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:09/07/2023

  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

• Initial Complaint

  Date:08/07/2023

  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.

  After constant system crashes with SpotOn the system finally went down as whole. This cause us to lose 2 large caterings and our sales for lunch which came to about $6,000, and then forced us to leave another event on the evening. When we were sold the terminal, we were promised that the machine never fails and that even if something major happened ********** Router would immediately kick in and make everything work again which was also a lie. The manager ,**** out of *******, never picks up his phone and only sends text messages claiming hes on the phone. Therefore, this company is taking part in shady sales practices to sign up restaurants then leaving them off to fend for themselves.

  

  Business Response

  Date: 08/14/2023

  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 and we are in the process of cancelling your account. 

  
  We understand the frustration when dealing with system outages even though these are not always attributed to the software.  The ****************** outage was quite unfortunate.  Amazon is usually quite stable with reliable up time however the recent outage seemed to cause loss of revenue due to catering events that you could not deliver per the details provided in your quite.  I apologize that you were guaranteed the terminal could never fail as with any POS system relying on technology it is possible some downtime can occur although rare.  The Meraki router is usually a reliable fail over security measure.  We will be relaying your concerns regarding **** not being responsive. 

  ************************ and *************************** of our Client Success team did reach out and spoke to you about the pain points described.  Your feedback is essential to improving our support and technology.  They did provide the details you shared with leadership regarding claims you were overpromised and text messages that went unanswered.  It is unfortunate that we were not able to work with you earlier to retain your business however SpotOn wholeheartedly apologizes for the miscommunication and delays in responding to your concerns before now.   You were understandably upset as to the manner in which you were treated 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.
  

  
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20436809
  
  I am rejecting this response because:
  

  you want to pass the blame to Amazon for a one day outrage, but Ive experienced constant outages with no support. For example, I once again had to rush to the restaurant this morning and trouble shoot another outage that lasted until 11:30am. Furthermore, you force us, the client, to use representatives from another country that cant hardly be understood, and have a horrible attitude. In addition, during todays outage another customer yet again told me, how can you expect me to bring my employees to eat here when you cant even get your machine to work. The reputational and monetary damages continue to hurt my business yet you try to pass the blame exactly as your reps have done every time I call. Therefore, my request is extremely simple and fair; refund me for the equipment that I was sold on lies, and well go our separate ways. Considering the lost on business and caterings that I lost because of SpotOn it easily adds up to over $7,000, yet youve profited from the high volume of transactions that my business processes. 

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

  

  Business Response

  Date: 08/23/2023

  SpotOn respects ****************** opinion and disagreement.  We will reach out to the merchant again to speak to him and accept any pertinent documentation to demonstrate loss of business however, this does not guarantee that SpotOn will credit for claims of missing funds.  We understand the frustration when dealing with system outages even though these are not always attributed to the software. SpotOn does consider this matter closed.  

  Your feedback is essential to improving our support model. The outage was unfortunate however, it was attributed to other factors beyond SpotOn systems as earlier described in the previous response having to do with Amazon Web Service.  SpotOn did not experience any other previous extended outages to service however,  it is possible latency issues may occur with any location relating to connectivity due to internal infrastructure or internet provider issues. We genuinely apologize for any inconvenience even if it was due to one of our partners. 

  We wish ************** the very best in all future endeavors.  

   

   

  
  

• Initial Complaint

  Date:07/25/2023

  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.

  **** on charged me incorrectly for a system and never refunded me. I was over charged by $250 dollars it was acknowledged and no one did anything about it. This happened in May 2023. I have now gone on for 1.5 months emailing them and contacting my rep and I have not gotten a single responds. *** contacted other people in the company that have agreed with me and said they would be reaching out with in a week and that was almost a month ago. At first I wanted just the $250dollar refund now I dont want their products at all. I rather go with someone else at this point. The refund that is owed to me due to an over charge on their end is $250 dollars. The full refund of the products is 750. Im asking for this to be resolved and me no longer deal with this company. Im way to small of a business to be having to deal with this, and this is too much money for me to let go.

  

  Business Response

  Date: 07/26/2023

  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  

  We can see that ******* made several attempts to contact SpotOns support team and was not given the attention the matter deserved.  We see that ******* was given incorrect information about the status of the charges paid.  It was evident from the merchant's transaction history and the SpotOn invoice that the merchant was overcharged.  Unfortunately this was due to the data entry into Netsuite Billing as the deposit should have been deducted.  The message that the $250 could not be refunded was wrong and it should have been issued right away.

  ******* called back on July 1st to report the overcharge and SpotOn support did create a case for billing team to confirm that overcharge.  When we attempted to call back and left a voice mail for ******* that the refund was pending investigation.  The refund has been processed and funds reached the merchants bank.  SpotOn wholeheartedly apologises for the miscommunicaiton and delay in resolging this matter fully.  The matter has now been appropriately addressed for Sunne.  ******* 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:06/16/2023

  Type:Product 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.

  This card system has collected so much more money over the period of 4 years than should have been hundreds of dollars over! I canceled with them tried to work out a refund that was never justified properly we settled on a very small amount after battling for months, NOW I have used equipments or systems since 11/01/2022 and I am STILL being charged every month different amounts by spot on! Every month they advise my account has been canceled and it will never happen again. However, they continue to fraudulently charge me. Completely unacceptable and unorganized company. I am not understanding at all why its still charging me they promise call back after call back there billing department is never available its simply fraud at this point. I am requesting all of my funds back immediately and to close my accounts remove my banking Information.

  

  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 and we are in the process of cancelling your account. ********************* worked with Dru to identify the outstanding issues and find a reasonable solution.  SpotOn appreciates Drus patience as we worked through the matter for a permanent resolution.  

  ************** explained in more details the Cash Discount (fees) that were not passed along to the customers and retrieved reporting to identify receipts between Jan 2022 - Jan 2023 via Poynt.net.  These were provided to show that the 4% convenience fee was enabled onto the terminal. In reviewing the case notes associated with ********* account, we confirmed that the cash discount program began in April 2020. 

  SpotOn had attempted to enable the 4% Cash Discount in April 2020 onto the payment terminal however this was unsuccessful as the business was required to close due to COVID 19 shut down protocols.  At the time you indicated that you would call us back so we can walk you through adding Cash Discount onto your terminal.
  

  SpotOn agreed to calculate the difference between our Preferred Pricing Rate Structure set at ****% for debit cards and the ****%. The amount was calculated at $937.65. On August 23, 2021, a refund of $269.24 was also provided to you due to the convenience fee not being enabled onto your Poynt Terminal along with six (6) months of waived Platform Fee or Software as a Service (SaaS) of $25.00 / month or valued at $150.00 for a total compensation amount of $419.24.  We then provided an additional  $420.00 credit for a total compensation of $839.24.

  As ***** has earlier communicated, SpotOn is willing to provide a good faith gesture and refund an additional $668.41 or the difference of $937.65 - $269.24.
  It is unfortunate that this was not resolved before now.  We understand the frustration in working to have this matter handled.  You were understandably upset in feeling that you concerns were not heard.  ********************* will be making the refund request to have a check sent with our AP team. Please note this process can take up to 2-3 weeks but watch email for details on having the request processed.  

  We appreciate the opportunity to be of service.  We wish you the very best in all your future endeavors.
  

  
  

  Customer Answer

  Date: 09/20/2023

  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,
  
  *******************

• Initial Complaint

  Date:06/09/2023

  Type:Order 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.

  I own ************************************ in ********* ******* and I was looking for a new credit card processor.... I found Viv from SpotOn and she set up my account and the people from SpotOn entered the wrong business account info in for where I would accept payments and they ended up holding money I received from my clients and I had to argue with them and do all kinds of bank papers to show them I have the proper accounts.. and that THEY screwed up... ******* Viv even told them that they misentered the info and to make a long story short I had their services LESS THAN A MONTH and I canceled them.... well here we are in JUNE and they keep billing an account that I do not keep money in and they keep over drafting the account so they apologized and said it won't happen again but IT DID THE NEXT DAY!!!! $39 over draft fee... and to block them from making transactions with that bank account its $49!!!!! I am asking for BOTH fee's to be paid to me by SpotOn and can send in banking proof if needed.

  

  Business Response

  Date: 06/19/2023

  RESPONSE TO COMPLAINT
  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  

  
  The complaint has been appropriately addressed for ************************************ in ********* *******. ************************ was understandably upset surrounding the error relating to entering an incorrect bank account resulting in funds held in reserve.  Due to this issue, ************************ chose to cancel his account and was charged for software fees.  SpotOn had updated our billing system to NetSuite which updated protocols in the billing system to require the net 30 days for software fees upon cancellation.  This should have been relayed but the support team may not have been aware of the changes. We sincerely apologize for the inconvenience. 

  ****** from our recovery team spoke to *** on June 12th.  She relayed that the account was cancelled March 20 2023 and the final charged of $28.23 was billed.  This did cause an overdraft fee $39 and SpotOn did agree to refund the $39.  We further advised that an additional refund of $50 was not needed to place a Stop Payment as the account was closed permanently and no further charges should apply. ************************ agreed to remove the complaint after he receives the refund and confirms no further charges would be applied. There is no need to return the terminal and SpotOn will not charge for the equipment.  

  ****** followed up with *** on June 15th when she asked to confirm deposit of the $39 refund.  We certainly empathize with the frustration in working to have this matter resolved. We respect the right of our merchants to do what they feel is right for their business and its customers.  We appreciate the opportunity to be of service and will take all feedback under advisement.

  Customer Answer

  Date: 06/20/2023

  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,
  
  ***************************

• Initial Complaint

  Date:05/10/2023

  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.

  Spot On is supposed to be providing professional services to ****************** LLC dba Blue Room. There was an agreement signed on April 20, 2023 to be effective with the purchase of the business on May 1, 2023. On May 4, 2023 we discovered that we were not receiving the funds from our credit card transactions. Our account representative was notified. I contacted him again on May 5, 2023, at which time he indicated that the issue would be corrected that day and that we would be responsible for collecting the funds from the previous owner. On Monday, May 8, 2023 the account representative was contacted again, stating that we would fix it. Wednesday, May 10, 2023 after 5 phone calls to Spot On and still not reaching the correct department, since our account was never set up, I finally received a message from the account representative that he had contacted the President of Spot On. I have had no further communication.

  

  Business Response

  Date: 05/22/2023

  SpotOn takes all inquiries and client concerns seriously.  We did immediately investigate this matter and reached out to ****** to identify what outstanding issues existed. The primary issues were surrounding a change of ownership that occurred earlier this month.  This process can take up to two weeks to complete and finalize the approval of the new account owner and set up a new MID and update the terminals to ensure funds are deposited into the new account accurately.  It appears that ****** began processing using the terminal prior to terminal update unbeknownst to her.  This did cause challenges to **************. ************************* and ********************* both Retail leadership at SpotOn have been working with ************** to have outstanding issues resolved and to work to ensure all funding has been completed. 

  We apologize to ************** for any confusion or misunderstanding.  She should not have been told that funding could be immediately redirected as SpotOn is obligated to follow payment processing and banking industry regulations and protocol.  The change of ownership was in process and the terminal slated to be updated. ************** should have been given realistic expectations about funding based on the completion of the new Merchant identification (MID) number and a successful terminal update.  SpotOn did move funds using a rekey process to credit and debit individual transactions to ensure both merchants have accurate **** data and via protocols.  Any missing funds will be refunded to ****** based on closed credit card accounts or declined transactions.  The rekey process has been completed and a refund of $503.10 has been submitted and should deposit to Blue ********** account within 3-7 business days.

  There were two other issues that have since been resolved regarding Gift Cards and Auto Close: 

  
  Gift Cards:  ****** did not understand how to load gift cards initially.  Although there was likely a templated email sent to provide instructions on how giftcards are handled ************** was not aware how to load the cards. 

  Auto close is a default given to all SpotOn merchants to avoid funding delays or lost transactions.  ************** requested to forego the auto-close option and asked that it not be enabled due to tip adjustmentshansdled in the evebinbg.  AutoClose can be set at 4 or 5 am to avoid issues with tip adjustments and ensure funding daily and manual batches can still be processed as well.  ******************* to ************** that the business is located in rural ************, where business volume depends on numerous factors, and manually batching fits their needs best however did not fully understand Next Day Funding windows.  All deposits must be batched by 10:30 EST to receive next day funding.  
  SpotOn waived any platform fees through September 2023. 

  SpotOn is committed to having all concerns heard.  SpotOn understands the inconvenience this may have caused.  It is important to note that any changes to ownership or business structure must be processed similar to a new business.  We certainly empathize with the frustration in working to have this matter resolved. We respect the right of our merchants to do what they feel is right for their business and its customers.  

  
  

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20044100
  
  I am rejecting this response because:

  The account setup was initiated on April 20, 2023.  We were never told that there would be an extended window for account setup, and May 1st is 10 days compared to the two weeks they claim they need.  Nevertheless, the account still was not established until May 12th.  I informed them May 4th that funds were missing, and did not receive feedback until May 11th.  That is not immediate.  

  I do not know who ************************* is.  I was informed that President ******************* was going to be contacting me, which did not happen.  

  The issue with the gift cards is NOT resolved.  It is still occurring, and is not a training issue.  All other staff are aware of how to process credit cards and gift cards, and we have had numerous interruptions in the ability to process or load both.  I asked for a training document for the benefit of how I like to learn.  The staff had done this regularly, and it still does not work.  

  Whether auto batch is a default or not, it should have been disclosed.  I have never had a software company initiate any user-defined options without discussing the options.  Arbitrarily implementing a default or any other process mechanism should be properly disclosed, timely.  The choices should lie with the business to determine what practices work best or make the most sense.  Being in ************ has nothing to do with not wanting our batches to close at 7:00 pm during a supper rush.  

  We still have not received all of the funding for the credit card transactions that were reprocessed.  After a 5-day delay in responding to me, ********************* notified me yesterday that the declines and account-closed ************************** ($503.10) have yet to be approved internally at SpotOn for them to be processed.  There is a time value of money that SpotOn is not respecting.  Whether it's next-day funding or second day funding due to batches closing later, we aren't getting our funds timely.  At 27 days into doing business, we are still owed funding.  This has nothing to do with a misunderstanding on the timing.  The processing has not been completed.  They claim to be following payment processing and banking industry regulations and protocol, but that is not the case.  

  There is a lot of rhetoric being thrown around that is easily disputable by dates.  I am providing facts; which I have more on exact times of phone calls, who with, and how long they lasted.  SpotOn has conveniently skirted around providing any such details.  

  My time has continually been wasted running batch updates on terminals.  It is not appropriate for SpotOn to utilize my business time to set up terminals that they failed to program correctly.  Over the course of 5 day, approximately 4 hours were spent standing at terminals going through key functions and waiting for updates.  Ultimately the update performed itself in an overnight.  However, the Clerk ID is still missing to be able to load gift cards.  This is costing us business.  Customers are frustrated.  This is not the best use of my time, and prevents me from being able to conduct sales.  
  

  Initially, ********************* profusely apologized for all of the issues that we have had and took full blame.  Now, he has informed me that they have no intentions of compensating for my time, the opportunity cost of not having our funding, or assisting with any reputation assistance.  The seems to be the only avenue for accountability.  

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

  

  Business Response

  Date: 06/05/2023

  We are sorry to hear that you were unhappy with our response and still not satisfied with the resolution offered. 

  ********************* did spend a great deal of time working on this account and ********************** feels that a reasonable solution provided based on the contractual agreement and available solutions.  SpotOn does not compensate merchants for time invested when working to address and resolve disputes or requests.  We certainly understand the aggravation potentially felt when working through this matter and resources utilized on both sides.  

  
  The investigate into this matter identified the frustration in the purchase of a new business and the Change of Ownership (***) process. SpotOn did work on moving the accounts within a reasonable time period. This requires setting up a brand new account and MID  (Merchant Identification Number) associated with the business FEIN.  SpotOn cannot manage funds processed and deposited until the *** has been fully executed. Even then, when ****** began processing using the terminal prior to required updates to ensure deposits were routed to her bank account, ********************** supported actions to have funds routed to her account.  Although this would have caused challenges to ************** the processing occurred under the OLD owners Merchant ID and not on Blue Moon Amandas MID under her Fed ID.  

  
  We apologize to ************** for any confusion or misunderstanding.  There is not way to immediately redirect funding although when this occurred we took action to make Blue Moon whole. SpotOn did move funds using a rekey process to credit and debit individual transactions to ensure both merchants have accurate **** data and via protocols.  All missing funds have been submitted to Billing and a refund of $503.10 has been processed.  There were two other issues that have since been resolved addressed in the original response.  : 
  Gift Cards:  ****** did not understand how to load gift cards initially.  Although there was likely a templated email sent to provide instructions on how giftcards are handled ************** was not aware how to load the cards. 

  
  Auto Close:  Auto close is a default given to all SpotOn merchants to avoid funding delays or lost transactions.  ************** requested to forego the auto-close option and asked that it not be enabled due to tip adjustments handled in the evening.  AutoClose can be set at 4 or 5 am to avoid issues with tip adjustments and ensure funding daily and manual batches can still be processed as well.  ******************* to ************** that the business is located in rural ************, where business volume depends on numerous factors, and manually batching fits their needs best however did not fully understand Next Day Funding windows.  All deposits must be batched by 10:30 EST to receive next day funding.  
  SpotOn has also waived any platform fees for 6 months, a value of $150.00 as a good faith gesture and added  courtesy.   It is important to note that any changes to ownership or business structure must be processed similar to a new business.  We certainly empathize with the frustration in working to have this matter resolved. We respect the right of our merchants to do what they feel is right for their business and its customers.  

  We appreciate the opportunity to be of service and will take all feedback under advisement. We respect ******* right to do what she feels is in the best interest of her business.  SpotOn has extended itself beyond the terms of the agreement to ensure Blue Moon was restored. 
  
  
  
  

• Initial Complaint

  Date:05/04/2023

  Type:Order 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 have attempted in good faith with an ****** fair timeline to resolve issues with SpotOn. 1. Since June 2019 They have deposited random amounts into our bank account that do not coincide with our contract terms. I have requested info and a resolution too many times. 2. They began charging a extra 'platform fee' in March 2023 which was also outside of our contract terms. We have reached out to a plethora of customer service agents, our rep, her director via phone calls and email. I have provided documentation but to no avail, we do not receive a response. This company has proven to be unprofessional and their lack of value for customers most clearly overshadows their product and promises. We firmly believe consumers should be made aware of their 'business' practices.

  

  Business Response

  Date: 09/18/2023

  First, we apologize for failing to respond back in May.  Our support team had been working on the cancellation request and outstanding issues and a response to the Better Business Bureau complaint should have been sent at that time.  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 and rest assurred, your account is closed and no future billing will apply.  We understand that you did have a special agreement, per your statement, that you were not to be charged any platform fee of $25 plus applicable sales tax. I can see that you did begin receiving charges in May 2023.  This was due to a transition to a new billing system.  Please see the screenshot of your account stating it is cancelled and each attempted ACH charge and refund for $27.00 March 24th, see below.  We do owe a final $27.00 to you for the April 1st charge of $27.00 and the May 1st charge of $27.00 was never successfully billed.  We have cleared your balance to zero. No monies are owed.  (Screenshot is included on the attached PDF) 
  
  Our records show that you originally called to cancel back in March and one of our retention specialists, *********; de *********** retained your account by refunding the $27.00 and should have removed the platform fee.  It appears this was not executed fully.  Since a stop payment was placed on your account we can request that a check be sent for the $27.00 due to you.  ************************* has reached out to you to get details on correct address to request the final refund and address any other item that *** need to be addressed.  You can reach ***** at ********************************** or ***********************************. 

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