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:12/06/2023

  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.

   
  Complaint: 20968393
  
  I am rejecting this response because: We have never refused to speak with SpotOn about this problem. We did cancel our contract with them after more than 40 telephone calls to the company. **** did in fact resolve the issue of the customer challenging the charge and those funds were deposited back into our account as stated in the original complaint. The problem is that SpotOn, or TSYS acting for them erroneously tried to collect $10,000 on a $5,000 error. As a result, we had a number of checks bounce while the held the funds which would not have bounced had they withheld the correct amount. In addition, SpotOn  (or TSYS) continued to withhold deposits in excess of the original $5,000. Some of these deposits were deposited at a later time ,but not all of the money they withheld was returned. We have called several times to speak with some of the supervisors we had previously spoken with about the issue, however we never received a call back after having been assured they were informed about our calls. I have documentation of the monetary transactions but am not able to send them today as I am not at the location where I have kept them. SpotOn claims to create a ticket for every call they receive and the action they have taken on that call and we have received notification that some of these have been closed with out the requested return call by a supervisor. We were told this issue had been elevated to a higher level but never heard of the results of this action by phone or in writing.
  
  Sincerely,
  
  *********************** redeposited (a day later than when collected) but there is a balance of approximately $1300.00 that have not been returned. Additionally, the original error of $10,000.00 that was removed from our account caused a number of checks we had written to bounce due to insufficient funds, which would not have occurred if they had withheld the correct amount. These created bank charges of $224.00 plus additional costs to our vendors which we paid. Finally, SpotOn collected their fee on the original error but state they cannot refund this money.I have contacted the company by telephone at least 40 times, spoken to supervisors about the issue and have been told the issue has been elevated to the highest level more than 5 weeks ago. To date we have heard nothing back from them about a resolution or explanation of their failure to act on the issue.

  

  Business Response

  Date: 12/12/2023

  ******************** claims that there was an overcharge of $5000.00 on a customer's credit card on 8/3/2021.  This is true and when the error was sent for correction to our Payments partner, TSYS a mistake was made and then rectified.  The refund to the customer was entered as $10,000 and not as $5000.00.  Due to circumstances beyond our control the situation was exasperated by the mistake with TSYS and the chargeback initiated by the card holder.  

  
  We understand the frustration in working through these kinds of requests and the importance of finding a resolution that works for all parties.  
  Shoffeitts off the Square requested a refund of $5k for a refund to a customer.  Our payment processor mistakenly issued a refund for $10k. Shoffeitts off the Square did not have enough daily sales to accommodate the hold, standard procedure in refund cases, so a hold was placed by the Risk team for the remaining funds.  Later, the customer initiated a chargeback dispute which resulted in an increased hold of $15K (the original refund request made in error of $10K and the chargeback of $5K.  It is definitely confusing when this occurs.  The chargeback case was resolved however, TSYS deposited the money back into the merchant bank account instead of releasing the hold for daily sales.  This resulted in Shoffeitts off the Square receiving $10,000 that was not their funds.  Funds were held from daily sales until the owed funds could be recouped.  
  SpotOn did alert  ********** off the Square of what occurred and that SpotOn, the sponsoring bank and TSYS did reconcile and confirmed no monies were owed back to the merchant no monies are owed as Shoffeitts off the Square received a $10k deposit in error and those funds had to be collected.   
  

  Please see attached document for breakdown.    
  
  Basically, instead of removing the Hold on the merchants account a deposit was processed to the merchants bank account. We were able to confirm that the deposit was made on the back end.  When SpotOn attempted to contact ********** off the Square to explain in detail *** and *************************** had already canceled and refused to listen to what occurred.  We completely understand the frustration in this case and apologize for the added burden placed on the business.  
  SpotOn would be happy to speak to the merchant again and provide detailed accounting of circumstances to demonstrate all funding has been settled and is now accurate.  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service.  Again, we apologize for any inconvenience.

  

  Business Response

  Date: 12/20/2023

  We understand the frustration in working through these kinds of requests and the importance of finding a resolution that works for all parties.  We have circled back with our settlements and Risk teams and were able to once again validate that no monies are owed to ******************** or Shoffeitts.

  Findings demonstrate that there were ACH rejects for $10,000.00 and $5017.15.  This was one refund and a chargeback.  The processing on the account was $-15,017.15. One of the refunds that was processed in error, was reversed on 10/05/2023 ($5000.00) and paid directly to the merchant. The chargeback ($5017.15) was reversed on 10/10/2023 and paid directly to the merchant. TSYS held sales to pay off the collection balance on the account for the other 5K refund that the merchant originally intended but never paid. Please see the attached document with the screenshot from TSYS.  

  SpotOn did alert  Shoffeitts off the Square of what occurred and that SpotOn, the sponsoring bank and TSYS did reconcile and confirmed no monies were owed back to the merchant no monies are owed as Shoffeitts off the Square received a $10k deposit in error and those funds had to be collected.   
  

  Again, we apologize for any inconvenience but all funding was managed appropriately and no funding has been identified as owed to the merchant.    
  

  
  
  

• Initial Complaint

  Date:12/05/2023

  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.

  SpotOn almost doubled my automated monthly charge rate in March 2023 for no apparent reason. My business partner whom has the exact same credit card machine was still charged her lower monthly, but my rate increase almost doubled!! **************** has been anything but good, and closer to horrific. I've called several reps from the company and no one seems to think I can talk to a manager, and one rep said my rate was increased "from corporate, but not sure why and I'm not able to change that". Unbelievable. I am demanding my $300 owed in back pay to account for this overcharge that occurred for 10 months, and will find another company.

  

  Business Response

  Date: 12/12/2023

  Dr. ****** complaint states that SpotOn increased the automated monthly charge back in March 2023.  SpotOn does periodically increase fees but is committed to working with our valued clients to ensure satisfaction.  SpotOn reached out to ************** to have this matter resolved.

  Our client experience team spoke to ************** and she stated yes she did leave a complaint and that the new credit card terminal is working fine at present however she had expected a larger refund.  SPotOn did refund the account $210 on 12/6/23 and reduced her platform fee back to the original amount plus applicable sales tax.  SpotOn has agreed to refund the remaining $90.00 and has issued a credit memo refund to have this matter rectified.  
  
  ************** was much happier with the update and our commitment to have her request addressed.  We appreciate Jeans patience as we worked through this matter.  
  
  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service.  Again, we apologize for any inconvenience.
  

  
  

• Initial Complaint

  Date:11/08/2023

  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.

  When we first installed the SpotOn POS in our restaurant we were promissed that our systems would be able to talk back and forth between our ice cream parlor and restaurant ( ex. someone orders food in the ice cream parlor.) The install was very rushed and they did not check all the printer routings to make sure that our systems were talking properly as it was already 7pm-ish and the installer had to go. He said he would be back another day. Haven't seen him since. Called SpotOn about sending an installer out to finish the job about 8 months later. They want to charge me $375 to send an installer out to finish the job. I am not paying them anything, as they haven't even finished the initial install from back in March!

  

  Business Response

  Date: 11/12/2023

  ********************* at SpotOn is working to have a tech scheduled for onsite as a one time courtesy.  **** did speak to ********************* on October 26th regarding his request to understand the $375. This is the standard charge for onsite visit once an account has moved fully out of onboarding and installation.   charge is for," but once I responded. **** did explain the field service charge but had not heard back from *************  ******  did indicate they needed instruction on how to properly network and wiring to allow their systems to communicate between buildings and that they were working with an audio and video company to coordinate scheduling. Since the quote was never authorized by signing off, the work was not scheduled.  SpotOn was not aware of any dispute of the onsite tech fee. 

  
  ************ has indicated that the dealer installing the site promised the systems would be able to talk back and forth between their ice cream parlor and restaurant.  ************ stated the install felt rushed and the printer routing was not verified prior to completion of the installation as ****** said the installer stated he had to leave around 7 pm on the date of install.  ****** further stated that a return visit was promised and did not occur.  After reviewing the account and as a good faith gesture, SpotOn will send a technician for an onsite visit at no charge as a one time courtesy.

  
  ********************* is working with ******************* to have this completed.  We understand the frustration in working through these kinds of requests and the importance of finding a resolution that works for ****** and Crossroads Bar & Grill.  **************** has initiated the verification and scheduling process and understands the charge will be waived. 
  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service. 
  
  

  
  

• Initial Complaint

  Date:11/06/2023

  Type:Sales and Advertising 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.

  August 2, 2023 I canceled my services with ***** POS and SpotOn. Since August up to November they have continued to charge me monthly for services I no longer have. When I call or email customer support they tell me the same thing someone is working on canceling my subscription. I have not received any refunds or a confirmation that the service was canceled.

  

  Business Response

  Date: 11/13/2023

  **************** had originally canceled his account in August but the request was not received by the retention and cancellation team.  SpotOn apologizes for any confusion.  The account has now been closed and no future billing will be applied.  The last two charges for $60 did fail; however the two previous software fees of $60 will be refunded within two weeks of the date of this response.  

  SpotOn investigated the claims and acknowledged the original request received on August 10, 2023 however the account was not permanently canceled until October 29, 2023.  The two invoices for $60 each, INV433659 & INV384125, were successfully processed and monies will be credited back as long as the bank account is valid and accepts the **** The two invoices, INV532566 & INV483000, failed and no refund is required.  No future charges should be applied.  Our support team has worked with leadership to ensure the matter was fully resolved.  We understand the frustration in working through these kinds of requests and the importance of finding a resolution that works for all parties.  

  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service.  We apologize for any inconvenience.

• Initial Complaint

  Date:09/30/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

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

  

  Business Response

  Date: 10/05/2023

  ********************* worked with **** regarding the issues he was experiencing with ******** to provide clarification and details surrounding the items that ******** needed to address related to processing credit cards end of month when it falls on a Sunday causing late payments for his tenants. ***** was able to assist in **** connecting to ******** to issue an engineering ticket on their end to have this issue resolved.  The ******** team has promised to resolve or respond to the engineering ticket escalated on their end.  It is important to SpotOn that this matter be fully resolved for **** although we are reliant on ******** to address and correct the issue we would like to gain further insight on the fix. 

  
  Additionally, we have sent over a Rate Change Addendum to reduce processing rates to match your historical rates and the updates will be made once we receive the signed copy. A credit has been issued for $450.00 as a gesture of good faith.

  We understand the frustration in working through these kinds of requests and the importance of finding a resolution that works for **** and ********************. 
  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service. 
  

• Initial Complaint

  Date:09/21/2023

  Type:Sales and Advertising 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.

  We signed up with SpotOn and they processed payments as they charged me fees out my bank and extra as well they owe me ****** dollars that was never paid back to me then I gave the benefit of doubt that some how I would get money back needless to say I got merchant loan through them so every payment I processed they took money for loan plus fees but the loan company files a lawsuit saying they never received any payments so I sent them the information from SpotOn but of course they denied I made any payments as well so I log back in 3 or 4 days later and the previous information that I printed out had totally change to different amounts so after I sent it to the loan companies lawyer SpotOn went and changed/ edited the information now I dont know what to do I would like them held accountable for what they are doing to small businesses

  

  Business Response

  Date: 09/26/2023

  ********************* worked with ****** both via telephone and email to provide clarification and details surrounding the deposits and fees on the merchant Dashboard.  The email confirmation sent on September 26, 2023 is detailed below.  SpotOn cares deeply about our clients experience and takes all feedback seriously.  We do appreciate ****** bringing her concerns to light to address and provide clarity.  

  Please review attachment with formal and detailed response based on the telephone conversation between ********************* and ************************* on Friday, September 22, 2023. 

  We appreciate Ms. ************* patience while we worked to provide the appropriate documentation and resources.    

   

  
  

• Initial Complaint

  Date:09/07/2023

  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 asked them to cancel my credit card machine and I didnt. I said he taking money out of my account.

  

  Business Response

  Date: 09/18/2023

  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  We are sorry to hear of your challenges however we have reviewed extensive case notes for your account.  Our team has made numerous attempts to reach you by email and telephone to have any outstanding issues resolved.  Most recently, ********************************* did attempt to call this week but your voice mail is full so he sent an email. 

  Rest assured, your account is closed.  Any refund request can be discussed with our support team at ********************************** or please reach back out to ***************  We can potentially refund software fees paid for months you were not processing as I can see the original request was made in June but we were not able to confirm with you at that time. 
  You can reach ********************************* at  *******************************************. 

  We appreciate the opportunity to be of service and will take all feedback under advisement. We certainly wish you and Big Mamas Kitchen the very best in all future endeavors.  

• Initial Complaint

  Date:09/05/2023

  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.

  We are International auto center, a used car dealer located at ***********************************************************. Phone number ************ On March 28, 2023 we sold a used 2017 ******* Sonata vin number ***************** to ******************************* in the amount of $11,500 out the door split in two payments the 1st payment made in cash for $7,000 and the 2nd payment for $4,600 on a credit card ending on (**** from Citibank)On March 29, 2023 our merchant account Spot ON deposit on our bank account $4,600 Then on Jun 1st 2023 Spot On made a 2nd deposit for $4,600 to our bank account Spot On claimed it was a mistake and then on August 1st 2023 Spot On took back one of the $4,600 transactions from our bank account .And it was okay till Spot On started to hold all payments taken on with the credit card machine and claim that we still owed them $4,600 for the 1st deposit made to us on March 29,2023.******************************* was helpful enough to provide a copy of his credit card statement that shows that Citibank paid Spot On the amount of $4,600 , spot on should not be keeping out money . but spot On still is claiming that international owes them $4,600..

  

  Business Response

  Date: 09/18/2023

  RESPONSE TO COMPLAINT:

  Mr. ***** complaint centers around a chargeback on May 2, 2023.  Standard protocol is that the funds related to a chargeback initiated either by a Cardholder or the issuing bank.  The *** to pull funds back for the $4600 were rejected.  The SpotOn had to pay back the issuer when the Chargeback was initiated, refund back the cardholder.  Due to the reject, SpotOn paid out the $4600 without recouping these funds from Intenational Auto Center.  On 05/02/2023 SporOn received the *** rejection alert.  The $4600.00 debit showed as insufficient funds so SpotOn was out the $4600 paid back to the issuer.  On June 1st the chargeback was reversed by the bank and the reversal was paid to the merchant. This means that the merchant was paid paid for the initial transaction, and again for the reversal, but never paid the chargeback. They received double funds.  SpotOn is not holding any monies from Mr. ***** in fact, quite the opposite.  ************************* received the original transaction and again the funds for the reveral, $4600 +$4600 = $9200.  International Auto has an outstanding balance of $4600 to SpotOn and the account is with our legal team and in collections.

  SpotOn is holding no funds from *************************.  This matter can be resolved amicably by having Mr. **** reach out to SpotOns risk team at *******************************.  In addition, all bank statements for May 2023 and June 2023 for ************************* can be provided to SpotOn Risk for review and to assist in demonstrating the $4600 monies owed.  

  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  We believe Mr. **** genuinely may not be aware of how the debit and credits related to this chargeback were applied and a review of his account would quickly confirm the monies owed. 
  
  We appreciate the opportunity to be of service and look forward to hearing from Mr. ***********************

• Initial Complaint

  Date:08/18/2023

  Type:Customer Service 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 have had nothing but horrible experience wit this company. I have been waiting on a refund for 2 months now. I have changes on my account due to illegally drafting my business bank account. I am getting nsf fees due to this issue you all have created an have not taken accountable for.

  

  Business Response

  Date: 08/25/2023

  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  Our client support and escalation team reached out to ******** to explain process and review the account details.  The equipment was received back in July and most of the refund was already issued, $245.20 on August 16th. 

  ******** is seeking the remaining $53.80 totaling the $299.00.  This was an oversight and we have issued the refund and it has already been processed.  ******** was also understandably upset with one of the interactions with SpotOn support.  She requested to be escalated to leadership and the agent did not oblige.  This matter is being reviewed by call center quality control. ******** has claimed that she did not receive the funds from the original refund.  Our settlement and banking teams verified the bank account information and no failed billing or rejects appear on this account.  The funds were directed to the account on file. ******** can work with ****, one of our support leaders, and provide the full month bank statement from August for review to confirm the funds did not deposit to the bank account on file.  We can open a separate investigation in that case.  

  **** has indicated to ****************** that banking confirmed that the account on file matches with where funds are being directed and Netsuite (billing system) indicates the refund has been settled.  We advised that ******** speak to her bank directly to verify deposit.  We did offer to schedule a three way call with her bank to provide any required details but ****************** refused and indicated she will handle herself.  SpotOn is happy to review the August statement to verify all line items before, during, and after the deposit refund August 16, 2023.  
  

  SpotOn wholeheartedly apologizes for the miscommunication and inconvenience.  The matter has now been appropriately addressed for *** Smoke Shop.  ******** was understandably upset as this is not how SpotOn treats its valued clients. We certainly empathize with the frustration in working to have this matter resolved.  We appreciate the opportunity to be of service and will take all feedback under advisement.
  

  
  

• Initial Complaint

  Date:08/10/2023

  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.

  Received SpotOn collar on 8/9/23, yesterday. Both yesterday and today the collar started to malfunction. The app stated the dog was in the home and showed it on the map, however, the dog was down the road. Worked fine this morning this afternoon same exact is**** Sent email about issue which they did not respond to, and so today on 8/10/23 I called customer service which they just go through platitudes and generic fixes without actually trying to fix the actual issue, and assume everyone that buys these outrageously priced collars is an idiot. All I want to do is have my dog be able to utilize my 100 acre farm which shouldnt be difficult if the product acts as advertised which apparently it doesnt.Why is it so difficult to have a product actually do as advertised? Instead they act like the customer is the issue, you can send it back and we will inspect the collar meaning since receiving it yesterday I obviously must have done something to it so it doesnt work. Right. Replace collar or refund and it shouldnt take three weeks to receive either or I will just ****

  

  Business Response

  Date: 09/17/2023

  This is not a SpotOn product or customer.  We have alerted the ********************** of the error.  SpotOn Transact is a FinTech and Point of Sale along with merchant software solutions and has no products or services related to pet products. Please see ************************************** as further reference.   We apologize for any confusion.  Thank you