Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a merchant who uses this company to process sales. I was told the online processing through Masa was a free feature of my merchant account. I after researching discovered this was not true. I spoke with four separate employees receiving separate information on how to close my account. Was assured it was closed and would not be charged the monthly fee. However when making a call insisting on speaking to someone in management I was told there were no managers to speak to. After much persistence, a manager did come on who then explained I will be charged ***** for the cancellation.

  Business Response

  Date: 09/06/2024

  As noted by our staff in the calls you had on 9/5/2024
  
  MASA Online ordering is free to merchants using Aldelo Express Point of Sale.  The fees ************************* is seeing are from there Tsys merchant processing account used to process credit card payments. 
  
  ************************* did want to cancel this account and did so on 9/5/2024 and was pointed to our cancellation page on our website that does remind merchants that there is a Early Termination fee that maybe as high as $595.00. 
  
  A copy of the merchant processing contract from Tsys has been sent to the merchant for review. 
  
  There is no contract for MASA online as this is FREE service and the merchant can simply turn this feature off if they are not using it. 

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened new small pizzeria shop, as recommendation of my IT guy I was looking for company to process merchant payments and also get get system for online order for my business and tablet to operate everything.Before signing the terms I spoke to ***************************** an account manager at this company to check all the details. ****** promised us that there is no contract since I paid for the device in full and the only charges I should see are the percentage commotion that they taking from each transaction of payment that made with credit card / debit and higher percentage in case need to enter the payment manually. ****** promised to received the device with few days, I contact him few weeks before my business opened so I can process payment when my business will open. I signed on all the paperwork and opening day got closer and I didn't received the device. Many times when me and my office person tried following up with ****** we would get any response to phone calls or emails. during this time I had to open my business, I had to use an ipad so I can charge customers manually which caused customers longer line and some just left because each transaction had to be entered manually and I also had to pay higher fees to Aldelo, L.P.After 3-4 weeks my IT guy received the device however the device was damage and didn't work so we never received the device. I decided to go with another company that will be able to provide us better service and device that works!I have tried multiple times call ****** he would avoid my calls, and only responded to one of my emails with cancelation fee of disconnecting our service from Aldelo month before our their policy along with threatening putting a lien on my business account. I do know what farther action to take since I have never even received the device or got the service I was promised too and lost money buy doing all the transaction manually. I feel l been taking advantage over by big company who nit being honest, not providing what they promised about their term and can do with my business account as they please. I hope someone can contact me regarding this matter and solve it. Best Regards, Igal

  Business Response

  Date: 06/22/2023

  We are sorry to hear you are not happy with your *** devices you purchased.  

  We do see you purchased a *** E700 that was damaged and covered under warranty and is able to be replaced by the manufacture.  This does require you mail them the *** E700 for replacement and replacement does take several weeks typically as shipping each direction is 5 days. 

  Your *** A60 we see is fully functional and will allow you to take payments and make orders directly from this devices and does not require manual entry. 

  You can find out more about your *** RMA by calling ************ or by Email at **************

  As for your cancellation, There is no lien placed on business but you do have an Early Termination that is part of your merchant processing agreement.  You will want to review your merchant processing agreement as to the terms that apply to you. 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20218094
  
  I am rejecting this response because: I start my communication with Aldelo on February and in May still haven't got their device, that was paid in full, I already lost a lot of money buy using for weeks manually and paid higher fee, I haven't got response when I tried to communicate with the account manager from Aldelo. 
  Bottom line they didn't deliver what was promised to me over the phone and they also didn't mentioned anything about a contract that tied to period of time, I was very clear that I wouldn't sign on anything if its tied me to timeline. 
  And even if I did you guys never delivered me the device, you didn't keep your part on the term either. 
  I'm using now a company that actually delivered what they promised and response when we need assistance. 
  I demand to disconnected from you guys, you do not have any authorization to charge any farther charges from my business account and i do not want any involvement with dishonest business like yours very simple.  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/23/2023

  Again we are sorry for your inconvenience.   We do show that you did get both devices that where sold to you but that the *** E700 was damaged in transports and is able to be replaced under warranty with ***. 

   

  As for your Need to use manual Entry, Your *** A60 does not require manual entry and does allow for swipe, Dip and Tap transactions. 

  As both ordered Items have been delivered to you, but the *** E700 is needing to be replaced by *** and you are waiting for the warranty replacement unit from ***. 

   

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20218094
  
  I am rejecting this response because:
  Good afternoon,
  
  You keep responding irrelevant answers.  
  I don't see any resolution with the communication we have with Aldelo. I have no idea who PAX is. 
  I never had any communication with this company. 
  We do not have their devices. The technician that worked with you guys took it back and said will handle it since they not working and will send it to you guys back. 
  We are not using your system or devoices because you never provided what we agreed  and you guys promised me over the phone, since the devices are fully paid (which I have not received or used). 
  Our contract is not VALID! 
  I'm really not sure what else we can do to solve this matter, there is no contract since you guys never provided any way the service!
   Pats I would really appreciate if you can step in to solve this mater and relies me from this company. 
  
  Regards,
  ***********************

• Initial Complaint

  Date:03/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aldelo's billing team made an error TWO years ago, caught the issue a year ago (one month support not paid due to us switching bank accounts at one of our locations and Aldelo not picking up on the new account fast enough), forced us to WIRE!! under $100 dollars (as opposed to just taking a cc payment over the phone or any other convenient method of payment). Last year, access to software was restored nearly immediately after their receipt of the wire in the amount of $128.35. Exactly a year later, we were erroneously dunned for the same invoice in the amount of $63.35 (plus $65 penalty), only to find functionality of the software suspended AGAIN for the same tiny amount that was ALREADY settled 366 days ago. This time, multiple calls and e mails over the course of two days have only resulted in "lip service", saying restoring functionality would take time and "they apologize for the inconvenience." Our business function in this particular company (**************************) is severely hampered by the "shut down" POS System, causing significant, possibly irreparable harm. Our Aldelo account number is ***********.

  Business Response

  Date: 03/20/2023

  The *** payment for the Aldelo EDC software subscription for 2/25/2021 was returned by the merchants bank with *** rejection notice " R16 - Acct Frozen By RDFI or Legal Action'." 

  This is a message from the merchants bank (not from Aldelo) 

  The merchant was notified by there bank as per banking regulations and by Aldelo on 3/2/2021 with information that included bank wire instructions that included payment information and a request for the bank wire receipt so our accounting team can match this up with his account and release the account once the bank wire was received.   

   

  The Bank Wire was sent but the *** receipt was never sent to Aldelo, This resulted in the Software subscription being cancelled and Aldelo's records of who this receipt was sent from not being updated. 

   

  On 3/12/2022 the merchant wanted to restart the subscription, But as the account has not been cleared due to not having the payment receipt from the original *** Rejection, This information needed to be provided by the merchant who did take several days to provide this information and Aldelo's accounting team will need to match this up with payments from 2021 (2 years ago).  This will take some time as indicated to the merchant. 

   

  During the past two years the merchant has not been being charged for this software subscription and there is no refund to give them.  

   

   

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19614423
  
  I am rejecting this response because:

  *****'s response if factually incorrect. The receipt for the **** was in fact sent to Aldelo the same day as requested. We also IMMEDIATELY resent the receipt the same day were were asked, ie. 3.15.23, not 3.12.

  Not having software running for now SIX business days while Aldelo is "matching up" the payment is simply not an acceptable timeline and is torturously interfering with our ability to do proper business.

   

  I expect a phone call or written response with a firm commitment as the when services are restored.

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/20/2023

  I am sorry, but Aldelo did not get any bank wire confirmation until 2 years after the original rejection and matching these records will take time. 

   

  Please note that during the past 2 years, There has been no subscription for this software and no charges to this merchant for this location. 

   

  Any new subscription would require that the ban wire is confirmed and that the new subscription is accepted and started.  

• Initial Complaint

  Date:10/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had purchase the device which called pax 60 from Aldelo since August 2, 2022 . It was cost $358.20 Before i purchased this device i was talking with Sale representative , his name is ****. B. I was told that this device i could use this device to charge customer same like credit card machine as well as i could use device to take the customer order at table service. After i got the device , i tried to use it as credit card machine , unfortunately i could not use it at all. I called to customer service every Monday for 2 months . Nobody could help me solve this issue. Aldelo Company started to blame at ****************** and ******************* I Called to ****************** , they said nothing wrong with their device. I Send Email to ********** ( sale representative ) , i told him i need my refund or give me another model of device. He refused to help me or refund me money back,. He kept telling me to wait until ********** fixed the problem which nobody knows when this issue will be solve ( maybe 1 year 2 year ) Aldelo sold me the device that i could not use it at all. At least they should test the device before sell to the customer or refund or exchange the new model. I do believe they gave me Fraud adverting which is illegal. Finally i give up of calling them. I cancel the service with them at the end of September. I had sent them an email about my cancel service. On Monday 10 October 2022 , Aldelo customer service called me i told them i already send email about cancel the service , they want me to sign a cancel . I told them to send me the email i will fill up the cancelation . since then nobody sent me any email at all I have been their customer for 7 -8 years. But it is not fair for me that they sold me device that i could not use at all. Please help me get my money back. Thank you

  Business Response

  Date: 10/17/2022

  We are sorry you are having issues with the *** device.  The issue you are experiencing is not with the Aldelo software but an issue with  the *** Broadpos software and *** is looking into this,  

   

  The device does work and allows you to take credit and debit cards with an exception of a few cards in a specific bin range that does require those card to be manually entered,. 

   

  *** support can better explain this as it is there device you are having issues with and you can reach them at https://www.pax.us/contact-us/ or at ************

  
  

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18231112
  
  I am rejecting this response because:
  1. Before i purchased this device why your sale representative would not tell me that this device accept only some card? ....Fraud Information.  I was told this device would be use as credit card machine but more easier to use . 

  2. Good function device are supposed to be use without any Exception. It is supposed to be with debit or credit card , Master card , **** , Discover or Amex 

  3. Manually enter credit card number will be cause of dispute from customer in the future. I would not buy if i have to enter manually. 

  4.Eventhougt it is not Aldelo software issue but this device was sold by ********************. Aldelo should be the one who take responsibility for this issue.

  5. I did called Pax 3 times all of them said the same thing that nothing wrong with pax device . ******************** told me that this issue is about ************  One day I was talking with Aldelo , *********** and me, Aldelo  said it is about ********** issue .

  Aldelo please make decision about this problem. Whose's  fault between ********** or pax device ? 
  Sincerely,
  
  *************************

  Business Response

  Date: 10/18/2022

  Aldelo is working with *** to address this issue but This is a problem with the *** software on this device and *** is working hard to address this issue.