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:03/22/2023

  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.

  Mr ***** sold me a point of sale system and I got the A800 price 700$ and the A920 200$ so I purchased the A920 cash . Total deposit 250$ I was told by ******* manager that I was going to be able to use the A920 for something specific that I asked ! To then learn he did lied . So we decided to cancel the A920 with Mr ***** , then the equipment never arrived 3 weeks later we cancel the system by phone , same day I receive a call from ***** and ******* on a 3 way begging me not to cancel ! I told ******* that I was lied to and was not satisfied with the results ! He promised to over night the A800 at no charged if I got them back ! I did ! Equipment showed up 3 days later . We closed the account 2/15/23 , my new balance is over 1000$. We never received the A920 ( check email for confirmation from ******* ) he claims that the 250$ was for the E800 and not the A920! So thats good news he said! Now am being charged for the A920 and A800 ! And being charged the 50$ monthly fee even when ***** acknowledged on the email my account was closed ! I was promised a refund for the 250$ see email ! This is not including the 2% repayment on the A800 which is close to 80$ that was being taken from the transactions. I am conscious that we do owe them money around 370$ . Breakdown A800 700$ Minus 250$ minus 80$ total of 370$ Will need a refund on March monthly fee 50$ And a refund of 600$ which they overcharged for the equipment!

  

  Business Response

  Date: 03/26/2023

  We have been able to connect this complaint to one of our merchants, Discount King.  Our primary contact is ************************* who confirmed she was not aware of a BBB complaint but stated ***** was her husband.  We are required to speak to the primary contact in our records for risk and security reasons but have worked with ************** to have this matter resolved. 
  The account will be cancelled and no future billing will occur upon receipt of the E800 PAX Terminal and the A920.  We show a charge  of $978.54 for financing overdue and can refund once we confirm the charge has completed on our end and the hardware is in our possession. 

  
  *************************, Client Success Manager, spoke to to March 24th to confirm she was unaware of the lodged complaint but confirmed ***** is her husband. ******* has agreed to mail the E800 back to SpotOn and the $250 deposit along with the $978 billed will be refunded.  Any other devices onsite will be required to be returned to SpotOn to avoid further charges or collections.  **** sent an email confirmation with the return address for Hardware Return Shipping team.  **** has agreed to return the email communication with tracking information.  
  **** confirmed the agreement to allow the return all equipment in appropriate packaging and in good working order and discontinue the use of the E800 within 30 days. SpotOn will refund any settled charges once the equipment is inour possession and in excellent working order. 

  
  We have no knowledge of any cash exchanges and cannot address such claims as that would be out of SpotOns purview however, we encourage **** to reach out to local authorities for any wrongdoing beyond legitimate charges by SpotOn directly via ACH regarding exchange of cash for equipment as we have no knowledge of record of this action.  We appreciate the opportunity to be of service and wish Discount King the very  best in all future endeavors.   

  
  It is our commitment to timely and thoroughly responsive as is evident by resolution of this matter within 24 hours of receipt by speaking to ************** directly on Friday March 24th.  Please do not hesitate to contact SpotOn with any further questions.
  

  
  

  Customer Answer

  Date: 03/27/2023

  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:03/15/2023

  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.

  We have over 20 POS terminals that were sent to the wrong place after following directions provided by spoton support. This could have been avoided if shipping labels were provided, but after asking numerous times for shipping and processing information we just paid out of pocket to get the show on the road. We've asked for clarification since then and been ignored. This has been going on since mid January. We recently escalated this and were receiving updates and responses for a few days, including being told our new terminals were being shipped out from San ****** on 3/8. It has been a week with no tracking number or ETA. I do not think SpotOn is being truthful with us, I think they don't have terminals to send and they are stalling.What makes this situation particularly unbearable is the utter lack of professionalism by our account manager. In the past six months there have been countless unreturned voicemails and emails, she is constantly WRONG about things and has never apologized or attempted any kind of corrective action. We very politely requested a new account manager a few months ago, and her boss basically told us everyone loves her and we're crazy and to buzz off.

  

  Business Response

  Date: 03/22/2023

  SpotOn is in communication with ****************** to find reasonable accommodations for the challenges faced in advance of kicking of their 2023 baseball season.  Admittedly, there were hiccups in proper communication to update confirmations and general execution in shipping out the 20 replacement devices. The primary concerns center on shipping errors and delay along with pain points relating to ongoing technical hurdles requiring permanent resolution such as gift card errors, connectivity, accurate order synching, and system crashes.

  
  SpotOns Success team has stepped in to expedite the shipment of the 20 terminals and has reassigned ****************** a new Client Success Manager (CSM), **********************  We have approved and processed a credit for $2514.21 for the shipping fees incurred by *******************  We are working diligently to make things right.  Expedited and complete resolution will be dependent on Mr. ******** participation which has been a challenge to schedule although we respect his time and understand he is busy readying for the new season. 

  
  Action items:
  

  SpotOn has offered to send an enablement resource to visit onsite to discuss ongoing challenges and work to resolve any outstanding items however, our invite was declined. 

  A new CSM has been assigned to the ************************/River Cats account. 

  The 20 replacement devices have been shipped and should be onsite.  Our teams are actively coordinating the next steps to configure the units for the field.
  

  Email Communication on Monday, March 20th outlining the next steps necessary to ensure proper readiness for the 2023 seasons opening day:   
  Asked for an email to SpotOn Support *********************************************** with the device serial numbers that were sent for RMA. 

  Support will need to disassociate those SNs from their TIDs so those TIDs are available to be assigned to your replacement devices. Upon receipt of the replacement devices, please send the device serial numbers and the corresponding Q20 serial numbers to Support and designate which device each is replacing so they can assign them to the correct MID / TID and configure them in the HIPs server.

  When all E800 devices are online, the SpotOn Support team can assist with uploading the following firmware needed which was detailed in via email communications on March 20, 2023.  
  Directions were provided on troubleshooting and performing test transactions to avoid errors and to report any issues immediately to SpotOn support.  
  *********************, VP of Client Relationships, and *****, EVP, will be meeting with **** and the Kings team on-site this week to identify the best path forward for all stakeholders.
  
  ********************* and the Client Success team is coordinating efforts both virtually and onsite to remedy previous issues from recurring and address current and ongoing challenges.  We certainly appreciate the added burden to ****************** and the *********************** in attempting to rectify outstanding concerns to ensure a successful kick off the new season.  Although our offers to visit the stadium previously have been denied, we feel we have made good progress in the last few days in closing gaps and addressing items requiring immediate attention. 

  
  We will continue to offer open and direct dialogue to ****** a positive partnership. It is our intent to build back the trust in SpotOn by encouraging weekly meetings designed to proactively engage in honest feedback and find creative solutions as needed to avoid disruptions to service and allow you to concentrate on this baseball season.  SpotOn is dedicated to superior service dependent on listening to feedback and gaining insight into how we can continue to improve our support model.  We appreciate the opportunity to be of service and look forward to establishing a strong relationship built on trust. 

  
  

  Customer Answer

  Date: 03/23/2023

  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:02/22/2023

  Type:Service or Repair 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.

  We used them for the majority of 2022- and stopped in late fall- went to another company- we need the *** Form **** (I believe) that shows the income tax to be paid for 2022 - we have not received anything from them- they sent it the first year in 2021 but nothing. We also have a terminal that i would like them to pick up- we have no use for it.

  

  Business Response

  Date: 02/23/2023

  Hello ****,
  
  We had our Success team reach out to you today to have this handled. We understand the frustration in getting this resolved.  We sent you a copy of your ****k for 2022 via email today.  We did confirm that we were sending you a copy of the **** and had previously send it out via regular mail to your your legal address which is done by early February by our sponsoring bank.  We sent this to your legal address at as ************************************* 67752-9540.
  
  Regarding your SpotOn Register terminal, you are able to keep this device as there is no need to return the equipment.  We appreciate you reaching out to notify us of these outstanding items and are happy to report this has been resolved. 
  
  We appreciate the opportunity to be of service.  Please do not hesitate to contact us with any questions.  

   

  Take care and we wish you and The Flower Cottage much success in all your future endeavors.  

   

  Client Success Team  

  Customer Answer

  Date: 02/24/2023

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