Harbortouch TRUSTED BUSINESS REVIEW: Commitment to Harbortouch executive team and employees are committed to customer satisfaction. Harbortouch’s approach to business is focused on providing the highest customer satisfaction in the industry.
Please just beware of using this company. We got two POS systems from them for our retail store. Every month I just saw rediculous charges almost every month and when I call in to customer service all the reps are really just awful.
We recently moved locations and when I called them to have the equipment installed at our new location they said to me on the phone there would be no charge for that service and I had to reschedule the first day and then the second day when he came in he refused to set it up cause we were not done with the remodel. About a week later I was hit with a $300 fee for those two guys just showing up for 5 minutes with out literally them doing a single thing.
I called to ask about the charge the awful customer service started again and then I got transferred to the vice president of the company. He was immediately rude and laughed about everything and wouldnt do a thing. He said he terminated my contract without me agreeing to it and they would be picking up the equipment. I had a 5 year contract to which at the end of the 5 years I would have owned the equipment and now without me wanting to return it they are picking up the equipment and refusing to give any money back for the equipment I was supposedly supposed to own.
He also said there would be no penalties for early termination yet when I asked him for written proof of that he hung up. I then called back and asked the reps for written proof they refused and hung up. When I called back again the rep refused written proof once again and told me if I call back they would report it as harassment.
The systems they provide are pretty good but definitely all the charges you are hit with are not worth it. I am just putting this out there so people can see what happened to me and make their own decision if they would like to use this company.
6 Updates & Rebuttals
Curtis Stevens
United States of AmericaInstallation
#7UPDATE Employee
Wed, March 06, 2013
Installation is always included as I mentioned and I explained why there was an exception in your case and why you were charged the $300, which was based on your actions.
Curtis
SNDprinting
United States of Americarebuttal
#7Author of original report
Wed, March 06, 2013
I was rude because of how awful of an experience it was to work with harbor touch. Oh and Curtis if you think im rude you should talk to the VP of Harbor Touch
Funny side note they tried to charge me monthly fees for the next two following months after they took there equipment back.
Good news though is that I switched over to an all Apple based POS system and it works much better has many features Harbor Touch was missing and is actually much cheaper to own. Not to mention it was up and running within 15 minutes of me unpacking it. (no $300 "installations needed")
Just make sure to check your other options before using this company.
Curtis Stevens
United States of AmericaI'm the Sales Rep
#7UPDATE Employee
Wed, March 06, 2013
I'm actually the sales rep that signed up this particular merchant. There are a few things I would like to comment and explain. Before doing so, I want to state two things.
1. I have never dealt with anyone so disrespectful in my 15 years of doing business. I bent over backwards for this merchant, answering all of his questions, getting whatever resolutions I could, etc. All I received in return was disrespect, threats and vulgar language.
2. Whenever I see a review or comment on any company, I tell myself, there is always two sides to a story.
With that said...
Installation is always included with a Harbortouch POS system. In this case, the merchant told the installers to come onsite twice when his site was not ready for installation. We do not come onsite until the merchant schedules installation. Since they know when they are ready, it is a no brainer to schedule the installation when you are ready! The merchant scheduled installation twice when he was not ready.
The merchant was then charged $300 for both visits on the 2nd attempt for what we are charged by the installation company. It is not fair to expect any company to keep absorbing expenses when merchant is at fault. I have done hundreds of these deals and this has never happened, it is never an issue. Merchant should not have scheduled installation until his site was ready and done with construction, he knows if he is ready or not.
This merchant spoke to Harbortouch VP of operations. Upon conclusion of that conversation, Harbortouch felt it was best if everyone went their separate ways. Harbortouch retrieved their equipment and waived the penalty for the contract. The merchant did not pay a dime for the cancellation. They were responsible for the $300 installation charge since they caused that extra expense themselves. It went to collections and then the merchant became very hostile. Harbortouch told the collection company to drop it.
The merchant owns the system once the five year term is up. You cannot expect to own a piece of equipment the second you sign the dotted line. Just like you do not own the title to your home or car when you obtain a loan until you pay it off.
I have never seen Harbortouch retrieve a POS system in this manner. Something major must have been said for them to want to incur so much cost to retrieve a system. By the time a merchant receives a POS, Harbortouch has already invested a lot of money. They cannot then turn around and give that same system out to a new merchant. From what I was told, the merchant was very rude to Harbortouch. Enough so for the VP to want to end the relationship and absorb all the expense with it.
Curtis Stevens
www.harbortouchs.com
Gina Johnson
Boone,Iowa,
United States of America
A+ BBB rating???
#7Consumer Comment
Fri, November 16, 2012
According to the BBB, none of your card service businesses are even accredited.
Only Harbortouch America (POS SYSTEMS) of Newcastle, WA is listed, by the way your "A+" rating is gone.
SNDprinting
United States of AmericaRebuttals
#7Author of original report
Fri, November 09, 2012
Just so everyone knows when he says there are usual free installs that is not true. Only two installers can out and we were charged both times. Also the payment that he is claiming I am refusing to pay has already been debited from my bank account so I honestly don't know where he is coming up with that.
As for the awards you wouldn't have a clue this company was awarded for anything if you spoke with this man on the phone he was beyond rude, laughed at the situation as if it were a joke. He also hung up on me and told every rep to do the same. The reps were much nicer and more helpful than Mike. When I literally asked Mike who is the Vice President of the company if the president of the company was as awful as him he said yes. Sounds like an award winning team to me.
Harbortouch POS
Allentown,Pennsylvania,
United States of America
Harbortouch POS Systems
#7REBUTTAL Owner of company
Fri, November 09, 2012
The primary issue that this customer is referring to is that he scheduled our installers to come onsite for installation on two separate occasions while his business was still under construction and was not ready for the POS systems to be installed. He was unhappy with the fact that he was held responsible to pay for the installers to come onsite. Installation is normally included at no charge with our POS systems; however, when we need to send the installers out multiple times in order to do the installation, we cannot absorb the cost of these multiple visits. His contract was terminated due to the fact that he refused to pay for these additional visits. It is important to remember that the customer was the one who continued to schedule installation before his business was ready for the POS systems to be installed.
It is also important to note that Harbortouch is not some new start-up or disreputable organization. We have been in business for 13 years and have over 140,000 merchant customers nationwide. We have over 300 employees, 24/7 customer service and technical support and nationwide onsite service. During our time in business, we have received countless awards and accolades for our business operations, customer service and innovative products. We have been named to the Inc. 500 list of fastest growing companies in America for five consecutive years and have been listed on Deloitte's "Technology Fast 50" list. Additionally, we were named a Gold winner by the 2012 Golden Bridge Awards and a Bronze winner by the 2012 American Business Awards. We also currently hold an A+ rating with the Better Business Bureau.