerely,
 
****** *****
Merchant Relations

4/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I asked Eliot Mgmt. to take us off of their call list as we are not interested in their products. I was told that by the customer rep in her exact words "that isn't going to happen". I am filing a complaint with the FTC for telemarketer abuse. If a company requests that you stop calling them and ask them to take them off the call list you DO NOT tell them "THAT ISN'T GOING TO HAPPEN". If our company receives another phone call from Eliot Management after we have asked them to stop calling us then we will file a lawsuit for harassment. I received the phone call from a female rep of the Eliot Management company at 9:16 a.m. on 04/09/15. And just for the record our phone number is ***** ******** and my name is ****** ********* and our company name is ** * ** *********** ************

Desired Settlement: I want to make sure the highest person in this company knows that if this harassment continues we will file a lawsuit.

Business Response:

Dear Ms. ******:

 

Thank you for forwarding Ms. *********’s additional correspondence.  Please be advised, Eliot Management Group (“EMG”) takes these claims very seriously and we are diligently reviewing Ms. *********’s concerns.  We have reached out to our Tucson office and will provide a response to Ms. *********’s concerns as quickly as possible.  In the interim, please do not hesitate to contact me directly with any questions or concerns.

 

Thank you for your attention to this matter.

 

Sincerely,

 

****** *****

Merchant Relations

Business Response:

Dear Ms. ******:

 

We have been in contact with our Tucson office regarding this matter.  Please be advised, upon receipt of Ms. *********’s original complaint, the phone number, ************, was circulated to the representatives at our Tucson office as Do Not Call.  However, it appears that due to an oversight, Ms. ********* was once again contacted and we sincerely apologize for this event and any inconvenience caused.  At this time, the phone number, ************, has been posted at every phone station at our Tucson location as Do Not Call, and no further calls should be made to this phone number.  Should Ms. ********* receive further contact to this number, she may escalate the matter to me directly at ************.

 

We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

 

Sincerely,

 

****** *****

Merchant Relations

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *********

4/7/2015 Problems with Product/Service | Complaint Details Unavailable
4/4/2015 Problems with Product/Service
3/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We signed up with Eliot Management Group in October or November of 2014 but after learning of their horrible reputation decided to cancel our services. We called our local rep and he said we had 30 days to cancel without any penalties or cancellation fees. So we did just that. We canceled with Eliot within 2 weeks of signing with them and that's when things went south. Eliot debited $500 from our account along with another $70. The $500 was supposed to be the cancellation fee and we don't know what the $70 charge was. After numerous calls over the course of a month, our local rep quit working for Eliot in December of 2014. He told me to contact a guy named ***. I reached out to *** in December and after a very painful process and constant follow up we got the $500 back. I continued to call, text, and leave voicemails trying to get the remaining $70 refunded to us and here I am 5 months later and still have not received a refund. I have tried calling and calling and no one returns my call. *** told me *** ****** is the one who needs to initiate the $70 refund. I have spend the last two weeks calling **** I have left 4 messages, called corporate multiple times and have had zero luck. I just called *** before i started writing this complaint and he said he would have *** call me. I don't anticipate that happening as they can't seem to get their affairs in order and figure out how to refund a business money that never once processed with them. I have been spend hours trying to get money back from this company. I have had nothing but frustration working with them.

Desired Settlement: Eliot needs to refund us completely the money the debited without cause.

Business Response:

Dear Ms. ******:
 
We are in receipt of Mr. *****’s complaint and have reviewed the matter.  Our records show Mr. ***** has been in contact with *** ****** regarding this matter and the requested fees have been refunded.  At this time, we consider this matter resolved.
 
We appreciate your attention to this matter.  Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.
 
Sincerely,
 
****** *****
Merchant Relations

3/21/2015 Problems with Product/Service | Complaint Details Unavailable
2/27/2015 Problems with Product/Service | Complaint Details Unavailable
2/27/2015 Problems with Product/Service | Complaint Details Unavailable
2/21/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/12/2015 Problems with Product/Service | Complaint Details Unavailable
2/10/2015 Advertising/Sales Issues | Complaint Details Unavailable
12/29/2014 Problems with Product/Service | Complaint Details Unavailable
12/17/2014 Problems with Product/Service | Complaint Details Unavailable
12/1/2014 Problems with Product/Service | Complaint Details Unavailable
11/28/2014 Problems with Product/Service | Complaint Details Unavailable
11/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my service with Eliot Management Group in August of 2014. I followed all their crazy rules that required my office to fax them letters several times and ending with sending them two certified letters in attempts to get them to cancel my credit card processing account. I have a signed letter from them acknowledging that my account with them, yet they continue to debit their fees from my checking account. So far, they've twice debited $28.15 and an "Annual Fee" of $95 despite my account being closed with them. Product_Or_Service: Credit Card Processing

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want them to refund me $151.13 (the sum of $28.15 + 28.15 + 95). I also want them to stop all charges and send me another letter stating that my account is definitely closed and that they will not be charging my account ever again.

Business Response: Contact Name and Title: ****** ***** - Merchant Relations
Contact Phone: ************
Contact Email: *****************@e-mg.com
Dear Ms. ******:

We are in receipt of Ms. *****'s complaint and appreciate the opportunity to respond. Ms. ***** signed an agreement with Eliot Management Group ("EMG") in September of 2009. Our records show receipt of Ms. *****'s request for an anniversary closing on June 30, 2014. In accordance with this request, Ms. *****'s processing account with EMG was closed on September 10, 2014, the end of the current contract term. An automatic charge was made to the account for an annual fee of $95 on September 2, 2014, as the account was in an active status. However, this amount was credited back to the merchant on October 13, 2014. Further, we do not show any additional charges have been made to the account since September 30, 2014 when the account was charged a September monthly statement fee of $22.01. At this time the account is in fact closed in good standing.

Please be advised, we show Ms. ***** has a separate agreement with the third party entity, Lease Finance Group ("LFG"), for processing equipment. Ms. ***** must contact LFG directly with any concerns regarding monthly lease charges.

We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly.

Sincerely,

****** *****
Merchant Relations

11/13/2014 Problems with Product/Service | Complaint Details Unavailable
11/6/2014 Problems with Product/Service | Complaint Details Unavailable
10/16/2014 Problems with Product/Service | Complaint Details Unavailable
9/25/2014 Problems with Product/Service
9/3/2014 Problems with Product/Service
8/12/2014 Problems with Product/Service
8/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Orig merchant acct app & agreement waives $95 annual fee. App to corp was re-copied & sent w fee. Sent in copy w my sig so looks l agreed. I signed up for a merchant account with Eliot Mgmt Group with ******* ******* on 6/8/12. The original merchant account & application waives the $95 annual fee. The rep re-copied the 2nd page and included the $95 annual fee. She submitted to corporate the original pages 1 & 3 along with the re-copied page 2 to corporate. Page 3 includes my signature so it appears I accept the agreement. This was discovered while closing my business. I have been charged 2 years of annual fees and $42 in June after closing my business. I was also sold a new cc machine 2 years ago that is no longer used after being told it had a 20-year compliance. I have a two-year old, $450 cc machine that is worthless. I have called Eliot group starting in June and the call is automatically forwarded to corp in Texas. Corp says there is nothing they can do because the agreement they received includes the $95 annual fee. In June I spoke with *** ****** (at corp) and she said she would research the complaint. I have not heard from her. I have called everyday since June 30th and left a message on her voice mail to call me and she has not returned my calls. When I call the Utah phone #, it is answered at corporate in Texas. I mailed a copy of the original agreement, showing the fee waived, to corp. I received a copy of the agreement that was submitted to them by ******* ******* and is does not match the original copy I have.

Desired Settlement: I am seeking a total refund of $232. I was charged a $95 annual fee on 6/4/13 and $95 on 6/3/14. I was charged $42.01 on 7/2/14 for monthly fees. I want the $495 termination fee waived. The application & agreement I signed was fraudulently changed and should be voided.

Business Response: Initial Business Response /* (1000, 5, 2014/07/28) */ Contact Name and Title: **** ******-Merchant Relations Specialist Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. *********'s complaint and appreciate the opportunity to respond. Please be advised Supervisor *** ****** has been in direct contact with Ms. ********* to resolve her concerns. Our records indicate the processing account has been close with no penalty and a refund in the amount of ******* has been submitted. The funds should be credited to the bank account on file within the next 3-5 business days at which time we will consider the matter in its entirety closed. Thank you for your attention to this matter. Sincerely, **** ****** Merchant Relations Initial Consumer Rebuttal /* (2000, 7, 2014/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their response. They reimbursed me the annual fees for 2 years, the service charges and waived the penalty fee.

7/3/2014 Problems with Product/Service
6/30/2014 Problems with Product/Service
6/24/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service
6/13/2014 Problems with Product/Service
5/29/2014 Problems with Product/Service
5/22/2014 Problems with Product/Service
5/12/2014 Problems with Product/Service
4/30/2014 Billing/Collection Issues
4/24/2014 Problems with Product/Service
4/24/2014 Problems with Product/Service
4/21/2014 Problems with Product/Service
4/14/2014 Problems with Product/Service
4/14/2014 Problems with Product/Service
4/11/2014 Problems with Product/Service
4/11/2014 Problems with Product/Service
4/10/2014 Problems with Product/Service
4/8/2014 Advertising/Sales Issues
3/26/2014 Problems with Product/Service
3/21/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
3/11/2014 Problems with Product/Service
3/5/2014 Problems with Product/Service
3/3/2014 Problems with Product/Service
1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When setting up the service was told the contract would be month to month and could cancel at any time. I was told by local sales rep the account would be month to month and could cancel at any time. I called to cancel the service since I shut down my website and have no need for credit card processing where I spoke with ***** and ******. I was told it was a 3 year contract and I would have to pay almost $500 dollars to cancel early. I contacted my sales rep **** ********** whom no longer works for Eliot Management Group, and he confirmed that he submitted it as a month to month contract. I have had nothing but problems with this service. Eliot Management is also holding on to money from transactions placed on my website earlier this year and last year. They have not released any of these funds to me, nor deposited them into my account. I am also being charged $46.48 cents a month which is not what was agreed to when switching my credit card processing over to Eliot.

Desired Settlement: I would like this service to be cancelled with no early fee as per the month to month agreement, as well as the money owed to my company from credit card processing to be sent to me or be deposited into my account.

Business Response: Initial Business Response /* (1000, 13, 2013/12/26) */ We have inquired with the appropriate department regarding the procedure for release of the held funds. We have been informed that once Mr. *******'s account is closed the funds being held will be released to him. At this time we await Mr. *******'s closing request as stated in our original response. Thank you for your attention to this matter. Should you have any further questions or need any additional information please do not hesitate to contact me directly. Sincerely, ****** ***** Final Consumer Response /* (2000, 27, 2014/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 25, 2014/01/17) */ Ms. ******* In response to Mr. *******'s request, a letter has been mailed to him confirming his account was closed on January 08, 2014. Enclosed is a copy of the confirmation letter for your review. We appreciate your attention to this matter. Sincerely, ****** ***** Merchant Relations

1/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a small business in Dallas, Texas. I have used the Eliot Management Group for about 4 or 5 years now to manage my credit card accounts and also I have a small business in Dallas, Texas . I have used Eliot Management Group to manage my credit card accounts from customers and to buy and pay off my credit card machine on a monthly basis. I informed Eliot Management Group that I had wanted to close my account. They told me that since I was under a contract, I would have to continue until November 5, 2013, when the contract ended, which was fine with me. At that time, they informed me that I would need to fax in my request to have my account closed. I faxed them the request to close the account on August 19,2013. After my account wasclosed on the 4th of November, my business bank account was debited for credit card management fees. I called to inform them that they debited my account when my account has already been closed. They stated that the account was just recently closed, , and there wasn't enough time to stop the automatic debits. I told them that I could maybe understand this, (even though I faxed them my letter of intent to close accounts on August 19th and the account was officially closed on the 4th of November), but that they would need to immediately put the amount back into my account and pay for my over draft charge since this was no fault of my own that my bank account went under. They told me that they couldn't guarantee this, since everything was automated and that if put in a request today, it my that 14 days to reverse.My funds were FINALLY deposited back into my account 14 days later. Then on December 2, 2013 another management fee was deducted. They, at this time, told me that they could not be sure if they would be able to refund this since the account was still open four 4 days in November. They also, again, refused to pay the overdraft charge. After having an account with this company for as long as I have, I have felt that their customer service was greatly lacking. I honestly am afraid that they will continue to debit my account.My bank has told me that if it were to happen again that I would need to close my account and reopen another. I have all my checks printed from this account so it would be expensive to reorder. I am writing so you could warn other business owners of the problems that I have endured with this company.

Desired Settlement: I would appreciate and expect Eliot Management Group to pay my overdraft charges.

Business Response: Initial Business Response /* (1000, 10, 2013/12/16) */ Contact Name and Title: **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. *******'s complaint and appreciate the opportunity to address her concerns. At this time, we would request Ms. ******* submit copies of her bank statements reflecting the charges in question so that we may review her concerns. Ms. ******* should fax the requested documents directly to XXX-XXX-XXXX for review. Upon receipt, we will respond to Ms. *******'s complaint. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations

12/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been with this company for about a month now and since day one I have had nothing but problems. I am always having to call and get something fixed or changed.I own a jewelry store and have been in Business for 28 years, I do alot of custom work over $900 and have never had any issues with my money going thru from the terminals I had before until now.I was reassured that I would have everything I had now and more with them including a high credit limit and low monthly prices. They have failed to provide me with the High credit limit on my sales and now are holding MY money I received from trust worthy customers. I have called several times to see about getting my money released and did everything i was told including providing them with all information.After receiving all the information they then told me it will be released in 100 days...This is outrages and bad business. I cant believe they are allowed to hold my money for so long with no reason at all. Product_Or_Service: merchant services

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want my money in my account ASAP and to cancel the contract with them as I have had nothing but problems and will never be happy with this company after all I have been thru.

Business Response: Initial Business Response /* (1000, 5, 2013/12/10) */ Contact Name and Title: ****** ***** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. *********'s complaint and appreciate the opportunity to address her concerns. In response, we have attached the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Ms. ********* signed the three year Agreement for credit card processing with Eliot Management Group ("EMG") on September 23, 2013 acknowledging she had received, read and agreed to be bound by the Agreement and its Terms & Conditions (See, page 3 of the Agreement). The Agreement (pg. 1) clearly states the account ticket size is based on approval by Bank and ¶ 17 of the Terms & Conditions reserves the right of Bank to adjust or amend the Merchant Profile Section at its sole discretion. Paragraph 17 of the Terms also states that Bank shall have no obligation to pay merchant for transactions that present a potential risk. Our records indicate Ms. *********'s account was approved for a high ticket amount of $500 based on her credit; of which Ms. ********* was advised via mailed correspondence. In November 2013 Ms. ********* ran two transactions over the approved high ticket amount, one for $2,956 and another for $1,370, which resulted in account suspension and holding of funds (See, ¶9 of the Terms). Upon performing due diligence, the transactions were deemed to pose a potential risk to Bank due to Ms. *********'s credit and limited banking, therefore the decision was made by EMG to reverse the transactions and the funds were returned to the cardholders as permitted in ¶ 9, 17 and 28 of the Terms & Conditions. Our records indicate Ms. ********* has used and received benefit of the account to process over $18,000 in transactions as recently as December 10, 2013. Should Ms. ********* wish to close her processing account, she should do so in accordance with ¶23 of the Terms & Conditions. Please note that account closure prior to the contract expiration date of September 25, 2016 will result in an early termination fee of no less than $595. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations

12/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed a contract under Eliot management groups admin. We were mislead, not shown the entire contract, and some pgs were fraudulently initialed. 1) Were sold a lease and cc equipment under false information given by the representative concerning its functionality and capability. The equipment were sold on did not meet promises, however, the bigger concern is that the representative put in our contract a different piece of equipment, that did not work in our location. 2) We were not shown all of the terms on the contract. Specifically we were not shown the terms of the "non-cancellable lease" 3) Initials on the "non-cancelable lease" document where fraudulently and incorrectly typed in. 4) Many minor and substantial errors throughout the documents demonstrate we did not see the full contract, fill it out. I was shown on an ipad a section of a page with signature. I was discouraged from reading what was shown. I was under the understanding I was shown all of the terms and conditions and signed under that I had. 5) I was not given a copy of the documents and was told I would receive them by email. I did not receive that email. Months later after pressing EGM I received signed forms, still without all of the terms and conditions associated with the contracts we signed. 6) The contracts were split out between several companies (most of which are in the same building) to "legally" hide behind red tape. 7) We sent certified letters to all companies involved. All of the companies that bill us have continued to bill us and have not responded to our certified letter. One company said they did not have our letter on file. We are sending it again. They told us it didn't matter and that they would go after us personally, first by attacking our credit if we didn't pay over $500 to cancel the contract.

Desired Settlement: I expect Eliot Management group to resolve all matters with the companies they unscrupulously signed us up for, without our payment or penalty to us.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Contact Name and Title: **** ****** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Mr. ******'s complaint and have reviewed his concerns. In response thereto we have attached the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("Terms & Conditions"); both of which Mr. ****** acknowledged to have received, read and agreed to be bound by (See, pages 3 and 4 of the Agreement). Also enclosed is a courtesy copy of the Non-Cancellable Lease ("the Lease") with Lease Finance Group ("LFG") for your review. Mr. ****** signed the three year Agreement for credit card processing with Eliot Management Group ("EMG") on July 16, 2013. That same day Mr. ****** signed a separate Lease agreement with LFG for processing equipment; however, we show that the Lease was withdrawn at Mr. ******'s request not to proceed with the Lease. Page 3 of the Agreement and ¶23 of the Terms & Conditions establish the early termination fee of no less than $495 for termination of the contract prior to the end of the term (July 22, 2016). Please note, Mr. ****** used and received benefit of the account to process credit card transactions and as such, he will remain responsible for the contractual fees charged on the account. Mr. ******'s account was closed on November 6, 2013 upon receipt of his closing request and the early termination fee of $495 was waived as a gesture of good faith. However, our records indicate the attempt to debit the contractual monthly fees for October 2013 was denied by Mr. ******'s financial institution. The account is currently in collection for $94.43 ($69.43 October monthly fees and $25.00 collection fee) and Mr. ****** should contact ***** Rasberry at XXX-XXX-XXXX to remit payment in the specified amount. Upon receipt of payment from Mr. ****** we will consider this matter resolved. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations Final Consumer Response /* (3000, 7, 2013/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We will accept this comprise under the conditions discussed below. We are fully willing to pay for October. The cancelation fee is unjustified. We were communicating ***** ******** (the agent of First American Payment Systems that EMG said to pay in order to resolve this issue) for weeks before coming to the BBB, sending him certified letters and emails requesting the company review our complaint. He did not have the first certified letter in our file and we had to send a new one. He said it did not matter and that he would come after us personally. Even after informing him were we advising our attorney and that we sent a complaint to the BBB he informed us by email that "can and will post this to" our personal credit and send it to collections. It is interesting that only after coming to the BBB is any gesture of good extended. Even so, we will pay the $25 collection if EMG can certify that this payment and other good faith waivers made in our behalf will end all contractual agreements entered into under their administration, including but not limited to Eliot Management Group, First American Payment Systems, Lease Finance Group LLC, and Fifth Third Bank, Secur-Chex, and First Advantage AND remove any reports made to any credit agencies business or personal OR verify that no such reports were made. To satisfy our claim we request 1) a written response verifying all contractual agreements with all parties involved will be terminated upon the above discussed payment AND 2) resolve our credit concerns. Final Business Response /* (4000, 9, 2013/12/09) */ Ms. ******* We have received and reviewed Mr. ******'s rebuttal. This will serve to confirm that no negative reports have been placed on Mr. ******'s credit to date. Upon receipt of payment for the outstanding balance of $94.43 we will consider this matter entirely resolved and no negative information will be reported on Mr. ******'s credit. Thank you for your attention to this matter. Sincerely, **** ****** Merchant Relations

12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sign up for credit card processing, was told I would be able to print a tip line on the system I was sold, I cannot. Also was not suppose to start service for 20 days yet was charged for service from the date I signed the contract. Salesman did not come to hook up system for 18 additional days after when it was supposed to be hooked up. Product was not what I was told it would be. Company is extremely difficult to get ahold of anyone who can do anything, managers never call you back it took 7 different phone calls to finally speak to one which basically just said sorry that's not in your contract and that's it. They don't hold their salesman responsible for the lies they tell you to get you to sign the contract. They pitch that you can contact the local office, but when you call local office always routed to a non local que when you tell these people what's going on they tell you that you need to talk to the local office yet the number they give you routes you back to their que in a circle over and over. No one in the company will actually get anything done. Been on the phone sooooooo many times trying to resolve this. Worst and shadiest company I have ever dealt with in my life. Btw finally got the salesmans personal number but he never answers or calls you back, the one time I talked to him he said he would see if he could swap out the system. But he never came by called back, etc. I have made my best effort to just get them to switch out this system for an old school swiper, but to no avail Product_Or_Service: Credit card processing Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) They bring me a swiper that can print a tip line, what I was originally promised the system I was sold would do. System now works as an app on an iPad which doesn't have capabilities to print a tip line

Business Response: Initial Business Response /* (1000, 5, 2013/11/25) */ Contact Name and Title: ****** ***** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. Garcia: We have received and reviewed Mr. *****' complaint. Please be advised, Eliot Management Group ("EMG") has been attempting to reach Mr. ***** in an effort to resolve his concerns; however, to date these attempts have been unsuccessful. At this time we would request Mr. ***** please contact *** ****** at XXX-XXX-XXXX for assistance regarding this matter. Thank you for your attention to this matter. Please do not hesitate to contact the undersigned directly with any questions or concerns. Sincerely, ****** ***** Merchant Relations

12/13/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The salesman lied about the rates. The sales rep *** ****** promised me a lower rate for credit card processing then I was currently paying on 5/7/2013. When I got my first statement in August the rate was almost 30% more then what I used to pay. When I contacted them they said they would send someone out to go over the statements. They never sent anyone out and the rate was high again the next month. I disconnected the machine and placed an ACH filter on my bank account. Now they are trying to collect a termination fee when they clearly did not hold up their end of the contract. They have given me an MID# XXXXXXXXXXXXXXXX. on 11/22/2013 They have offered to reduce the fees from $647.71 to $200.

Desired Settlement: I want them to reduce the fees to 0 and stop contacting me and close the account.

Business Response: Initial Business Response /* (1000, 5, 2013/11/26) */ Contact Name and Title: ****** ***** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Mr. ******* We are in receipt of Mr. ******'s complaint and appreciate the opportunity to address his concerns. Please be advised we have previously responded to Mr. ******'s complaint and have attached our response to Mr. ****** for your review. Please feel free to contact the undersigned directly should you have any questions or need any additional information. Thank you for your attention to this matter. Sincerely, ****** ***** Merchant Relations

12/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were/are an existing customer when we received a call from Eliot Management Group in May 2103, indicating that we we HAD to replace our terminal for security issue. Since we were only 24month into the lease, I indicated my concern that we would end up with two lease charges. I was assured that this would not be an issue. I gave my verbal OK to change the terminal and a new one was sent our, which we installed and put into service. No instructions for returning the old terminal were given.The very next billing cycle we had TWO automatic deductions taken from our bank account - one for each terminal. I called and was told that they would look into it. Next month - same thing. I called again and still got now response. Finally I asked to speak with customer retentions and was given a name and number to call: *** ****** at XXX-XXX-XXXX. I called here and she was very accommodating and said that she was sorry for any misunderstanding. She would look into it and get back to me. She never did. And now she does not and answer her phone or return my messages.And we continue to get charged for 2) Terminals each month. Very frustrating. Based on this experience I would never recommend Eliot Management Group to anyone. Account_Number: XXXX-XXXX-XXXX-XXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I request that the charge for the second terminal stop. Also I expect that we will be reimbursed for the secondary charges for the OLD terminal since the new terminal was installed and we started getting double charged: May, June,July, Aug, Sept, Oct, Nov, (and presumably December) @ $49.22/ month = $393.76

Business Response: Initial Business Response /* (1000, 5, 2013/12/10) */ Contact Name and Title: **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Ms. ******* We have received and reviewed Mr. *******'s complaint. Please be advised Ms. *** ****** has been in contact with Mr. ******* to resolve his concerns. In result, the lease with Lease Finance Group ("LFG") is being charged back by Eliot Management Group ("EMG"). Upon receipt of the terminal from Mr. *******, a refund of all payments made toward the lease will be requested from LFG. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations Final Consumer Response /* (2000, 7, 2013/12/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Assuming that Eliot Management does what they agreed to, I will be satisfied. I was contacted by a *** ** who gave me an address to return the terminal to along with a letter to cancel the lease and request a credit for the charges for the old terminal. This information WAS NOT given to me prior to this contact. The terminal has been returned and the tracking number conveyed to Mr. ** Once the charges for the original lease stop AND I get this credit, I will consider this case closed. Until then, I reserve the right to reopen this case.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed a Notice to Cease Bank Card Processing form to cease credit card processing by this Company. $495 was arbitrarily withdrawn from my account. Nowhere in that document is any mention of this amount being withdrawn as a result of such cancellation. Merchant ID XXXXXXXXXXXXXXXX. I had been doing business with them for several years. None of the paperwork in my folder discusses any such penalty fee for cancellation.

Desired Settlement: I want the $495 refunded to me.

Business Response: Initial Business Response /* (1000, 5, 2013/11/05) */ Contact Name and Title: **** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Ms. ****'s complaint and appreciate the opportunity to respond. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Please be advised Ms. ****'s processing account with Eliot Management Group ("EMG") became active on January 18, 2007. Ms. **** signed acknowledging the Terms & Conditions on page 4 of the Agreement. Page four ¶23 of the Terms & Conditions establish the Agreement to remain in full force and effect for a term of three years, after which it is to automatically renew for additional one-year periods unless terminated by the merchant per the guidelines established. These guidelines state the merchant is to submit written notice of non-renewal at least thirty days, but no more than ninety days, prior to the end of the applicable term (January 18, 2014). The account was closed on October 8, 2013 upon receipt of a closing request from Ms. ****. As the account was closed prior to the contract expiration date, the contractual early termination fee was assessed and no refunds are due for this amount. At this time we stand by the signed Agreement and EMG considers this matter closed. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations Final Consumer Response /* (4200, 11, 2013/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Fees could not be incurred in October as account was closed 10/8. I request AGAIN a refund of the last charges. Final Business Response /* (4000, 9, 2013/11/15) */ Ms. ******* We are in receipt of Ms. ****'s feedback and appreciate the opportunity to respond. Upon further review of the account we have determined the debited funds Ms. **** refers to were fees incurred during the month of October and billed the following month in November. At this time we stand by our original response and no refunds are due. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, **** ****** Merchant Relations

11/14/2013 Problems with Product/Service
10/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Eliot Management Group sells merchant credit card processing services to businesses. Within the last 12 months, I have repeatedly requested that our business be removed from their Do Not Call List. Some agents tell me yes (which hasn't happened), while other agents, such as today's, tells me there is no such list and basically that they are going to keep calling. These calls come anywhere from 1-3 times PER WEEK and they are told the same thing every time.The agents also like to use the tactic that they have spoken to "my boss" who already approved a meeting with them. This, however, is impossible.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want to the calls to both of our locations stopped immediately. I want no calls to our following numbers:XXX-XXX-XXXXXXX-XXX-XXXXXXX-XXX-XXXXXXX-XXX-XXXX

Business Response: Initial Business Response /* (1000, 10, 2013/10/29) */ Contact Name and Title: ****** ***** - Merchant Relations Specialist Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Ms. ******* We are in receipt of Ms. *****'s complaint and appreciate the opportunity to address her concerns. In compliance with Ms. *****'s request we have requested a Do Not Call notice be attached to the phone numbers listed in her complaint. We apologize for any inconvenience caused to Ms. ***** and request that 24 to 48 hours be allowed for this notice to take effect. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations Final Consumer Response /* (2000, 12, 2013/10/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the quick response!

9/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 09/05 I received a call from ***** ****** stating that he would like to offer me a great deal for merchant services. I advised him that I was not the owner and that we are already setup on the Square and was happy with the services because we would not be in any kind of contract. He stated that he would like to come by and just make an offer so I said okay. On 09/06 ***** ****** came to the place of business. He started out with telling me what he can offer, which was 0.001% on cc transactions that he would waive the $24.99 monthly processing fee. I informed him that we did not want to be in any kind of contract he stated that he would have us on a month to month to try the service out so if we did not like it we can cancel. I ask about the equipment he stated that he would get 25% off from him as the sales manager and then he made a call to ***** ******* asking to use his 30% that he has, I was not sure what that was for so he stated that he would take care of the equipment part. Because he stated that we was going to be on a month to month service I went ahead and signed my name on all of the papers, which was blank and all that he offered was on a paper that he wrote on. When I informed him that all the paper work would have to be in the owners name but I had already signed them he stated that he would take care of that. I ask several times that we are not going to be in any kind of contract and several time he stated no it would be month to month. The 3 guys left the location and about 2 hours later I received a call from ***** ****** stating that he needed a copy of the sale tax permit and a copy of a cancelled check which I text to him Everyday until the cc machine was connected he or one of his sales guys called to see if it was done and I assume that is was to seals the deal for them. I was not given copies of anything he stated that he would bring it back once he takes care of everything and the machine was here. I had no ideal what charges we are looking at or what was going on until the machine came on 09/13 which was the day I set the machine up with a customer service person that called me. After that I did not here from anyone from that company again. So on 09/16 we received a contract that did not have my name on it but the owners name which I did not understand because I am the one that signed everything. The letter we received was from Lease Finance Group LLC which I was not informed of because my understanding was that we are on a month to month and I can cancel anytime, but this was about the equipment for 59.99 for 48 months which I will never informed of at the time we went over everything. When I reviewed this paper that he claim that I signed my name was not on it, someone else signed it because was not the owners either. This company sales agent was very deceptive and disclosing all of the fees can charges and worst of all signing the owners name after they left. Product_Or_Service: Merchant Services Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) First I would like for them to remove the owners name from the agreement because she was not here to sign or okay anything under her name. Secondly I want them to stand by what they stated and that would be a month to month agreement so that I can cancel, also I want them to cancel the equipment agreement and take back there equipment and we will not do business with them. The are trying to force us into doing business with them which should not be allowed. We connected them device on 09/13 which was the same day they drew up papers and by the weekend on 09/16 I was calling to get out of this and that is when I found all this out. I thought that we had 72 to change our mind because this company came to us and not us go to them, I guess this is why we did not get a copy of anything because they did not want us to see all the hidden charges that this company has. If was after the fact but when going to Eliot Management Group complaints there was over 158 complaints against this company.

Business Response: Initial Business Response /* (1000, 5, 2013/09/24) */ Contact Name and Title: ****** ***** Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of the merchant's complaint regarding the processing account for Nates Cell Phone Repair and appreciate the opportunity to respond. In response thereto we have enclosed a copy of the signed Merchant Application & Agreement ("the Agreement") we received to set up the merchant account in question. Also enclosed is a courtesy copy of the Non-Cancellable Lease ("the Lease") with Lease Finance Group ("LFG") for your review. Please be advised, we take the merchant's allegations of forgery very seriously and wish to investigate this matter further. As such, we would request a copy of the driver's license of Ms. ****** ******* to confirm her signature. This documentation should be submitted via facsimile at 866/XXX-XXXX. Upon receipt, we will review and respond to the merchant's complaint. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations Final Consumer Response /* (2000, 7, 2013/09/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will be sending a copy of several documents showing this is not my signature on any of the documents that this company has or the leasing company as well. This will all be sent to both companies today.

9/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My business was lied to and we were charged over $1000 and sent to collections w/o having ever processed even one credit card with Eliot. I own a small business in Gresham, Oregon. We opened April of 2012. Initially we signed with another merchant service company but shortly after opening were approached by a Eliot Management Group Merchant Service Sales Representative with information about how we could save money on our credit card processing so a meeting was set with my business partner, me, and Bobby Bjork(spelling could be wrong) whom works for Eliot. We explained that this was all fairly new to us and that we had some circumstances that prevented us from immediately changing companies, we were assured this would be a painless process and that NOTHING would happen until we gave him permission to activate our account and get going. We asked him to provide a worksheet showing how we would save money(which he provided but to the average person looked almost uninterpretable), and also informed him that we were in the process of changing banks so it would be 4 to 8 weeks before we could start. The representative was relentless and insisted he just wanted us to fill out all the proper paperwork to have ready for when we could begin. Within one month we were receiving monthly minimum processing fees of $50. He was contacted almost immediately and we were told that these fees would be refunded to us since we had not actually authorized him to begin our services. At this point we had a very bad taste in our mouth and felt mislead to the point of fraud. We decided not to move forward and activate. So after months and months and MANY attempts(including today I was told by the sales office that the matter would be looked into and I would be called back immediately...that was hours ago) to stop the services and fees that were being racked up without actually EVER USING THEIR SERVICES my business received a collection letter in the mail that stated we owed them almost $700!!! Unfrikin believable. I was told by one representative that we could be released from our agreement(that we never authorized to begin the sales rep just straight lied to our face) if we paid the almost $500 cancellation fee for a 3 year agreement(NEVER EVEN MENTIONED by the rep) I would like to point out again that my business never even processed one credit card with these guys. We were deceived and lied to by the sales rep and have been offered no help from anyone in regards to our problem. Multiple times and forms now have been faxed and emailed to cancel our account and recover money that was WRONGFULLY taken and we are still being charged. This business is CRIMINAL and the way they protect their LYING sales reps is disgusting. I would suggest that nobody ever use this business for anything unless you want to be ripped off and lied too.

Desired Settlement: We would like Eliot to refund any and all money they took from us and also cancel our account and waive and charges for doing so. Also the termination of the sales rep that lied too and deceived us would be justified.

Business Response: Initial Business Response /* (1000, 5, 2013/08/27) */ Contact Name and Title: **** *************** Relations Contact Phone: XXX-XXX-XXXX Ms. ******* We are in receipt of Mr. ******'s complaint and appreciate the opportunity to address his concerns. In response thereto enclosed you will find a copy of the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Mr. ****** and Mr. ***** entered into an Agreement for credit card processing services with Eliot Management Group ("EMG") for a term of three years on October 5, 2012. The Agreement has an automatic renewal clause (¶23) for one year periods until notice of cancellation is provided. The Acknowledgements page of the Agreement clearly states that the merchant acknowledges no verbal agreements or representations have been made and that merchant has relied solely on the Agreement and the Terms & Conditions; however, if Mr. ****** has documentation supporting his request that the agreement not to be submitted until he contacted Mr. ****** we are happy to review. Our records indicate Mr. ***** contacted EMG on November 16, 2012 and again on April 16, 2013 to request closure of the account. During both calls, he was given instructions to close the account and the fax number to submit the contractually required written request. To date, EMG has not received the requested closing letter. Please be advised EMG's attempt to collect the statement fee for July 2013 was rejected by Mr. ******'s financial institution and as such his processing account was closed and submitted for collection of the outstanding balance of $608.50. It is EMG's understanding that after being contacted by the collector, Mr. ****** previously agreed to a reduced amount of $495 in full and final settlement of his debt. However, as a gesture of good faith and in an effort to reach an amicable solution, EMG will agree to accept a further reduced amount of $300 to resolve this matter. Mr. ****** may contact Eduardo Desabelle, Collection Specialist, at XXX-XXX-XXXX to discuss payment options. Thank you for your attention to this matter. Sincerely, **** ****** Merchant Relations Final Consumer Response /* (3000, 7, 2013/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just having had a conversation with the local office this past week they acknowledged they did in fact receive(at least one) of the multiple termination notices we had both faxed and or emailed over the course of the past year. Communicating with Eliot about this problem has been a customer service nightmare and it wasn't until this past week that a BRAND NEW district manager asserted herself as a point of contact for us. Otherwise we've just been bounced around every single time from local office to national office and told over and over and over again that someone would be in contact that day. NEVER HAPPENED! Eliot now asks us for proof that their sales rep(of course no longer with them) lied to our faces and deceived us. How are we to do that??? They choose to ignore the fact that within 30 days of this meeting with their rep we received $50 minimum monthly charges and IMMEDIATELY refuted them. We did this over and over and over and in fact to Eliots credit they did reverse some of those fees. So is Eliot trying to imply that while we refused these charges and complained on multiple occasions about what happened they have no knowledge of us wanting nothing to do with them from the start? It makes ZERO SENSE. Again I would like to reiterate the fact that we never processed even one credit card with them and they continued to charge us, deny receiving termination notices, and provide no regular point of contact for us to resolve this matter. VERY convenient for them I would say. We are not the company with a history of disorganization and bad sales rep practices, THEY ARE! All of our accounts are in great standing and this is the only one we have ever had problems with. What is the problem with simply dismissing these charges and letting us both go our own separate ways considering all the evidence points towards their negligence. Thank you again for your time BBB Im very happy to have this resource to let everyone know what a horrible company this is. Final Business Response /* (4000, 9, 2013/09/05) */ Ms. ******* We are in receipt of Mr. ******'s rebuttal and appreciate the opportunity to address his concerns. We have further reviewed the account and once again, we have found no confirmation or documentation from Mr. ****** of written notification of closure. Mr. ****** admits that he signed the Agreement, wherein he acknowledged to have received, read, and agreed to be bound by the Agreement and its Terms & Conditions. Regardless of how many transactions were processed, the term of the Agreement was for three years. Had a termination letter been received the account would have been closed; however, cancellation of the Agreement prior to the end of the three year term would have resulted in the charge of the early termination fee. Notwithstanding the forgoing, in an effort to bring this matter to a close, we will agree to close the processing account with no fee upon receipt of a signed closing request from Mr. ******. This request should be submitted to me at fax number XXX-XXX-XXXX no later than Friday September 13, 2013. Upon receipt of the closing request the account will be closed. Thank you for your attention to this matter. Sincerely, **** ****** Merchant Relations

8/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Signed an agreement with Eliot Management on July 26, 2013 and on July 29, the representative was notified to cancel the service and she said she would notify the company and since that date she has failed to respond to phone or email contact and she did not notify company of my intent to cancel. Product_Or_Service: POS system on 3 yr lease

Desired Settlement: DesiredSettlementID: Other (requires explanation) Want them to pick up their equipment and cancel all contracts signed by me.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/21) */ Contact Name and Title: ****** ***** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* Thank you for the opportunity to respond to Ms. *****'s complaint. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Ms. ***** signed a three year Agreement for credit card processing with Eliot Management Group ("EMG") on July 26, 2013 with a contract expiration date of July 29, 2016. The Terms & Conditions (¶23), which Ms. ***** signed acknowledging on pages three and five of the Agreement, state the contract is to remain in full force and effect for a term of three years. Paragraph twenty three of the Terms & Conditions also states that termination prior to the end of the term will result in an early termination fee of no less than $495. Our records indicate Ms. *****'s processing account with EMG was closed upon receipt of a faxed closing request on August 12, 2013. At this time no balance is due to EMG and we consider this matter resolved in its entirety. Should Ms. ***** have any issues regarding the Non-Cancellable Lease Agreement she signed with Lease Finance Group ("LFG") she should contact them directly at phone number: 312/XXX-XXXX, as they are a separate entity. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations Consumer's Final Response /* (4200, 15, 2013/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) But I know I will never get anything from this except a bad mark on my credit. Business' Final Response /* (4000, 13, 2013/08/28) */ Dear Ms. ******* We are in receipt and review of Ms. *****'s additional correspondence. At this time, we stand by our original response. Please feel free to contact the undersigned directly should you have any questions or need additional information. Sincerely, ****** ***** Merchant Relations

8/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Charged me fee's and then charged me bank card fee's for monthly terminal before I even received the terminal, as you can see I have been charged and stll continue to be charged.

Desired Settlement: 07/01/2013 ACH Debit ELIOT MGMT GROUP FEES XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $85.48 07/02/2013 ACH Debit BANKCARD MTHLY FEES XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $42.50 07/02/2013 Fee INSUFFICIENT FUNDS FEE FOR A $42.50 ITEM - DETAILS: BANKCARD MTHLY FEES XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $34.00 07/12/2013 Fee RETURNED ITEM FEE FOR AN UNPAID $495.00 ITEM - DETAILS: BANKCARD CLOSE FEE XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $34.00 08/02/2013 ACH Debit BANKCARD MTHLY FEES XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $42.95 08/02/2013 ACH Debit BANKCARD FIRSTVIEW XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX 08/02/2013 Fee INSUFFICIENT FUNDS FEE FOR A $42.95 ITEM - DETAILS: BANKCARD MTHLY FEES XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $34.00 08/02/2013 Fee INSUFFICIENT FUNDS FEE FOR A $7.00 ITEM - DETAILS: BANKCARD FIRSTVIEW XXXXXXXXXXXXXXX CCD ID: XXXXXXXXXX $34.00

Business Response: Business' Initial Response /* (1000, 5, 2013/08/09) */ Contact Name and Title: ****** ***** - Merchant Relations Contact Phone: XXX-XXX-XXXX Contact Email: *****************@e-mg.com Dear Ms. ******* We are in receipt of Mr. ****'s complaint. In response thereto we have enclosed the Merchant Application & Agreement ("the Agreement") and the Merchant Processing Terms & Conditions ("the Terms & Conditions") for your review. Mr. **** signed the Agreement on June 26, 2013 acknowledging his approval and acceptance of the Agreement. The account was approved and activated on June 28, 2013. As the account was active during the month of June, the monthly fees of $42.50 (disclosed in the Agreement) were automatically charged. These fees were later refunded to Mr. **** on July 19th and July 24, 2013. The account was subsequently closed on July 10, 2013 upon receipt of a closing request from Mr. ****. Again, as the account was active in the month of July, the contractual month end fees for July were automatically charged. Further, as the account was terminated prior to the contract expiration date, a $495 early termination fee was incurred; however, the attempt to debit this amount from Mr. ****'s account rejected due to insufficient funds on July 11, 2013. As a gesture of good faith we will agree to refund Mr. **** for July 2013 end of month fees ($42.95) and waive the early termination fee of $495. This account is now closed and no additional fees will be incurred. We appreciate your attention to this matter. Should you have any questions or need any additional information, please do not hesitate to contact the undersigned directly. Sincerely, ****** ***** Merchant Relations


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13 Customer Reviews on Eliot Management Group, LLC
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