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BBB Accredited Business since

Harbortouch

Phone: (800) 201-0462 Fax: (973) 630-9112 View Additional Phone Numbers 2202 N. Irving Street, Allentown , PA 18109 View Additional Email Addresses

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Harbortouch 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.





Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Harbortouch include:

  • Advertising issue(s) found by BBB

Factors that raised the rating for Harbortouch include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 235 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

235 complaints closed with BBB in last 3 years | 77 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 24
Billing/Collection Issues 89
Delivery Issues 2
Guarantee/Warranty Issues 0
Problems with Product/Service 120
Total Closed Complaints 235

Additional Information

top
BBB file opened: May 25, 2011 Business started: 01/01/1999 in NJ Business under new ownership as of: 01/01/2012 Business incorporated: 03/20/2012 in NJ
Type of Entity

Corporation

Business Management
Mr. Jared Isaacman, CEO Mr. Don Isaacman, President
Contact Information
Principal: Mr. Jared Isaacman, CEO
Business Category

Credit Card Processing Service Records Management Hospitality


Additional Locations

  • 2202 N. Irving Street

    Allentown , PA 18109

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

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Additional Phone Numbers

  • (610) 596-4242(Phone)
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Additional Email Addresses

  • - Communication/Mass Email
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Complaint Detail(s)

8/12/2014 Problems with Product/Service
8/11/2014 Billing/Collection Issues
8/11/2014 Problems with Product/Service
7/29/2014 Advertising/Sales Issues
7/29/2014 Problems with Product/Service
7/29/2014 Billing/Collection Issues
7/28/2014 Billing/Collection Issues
7/21/2014 Billing/Collection Issues
7/18/2014 Advertising/Sales Issues
7/6/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
7/1/2014 Problems with Product/Service
6/29/2014 Problems with Product/Service
6/25/2014 Billing/Collection Issues
6/25/2014 Problems with Product/Service
6/24/2014 Billing/Collection Issues
6/16/2014 Advertising/Sales Issues
6/16/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service
6/16/2014 Problems with Product/Service
6/9/2014 Advertising/Sales Issues
5/27/2014 Billing/Collection Issues
5/26/2014 Billing/Collection Issues
5/25/2014 Problems with Product/Service
5/24/2014 Billing/Collection Issues
5/18/2014 Billing/Collection Issues
5/16/2014 Billing/Collection Issues
5/16/2014 Problems with Product/Service
5/16/2014 Billing/Collection Issues
5/15/2014 Advertising/Sales Issues
5/14/2014 Problems with Product/Service
5/13/2014 Advertising/Sales Issues
5/9/2014 Advertising/Sales Issues
5/4/2014 Billing/Collection Issues
5/4/2014 Problems with Product/Service
4/22/2014 Advertising/Sales Issues
3/30/2014 Billing/Collection Issues
3/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I will sum it up as short as possible. We agreed that I will be charged .25% + .06 cents per transaction. I got my terminal in today and received a big run around after calling them and trying to find out why all my paperwork received with the terminal says 1.75% + .17 Cents per transaction. Like really you think I wouldn't notice that. I own my own business and am sitting on a computer all day. I can and will make a very large digital foot print telling the world to stay away from harbor touch. I was lied to. Plain and simple. I tried to cancel you sending this out to me from day one and you still sent it. I open it saying ok its here lets try it out. I set it up and first thing I notice there is no pin pad for anyone to put there pin number in for debit. I start reading the paperwork to see if theres something missing or a way that I didn't think of and thats when i found the letter with the fees that I did not agree to. Then to make things worse I'm told there's a cancellation fee because I'm under contract and I was told by my sales rep there is no contract. So thats another lie!! What makes it worse to the point that I'm getting my attorneys involved soon if this isn't resolved through BBB is that my paperwork said cancellation fee is the total estimated fees per month times 5 years. Well since your min fee per month is $25 then that will amount to a min fee of $1,500!!

Desired Settlement: I want a manager to call me and setup the cancellation of this account and help me return all equipment. AND MOST IMPORTANT waive the cancellation fees. If not this will and I promise it will turn into a legal problem. For future reference instead of trying to trap someone into some agreement why don't you be honest and stick to what was agreed on in the beginning. I processed some transactions today FYI but I don't care about the money I lost processing those.

Business Response: Harbortouch has in possession a signed agreement outlining the pricing the merchant is disputing. If legal is threatened and/or pursued, the document will be presented with the customers signature. There is also a note from a staff member on 1/20/14 in which a conversation with the merchant revealed that they chose to proceed with a new POS company given the sheer fact that they can deliver more quickly on the POS the merchant required. The contract as legally signed and binded to between Harbortouch and this customer will be enforced to the fullest and all fee's will stand. Including the outlined ETF that is clearly defined in the contract and subsequent Terms and Conditions. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

I have a copy if the contract which said nothing and was blank u filled it in afterwards I have the original email and print outs so how are u gonna explain y u send blank docs to be digitally signed and then fill in afterwards how much is the cancellation fee because legally in Mississippi u can't even charge more than 150 to cancel a contract
Regards,

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

Business Response: The ETF is classified as a financial obligation, similar to a loan. Cancelation prior to completion of the loan, the buyout amount is due. Harbortouch, can produce a signed agreement with the merchant signatures thus making the document legally binding. Digital signatures are legally binding as well. Production of a blank document is irrelevant given the fact that it is a widely distributed document and can be obtained easily in its default state. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
It's not completely blank i have attached a copy of one of the docs. and I cancelled this contract because I saw to many bad reviews about your company. you took it upon yourself to send out the terminal without any verbal written or electronically signed document or agreement of rates. You seriously would rather have me go very public on how harbor touch is trying to screw me rather than close the account. Really? I just want my relationship with you ended!! You may not care about legal action because you have a legal team to toss this to but what about the damage all my emails to every news outlet i can find can do. I'm not defenseless like you make it out to be. And then what your going to put a collection on me and I dispute it as a fraudulent account and have it removed because this is fraudulent I can keep going. someone who is violated will find a way. You may be a big company and I am a small bus owner but I PROMISE I WILL FIND A WAY TO GET OUT OF THIS or you can cancel and send me a box to return your equipment and I just forget about harbor touch. I also recommend you copying your boss and your legal team about this because any one with common business sense would tell you canceling and moving on from this is much easier!!

I also have a bunch of emails asking you to stop pursuing sending me the pos equipment and your customer service told me i can cancel without any penalty within 30 days so why are you refusing to cancel. the only reason I jumped here is because I can't find anyone to actually cancel and not transfer me to another voicemail which I kept track of very well. 

 
P.s Courts tend to rule in favor of the little guy when big companies try to strong-arm the little guys. 
Regards,

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








Business Response:

1.     Merchant Transaction Processing Agreement Rates

**. ****** entered into a Harbortouch Merchant Transaction Processing Agreement (“Processing Agreement”) on January 13, 2014. The Processing Agreement consists of the Merchant Application and the Terms and Conditions, together with its addenda, attachments and schedules. The Merchant Application lists the rates and fees upon which **. ****** agreed to process credit and debit card transactions during the term of his Agreement. The rates and fees of which **. ******’s merchant  account is being charged are consistent with the Processing Agreement.

2.  Additional Equipment

**. ****** was provided with all equipment that he ordered and was listed on the Processing Agreement. If he is in need of additional equipment, Harbortouch is willing to provide that to him. **. ****** should contact Jason Crocker, Director of Merchant Support at ###-###-#### for assistance.

3. Termination Fee

The Processing Agreement has a minimum three (3) year term. **. ****** is welcome to terminate his agreement with Harbortouch subject to the termination provision of the Processing Agreement. Specifically, Section 13.20 of the Processing Agreement (as amended by Section 42 of the Addendum to the Terms and Conditions) which states:

13.20 Early Termination Fee. If this AGREEMENT is terminated early either during the INITIAL TERM or any RENEWAL TERM for any reason other than set out in Section 5.1, 5.2.A or 5.2.B, MERCHANT agrees to pay an early termination fee (“EARLY TERMINATION FEE”) equal to the greater of $250 or $35 multiplied by the number of months remaining in the then-current term, in addition to all other amounts MERCHANT owes. MERCHANT agrees that the EARLY TERMINATION FEE is not a penalty, but rather is reasonable in light of the financial harm caused by MERCHANT’s early termination. Notwithstanding the foregoing, the early termination fee will not exceed the maximum amount set forth by applicable law.

Harbortouch values each merchant we serve, realizing that exceptional customer service is just as important as competitive pricing and innovative products. We are willing to work with **. ****** in order to make him a satisfied Harbortouch customer. If, however, **. ****** wants to proceed with cancellation he is welcome to do so, in accordance with the terms and conditions of his agreement. To discuss this matter further, **. ****** may contact **. ******* at ###-###-####.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
I should be able to terminate without a penalty considering i terminated before any equipment was sent and u sent it anyway! Will u waive the termination fee yes or no!

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/13/13, we ordered a POS system from Harbor Touch. We read the reviews on line and seemed to be the company to go with. We ordered the equipment from our sales rep **** **********, who was very helpful when we had questions and or concerns. We were told by **** that we would receive the system in 7 business days, that he had put a rush on it. We received a phone call from the programming department, and we were so informed that the system would take up to 3 weeks before they could get it to our store. We had informed the woman that had call that this was on a rush order per ****, and they only had 10 parts to put into the system as we wanted to enter it ourselfs, so we could learn the system. We got the system 13 days after we had talked to the programmer, we had called ****, he did not return our phone calls or emails. We called and left 3 calls and emails. The installer came to hook up the system and the first system did not work, he called Harbor Touch and they said they would overnight the parts, this took 2 days, he came back on the 3rd day and installed the new parts, to no avail, the new parts were bad as well !! We called Harbor Touch to express our concerns there customer service had sent us on a transfer go around, being transferred to 6 other people, to hear the same script, So sad, too bad. In the process of being transferred around, we were trying to call ****, and again, no answer or no responses to emails. We were told by **** that we would have some one from Harbor Touch that would be doing in house training, we found out that this was not true, that the training is to be done over the web. Again, not what we were told, and again, trying to get a hold of ****, to no avail.

Desired Settlement: We have had 3 people standing and waiting for this system to get installed as my company does cross training. We have had these 3 people in from the sales field standing around wasting 2 hours each time. I am demanding to be reimbursed for lost wages because of faulty equipment , I am not asking the for the moon, just what is do to me for lost wages. 12 hours of wages $ 240.00. This should be in a check form, I WILL NOT accept and type pf credit.

Business Response: Harbortouch does not do onsite training and the merchant was advised of such. The merchant took it upon himself to have staff on hand for training. Harbortouch has already absorbed a huge financial loss due to the merchant canceling the agreement after the equipment was customized and shipped. Harbortouch waived the ETF without any financial requests from the merchant as well even though Harbortouch was willing to work to resolve all matters. Harbortouch will not credit funds back without supporting documentation proving the hours and payment, nor feel the requirement is just. 

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Harbor touch delivered a system that was faulty from the start. THREE systems NEVER worked ! When we have new equipment put in, we have training done ONCE, so it is a one time charge and we do not have to pay to train on it again. We were told by **** that there would be hands on training, meaning in house. As this experience has proven, this is a horrible company. They stated they were kind enough not to charge us for canceling. WHAT A JOKE !!!! They could not even deliver  a working system. Lets keep in mind the contract says Harbor Touch would deliver a WORKING system, Harbor Touch is negligent in there own contracts.  I will not settle with this company until MY expenses are covered. If they want to see documentation, they should call, our attorney will provide it for them. Their response will go online with our complaints for ALL to see.


Regards,

**** *****








Business Response: Harbortouch has absorbed a substantial amount and feels that a claim for lost wages that are unproven is not a justified expense. Harbortouch did all in its means to resolve the issues the merchant experienced. As a result of the merchant remaining unsatisfied and equipment not functioning 100%,  we waived all cancellation fee's and credited back fee's that were already incurred. 

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Harbortouch has continued to try and draw funds from my bank account even when according to them my account is cancelled.

Regards,

**** *****








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/22/2014 Problems with Product/Service
3/22/2014 Billing/Collection Issues
3/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Harbortouch is a service provider regarding credit card transactions. I made a transaction on Jan14th 2014 for the Amount of $475.00 the transaction was deposited into my checking account on Jan16 2014 but the amount was $275.00 Called Harbortouch regarding the missing $200 and was told these funds were on a "pledge hold" of which there was no explanation given as to what this was. Since that time I have called a total of 7 times trying to find out why or when these funds would be released. 1st call ( on or about Jan 23rd 2014 )Was finally told that part of the held funds were for payment on the account fees ( $117.43) and that the balance would be deposited in my acct. within 72 hrs ( did not happen ) 2nd call: Told funds were on hold for 10 days and would be deposited then ( did not happen) 3rd call: Told funds would be deposited within 48 hrs ( did not happen) 5th call: Told funds were on hold for undetermined time minimum of 20+ days for "processing" 6th call:( 03/04/14) Told funds were still in undetermined hold time and in processing . I also requested that my account be terminated and was told that a form would be Emailed to me within 48 hrs 7th call ( today) Form was not sent and funds were still on hold saying that I owed $117.43. and that the form requested would be sent within 24-48 business hrs .... in the meantime while all this was going on I received a replacement upgraded C Card terminal from them and in todays conversation they are telling my I will probably be charged a fee for this terminal as I am terminating my my account They have successfully held my funds long enough now to accrue charges against my account and have been charging regular fees on my account since this debacle has been going on . I have asked for hard copies of the charges made against my account at least 5 times and have yet to receive anything

Desired Settlement: I want my funds deposited, and no charges against my account should exist beyond the Jan 16th date as whatever legitimate fee was levied against my account on JAN 16th should have been paid in full and the balance should have been deposited in my account at that time from the money held by them It has been from JAN 16 2014 up to this date March 07 2014 with no resolution

Business Response: The disputed amount and account has been resolved as of 3/18 and will be deposited into the merchants bank in normal funding time. The money was held to cover and collect rejected fee's which is outlined and agreed upon in the terms and conditions of the merchants account. 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: The reason for the hold as stated is misleading in that this is the first time I have seen or heard any reason for the holding of my funds other than a representative telling me ( on the first call) that the funds were in a "Pledge Hold" and upon request to define this hold  none of the service representatives in the 8+ calls made could offer one.

 Also numerous requests were made to receive a hard copy of any and all fees charged against my account and not one was ever sent as promised in the many calls that were made .

 These funds held were in an account used for purchasing parts etc for my business which is it's own profit center therefore  that money held for no apparent or defined reason denied  the ability of my company to make a profit on that sum of money.

Lastly the funds were put on hold on Jan. 16 2014 until March 18 2014  This is in violation of Regulation C.C. according to the FTC ( Federal Trade Commission) representative I discussed this matter with and also submitted a complaint to regarding Harbortouch practices.  I also feel I am at least owed a written apology from this company  who will after  many, many  years  will no longer have me as a customer

Regards,

****** ****







BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/17/2014 Billing/Collection Issues
3/14/2014 Problems with Product/Service
3/14/2014 Problems with Product/Service
3/2/2014 Problems with Product/Service
2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has charged me a $250 early termination fee. In the contract I have signed and they have provided it has no such clause. The contract was for 5 years and it has been 8 years. Since it is a credit card processing firm they have direct access to my company's bank account and have unlawfully withdrawn the money. I sent in a letter asking them to provide me with information about the late fee and they went ahead and closed the account I have with them and withdrew $250 from my account. I have not signed the termination agreement and so thus have not authorized them to take out such funds from my account. In my opinion, its equated to a theft. Everyone that I have spoken to has claimed the account is closed so they wont discuss it. This all happened on 02/04/2014 and 02/05/2014.

Desired Settlement: I'd like them to refund my $250.

Business Response: The contract does auto renew once the initial term is up and continues to renew based off the terms in the contract and underlining terms and conditions. However in this case Harbortouch will write off the balance due. The merchant put a stop payment on the withdraw, hence no refund will be issued, just write off the balance that is in collections. 

 

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

There is no signed contract stating the contract auto renews. Plus no termination agreement was signed!


Regards,

***** ***








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

2/20/2014 Problems with Product/Service
2/17/2014 Advertising/Sales Issues
1/28/2014 Billing/Collection Issues
1/9/2014 Billing/Collection Issues
1/2/2014 Problems with Product/Service
12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint because we have received a POS computer system from this company and after setting it up it does not do what we were told it would. After many calls and emails from me to Harbor Touch, I have heard nothing back from them. I want to return the item to this company and get refunded the fees that they have charged us. We believe the system does not meet our needs as we were told it would. I have emails and phone calls that have not been returned to me from this company.

Desired Settlement: We want to return the POS computer system to the business and get a full refund of the fees that were charged to us.

Business Response: Customer has had POS system installed since 9/17/13 and has actively been using. The last correspondence with our support team was 10/29/13 in regards to setup, not functionality. This attempt is clearly buyers remorse. If merchant wishes to cancel full ETF will apply. The merchant has access to our 24 support team and I ask that all issues and requests be discussed with them. The merchant claims its not what they wanted as it does not do what they need, but I see no attempts and logs corresponding with our support team. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because: I have contacted the support team and have names of employees I've spoken with.  I would like an address of whom I need to mail the system back to and an estimated date of when we should receive a full refund of debts that were charged to us.  



Regards,

*** ********








Business Response: I have no records of communication and if the merchant has I would like a copy and what was discussed. Harbortouch wants to help solve all issues however the merchant must cooperate in order to do so. The return of the equipment will not void the contract and the contract remains in effect to the fullest. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We as ******* (an apparel retailer) signed a contract for a POS system on May 21st, 2013. We were told that it would take 6 weeks for them to prepare the system and deliver to us. In the interim we were promised a credit card machine that could be returned when the POS system arrived.Issue 1:The credit card machine did not function for more than 10 days. When we contacted tech support, we were told the issue was with our phone service provider (*******). ******* told us that their service was without issue and that the problem lay with the credit card machine provider. Despite numerous follow ups the issue was never resolved!Issue 2:The POS system was not shipped till July 27, 2013, nearly ten weeks after signing the contract and after 4 weeks of delay. The system that was shipped to us was obviously used with numerous dings and scratches. The inventory (that was supposed to be uploaded by the Harbortouch technical team based on information provided by us) had been only partially uploaded - leaving out nearly 500 items. When complained, we were first told that we were wrong and that we had been shipped a new system and that we had not provided complete inventory lists. When we insisted, and got the original sales person on the phone. She asked us to send images documenting the scratches and dings as well as the original inventory list. We were told that she would get us a new terminal. After sending the required documentation, we waited a further two weeks without any contact from Harbortouch. When we called in we were told that the inventory had been completely uploaded this time around, but there was no response to question of replacing the terminal. When we have requested them to cancel the contract, we are told that they can cancel it but we would still have to pay all the fees due for 5 years (the term of the contract). They are also refusing to refund the fees for the months where there was no service because either we did not have the POS system or it was not usable.

Desired Settlement: Refund of all fees paid so far and a cancellation of the contract without us having to pay any further fees, because it is Harbortouch who have not provided services for which the contract was signed. Also, Harbortouch should collect the equipment lying with us at their cost.

Business Response: Harbortouch has everything requested and the information provided in complaint is not completely accurate. The system does in fact take a few weeks to complete and prepare in order to install, merchant was advised at beginning of relationship, hence the standalone terminal. In the meantime a terminal as the merchant outlines in complaint was in fact sent and used by the customer. There is only 1 call into our support team regarding stated terminal, asking for information on the terminal password. The merchant claims said terminal was only working for a total of 10 days, however Harbortouch has activity on that terminal at the end of May (time of setup), June, as well as activity in early July. The POS was installed based off the information provided. the information that the customer claims that was missing was in fact not provided. Once that was provided customer, we quickly moved to correct. However during said period, customer did inquire about contract and did express dislike for the 60 month agreement that they agreed upon. Asked to buy out the equipment outright, which is not possible. Eventually customer switched to a competitor. There is a documented complaint of a "dinged" monitor, which in no way will prevent use. If that is the only complaint Harbortouch is more then willing to work with merchant to replace, however the contract the merchant agreed to is the responsibility of the merchant to fulfill and the merchant will be held responsible for any ETF that applies due to there cancellation.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

 
Harbortouch's response is not only not factual but also contains some outright lies that we can support with relevant documentation.
 
Fact 1
We were indeed provided with a stand alone terminal. However, as I stated in the complaint, it did not function smoothly beyond ten days. Because of a lack of any willingness on the part of Harbortouch to solve the problem, we were forced to find other means of payment processing. So yes there will be a few payments in July and August (through the stand alone terminal). But there will be more payments via alternate processing means such as the square reader and  our credit card terminal brought in from our other locations, because Harbortouch's stand alone terminal was not reliable

Fact 2
We have not signed up with a rival merchant service provider. We do use alternate methods of payment. But then we are a running business. If harbortouch fails to provide the needed payment processing services, we cannot stop accepting credit card payments. When the initially provided credit card machine started malfunctioning, we resorted to processing store payments through our ecommere website ***************  so that we did not have to turn away customers wanting to pay via credit card. However, pretty soon after that we started using a square card reader. However, our use of a square card reader did not occasion or necessitate our problems with Harbortouch. For our other location in ******** Mall we continue to use both the square card reader and a credit card terminal provided by a different provider with whom we now have a nearly two year old relationship.
 
Lie 1
Harbortouch is stating that we made only one call regarding the password. In fact, we made more than one call when the stand alone system started malfunctioning. As a small business, we do not record all calls we make, so I am not sure how to provide proof to repudiate this lie.
 
Fact 3
We were told at the time of signing the contract that it would take up to six weeks to deliver the POS system. From the time the inventory was mailed to them, to the time of delivery of the POS system, it actually took over 6 weeks.

Lie 2
Harbortouch are denying receiving the full inventory list. It was mailed on June 20th to *** ******** ****** at ***********************. The entire inventory was mailed to Habrortouch, albeit on two separate sheets of the same excel workbook (accessories and apparel). The harbortouch team only uploaded one sheet - accessories. Whereas they did not pay due diligence while doing their bit in uploading the inventory, and whereas I can provide original emails and files, and/or access to my computer to a third party computer expert, to prove that all inventory was in fact sent to them as stated by me, instead of accepting that they made an error they are now denying receiving the complete inventory list.
 
Fact 4
Harbortouch did in fact add the inventory later on, once we complained. However, there was no information from them to let us know that it was done. It was assumed by them that we would keep checking to see if and when they would upload the rest of the inventory. It was only when we called again, that we were told that the inventory had been uploaded. By then it was already mid-September and we were extremely unhappy about all the fees we were being charged when we were not being the provided the promised services (we had been paying fees for four months by then, without getting the promised services).
 
Fact 5
The day the POS system was set-up, we called up ******** ****** and complained about the condition of the monitor (please see document attached). This while their technician was still here. The lady insisted that it was a brand new monitor. She said that the only use we saw on it was from their testing the credit card swipe. As anyone can see from the attached document it is not the case. I am sure Harbortouch will have a record of this call in their system. The lady kept insisting that it was a new monitor. Whats more her tone was rather rude and insulting. Later on when we sent a written complaint to the sales person (****** *******) who initially sent us the contract, she said (over the phone) that she would try to get us a new monitor. But nothing was done on that account.
- At that stage, yes we were very unhappy about the lack of response from the company and we did talk about being unhappy about the 60 month contract. 
 
Now that the complaint has been officially made they state that the condition of the monitor should not be an issue and that they are willing to replace it. However, based on our interaction with them so far we are no longer willing to work with them. 
- We are a high end clothing store. We will not keep a battered, obviously much used monitor in our store.
- We will not work with a company that completely and repeatedly dismisses our concerns and instead of admitting their error, treats our company in such a 'couldn't care less' manner, not the least because it tells us that if ever in future we have any more problems with their system, their help desk will be of no help and the company representatives, instead of solving our problem with resort to calling us liars.
 
Finally, I would like to unequivocally like to state that as a business we are not in the habit of reneging on duly signed contracts. Evidence our relationship with our other merchant service provider, which started more than a year before we started dealing with Harbortouch. That relationship continues to stay strong, because the company provides service and support of the highest quality and there is a mutual respect in all business dealings.
 
I would therefore request that all the equipment which is taking up precious space in our store, be removed by Harbortouch, demurrage charges paid as of October 1, all fees paid so far to the company be refunded and the contract cancelled.
 
Regards,

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








Business Response:

I have answered the following articles with responses proceeding each: reference Italics. 


I would also like to reference an conversation held between the customer and a representative from Harbortouch on 8/27/13. Below is a call note left based off said conversation. Its clear the merchant was not happy from the start, however it also shows that we worked with him to help alleviate all concerns and at the time of call there were no issues. The merchant upon ending this call appears to be satisfied and soon after merchant requests to cancel. 

Reason for the call: He received a "used" machine. I asked him what makes him think it's "used" and he said the Card Swiper has been used and he said it's running Windows 7.

Resolution: Explained that he has Windows XP - he checked and it is Windows XP. Explained why we use Windows XP - he understands now

> Asked if his Card Swiper is working, he said it's working.

Merchant wanted to know how to turn off the system since it does not shut down from the start menu

> Explained how to manually turn his Elite terminal off using the power button on the back of the screen

Merchant said it gets super hot and thats why he wants to turn it off. I advised that the machines do get hot over time, that's relatively normal.


Harbortouch stands firm that it has acted with accordance to the contract and the attached terms and conditions. If the customer wishes to move on from Harbortouch, the FULL ETF will apply. 

 

Fact 1

We were indeed provided with a stand alone terminal. However, as I stated in the complaint, it did not function smoothly beyond ten days. Because of a lack of any willingness on the part of Harbortouch to solve the problem, we were forced to find other means of payment processing. So yes there will be a few payments in July and August (through the stand alone terminal). But there will be more payments via alternate processing means such as the square reader and  our credit card terminal brought in from our other locations, because Harbortouch's stand alone terminal was not reliable

 Harbortouch: Harbortouch has only 1 recorded call and nothing that would be considered a complaint for the standalone. Harbortouch does not lack any willingness to solve any and all issues and as I have stated previously, Harbortouch will do all it can to stabilize this merchant account. The fact is the customer ran transactions through our system. Whether they were in blatant violation of Visa/Mastercard regulations and processing on an alternate processor, is not relevant given the fact that the merchant had and used the ability to process with Harbortouch. 

 

 Fact 2

We have not signed up with a rival merchant service provider. We do use alternate methods of payment. But then we are a running business. If harbortouch fails to provide the needed payment processing services, we cannot stop accepting credit card payments. When the initially provided credit card machine started malfunctioning, we resorted to processing store payments through our ecommere website www.vasstra.com  so that we did not have to turn away customers wanting to pay via credit card. However, pretty soon after that we started using a square card reader. However, our use of a square card reader did not occasion or necessitate our problems with Harbortouch. For our other location in ******** Mall we continue to use both the square card reader and a credit card terminal provided by a different provider with whom we now have a nearly two year old relationship.

 Harbortouch: Square is a merchant service provider. Customer has mentioned in this complaint numerous times your relationship with Square and another provider. 

 

Lie 1

Harbortouch is stating that we made only one call regarding the password. In fact, we made more than one call when the stand alone system started malfunctioning. As a small business, we do not record all calls we make, so I am not sure how to provide proof to repudiate this lie.

 Harbortouch: Harbortouch has only 1 recorded call for this particular terminal. If there were an error that needed to be corrected, Harbortouch would of actively and aggressively strived to resolve. However our support department can only work issues that are presented. 

 

 Fact 3

We were told at the time of signing the contract that it would take up to six weeks to deliver the POS system. From the time the inventory was mailed to them, to the time of delivery of the POS system, it actually took over 6 weeks.

 Harbortouch: The merchant did not submit the required inventory to Harbortouch until 6/21. The programming of the system could not start until that time. So yes the installation process was delayed significantly but this was due to the time frame it took for Harbortouch to receive all required information.

 

Lie 2

Harbortouch are denying receiving the full inventory list. It was mailed on June 20th to *** ******** ****** at ***********************. The entire inventory was mailed to Habrortouch, albeit on two separate sheets of the same excel workbook (accessories and apparel). The harbortouch team only uploaded one sheet - accessories. Whereas they did not pay due diligence while doing their bit in uploading the inventory, and whereas I can provide original emails and files, and/or access to my computer to a third party computer expert, to prove that all inventory was in fact sent to them as stated by me, instead of accepting that they made an error they are now denying receiving the complete inventory list.

 Harbortouch: the merchant did submit an inventory list and that list was the one used during the setup process. The merchant later complained of missing sections, and when referenced to the prior submitted sheet, that information was not present. Harbortouch then asked the merchant to provide the missing detail, once received we uploaded for the customer and deemed the issue resolved.

 

Fact 4

Harbortouch did in fact add the inventory later on, once we complained. However, there was no information from them to let us know that it was done. It was assumed by them that we would keep checking to see if and when they would upload the rest of the inventory. It was only when we called again, that we were told that the inventory had been uploaded. By then it was already mid-September and we were extremely unhappy about all the fees we were being charged when we were not being the provided the promised services (we had been paying fees for four months by then, without getting the promised services).

 Harbortouch: 8/30 Harbortouch reached out to merchant to complete the installation and action was needed by merchant. A message was left with a male employee. Same day, upload was completed.   


Fact 5

The day the POS system was set-up, we called up ******** ****** and complained about the condition of the monitor (please see document attached). This while their technician was still here. The lady insisted that it was a brand new monitor. She said that the only use we saw on it was from their testing the credit card swipe. As anyone can see from the attached document it is not the case. I am sure Harbortouch will have a record of this call in their system. The lady kept insisting that it was a new monitor. Whats more her tone was rather rude and insulting. Later on when we sent a written complaint to the sales person (****** *******) who initially sent us the contract, she said (over the phone) that she would try to get us a new monitor. But nothing was done on that account.

 

Harbortouch: As stated in my previous reply, Harbortouch is willing and has always been willing to replace the monitor. That offer still stands.

 

-    At that stage, yes we were very unhappy about the lack of response from the company and we did talk about being unhappy about the 60 month contract. 

 

Harbortouch: merchant did sign and agree to that contract length upon signing with Harbortouch.

 

Now that the complaint has been officially made they state that the condition of the monitor should not be an issue and that they are willing to replace it. However, based on our interaction with them so far we are no longer willing to work with them. 

-    We are a high end clothing store. We will not keep a battered, obviously much used monitor in our store.

Harbortouch: Again, I’ve stated that the equipment can and will be replaced to satisfy complaint.

 

- We will not work with a company that completely and repeatedly dismisses our concerns and instead of admitting their error, treats our company in such a 'couldn't care less' manner, not the least because it tells us that if ever in future we have any more problems with their system, their help desk will be of no help and the company representatives, instead of solving our problem with resort to calling us liars.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

I will touch upon two aspects of Harbortouch's response. 

 
1. Harbortouch admit that we made a phone call regarding the fact that we were not happy about receiving a used monitor. However, there is no response to the document which shows the dings and marks on the monitor (not limited to the card swipe - these are all over the monitor). Is Harbortouch still maintaining that a new monitor was delivered to us?
 
2. It is an outright lie on Harbortouch's part that we did not email the complete inventory list in the first instance. In the face of such blatant refusal to admit they were mailed a complete inventory list in the first instance, we are not sure if there is any point to this correspondence. Is there a way a third party computer expert can check Harbortouch's mailbox to verify whether they received the complete inventory list of not?
 
Once these two issues are resolved we can discuss all other issues.

Regards,

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








Business Response: As stated in previous rebuttal, merchant can reference "Fact 5" and Harbortouch's response regarding the monitor. No where does it state that we swapped, but clearly outlines our desire to do such if that is requested. As for the Inventory, On 6/4 merchant contacted and spoke with ******** ******, at which time the merchant confirmed that they would provide on 6/14. However Harbortouch did not in actuality receive the inventory until 6/21. Those are the facts that Harbortouch has documented.

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

 
Harbortouch are deliberately trying to confuse the issue. I repeat my questions.
1. Did they supply us with a new terminal? If so how do they explain the dings and marks as documented in the pdf I have sent to them and provided to better business bureau?
2. When I sent in the inventory on 6/21, I sent in the complete inventory list. Harbortouch/Charlene uploaded a partial inventory. Harbortouch has since claimed that the fault lay at our end, in that we did not provide the complete inventory list. My question is - On 6/21 did they not receive a complete inventory list? Can they prove that they did not receive the complete inventory list? And if they did in fact receive the complete inventory list (which is easily proven), why are they trying to prove that the partial upload of inventory was somehow our fault?

Regards,

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








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our Company went out of business in early March (****** **** ********) but we called Harbor Touch in early September 2013 to cancel our service and account because it was not longer in use, so we ask what was the last amount due until that day so we can pay it, they told us the amount of 50.87 $ so we sent the check and i got proof from my bank that the check was cashed. Now is early December and we found many bills from Harbor Touch since October ( bill was 22.00$) but all the amount due for December is 91.00$ and they are threatening us to send us to collections. So I called Harbor touch and i tried to fix this matter and trying to understand why if we CANCEL this account in early September they still charging us , So they tell me that the account still open and if i don't pay they will send me to collections, after explaining to the customer representative that we already did pay the last bill back in September, he tells me that we never cancel it that we didn't sent a form with our signature, I understand completely for company policies but in early September when we called to cancel nobody told us about this form, they just told us to send the last payment and they would cancel it for us. The person i talked now in December 4th ( ***** , ID# ***) told me first that the amount went from 22.00$ ( bill in october) to 91.00(bill in December) because the account was open and went up, when he told me that, i expressed that why would I pay for that amount IF i cancelled the service 3 months ago and it was no our mistake ,we paid the last amount and closed the account, ****** is out of business. Then he tells me that that amount(91.00) is from back in July and august and i told him that when we called in September they told us the 50.87$ was from those months and then he says that the account has been open since February and the amount comes from those months. I like to do things right and we take really good care of our credit but this company is really unprofessional and extremely unorganized , is their Job to keep track of this bills, is just impossible to understand how my balance that got to 0.00 in September when i paid the last amount due 50.87 and now they say the 91.00 is from months earlier .

Desired Settlement: We need this to get fixed , my balance should be 0.00 . is just not fair to charge us for their mistake. And a account cancellation is a must.

Business Response: The account was indeed closed in September and it was closed by Harbortouch. The fee's that are in question are from a balance prior to that closing. I do not see record of the stated check and if the customer can present proof of such payment and what the payment represents that would certainly be useful. Otherwise the balance due will stand. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our company, *** ******* ******* Restaurant, for which I am the owner of, had intentions of using and having Harbortouch as our Credit Card Processor. The offer was a free POS system for which we would pay a monthly service fee to have the system maintained and honored for service, repairs, customer service, free support, and also have the credit card processing. We sent our menu to be programmed and was told we would have an on site programmer and trainer on the day of installation. On June 3, 2013, the installer for Harbortouch showed up, but was over 4 hours late. He did not show up with any tools of his own and with borrowing our tools, he proceeded to install the equipment. During the install we had no one onsite to train us. We were told it would be a smooth transition from our current POS system to the new one from Harbortouch. We are an active business that relies and functions on the POS system. We can't process orders or take payments without our POS system up and running. The installation did not get completed on the first day. Day 2 came and we waited with no one showing up until about 4 pm. During this process I was in contact with Harbortouch and expressed my concern and dissatisfaction. We were losing business because we did not have an operating POS system in place. The installer had removed our current POS system and did not complete the installation of the new POS system from Harbortouch. By day 3 we were still not operating fully. The installer had it incomplete and our menu that we had sent in for progamming was not even complete! At this time we decided to terminate the installation. We reinstalled our old POS system ourselves and told Harbortouch that we were not continuing the installation. We never got to run the system fully. We ran tickets only one day but it was not fully operational and installed. We asked for everything to be canceled. We returned all equipment and are not using Harbortouch. I have tried to contact numerous people in customer service about the maintenance agreement, yet they continue to bill and draft our checking account each month for $354 and a monthly service fee of $7.50 for the credit card processing. WE DO NOT EVEN HAVE THE EQUIPMENT! We never signed a completion of the installation and yet we are being charged every month!

Desired Settlement: To have the agreement cancelled and terminated! To stop drafting our checking account! Refund us what has already been taken out.

Business Response: Sending the equipment back does not eliminate or cancel the binding contract the merchant agreed to at the onset of the relationship. The merchant was sent a cancelation form, however said for has not been sent back Harbortouch. Given the industry and the great potential for fraud, we absolutely must receive back a signed cancellation form from the owner of the account. Until that process is completed, the account will remain open and fee's will be assessed based of the contractually scheduled fee's due to Harbortouch. If the merchant wish's to cancel the agreement, please complete the cancelation form and return to the number listed. If the customer needs assistance, they may contact our customer service department. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

Yes I have received the cancellation form and discussed it many times with Customer Service.  I was told if I sign the form and submit it, we would be charged a termination fee, which the form states also.  We do not agree with the termination fee.  We never signed a completion of the installation because the installation was not completed.  The agreement can't be executed without a completion of equipment yet we are being charged and then told we will be charged a termination fee if we send in the cancellation form.  We did not use the equipment to be charged a maintenance fee.  We don't even have the equipment to be charged a maintenance fee. How can you charge a maintenance fee when we are not in possession of the equipment.  The form needs to state no termination fee to be applied.  The lacking on Harbortouch's end does not constitute our company paying for a product that we did not receive as stated in the initial agreement.  We did not receive the proper equipment, programming and installation, which led to us returning the equipment and ceasing business with Harbortouch. 

Regards,

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

Business Response: Equipment was installed on 6/4/13 and the customer utilized the system and processed transactions for 3 consecutive days on the system. Harbortouch can show the evidence upon request. It seems there were small issues out of the gate all of which were correctable. There were also minor training questions throughout this time period. Shortly after the questions regarding the reports the cancellation request was generated. The customer appears to have had buyers remorse and was unwilling to work with us to resolve all the issues they claim to have been experiencing. At this point the merchant is adamant on the return of the equipment, thus the ETF that was agreed to and signed by the merchant upon agreement of our services, must and will stand. 

 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

You state that you are adamant about us returning the equipment.  We HAVE returned all equipment and did so by our choice.  We initiated the return of the equipment and have proof of all returns.  We did utilize part of the system as I had stated in previous statements.  However as I stated the install was never completed.  We only performed on the POS stations that were put into place for us to begin using.  Upon utilizing the system we experienced inadequate programming and NO training.  We were even at a point as I stated before that we were not even able to process anything through the POS system and our old system had been removed.  We were non functional to take orders and had to process everything by hand, which I have proof of as well.  The questions regarding the reports that I placed to customer service has no bearing on our cancellation.  We do not have buyer's remorse.  We gave Habortouch adequate time and chances to work on the issues we were experiencing.  We waited from the beginning for the installer to arrive on time.  He was late from the initial visit and showed up around lunchtime and expected to remove our old system during lunchtime and install 6 new POS stations while we were trying to run our business.  I asked the installer, our sales rep and even called customer service about returning on a different day and to perform the installation before or after we open/close.  We were told that was not an option that installations are not made according to our schedule but theirs.  So we preceded with the installation and the installer did not have his own tools and would borrow our tools and our sales rep would run to the store to get needed tools and material.  The installer would leave during the install and told my associate that he had to go pick up his girlfriend and left his cell# if we needed him to never return.  Our sales rep would stay and try to help with the programming that was needed because it was not programmed properly from the beginning. My associate was the one who stayed after hours and worked on the programming. We never had a functional installed and running POS system.  Come Friday, our busiest day and we were still waiting on the installer to show up and complete the install is when we decided enough was enough.  It had been 5 days and still waiting.  We put our old system back in place and informed our sales rep that we were returning the equipment.  We had many other issues that I have not mentioned and I have many witness to attest of the events that took place.  I simply can't understand how and why Harbortouch can say that they honor and stand behind something as what happened.  IF we are going to be charged the QTRLY maintenance EFT, then I would say we should have the equipment in our possession. We don't.   How can you charge us for something we don't have.  I understand we signed the agreement, but the agreement is in default due to the improper and incomplete installation.  We have an agreement signed but no equipment to have the agreement to support. 


Regards,

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

Business Response: The issues and severity the merchant claims to be true have not been relayed to harbortouch at any point beyond this complaint. The basis of the buyers remorse is based off an email received on 6/24 to an individual within Harbortouch from an individual named ***** *****. She states that in said email the reason for return as being that the system was just not for them. I've pasted the content of said email below. The fact is the equipment was installed and usable given the presence of processing on the account. If the system was not usable, how would the 268 processed transactions for the month of June been possible? Harbortouch has performed well within the lines of the agreed upon contract, thus the ETF that is in question is applicable and the responsibility of the complaining party. 

 
 
 
Email aforementioned:
 
 
Hey ******:
 
Thank you for the proposal you provided us regarding the POS system.  After consideration ****** has decided to decline and proceed with the cancellation.  
 
I am sorry this did not work out for us.  Every business has their own creditianls and we feel that this system is not for us.  Thank you for your assistance and understanding.  You have been very kind and helpful concerning this situation.
 
Please forward this to the appropiate person to cancel.  
 
Also we are due a credit of $354.00 for the withdrawal that took place on 05/31/2013, which was taken from our account before the installation even began.
 
 
Best Regards,
 
***** *****
*** *******
###-###-####

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

I HAVE ATTACHED TWO FILES.  One is an email that we received from Harbortouch Installation for us to complete the form and send back in to confirm and finalize the installation.  This was never signed and returned because the installation was not completed.  I have attached the document to this complaint as an attachment.  We never authorized nor signed the EFT agreement.  The second attachment is a "POS ACCOUNT SETUP FORM", which is what was signed. This form was not an authorization to deduct EFT from our checking account.  The EFT withdrawals that have been made by Harbortouch are not authorized.  


Every issue that I have stated in this complaint had been brought to the attention of Harbortouch through customer service.  Many conversations took place between us and our Sales Rep, **** as well as **** ****, ****** (ext ***), **** (ext ***) and *** (ext ***).  There is no dispute regarding the email you provided that was sent by *****.  The system was not for us for the fact that installation was never completed and the programming was not suite for our business.  She was being very polite and honest.  I have copied and pasted emails we received  explaining the stages of the installation.




Dear ****** **********,

 Thank you for choosing Harbortouch as your Point of Sale solution!  We would like to welcome you to first stage of the installation and training process, and the final step of your journey to enjoying our system and services!  Currently, we have you scheduled for your installation on:

 Monday June 3rd 2013 @ 8:30 am EST
 

Once completed, the technician will have you confirm with the remote installation team that you are satisfied with your On-Site Overview of your equipment.  We then strongly recommend you call Harbortouch to schedule a 1 hour Advanced Training session. 

 

This training session can be custom tailored to explain any features you may have questions on in detail.  To better suite your questions in complete detail within the time alotted, we do suggest organizing and pin-pointing the features you desire to be trained on, prior to scheduling.  If you are not sure what features you need to know about, the trainer can tailor your training to your business needs and discuss what features will be most crucial to you. 

If you have any further questions or concerns, please feel free to let us know.  We look forward to servicing your business needs for a long time in the future.  Again, thank you for your business!
 

regards,

 *** ******

Harbortouch Technician Coordinator  

 2202 North Irving Street | Allentown, PA 18109

Phone: ###-###-####| eFax: ###-###-#### | ***********************



Harbortouch Installation
To Me
Jun 3

Send. Sign. Done.
 

Attached is Your Copy (Cc) of *** ******* ******* RESTAURANT Installation Agreement

Harbortouch Installation has copied you on *** ******* ******* RESTAURANT Installation Agreement. After all participants complete the document you will receive a final PDF copy by email.

To: ***** Team
From: Harbortouch Installation (harbortouch)

Please review and sign *** ******* ******* RESTAURANT Installation Agreement.

Click here to view this document online in your EchoSign account.

Why use EchoSign:

  • Exchange, Sign, and File Any Document. In Seconds!
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The installation was never complete.  The email from *** states that once the installation is complete,  "the technician will have you confirm with the remote installation team that you are satisfied with your On-Site Overview of your equipment. ".  This never happened.



Regards,

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

Business Response: Please see attached document and reference bottom portion. Merchant signed and agreed to honor and agree to all aspects of the contract by signing. As seen, merchant signature is present thus the approval of the application/contract and is legally binding. Harbortouch is at a large financial loss to begin all relationships, thus the ETF must be applied and fully enforced. In this case the merchant, as stated in previous responses, admitting to the system not being what they want. That does in no way void the agreed terms of the contract nor waive any fee's. If issues are present Harbortouch has and will continue to offer support. Merchant is responsible for full ETF and if not paid upon termination, collections attempts will pursue. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

As I have stated and have proof of, we do NOT have the equipment.  All equipment was returned.  You state in your response if issues are present that Harbortouch will continue to offer support, yet we do NOT have any equipment of Harbortouch for you to support.  Also as I have attached the following form that was emailed to us was never signed and returned to Harbortouch because the installation was not completed!


Regards,

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

Business Response: The form provided is an electronic form which is capable of being regenerated with no information and has no legal binding of the actual contract. The merchant used the system to process, which in effect initiates the original agreement and begins the binding terms. However, Harbortouch is willing to settle this complaint with a reduced fee. The current ETF is for the full term remaining on the contract, which equates to $472 x 59 months (minus 1 month of install) = $27,848. Harbortouch is willing to settle for a fraction of that cost and the amount of $4,000. Harbortouch has invested a large amount of time and resources since time of inception and this sum is to recoup some of the enormous loss we would take letting this merchant out of the 5 year legally signed commitment. If merchant does not accept this counter, the proposed amount will no longer be a valid offer. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We are a company selling fireworks. We accept Visa/MC/Discover and American Express from our customers. We have several different locations in CA and OR. On June 25 of 2012, we called Harbortouch technical support at ###-###-#### and asked them to activate our credit card terminal to accept credit cards. The technical support representative looked us up and confirmed our business name and location and proceeded to program our credit card terminal over the phone with brief instructions. After the programming was completed, tech support confirmed everything was working fine. From our experience the credit card terminal was working normally, the credit cards were approved and a receipt was printed for the customer to sign. Everything seemed normal, however we did not see any deposits going through to our bank account. We called in to technical support again on July 6 and asked them to find out why we were not receiving deposits. They ran some tests and discovered that they had used the wrong merchant account number to program our credit card terminal and none of our transactions were going through correctly. Technical support apologized for their mistake and they said they were going to be able to rekey all of the credit cards themselves into the correct merchant account. After a few days, technical support confirmed they had successfully rekeyed all credit card transactions. What they did not tell us is that there were 44 transactions totaling $2221.78 in declined transactions when they tried to rekey the credit cards manually. We were not aware of any declined transactions since we did not rekey the transactions ourselves. It was Harbortouch who manually rekeyed the credit card transactions. We did not find out until January 2013. Our bank deposits did not match up to our expected sales for all of our locations and we called customer support several times to send us data on all account for deposits. It was not until January of 2013 that technical support was able to confirm that they had made a mistake and proceeded to try to rekey the previously rejected 44 transactions. Of the $2221.78 that was rejected, only $638.58 was successfully recaptured. To date $1583.20 is still unaccounted for. We have contacted Harbortouch through our representative numerous times since February. They have confirmed the mistakes they made and tell us the matter is pending with upper management for the last several months. We have been waiting patiently for 9 months and we need to have our funds of $1583.20 returned to us immediately.

Desired Settlement: $1583.20 returned to us immediately. Merchant account #**********

Business Response: When the error occurred Harbortouch worked closely with the merchant to correct all funds. Merchant then verified all was accurate. A short period later the merchant inquired about another aspect which was found and corrected. The merchant agreed all was satisfied and no further issues. A few months then passed when the merchant inquired about missing funds. At that point the time frame was already exceeded and Harbortouch did all that could be done to salvage the funds, unfortunately due to the time frame and the merchant inability to provide the necessary information all funds were not recoverable. Harbortouch has done all that was requested and worked within the time restraints the merchant demonstrated. This is also evident in the fact that this complaint again arises over a year after the underlining events. Harbortouch as directed in past conversations is not going to refund the money and the merchant must accept some responsibility in the past issues. Harbortouch has already taken a large financial hit with past refunds to satisfy this merchant. Emails with past correspondences can be provided to demonstrate Harbortouch willingness and the merchants agreement that all is met. 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The business was switched over the end of June to new owners. Since then I have been billed several times and paying the company 2 payments. 1 payment for 96.00 and some change and another bill for 102.25. when I received another bill I called the company asking why I am still getting billed and was told that the system was not canceled. I told them that this was handled by the sales Rep (**** ********) the end of June.They told me that she transferred the system but did not cancel the service agreement. Due to this being no fault of mine they said that they would credit that payment and email me a cancellation form. I signed the forms & sent them back to them. They also said that they would refund us the payment of 102.25. That was on Sept. 26,2013. I have called them 4-5 time asking about my refund check and all I get is to leave a message an that they would get back to me. Received an e-mail Oct. 21,2013 telling me that the number on file is not reachable. I have called them 3 time since then leaving a number for them to call me and still have not received a call. Today (10/25/2013) I received another bill from them stating that I owe them 82.00. Calling them today, I asked to speak with a supervisor, was told that a supervisor was not available for me to speak with but that they where told that they would credit this bill. I asked about the refund check and was told that it was sent out 2 days ago.

Desired Settlement: I would like any monies that I paid them since the end of June.

Business Response: On 10/1 the customer worked with a customer service supervisor, the amounts that were outlined in this complaint have already been credited and paid back to customer. The funds archived on our system 10/2 and the customer has funds. If customer is looking for more funds, then I would need evidence of such for as it stands we are whole. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/16/2013 ***** ********* comes into my office to get me to sign up for HarborTouch Merchant Services. I have ***** fill out a form for me specifically asking what the Application and Setup Fee, Termination Fee, PCI Complaince Fee, and Non-Comp***** Fee are. ***** puts $0.00 for each of these. I also ask ***** what the early Termination Fee is, he says $0.00. I have ***** on security camera’s filling out the form in my office. ***** gives me great rates, but with the catch of a $60 per month for 60month equipment rental agreement. On 10/23/2013 we receive the Rental Equipment and a number to call to activate the equipment lease. I read through the lease and am very uncomfortable with signing a 60month lease, especially after reading all of the hidden charges. I call ***** ********* (cell ###-###-####, work ###-###-####) and ***** ****** (Cell ###-###-####, Work ###-###-####) (*****’s assistant), neither person answers their phones so I send them an email. ***** replies that the termination fee is $798.50. Including a $125 application fee, $11.00 setup fee, $295 programming fee, $145.00 encryption fee, $210.00 PCI compliance fee, and $12.50 starter kit fee. On 10/24/2013 I send ***** ****** a copy of the form that ***** ********* filled out in my office stating that the Termination Fee is $0.00 and that I owe them nothing for terminating the account. I ask ***** in every email where to send the Rental Equipment back to and after 5 attempts (email and phone), I give up and call the HarborTouch ###-###-#### Customer Service number and am given the address of 2202 North Irving Street, Allentown PA 18109 to send the equipment to. I ship the equipment off on 10/25/2013 with a copy of my Merchant Account number, a copy of the equipment rental cancellation form, and a copy of the form which ***** ********* put down a $0.00 Termination fee. On 10/24/2013 I also call Harbor Touch at ###-###-#### and ask them to send over a form to cancel my account. They say that I will owe a $35 monthly fee for the next 60months of my contract. Not only is this no-where in my contact, but once again ***** ********* told me there was a $0.00 termination fee. I tell them to go ahead and send over the form and that I will be crossing out the monthly fees, but I definitely want my contract cancelled. I leave a message with the Administrator, but never receive a call back. I also fax a copy of the form ***** ********* filled out to ***********. 10/25/2013 I send ***** and ***** an email stating that I want the account closed promptly, I owe nothing for terminating the account, and that any charges incurred as a result of them not closing the account are their (***** and *****) responsibility. 10/28/2013 I call Harbor Touch again and talk with ******* at ###-###-####, extension 246. Explain the entire situation to her and she says that she will send over the form to cancel my account, since I never received one on 10/24/2013. I also send ******* a fax of the form ***** filled out (she says there is no record of a fax on 10/24/2013), I fax it to ###-###-####. I have wasted lots of time closing this merchant account and would like this matter resolved at the Termination Fee of $0.00 that ***** ********* (the HarborTouch Sales Representative) told me and wrote on the form in my office. I would like for him to honor the $0.00 Termination Fee that he told me and stop trying to charge me something that was hidden in a contract.

Desired Settlement: Honor the Termination Charge of $0.00 and close my Merchant Account.

Business Response: I have reviewed the contract that was signed and submitted by the merchant. There is absolutely no mention of ETF removal. The merchant was billed in accordance with section D7 of the application, the ETF is clearly outlined, in which the merchants signature is clearly visible in the signature line. The customer has rejected all attempts (bank level) by Harbortouch to collect stated funds and the account currently resides in a collections status. As a means and hope to resolve all this Harbortouch agrees to waive the amount of $975 leaving the amount of $250 as the remaining balance (customer must agree through this forum). Again, Harbortouch has and is acting in full compliance of the agreement set and agreed upon between the merchant and ourselves. I've attached a screenshot of the application outlining section D7 as stated above with the signature of **. ***** as reference and evidence of agreement. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. Although the agent from HarborTouch told me in writing and in conversation that there was a $0.00 termination fee the $250 will be cheaper than proceeding to arbitration. I would strongly advise HarborTouch to get in contact with ***** ****** and ***** ********* and advise them to no longer lie to their new customers. 

Regards,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/12/2013 Problems with Product/Service
11/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Harbor touch is not reporting breech in credit card information and refuses to accept responsibility that they may have an issue with security. I have had 3 incidents in 5 months where clients have reported credit card fraud after running their card through card readers provided and serviced by harbor touch. One customer experienced 2 separate incidents about 3 months apart. I am the only vendor he uses the card for- to pay rent.

Desired Settlement: Federal inquiry to determine whether Harbor Touch is negligent and aware they have a inadequate security system and is choosing to ignore the problem. Given the number of cards processed through Harbor Touch, the potential losses to credit card companies is likely a large amount.

Business Response: Harbortouch is completely secure in itself and is no way reliable for consumer card breaches. Harbortouch is responsible for the flow of millions of credit card transactions a year and has not nor ever been subject to a breach. There are many forms of CC fraud, the most prominent being card skimming. Issuing bank breaches are also very common and something they merchant must consider before directing these false accusations at Harbortouch. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2013 Problems with Product/Service
10/16/2013 Billing/Collection Issues
10/15/2013 Advertising/Sales Issues
10/12/2013 Problems with Product/Service
10/8/2013 Problems with Product/Service
10/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: WE JUST STARTED A SMALL BUSINESS AND CONTACTED HARBOR TOUCH TO SET US UP FOR A POS SYSTEM FOR THE STORE. THEY RAN OUR CREDIT AND TOLD US THAT WE WERE APPROVED. THERE WAS NO ITEMS RECEIVED FROM THEM, NO UNITS, NO POS SYSTEM AND THEN ON THE 28TH OF AUGUST THERE WAS A $59.00 CHARGE DEBITED FROM MY ACCOUNT. I CONTACTED THEM ON THE 29TH TO ASK WHY THEY DEBITED MY ACCOUNT $59.00 THE GUY I SPOKE TO TOLD ME IT WAS AN ERROR AND THEY WOULD RETURN MY MONEY BY FRIDAY, AUG 30TH. AS OF SEPT 6 THEY STIL HAVE REFUSED TO RETURN MY MONEY. I CONTACTED THEM AGAIN TODAY, SEPT 6 AND SPOKE TO A LADY IN THE CLAIMS DEPARTMENT AND SHE INFORMED ME THAT MY MONEY WILL BE RETURNED TO ME BY NO EARLIER THAN THE 14TH OF SEPT WHICH I THINK THAT IS POOR BUSINESS IN THEIR PART BEING THAT I DID NOT AUTHORIZED BANK DEBIT. I HAVE A STRONG FEELING THAT THEY WERE HOPING FOR ME TO JUST FORGET MY MONEY AND NOT FILE A COMPLAINT AGAINST THEM.

Desired Settlement: JUST GIVE ME BACK MY MONEY AS SOON AS POSSIBLE. I WILL NEVER CONTACT THEM AGAIN FOR ANY BUSINESS.

Business Response: The customer had an open account and was billed a $59 dollar fee prematurely. The amount was disputed by the customer and the customers bank rejected the withdraw. The monies requested, were never withdrawn. The amount in question was written off on our side and the account is whole. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2013 Billing/Collection Issues
10/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On August 5, Harbortouch debited $79.00 from my business bank account. I had never heard of the company, did not authorize the debit, and have had no business with Harbortouch. After calling the bank, they asked me to call Harbortouch directly. I spoke with ****** at Harbortouch. She told me that the account was with ****** Bank Card and, as I understand it, Harbortouch had taken over credit card services for ****** Bank Card. I formerly did have an account with ****** Bank Card through Pay Pro Services. I was very unhappy with ****** Bank Card right from the beginning and asked them to cancel the account in July of 2010. They claimed they could not do so, that there was a three year commitment. As a result, I sent them a letter asking that the account be cancelled as soon as the three year commitment had been fulfilled. After May 2010, I conducted no further business with them but just waited for the commitment to end. The three year commitment ended in May of 2013. I explained to ****** that the account with ****** Bank Card had been closed as of May 2013 and that I no longer have any business relationship with them and I do not have a business relationship with Harbortouch and I do not authorize either company to withdraw debits from my account. The bank reversed the $79.00 debit in late August. On Sept. 6, I received a letter from Harbortouch dated 8/27/13 stating that my account is past due by $104.00. Again, I do not have a business relationship with Harbortouch. Nor do I currently have a business relationship with ****** Bank Card.

Desired Settlement: I am asking Harbortouch to release me from any financial obligations as I do not have an account with them and my account with ****** Bank Card has ended. I also request that Harbortouch no longer contacts me.

Business Response: The account is open and will remain open until the cancellation letter that is sent from our customer service department is returned. The appropriate location and method to return stated form is outlined on the cancelation agreement. The account cannot be cancelled with out the signature of the primary account holder. Harbortouch will have a Customer Service representative reach out to assist in this cancellation. Once that form is received, the account will be closed and no further billings will occur, ending our relationship. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The POS system provided by Harbortouch Systems was never used because it did not function properly. The system is not designed to hold the inventory our store has but we were assured it could. The IT department was unable to correct several computer problems. The customer service was unfriendly and unsatisfactory. I spent over 100 hours on the phone with both IT and customer service and very few of the issues where ever resolved. We requested a full refund from Harbortouch and explained we did not wish to do business with them but they have continued to deduct hundreds of dollars every month from my account for a system we have never used. All equipment has been mailed back to the *********,PA address at this time.

Desired Settlement: I am requesting a full refund for monthly charges of $128.33 from February through August ($898.31), two quarterly fees of $118 ($236), a yearly fee of $81 and a shipping fee of $50 which I never agreed to. The total refund I am requesting is $1265 which is a minimal amount for the time and stress this has caused the business.

Business Response: A large majority of the complaints that have been generated from this customer are a result of a lack of understanding of the system. Harbortouch has been and will continue to offer the necessary work and training needed to satisfy the account. The system is operational and has been operational from install. If the system is not fully configured to merchants standards nor merchant does not fully understand operational functions, that does not deem it unusable and our support staff is more than willing to accommodate the merchant to the best of our ability. The merchants requests for all fee's is unjustified, however Harbortouch is willing to offer the last 2 quarterly service fees of $118 per quarter, back to the customer. Totaling $236, along with a dedicated member of our support management team to work and rectify the account with the customer. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

It's very obvious that based on this response from Harbortouch, it is someone who has zero knowledge of the incredibly mismanaged situation we have dealt with up to this point. First of all, your response says the following.... "lack of understanding of the system" and "does not fully understand operational functions."  Basically, what you are saying is that my entire staff and my business partner are all incapable of learning or understanding your system?  My staff spent countless amounts of minutes, hours, days, weeks, months with your support staff and yet we still dealt with a laundry list of issues and constant troubles from the very first day upon receiving the system.  Not to mention, with my business partner as my witness on a 3-way call with your staff, a Harbortouch employee made the following statement.... "I will be honest, this system isn't cut out to handle consignment stores and between me and you, I would look elsewhere." She then proceed to give me other phone numbers of point of sale systems that would actually suit our needs. I still have accesss to the e-mail from this employee of Harbortouch which supplied the names and phone numbers of other businesses that offer POS systems in order to backup my claim. As far as I can tell, she is about the only honest person we have dealt with at Harbortouch up to this point.  Further on that subject, my business partner, who also spent countless hours on the phone trying to fix a multitude of issues with the Harbortouch system, owns an internet marketing firm, several other companies, and is highly experienced in using POS systems. In other words, he is extremely well-versed in technology, can build computers, deals with point of sale systems in his other companies every single day such as ********, and as I mentioned, he spent an unreasonable amount of time trying to get your system functioning properly. Yet, it never did.  

$236 for the amount of time and even more importantly, the amount of mental anguish and frustration we have dealt with for an 8 month period is not acceptable.  We have never used the system and faithfully paid every single fee in the contract.  This all, again, without ever using the system. We made a few attempts to cash customers out at one point, but due to all the issues, we scrapped that idea the same day!  Further more, our wide range of problems include issues with the taxes not being properly installed when we received the system, which we promised they would be. Also, the entire system was admittedly installed incorrectly by the original technician of Harbortouch with regards to our inventory. He then proceeded to make an "on-the-fly" adjustment once we already had the system hooked up which never functioned properly. Eventually, he stopped taking our calls because he did not know how to fix the issues. These are just a few of the problems we experienced in our time with Harbortouch.  At this point, the system is so far from operable, it doesn't do us any good to contact a "dedicated member of our support management team to work and rectify the account with the customer." Unfortunately, the possibility of rectifying this situation is no longer an option. As previously mentioned, my employees and business partner, along with myself, spent an obscene amount of time trying to fix all the issues with this system. Bottom line, this system is not designed to work properly with our store! However, Harbortouch refuses to acknowledge this and wants us to continue using a nonfunctional system for my store. 

It's with great disappointment that I write this, because myself and many others essentially wasted a great deal of time, life's most valuable commodity, trying to get this system operating properly. We truly wanted to make this work and we were very excited about making the switch to the Harbortouch System.  The results were damaging to my business and my business's morale. We experienced arguments amongst employees pertaining to the Harbortouch system and trying to get it functioning correctly that had never occurred in our four and a half year history prior to the installation of the Harbortouch system. My business partner and I dealt with an incredible amount of stress running our business everyday not knowing if our inventory was being sold properly, taxed properly, or tracked properly.  This system is NOT designed for consignment stores of our size and nature and as previously mentioned, this was admitted to us by an employee of Harbortouch. Harbortouch needs to recognize this and take responsibility for their system which is clearly incompatible with certain businesses, an example being ours, *** **** ** ****** *******.  We aren't asking for anything more than the money we spent on a system we never used.  We aren't asking for the amount of money that was paid to our employees for all the hours and hours they worked on the Harbortouch system making attempts at having a functioning system. We have access to these phone records and we do not feel that spending over 100 hours trying to get a system operating properly is remotely reasonable. All we are asking for is a return of the money we paid to Harbortouch, again, for a system we never used at all despite faithfully paying our fees every month and quarter because of multiple reassurances from Harbortouch that soon we would have a functional system. That time never came.

With respect to the offer by Harbortouch of $236, we remain firm in our request of the money being returned that we paid out to Harbourtouch for a system we never used. We don't find the amount of $236 at all reasonable for what we have had to endure with regards to the Harbortouch system from a monetary, operations, and mental standpoint. We ask that Harbortouch refund us all the money we've been charged over the last 8 months for the unused system. If Harbortouch still refuses to oblige with this offer, we have no choice but to continue with the process of litigation against Harbortouch in the county of Lehigh County, Pennsylvania. This suit would be in an effort to recover the funds we paid out to Harbortouch for a system that never functioned properly from the time we received the system, a system that is not compatible with our store-needs despite Harbourtouch's claims, and for those reasons, a system that we never once had the opportunity to utilize at my place of business, *** **** ** ****** *******. 

We have already started the process of returning the unused Harbortouch system. We ask that Harbortouch return 8 months worth of monthly payments for both unusable systems in addition to all quarterly fees. 



Regards,

**** ******








Business Response: I have reviewed the account and will adjust the offer to $500. Harbortouch had fielded many calls in post installation regarding a 3rd device which we do not support and cannot be held accountable for such. We advised and at that time merchant understood. There is a note from 4/18/13 into our support team from ****, confirming they have yet to use the system as they are in need of more training. Continuos calls were made regarding customer database issues, which ultimately stemmed from misspellings and customer was advised of such. Harbortouch out of good faith agrees to refund some of the fee's that were billed as a sign of good faith, but does not feel that all fee's warrant a refund as Harbortouch has and continues to offer as much support as the customer needs. The fee's that were assessed are contractually agreed upon. The equipment was sent back without authorization and does not exclude the merchant from billable fee's or termination of the contract. On 6/11/13 the cancellation form was sent to the merchant in order to close and stop all billings, however the customer did not sign nor return. That document is a necessity and an account cannot be closed without such. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/28/2013 Billing/Collection Issues
9/28/2013 Problems with Product/Service
9/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up in February 2013 for the Harbor Touch POS system. By April, I still had not received the system, and changed my mind about using it. I canceled the order. In June of 2013, I noticed a charge on my bank statement from Harbor Touch. I called them up and was informed that I would need to sign to confirm the cancellation. I never received anything to sign, but since I never had the system I assumed it was a done deal. In August of 2013, I again notice a charge from Harbor Touch. I again call them up and was told the same thing. This time the customer service rep stayed on the phone with me while the email went through. When I printed out the form, I notice they want to charge me for early termination. They informed me that their part was different than the one I had for the system. However I never received any service or product.

Desired Settlement: I would like the money taken from my account refunded, the $30 charge it cost me to stop payment refunded and to receive no further problems with this company.

Business Response: The ETF the customer references was never billed as the cancellation was not complete. The additional $138 that the customer is referencing will be refunded. Harbortouch will waive the ETF and refund the $138 to satisfy complaint. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/4/2013 Billing/Collection Issues
9/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since our service with Harbortouch started, I've experienced at least 3 cases of malpractice. Most notably, my cafe had experienced a hardware failure on 12/7/2012. This hardware failure prohibited the credit card batch from settling that evening, a sum of ~2500 dollars. After calling Harbortouch, they had informed me that they would send new Hardware (good), but then insisted that we had to re-key in all of the credit card transactions ourself (unacceptable). It took convincing but they had eventually agreed, since the hardware failure was entirely their domain,that the credit card transactions would be settled by their department in a timely manner. In early February, my book keeper had discovered, when adjusting our books for December, that the credit cards from that day had STILL not been settled. I reached out to Harbortouch yet again, and was informed by one of the cust. service reps that the batch in question had been neglected. Harbortouch finally sent the batch on Feb. 24. This caused a number of customers to be alarmed, for their purchases from 12/7 were showing up as purchases from 2/24. When the customers challeged these charges (approximately 25 cases), Harbortouch then insisted that the time elasped between 12/7 and 2/24 was too great to succesfully win the chargeback settlement. Having not been satisfied with this answer, I asked to speak to another rep. who agreed that situation called for allowing me to contest the reversal charges in question. However, this was an exceptional amount of work for an issue that was entirely due to Harbortouch. Yet they insisted with every charge back request, that I take care of the paperwork, as well as finding the reciepts to send in. This was in addition to receiving the wrong hardware after the failure, and having to send it back after setting it all up. In another instance my sales rep., **** *** ******* had insisted in not speaking with my bookeeper any more, due to her tone and approach with him. Fees high, service unacceptabe

Desired Settlement: I request that my Time/efforts alloted by me and my bookeeper, along with the damage to our reputability regarding the mis-timing of the charges by Harbortouch,(and forcing our customers to go through the chargeback process), should be compensated by letting us out of our contract before the end of the 5 year lease. I also believe an apology is due, by Harbortouch to our customers, for taking the time to go through the chargeback process, due to a hardware failure on the part of Harbortouch.

Business Response:

Hardware failure is not a result of Harbortouch's wrong doing. Nothing Harbortouch nor any other company for that matter, could have done would prevent a system or any piece of hardware to fail. There are numerous reasons for failure, some of which can be pin pointed to operational environment. Harbortouch did all it could to satisfy the merchant, and agreed to refund the charges at no cost. Harbortouch in no way can be blamed for any sort of hardware failure and merchant may reference section 5.1 of the terms and conditions, titled Scope of Damages, paragraph 3. Regarding the chargebacks, the customer was issued a total of 3. All those fee’s were credited back to the merchant by Harbortouch as a courtesy. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/31/2013 Problems with Product/Service
8/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently we had our point of sale service, which includes the website portal and the point of sale system hardware, compromised with another company’s sales history and transactions. We have attached this other company’s sales history and transactions as proof that we had control and access to ALL of this company’s sales history and transactions and that time period was for at least one full business day after we contacted HarborTouch about the data compromise. We cooperated with HarborTouch technical support and agreed NOT to modify ANY of the point of sale settings or information since this would create problems for this other company. We never received ANY notification of when this problem was fixed and we did not receive ANY explanation why this happened. Our sales history and transactions had disappeared for at least one business day without any explanation. We strongly feel this type of data compromise is unacceptable and is a breach of contract. We pay high service fees that are suppose to keep our business sales history and transactions within state, federal and **** card PCI compliance laws. We understand that this type of data compromise may not happen to anyone else but in this unusual circumstance we would hope that HarborTouch will waive ANY and ALL cancelation fees. We no longer feel secure in using any of your services. For the reason of PCI compliance and/or any relevant security compliance regulated or enforced by state, federal and/or **** cards we are herby canceling both our merchant account #********** and the Service Agreement for the point of sale equipment. We are providing HarborTouch with this opportunity to honor our request before pursuing further action(s) both state, federal, **** card complaints and legal options and strongly feel we have a solid case in this matter that all entities will rule in our favor after reviewing all attached documents.

Desired Settlement: Cancel all cancellation fees and refund any monies to us which would include $2669.00

Consumer Response: This dispute has been resolved. Please close this case.
Thanks
******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/18/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I contracted a sale representative of HarborTouch asking about the prices of the POS system for my new business in April, 2013. He always tried to tell me to sign the paper works before explain clearly all the details. I've signed the paper in order to know more about the products. But when he said that I need to use their merchant services in order to get the POS system which I don't want because I already have my credit card services with my bank, I didn't get the services. Until now I just realized that they've been charging me with monthly fees and yearly fees without provide any services. I called them and they said they couldn't do anything because I already signed the contract. And to cancel it I have to pay $250 for early cancellation fees. I think this practices of their sale reps are deceptive and the company don't do anything about it. The facts that they collect fees without provide any services are not professional to any business owner.

Desired Settlement: They don't have to refund me the fees they've collected. All I want is the cancellation fees to be waived.

Business Response: I will have a supervisor from our Customer Service department reach out to customer. Harbortouch agrees to waive the $250. 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in January of this year (2013), a sales rep talked to me in regards having point-of-sales system (POS) and merchant services for my business, ‘***’s ******** & **********’. I had signed the contract in order to receive the merchant services for my business. I was told that all I had to do was to wait for the terminal to arrive in order to begin processing debit and credit card transactions. Till this day, I’ve yet to receive the terminal itself. Over the last couple of months, I’ve been charged a monthly fee of $25.00 for a service I’m not using. The $25.00 fee that has been charged to my bank account has interfered with other transactions in my business’ bank account. Back in mid-July, I contacted ‘Harbortouch’ in regards to this matter; in the hopes of terminating the contract and receiving a refund for every time my account was debited. In addition, any additional bank fees my business had to pay in order to cover other entering debits. After contacting the company, I informed customer service with the issue my business has been facing. The only solution I was offered was that the company would send me the terminal in order to begin processing transactions. I requested a cancellation form in order to prevent my business’ bank account to be debited. In addition, the company was unable to reach the sales representative that signed up my business for the merchant services. Upon reading the mandatory requirements that need to be met in order to cancel the service, the cancellation form states there is a termination fee; “ Those penalties would be either $35.00 (thirty five) a month for the remainder of the contract or $250.00 (two hundred fifty), whichever is greater.” I contacted the ‘Harbortouch’ again on August 5, 2013, requesting that all termination fees be waived after I explained the situation. Despite what occurred with my business’ account, ‘Harbortouch’ is still requiring a termination fee in order to end the contract and close the account. The bottom line is that my business has been completely on the receiving end of this company’s service which has not been provided, and that has affected my business account in terms of paying other business expenses.

Desired Settlement: What I request is simply that ‘Harbortouch’ refund my business’ money. That includes the monthly fee that was debited from my account and any additional bank fees that my business was charged due to insufficient funds when 'Harbortouch' debited my business' account.

Business Response: The $25 is the monthly minimum that is outlined and agreed upon in the merchant agreement. Even if there is no activity on account, a minimum of $25 is billed. In this case the merchant has not processed what so ever on there account since boarding. Harbortouch wants to settle the dispute the best it can, but I would need clarity in order to do so. Is the merchant requesting to cancel or looking for $25 to be refunded? Given the contract, I cannot refund all $25 fee's that may have been billed, but I can approve a one time courtesy credit for the $25. Our notes indicate the terminal was referencing was a reprogram, meaning that the terminal was already on site and Harbortouch would be reprogramming it to process with us. If no terminal is present, I can arrange to have one sent. If the merchant wishes to cancel the $25 fee will stand however I can arrange for the account to be closed, and willing to waive the required ETF in its place. 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ia guy from harbortouch came to me to sale a a credit card reader .he offered took my information he would be back the next day,but he never showed up so I call a different company to handle the credit card reader.well a year later I found out they have been taking money out of my account over 700 and no service.

Desired Settlement: need to contact customer if job is not going to be done also need to contact customer if money is taken out of their account not just for me, but the next customer too.

Business Response: The customer contacted Harbortouch in August of 2012 and asked to cancel account due to not doing business. We advised the customer that we will send a cancelation form and the customer would need to sign confirming ownership the cancelation agreement and return to us to process the closure. The cancelation form was generated and sent as requested. However Harbortouch never received the form back confirming the closure. Given the potential for fraud, particularly in this industry, this form is a necessity and must be returned, Harbortouch cannot confirm or agree to close the account without something in writing with owner verified information. Given that the form was not returned, the account remains open until such is received. However given that the customer stopped payments on scheduled billings, per the merchant agreement, the account was terminated by Harbortouch. The fee's the customer is asking to be refunded is over the course of the account, and is unfounded given the merchant responsibility to confirm and authorize the closure. In hopes of settling this dispute however, the customer has 171.25 in collections, due to bank rejects. Harbortouch will waive those for the settlement, however the remaining funds are again unfounded and were in fact the responsibility of the merchant. 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On March 31 2013 I closed my business after being in business for 3++ years. I used Harbortouch for credit card processing. I was shocked to find out that they wanted to fine me $250 after being in business with them for so long. According to them in writing this $250 fine is not a penalty for terminating but rather a reasonable charge in light of the financial harm caused by early termination!!! The fact that Harbortouch can come up with a Contractual Obligation that automatically gets renewed every 3 years is completely unethical. What this means to business owners is they will always get fined no matter how long they are in business even if they DIE!!! They can not even explain to me in writing or on the phone how I caused any form of financial harm. Furthermore this company puts a price tag on their equipment that is 2-3 x more than the actual value that one can get it for on the market. One can get their machine on ******, office supplies store for anywhere from $220-$349.00. The price they put on their machine is $844.00. Also when one talks to a Harbortouch representative right now and pretends that one wants to open an account , that representative will inform you that you are receiving equipment worth $220. Call any representative and they will laugh when they learn about the value HarborTouch is putting on their equipment.

Desired Settlement: Harbortouch must stop their current unethical business practices. Contracts should not automatically renew after 3 years. Businesses should be allowed after 2-3 years to move on to other services with NO FINES. Harbortouch should be forced to refund all businesses that they fined throughout the years. This is not right, should not be legal and somebody needs to put a stop to Harbortouch and other businesses with unethical Contracts and Collection Practices.

Business Response: Harbortouch and the contract which the merchant signed agreeing too is very forth coming with regards to the early termination free involved with the initial contract and the renewal agreement. This is clearly outlined in section D6 of the customer agreement labeled "Signatures". Harbortouch has in its possession and can provide if requested, said portion of the contract, with the merchants signature agreeing to and understanding, the language and content of this specific section. Too add, the cancellation fee that was billed to the merchant had a stop payment made on the withdraw attempt by the customer, customer was never actually debited. The disputed amount currently resides in a collections state within Harbortouch, which merchant is responsible for. 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of HarborTouch for years. My local Bank started doing credit card processing, so I switched to them. HarborTouch charged me a "early termination" fee on two contracts totaling $198. I agreed to a termination fee on the first 3 year contract I signed. I understand that businesses must cover costs for special deals given to entice new customers, so a early termination penalty makes sense. After my initial 3 year contract, HarborTouch 'automatically' enrolled me in a 2yr contract - that I didn't sign - it just happened. No problem there. But when I wanted to change to my back, they still wanted to charge me an early termination fee. They have this set up so that they are able to get extra money out of me - unless I was to figure out just the right window in which to cancel. Business doesn't work like that - my bank came to me and I switched. HarborTouch had no monies to recup due to special deals given after the first 3 year contract. This does not seem like good business practices to me, it just seems like a way to get a last few dollars out of you. They did reduce the fee from $500 to $198, rather easily I should say, but that isn't the point. This point is that this business practice does not seem reasonable.

Desired Settlement: Refund the $198 "Early termination fee" and chance their practices so others don't get caught in this. Again - an ETF on the initial contract is fine and makes sense. But not for subsequent automatically 're-upped' contracts.

Business Response: The merchant at time of agreement signed agreeing to the Terms and conditions. If the customer would reference section 4.2 of the Terms and conditions section, the renewal process is outlined. Essentially after the initial 3 year term, the AGREEMENT will automatically renew in one year increments, and continue until the account is terminated by the customer. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:


Yes, I'm sure that that's in the fine print somewhere.  (Somewhere in a document that is ridiculously large and designed to hide.)  But that's not my point.  My point is - does that make sense?  Should Client be held to such a requirement?  To require a termination fee after the initial contract has been met in full.  See my original email / letter for my reasoning behind this.  It's a lot like the banks being stopped from charging absurd fees to make more money - just because they could - until someone stepped in and stopped them.


Regards,

**** *******








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/20/2013 Problems with Product/Service
7/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: their sales rep failed to disclose this is a non cancellable contract, he also told me not to be concerned about the legal terms on the contract, that nobody but an attorney would understand the terminology, anyway. I declined to confirm the contract when contacted by their representative. I also returned their unit , unopened, and unused, they sent me another unit, which I denied delivery .Harbortouch insists I sign a cancellation form, which states I would be responsible for a $325.00 , or $ 35.00 per month charge for 36 months, whichever is greater. I am a 71 year old retired man, former auto body technician, auto painter. Social security is my only income. I'm hoping to be successful as a distributor , however I only have a few customers, none of which require me to process plastic payment.

Desired Settlement: terminate contact , and contract with Harbortouch.

Business Response: Harbortouch has a signed agreement from the merchant with the initials and signatures confirming the agreement and the acceptance of the terms and agreements. Whether or not the customer reviewed those terms and conditions and the application before signing is not an issue that Harbortouch is responsible for. In contracts if the terms and conditions are unsatisfactory then the agreement should not be made or approved changes are made, which I suggest customer do with future agreements. Harbortouch agrees to waive the ETF of $250, however there is still $100 in collections due to the customer rejecting before his request to cancel with our Customer Service department. That amount is currently owed and the customer is responsible for. The claim against Harbortouch clearly indicates buyers remorse, and no fault of Harbortouch.

Consumer Response:

***** ****** <********************>



 
 
 
 
Sir, I accept your response regarding i.d. # *******. Please complete the business as
required, I will mail a check to Harbortouch today,7/18/13, in the
amount of $100.00. Thank you for your help, In the future I will not
sign any contract I do not fully understand.

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.

Sir, I accept your response regarding i.d. # *******. Please complete the business as
required, I will mail a check to Harbortouch today,7/18/13, in the
amount of $100.00. Thank you for your help, In the future I will not
sign any contract I do not fully understand.
  

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have 2 POS Systems through Harbor Touch. One of the systems has been down for 9 days now. They guarantee 24 technical and equipment support. I have spoken to 7 different people regarding this issue at least twice a day. I have gotten the run around from the first day. I was sent a replacement box after 2 days, but it was the wrong box for the equipment I have. I was spoken to VERY RUDELY that I must have it hooked up wrong and "do you know how to plug something into the wall", I was so upset by how I was being treated that I gave the phone to my manager to take care of. He got no satisfaction either and it was finally determined 53 minutes later the wrong equipment was sent. I was told the right box would be overnighted and it would be resolved. When it didn't arrive I called and was told it was not ordered. I then spoke to supervisor ******* and was assured it would be overnighted again. It did not arrive again and I spoke to supervisor ****** and was told I would have to go to a store and buy a mouse and keyboard so they could fix it remotely. I did that and it still was not fixed. He assured me the right parts would be overnighted again. It did not arrive and I spoke to the head supervisor ******** **** who said he would be speaking to whom ever was involved with this case and call me back in a little while, in the meantime he would have the parts overnighted , this was Friday, and they would arrive on Monday. They DID NOT arrive on Monday and when I called again all I got was ********'s voicemail for 2 days with no return phone call. I then spoke to 2 more technicians and was told it would be overnighted for Tuesday delivery but this time he had a tracking number for UPS. I asked ******** to be compensated for the mouse and keyboard, my gas and travel and my time to deal with all of this since you are typically on hold for 30-50 minutes each call. I then asked that the money being charged for the POS system that I had no use for be refunded. I got a response of we can refund you for the mouse and keyboard. I am SO upset over this whole thing with this company that I am ready to hire a lawyer to get out of the contract with this company. This is not the first time I have had issues with Harbortouch concerning equipment and technical support.

Desired Settlement: I want a refund for the mouse and keyboard, my time, gas to get stuff, and for the fee on the terminal since I could not use it. We lost business because of not having the equipment to use and they did not care. I also want an apology from everyone who spoke to me as an inferior person, or flat out lied about things being shipped.

Business Response: Harbortouch advised the customer that we were going to ship a keyboard and mouse to the customer over night, however the merchant choose the option to go and purchase. Harbortouch then obtained and already credited the amount the customer paid for the equipment. 

Consumer Response: This was never offered to me. I have witnesses to all conversations with Harbortouch and this doesn't even address the complaint of not sending the right equipment when promised . I am NOT SATISFIED WITH THIS RESPONSE AT ALL!!!

Business Response: As stated previously, Harbortouch has already credited the amount for the keyboard and mouse. On 6/21 during a conversation at roughly 11am EST, the customer was given the option to either obtain a keyboard or mouse, or we will ship the appropriate equipment out at no charge. The customer without giving a decision, ended the call abruptly with a support Supervisor. The next call was into support was with customer obtaining the equipment on her own. The cost of that hardware was credited back to the merchant. The customer is asking for credits back on that hardware, which again was already done. The complaint clearly states a credit to hardware as being a form of compensation, which again, has been completed. However in addition Harbortouch will offer a $50 credit to satisfy the complaint fully. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
I have witnesses as to what was said to me and the tone of their voice as all calls were on speaker phone with me and my manager present.  I spoke to at least 5 different representatives pertaining to this matter not just one as this was over a 10 day process with NO computer to use in my restaurant during that time.  They state in their contract of having 24 hour tech support with issues resolved overnight.  Ten days is not an acceptable time.  Furthermore the way I was spoken to was NOT acceptable to me or anyone else.  As I have stated already I was NEVER given the choice to have a keyboard and mouse overnighted.  I was told "If you want this resolved then go get a mouse and keyboard and then we can fix the problem".  And I then asked what if I don't drive to another state and get one then what and I was told "then we can't fix it".  I want an APPOLLOGY and a $100.00 credit for all of the trouble and not having use of the service I PAY for, for 10 days.

Regards,

***** ******








Business Response: Harbortouch agrees to credit the fee of $100 as requested by the complaint. That will be issued today and can take up to 10 business days before hitting customers DDA. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:
I asked for an apology for the way I and my manager was treated on the phone and for all of the trouble not having the equipment to use.  I accept the $100 just waiting for an apology.  If I treated my customers in the way I was treated I would not be in business.

Regards,

***** ******








BBB's Final Determination: Consumer accepted resolution offered by the business.

7/9/2013 Billing/Collection Issues
6/29/2013 Problems with Product/Service
6/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We are a restaurant who used Harbor Touch for our credit card processing. On April 25, 2012, I emailed the necessary paperwork to cancel our account since we began using another processor several months prior. I emailed the information to ****** ********, Retention Specialist, who replied back via email that he received the cancellation notice and he would have it processed. I alerted our bank in June to not allow any more debits from our checking account from this processor who was listed as "**** **** ****" on our bank statement. Starting in July 2012 our account was still being debited but they changed the name to "****** ****" (I guess since "**** **** ****" was blocked). We discovered in February 2013 that the account was never closed and the monthly fee of $34.00 continued to be deducted along with a $25.00 returned fee. When this was discovered 2/8/ 2013, I called and eventually spoke to **** ****. I asked him why our account was still open and we were being charged since I sent the cancellation notice. He told me *** ******** was no longer with the company and my request for cancellation was never processed. I forwarded *** **** the email from *** ******** confirming receipt of my cancellation notice. I also scanned our bank statements with all the debits that came our of our account and emailed it to *** ****. Since then it's been back and forth. He was able to get an $89.00 annual compliance fee refunded to me, but he said the refund for the other charges was denied. Now I received my "third and final notice" for $123.00. When I called about this they said it was for Dec. 2012 and Jan 2013 charges that weren't paid. I have documentation for everything and would be happy to submit whatever is needed to resolve this issue.

Desired Settlement: I believe we should be refunded $482.00 for fees charged from 7/18/12 through 2/28/13 since our account should have been closed per my cancellation letter of 4/25/12. Also, I should not have to pay the bill we're now receiving for $123.00.

Business Response: Harbortouch has researched the issue presented by customer and has agreed to refund the $482 in question. This is being issued today and should be posted to customers account in 5 to 10 business days. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been calling and complaining to support staff since January. They continue to tell someone will cal me back and no one ever does. The problems never get solved no matter what they do or say. The support staff has tried to fix the problems but they have been unsuccessful. They don't know what the problem is and now twice they were supposed to have marked the situation as important and someone was supposed to get back to me shortly. It has been two weeks now since the last time I was told that and still no one has contacted me. Either they need to send someone out here to look at the system itself and try and figure out if they can fix it or they need to send me a new product. I was told a few times that I was using an older program which I question since I recently had purchased it and should have started out with the newer system. I am getting to the point now that either it gets fixed or I will get my lawyer involved because I have been paying full price that was agreed upon but for a system that does not work properly. I can not use it the way that I should be able to. I believe the program is corrupted and therefore not able to work properly and I really want the problem solved so that I can use it the way I had intended to. Right now the system does not, keep inventory correctly, drops vendors and merchandise, can not set up two for one pricing, does not shut down properly, have to sometimes reboot it to get the credit card or/and the amount due stand to work properly and sometimes when scanning a product it will not scan so we go in to put it into the system. Sometimes when we do that it will allow us to and then down the road it will show it was entered twice and sometimes it will pop up a message stating it's already in the system.

Desired Settlement: I would like the product replaced with a working unit and I would like to be taken seriously. My patients is running out and if this can not bring the problems to the people who need to fix this then I will bring in a lawyer to handle it legally.

Business Response: A supervisor from Harbortouch's POS Support department will be contacting the merchant to resolve any outstanding issues. 

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.  As long as the new equipment works as expected the issue will be resolved.

Regard and thank you,

***** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/18/2013 Advertising/Sales Issues
5/31/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a point of sale system from Harbortouch through their sales person ******* ****. *** **** assured us that that the pos would be completely touch screen. We discussed that my husband is not computer literate & that he is the person running our business 90% of the time so it had to be something he could operate. When it arrived it was not designed as *** **** promised us it would be & not what their website reflected. When we contacted Harbortouch, they informed us that *** **** was no longer there & assigned a new sales representative, **** ******. I talked to *** ****** regarding the problems with the pos & explained to him what *** **** had told us when we ordered. At that time, we asked to return it but *** ****** talked me into giving Harbortouch a chance to make some adjustments for us. I agreed to do that but now it has been 3 months and we still do not have a pos that we can use. They have attempted to make the modifications that should have been made before the system shipped. However, the icons along the top are grayed out, I cannot access training mode, the scanner scans the upc codes but the pos is not recognizing(?) them. Each time I have called tech support, I am on hold for a minimum of 15-20 minutes before I can even get a live, breathing person to speak with. Then, it takes a long time for them to toubleshoot what is wrong & fix it. Last week I called, was on hold for the 15-20 minutes, finally got a tech on the phone & explained was was wrong with the scanning portion of the pos. He kept me on the phone for almost an hour & finally I told him to call me when he got it fixed. Still no phone call & it still isn't fixed. We are a small business with only room for one cash register. My concern is that even if they get this working properly, that if it breaks down it will take them hours or days to fix it as that has been the case so far. Our busiest time is during the summer months as we are located in a recreational area. That is when we make the majority of our income and we cannot afford to be non-operating until they get an issue resolved. I signed the paperwork for the pos on Nov. 29, 2012. It is now Feb. 26, 2013, 3 months later & we still do not have a pos that is working properly. Not once have we been able to run a transaction but we are already receiving charges for the merchant account & something else. They charged our bank account for a monthly processing fee of $33.83 & another charge of $74.24 that they cannot tell me what it is for when I called about it. When I contacted Harbortouch once again to return this system, they told me that I would have to pay for the remainder of the contract (60 months @ $69/Month = $4,140) & cancellation fees ($250) for the merchant accounts they set up for the pos. I do not feel that we should be charged for the cancellation of either since we haven't been able to use this even once in three months.

Desired Settlement: I want to return the equipment and have them waive the cancellation fees on both the equipment and the merchant accounts.

Business Response: The customers remaining issues are something that seem to be more cosmetic/minor and something i'm confident that Harbortouch can resolve with the merchants assistance. Harbortouch has not defaulted on the current contract and we are offering and working to satisfy all issues the customer may have. However if the customer wishes to pursue the cancelation of the agreement, the outlined ETF will stand as outlined within the agreed upon contract. Harbortouch is willing to have management work directly with the customer and send onsite personnel to satisfy all complaints. If customer agrees, I will have a manager within our support team reach out ASAP. But as stated above, the ETF for the account will stand. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2013 Problems with Product/Service
5/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I enquired about this company on ********** and talk with their representative **** ********* of ********* **. He told me on the phone that the only charges i would be charged for using their system is a monthly service charge , a quarterly service charge and .10 per swipe. Now that we've had the system in place they are taking money out or our account daily. I wasnt made aware of the other charges till now. I told them i was going to cancel my account, they said i have a 5 year contract that i wasnt even made aware of. I think this company is doing illegal practices.

Desired Settlement: I want out of this contract.

Business Response: The customer has been using Harbortouch's services since January of 2013. Harbortouch has a signed agreement in which the merchant signed and agreed to all the outlined fee's. A POS system was installed in February of 2013 and the merchant has been using steadily since. Upon installation of the system, the merchant signed an installation agreement in which the merchant checked and subsequently e-signed the document stating he understood and agreed to all fee's associated. I have attached that document for reference. The contract stands is legally binding, if merchant wishes to cancel, the ETF that is outlined in the terms and agreement section (also signed and agreed to) will stand. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: DBA **** *** * *****. I have tried to close my account with them.....********** since Aug 2012. I mailed them a letter to close it,they continued to bill me and debit my checking account. I finally closed my checking account. I made numerous calls to them and was told they had their own special form to be used to close an account. They mailed it to me ,I filled it out and faxed it back. Thinking that is was taken care of, only to recieve another bill in the mail. I called again and was told that they had never recieved the cancellation form. As all my bookwork had been moved in to storage and I did not have access to it, they mailed me yet another cancellation form. I filled it out and faxed it back to them. Earlier this week I recieved a bill from them stating that I owed them nothing. Today I recieved a letter from a collection agency stating that I still owed them $ 118.00. I called them again and was told that I needed to pay it. When I asked to speak to a supervisor and I was sent to a voice mail. My schedule is very busy and I do not have the time to continue to deal with these people. Any help is greatly appreciated.

Desired Settlement: Billing adjustment to $ 0 owed.

Business Response: As a good faith and to settle this dispute Harbortouch will write off the amount disputed. As Harbortouch must receive a cancelation form to cancel an account properly, it is the merchant responsibility to ensure that the document is received to properly close the account. As Harbortouch has done no wrong we will still again close this complaint by agreeing to write off the $118. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/17/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This Company has frauded my family. We used to own a restaurant in ******* ********* named "***** ***." ***** our sales representative had frauded us saying we were not obligated to a long term contract and that we would be on a month to month. We had to cancel our services due to the sale of our business and ***** asked us to return the machine back to him. After 1 1/2 years we received a surprising call from a Collection Agency stating we owed Harbor Touch over $1,800 due to non return of a machine and also breach of contract. ***** had never returned back the Credit Card machine back to the company and also he purposely took out the page of the term of contract stating how long I was committed for. This is a fraudulent company. They have over 260 complaints regarding the exact same thing. My family and I were planning on moving to a home and due to this issue, we had to change our plans because of the impact on our credit. Please help us resolve this issue. Thank you.

Desired Settlement: Solve this issue and fix our credit report. OUR FAMILY IS DEVASTATED.

Business Response: This complaint has been handled externally and has been settled. 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a merchant account with Bankcard systems to process credit cards. I never used the account. Not one transaction was ever processed. After months of having fees deducted from my business checking, I contacted Bankcard and asked to have the account closed. For three months I heard one excuse after another. I finally received an email telling me that it was shut down. Just to make certain they could no longer debit my account, I closed that checking account and moved my business to another bank. But not until after it was confirmed closed by Bankcard's employee. Now I have been turned over for collections because they have not been able to deduct fees for an account that was confirmed closed. Which I naturally refuse to pay. They deducted funds to which they were not entitled for two months after the account was ordered closed. They continue to harass me over fees to which they are not entitled they say were accrued after they confirmed it closed.

Desired Settlement: I want to be left alone. I do NOT owe them anything. They on the other hand continued to debit my account despite my repeated orders to stop and close the account.

Business Response: Harbortouch never officially received a cancellation form, which is required to cancel an account. All the fee's that the customer was billed, were billed prior to the official closing which was done by our internal Risk department for fee rejects. However, Harbortouch is going to write off all fee's owed to settle this complaint. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

They never received the "Cancellation Form" they refer to because, despite asking that the account be closed repeatedly for 90 days - no such form was ever sent to me.
If they had sent such a form - why wouldn't I simply send it back?  It is a ridiculous excuse.
This is a transparent attempt on their part to sidestep their own bad acts.
Further, I received an email from their agent telling me that the account was closed.  I have a copy in my file.
Why would I receive such an email - if the account wasn't closed.
They are either grossly inefficient, or they purposely stall attempts to close an account in order to continue to take fees to which they are not entitled.
This is 100% their fault and any attempt to push blame off on me is unacceptable.

The amount is paltry - the principle is not.

Regards,

**** *******








Business Response: Harbortouch terminated the account due to collections on the account. That is the notice the customer is referring too. At this point the complaint is satisfied as Harbortouch has waived the fee in collections. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:

I REPEATEDLY attempted to terminate this account for 90 days.
Only after receiving an email from their agent stating that the account was closed did I close the bank account from which they had continued to draw funds TO WHICH THEY WERE NOT ENTITLED.
They did not terminate the account due to NON PAYMENT and the record should reflect that fact.
They are the bad actor in this and I resent any inference on their part that I failed in any financial obligation here.
That is simply and categorically false.
They need to apologize.




Regards,

**** *******








BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: i have advised this company on multiple occasions that i do not have their equipment and have never used their services. they were advised in november of 2012 that all documentation was null and void due to their failure to provide the equipment and service that was requested within a reasonable amount of time as promised. now harbortouch is debiting my account for credit card services they have never performed. from january 2013 to present they have attempted to withdraw monies from our checking account costing my business multiple fees to stop payment. i have never given harbortouch permission of any kind to debit my accounts in any way. when i contacted their company on january 18, 2012 in reference to their attempts to debit our account, i spoke to one of their customer service representatives "******". she advised me that the proper cancellation documents would be mailed out to me. as of this date they have not followed through, i have received no such documentation. once again, i have never received any equipment or services from this company, i owe them nothing!! they kept my initial deposit of 350.00 even though they were the ones who did not follow through on their original promises. i see from the bbb information, that harbortouch in an "accredited business", perhaps the bbb should rethink this. when i contacted my local bank to make the first stop payment, i was advised by the bank agent that they receive calls and complaints on a weekly basis about this company.

Desired Settlement: due to the refusal of harbortouch to follow through on anything they have promised and the fact that they are fradulently attempting to obtain monies not owed to them, which can only be described as blatantly illegal, want a refund of the 60.00 that my bank has charged me for stop payment fees, i want my original deposit or 350.00 refunded to me, and i want this company to stop contacting me in any way, shape, or form. my next complaint will come from an attorney and/or the office of the attorney general for the state of ********. thank you for your time.

Business Response: Harbortouch never collected a fee of $350. That may have been an arrangement between the Sales office and the customer, in which case the customer will need to pursue that with that office. The customer had communication with our Customer Service team on 4/23 and requested the resending of the cancellation agreement, which again was sent. The fee that was billed to the merchant of $118 was credited and should be available to the merchant in 5 to 10 business days. However, the merchant did in fact agree to and sign a contract with Harbortouch. Within that agreement and outlined in the terms and conditions the customer did provide the approval to debit the account accordingly. Failure to use a service that you agreed upon, does not exempt you from paying the underlining fee's. Such an example would be a cell phone contract, same principle, you pay regardless of use. The cancellation agreement was resent and must be returned in order for Harbortouch to completely cancel the account. I will waive all ETF's that are associated with the account, however Harbortouch will not issue any further credits outside what has already been returned/written off. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/27/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I leased a cash register from them when using their credit card processing. When I cancelled my service, the representative of Harbortouch told me to send the cash register back with my account number on the inside and outside of the box. I sent the cash register back UPS with tracking and along with my account number on the outside and inside of the box. ******" from Harbortouch signed for the package on February 15th. On March 22nd, they took $844 out of my checking account without any notification! I luckily caught it and called them. I provided the tracking number, they confirmed the delivery and said they would refund. As of April 8th, I do not have my $844 back.

Desired Settlement: I would like to have my $844 back that they were never authorized to ever take from me.

Business Response: The credit has been issued for the amount listed in the claim. The customer should receive in 3 to 5 business days. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/14/2013 Problems with Product/Service
4/10/2013 Problems with Product/Service
4/9/2013 Billing/Collection Issues
4/1/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We received the point of sale system in April 2012. We were told this system is for retail and will easily accommodate our inventory. After setup their computers were never reliable with the needed internet connection. We were told it was out internet provider so we switched to ****. I also hired a technician to troubleshoot and he could not get their equipment to work (despite that the rest of our network functions). We have spent countless hours attempting to get this system up and going and have not processed one sale on it. On February 28, we were promised that they would send a technician (at our expense) to fix the problem. The appointment was made for March 4 at 8am. The person never arrived or called. They had by business phone number and cell number. I finally gave up and packed up this equipment and called them and they state I can send the equipment back and pay a $250.00 cancellation fee. I told them that was fine and after much pressing finally, I was told that even after they receive this equipment I will still have to pay them 139.00 per month for 48 months. This system was sold to us on false pretenses. We were assured it was suitable to retail and it is far from it. We were never even able to get it to accommodate our inventory. The salesman was unresponsive to email or telephone calls. I feel they conveniently did this to string us along until the time that we could not cancel without severe penalties. H even told us were would be one of the first retailers using this system. Ever ytime I call, someone is supposed to get back to me and it never happens. It appears that they are not expected to live up to the agreement, but I am held to paying them for a service that is not accessible to me!

Desired Settlement: I want to send this equipment back and pay the $250.00 cancellation fee and that is all!! I should not have to pay a service fee on a system that I do not have in my possession!

Business Response: Harbortouch has called out to customer in attempt to satisfy all complaints customer may have. Customer and Harbortouch has established an action plan to lead to customer satisfaction. At this point, Harbortouch feels this complaint can be closed as we progress and work together. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2013 Advertising/Sales Issues
3/24/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The system was delivered to me not working. it took over a week to get a new system which i had to install myself, it then broke again 10 days later (december 24th) and has been down ever since. *** ******* (sales) and **** **** (***** service Manager) have promised me the best support ever to rectify the terrible beginning to my contract because even though it was under 30 days they would not let me out of my contract. They spent an hour on the phone with me to get me a new system after which they shipped the system and its not even the system they showed me in the demo. Now for over a week I have been trying Hourly to contact either of them and both of them are sending my calls to voicemail, not answering emails or calling me back. I have a system that doesnt work, They are continuing to charge me for a system that doesn't work, and they refuse to help. I have all of this in written form through emails and time and dates sent of every phone call i have made and when i have tried reaching out to them.

Desired Settlement: This company needs to for lack of customer service and support (which they promise to be 24 hours and shipping over night) refund me the amount of my contract and take their system out of my business. one week with NO contact and no support is not okay for a small business, which is now running without a cash register and has been for a month now.

Business Response: Our support supervision has been in constant contact with the merchant over the course of the past few weeks. We have phone recordings from such conversations. The system is functional however the customer is requesting items that are not supported by the software. We are working closely to help eliminate this complaint, however the system has been functional. We will continue to work closely with the merchant to resolve issues as there was a conversation on Friday between himself, the ISO on the account, and our internal support supervisor. Another call is to take place today to again follow up with account in hopes to reconcile. 


Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]



 Complaint: *******

I am rejecting this response because:
The company says they are "making calls to fix the problems" however they are not fixing the problems, they just continue to tell me that the promises made by my sales rep *** ******* are not things they can stand behind, she is a contractor and doesnt work for Harbor touch as i am told that is not their problem. This has gone on for months now, and as a small business i don't have the time, resources, to fight this big company and they know it. So they just stop communicating once they have sloved 50% of the items under question.  

The company doesn't even have a signed and legal contract from me, because my original contract from 9/6 was cancelled by *** herself and a follow up email was sent to me by the CEO of Harbortouch confirming the cancellation, *** then started the contract again without any signatures from me and no one will help me get anything that was promised of me or offered to me, or fix all of the problems because of poor sales. This company should not be allowed to treat small businesses this way, and should be investigated for fraud and false advertising.  They confirm that they have no contract after 9/6 but they still will not let me out of the "contract" they say they have on me. This company is lurking to find new/small businesses and take advantage of them with no regards or cares to the promises they make to the business. I have emails showing the cancellation and the original contract. 

Regards,

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








Business Response: The problems that were reported to Harbortouch support have been corrected. The system is in fact working and the merchant has used the system to process in prior months. Customer has been in direct contact with a Supervisor within our POS support department and has recently inquired to credits to his account. Those credits have been issued, and these were done as courtesies to satisfy past complaints. Further customization of the software which is the current issue of the customer, is not something Harbortouch can accommodate at this time and is merely a reporting feature. Essentially looking for features of the first software that was installed incorporated into the new software the merchant obtained. The merchant requested this newer version and was accommodated no cost to him, given his sense of bing overwhelmed. 


The comment related to contract dispute is unfounded. The account was suspended during the initial phase of the account boarding, claimed due to a zoning issue. However the account was resumed a few weeks later per approval of sales representative whom was in contact with the merchant. The merchant then entered the boarding phase of the POS equipment, worked closely with Harbortouch to obtain all inventory items, as well as a complete order review. The equipment was then packaged, sent to merchant location, and installed while advised by the customer. The customer from there agreed and signed an installation agreement dated 11/30/12 that is in possession of Harbortouch. Within this documentation customer signed, there is a statement that is accepted with wording related to the agreement of the  terms and conditions of the service agreement. Merchant also proceeded to use our system to process credit cards in the month of December. In January, the merchant decided the software does not work for him and agreed in an attempt to satisfy the merchant to upgrade software. Again, done at Harbortouchs cost. 

The agreement is valid and Harbortouch has at its own expensive worked diligently to satisfy all complaints. It is the impression of Harbortouch the merchant is using this forum to void contract prematurely without penalty. If the merchant does wish to cancel the agreement, the terms and conditions apply (agreed upon during installation of system) and FULL ETF will apply. 

Harbortouch is willing to and has continued to work with customer to completely satisfy all complaints. 

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

 Complaint: *******

I am rejecting this response because:


"The problems that were reported to Harbortouch support have been corrected. The system is in fact working and the merchant has used the system to process in prior months. Customer has been in direct contact with a Supervisor within our POS support department and has recently inquired to credits to his account. Those credits have been issued, and these were done as courtesies to satisfy past complaints. Further customization of the software which is the current issue of the customer, is not something Harbortouch can accommodate at this time and is merely a reporting feature. Essentially looking for features of the first software that was installed incorporated into the new software the merchant obtained. The merchant requested this newer version and was accommodated no cost to him, given his sense of bing overwhelmed."

The Problem with this statement is that they have not corrected the lies the sales people told me to get me to sign up. They continue to say that i want further customization which is not the case, i want the system that *** *. sold me. WHich i still don't have. They still have not given me all the refunds, I am waiting for ***'s boss ****** to send me a refund that he said he would send me in writing. The first software/pos sent to me was not working upon delivery, two weeks i had no POS when if finally arrived it was not the System that *** sold me. She then realized that and tried to put a band aid on the system, which broke 10 days later, one month later i finally got a new and working system. Which they say "I decided the software did not work for him" no the software did not work period it was broken, they must show record of that.. I was never "Overwhelmed" I was underwhelmed by the companies fraudulent sales tactics and inability to help their customers, being told by *** "I don't care about you or your business" being sworn at by *** more than once, and Not having a contract.  They continue to say "they suspended my contract" yet in writing from ***'s Boss ****** and from the CEO ***** i have emails saying my contract was cancelled, and if my account was suspended why would i have two different Merchant ID numbers wouldn't i still have the same ID?They have fraudulently set up a second account with out my signature and they know that. 


"The comment related to contract dispute is unfounded. The account was suspended during the initial phase of the account boarding, claimed due to a zoning issue. However the account was resumed a few weeks later per approval of sales representative whom was in contact with the merchant. The merchant then entered the boarding phase of the POS equipment, worked closely with Harbortouch to obtain all inventory items, as well as a complete order review. The equipment was then packaged, sent to merchant location, and installed while advised by the customer. The customer from there agreed and signed an installation agreement dated 11/30/12 that is in possession of Harbortouch. Within this documentation customer signed, there is a statement that is accepted with wording related to the agreement of the  terms and conditions of the service agreement. Merchant also proceeded to use our system to process credit cards in the month of December. In January, the merchant decided the software does not work for him and agreed in an attempt to satisfy the merchant to upgrade software. Again, done at Harbortouchs cost. "

The contract was not suspended it was canceled I have an email from the CEO ***** telling me it was cancelled i also have written confirmation from ****** saying it was cancelled, "the boarding phase" you mean where i waited over three weeks to hear from anyone because the sales agent *** was done and had gotten her commissions. I have no second contract with Harbor touch and the second Merchant ID proves they cancelled the only contract they have. I used the system because i was being charged a monthly minimum if i didn't use the system. Harbor touch has made it impossible to actually get help, and solve problems, and won't actually be honest.  I have now been told numerous times that there is no contract, then last week there is a contract, then today no contract but a installation agreement. I did not decide the software didn't work, it had been down since dec 24th and it wasn't the right software, *** is the one who made that known, thats why they upgraded, and yet still the software doesn't do what *** promised it would.  

The agreement is valid and Harbortouch has at its own expensive worked diligently to satisfy all complaints. It is the impression of Harbortouch the merchant is using this forum to void contract prematurely without penalty. If the merchant does wish to cancel the agreement, the terms and conditions apply (agreed upon during installation of system) and FULL ETF will apply. 

I am not using the forum to void the agreement prematurely.  There is no agreement and they know that but no one will actually call me and talk to me about it they just avoid talking about it.  We would love to have a system that works as we were promised, with refunds that were promised in writing, but Harbor Touch avoids the actual problems and sugar coats them with new claims and accusations to make sure to place the blame on me.  I have said it numerous times and they record every call I would be happy if the system was what I was promised but its not, and when you say that they stop talking and start spewing new thoughts and complaints about me. 

Harbortouch is willing to and has continued to work with customer to completely satisfy all complaints. 

Great, then why wont a supervisor call me? Why do they keep avoiding me asking for the contract (they dont have) to be mailed to me, I really would love a phone call from a supervisor to actually talk about what happened and where everything went wrong instead of just spewing all this at your customer and closing the door and saying they have done everything perfectly and have no fault.  I don't see any customer service there I see a company trying to avoid dealing with real problems. 

Regards,

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








Business Response: Customer states a supervisor has yet to be in contact, however on 2/25 there was a conversation between the merchant and a supervisor within our Support department. There is even an email correspondence confirming the communication. The contract is a secure document, that CANNOT be emailed. The only way to transmit a document of such and is policy here at Harbortouch, is to physically mail the signed contract, given the sensitive information. The merchant upon installation of the equipment and POS has signed acknowledging all the terms and conditions also outlining the term of the contract. I have provided that signed documentation as evidence. 


Harbortouch is willing to work with the merchant to satisfy all needs. I will assign a manager today from our POS Support department to reach out work with merchant to resolve any and all issues. The conversations will be recorded for documentation purposes. However the agreement is legitimate and the document attached will help clarify that aspect. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Harbortouch is abusive with their fees. They arbitrarily and continuously raised my rates above the contracted rates, and also loaded on all kinds of additional monthly fees that were not contracted to, nor agreed to on my part. I have attained new credit card processing through another processor, and when I tried to cancel, they informed me that I was liable for a $250 early cancellation fee, even though my term was for 3 years and I have been with them longer than that. They said I auto-renewed into a term with a new cancellation fee, which is not in my original agreement, nor was I notified of an auto-renewal of a new term. Essentially, this is a perpetual term because of the auto-renewal, and there is no way for my to ever cancel my account without a fee. Harbortouch is deceptive and abusive with their fees.

Desired Settlement: I have fulfilled my original term, I want to cancel my account. I want to pay no fees. I want all of this in writing, and I want them to stop accessing my account and withdrawing fees. I am with a new processor now.

Business Response: The renewal process is located under section 4.2 of the terms and conditions that were agreed upon when the application was accepted. However in an attempt to settle this dispute, I will agree to allow the termination of the agreement with no ETF. A customer support representative will be in contact with customer to provide the necessary decimation to proceed with the cancellation. 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was looking to Harbortouch to provide a pos system for my business. I was told by the sales person that I could use this system for inventory management, and all necessary reports that I would need to take care of my business. When I signed the contract I was going on what the sales person told me who I thought was an authority on the product he was selling. When the company started to build my system to taylor it to my business I was in touch with the programing department. Durring one of my conversations with one of the programers I found that the sales person did not truly understand the needs of a full service restaurant and the system was for a bakery where you enter inventory that was baked fresh that day. I explained to the progarmer that this is not what I needed and asked if they could check to see what the full capabilities of the system were. They came back to with " our system is just not capable of full inventory reports and what you need it to do". I then stopped the order with them. I later learned that they had opend an accout with ****** Bank Card before my system was build and had started to charge me fees associated with this account that I was not using. When I called to ask why I was being charged for an account that I did not have they told me that it was open for me and I would have to pay a $250.00 fee to close the account before the end of a 5 yr term. I told them that I did not have $250.00 right now to pay the fee and the customer service agent that I spoke to said that if I wanted the account closed she could only do it if I payed the $250.00 but she would notate the account that if I payed the monthly fee of $32.00 per month for 8 months that would equal $256.00 and at that time my account could be closed for no additional fee. I waited the 8 months and paid the $32.00. I then called in May 2012 to cancel my account and then I was told that I would have to pay $250.00 to close the account and that they would send me the paperwork to close the account. I never received the paperwork and forgot about it I am a very busy person. So far I have payed over $800.00 for an account that I have never used and cannot get them to stop charging my account. I have reached out to them agin and they said they would reduct the charge down to $125.00 to close the account and he said that he saw that I called in May of 2012 but there was no notation that paperwork to close the account was being sent. Somehow in the sceem of things I think they have milked enough money out of me for nothing!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Desired Settlement: Frist, the merchant account should not have been open before the pos product was deleverd to me because I could not have used the new account untill the system was build which I was told that it would take a minimum of 6 to 8 weeks conservitavley before the system was complete, then another 2 weeks for shipment, and another 2 weeks for training before I would be able to accept credit cards with the system. I would like all of the money that they have taken from me for a merchant account and a product that I never received or used and that should not have been opend and having to pay for it before I could use it.

Business Response: Merchant was contacted in May of 2012 by a sales representative of Harbortouch. At that time the merchant advised the rep that they wish to keep the account open and is looking to send in statements so that Harbortouch may match rates as well as inquire more information on the systems we provide. No account activity from that period of time until 3/4/13. An account cannot be canceled without the appropriate documentation and the customer made no further attempts to contact us. All fee's while the account remained open are indeed valid and will not be refunded. However if the merchant is wanting to cancel the contract with Harbortouch at this point, I will waive the cancellation fee's associated. 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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. 

Regards,
****** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

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