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Leaders Merchant Services, LLC bait & switch, fee mill, deceptive, dishonest, disreputable, run around, unauthorized debits Calabasas, California
Leaders Merchant Services is a disreputable "fee-mill" that uses deceptive "bait and switch" sales tactics, classic "run-around" excuses, and a nasty "it's your fault" attitude to continually debit your business checking account for fees you did not authorize or expect.
To illustrate their unsavory tactics, if you tire of the customer service run-around and demand to speak to someone in their executive offices, they'll tell you "they don't know" or that they "don't have that number." Note that their place of business is not prominently posted anywhere on their web site (as it is on most reputable corporate web sites) and good luck finding the name of a CEO, senior manager, or anyone in charge.
Leaders is a faceless "virtual" company that deliberately erects walls of electronic anonymity to camouflage its unscrupulous business tactics and to avoid responsibility. In doing so, they've debited my account for more than 3x the expected fees.
Now my story.
When we originally signed up with Leader's two years ago, we were promised low set-up and monthly fees, although we clearly stated that we would be infrequent and low-volume users.
But the very first month we were hit with nearly $200 in fees over and above what we were told to expect by their sales agent. Included were additional set-up fees allegedly charged by the credit-card issuers, opt-out "insurance" fees, and "support" fees for our "free" terminal and "fee" imprinter. All were of course buried in ambiguous 6pt "fine print."
Worse, the so-called "customer support" agent was rude, condescending, and blamed me for failing to understand "their" terms. After a bout with the agent and his supervisor, Leaders agreed to refund the additional sign-up fees and to remove us from their opt-out "insurance" program, but they only partially made good on those promises.
Then, months later, we still were being hit with fees that were nearly triple the "low" fees were promised. Once again, they were unable to explain why they didn't do as promised or it was "our fault." So after spending hours on the phone, they would again agree to rescind the additional fees for a few months, only to inexplicably raise them again.
About a year ago, when I asked to be released from my contract due to their false representations and poor service, I was told they wouldn't to release me without charging me a $375 termination fee. So much for fairness and equity. They demand yet another fee for poor service and deceptive business practices.
Similarly, before my contract was due to expire, I notified them of my intention not to renew the contract. After faxing them the form they requested, I was charged a $99 annual fee. When I called to inquire, they claimed to have no record of either the termination form or the fee they had levied. In typical fashion, they demanded that I prove to them a fee was charged.
After again faxing them the termination form, they finally closed my account. But although I was told they'd process the request for a refund of the annual fee (once I proved to them it was levied), today I was told by the same department that they have no such power to do so.
After explaining that I was already told they would process the refund, only then did they admit that such was already in the record. Even though they still claim to be "unaware" of the fee, they nonetheless were able to explain to me that it was an annual fee levied by "another" department which they have no control over and don't even speak to!
I was also told today that many of Leader's revised fee practices were enacted due to the deterioration the economy and that they "had a business to run." Such is typical of Leader's condescending attitude and so much for the fundamental obligation to honor your commitments first!
Others have complained to Repoffreport.com about Leader's new "security" add-on fee, which is true. Like the airlines, they're raising fees to bolster their falling revenues. But unlike the airlines, you can't opt out of Leader's and your only notice of the new fee is another debit from your checking account.
So to recap my personal horror story, it is clear that Leader's in one of those unscrupulous and exploitive companies that lures you in with lots of verbal promises only to nail you with 6pt fine-print clauses and opt-out fees. They take no responsibility for their actions, blame you for your dissatisfaction, and then erect a kangaroo court to handle your objections.
Based upon their initial promises, Leaders should have only charged us about $400 in fees over the life of the contract (excluding per transaction fees.) Instead, we were charged well over a $1000 in monthly fees, despite our numerous objections.
Leaders should be avoided by consumers and shunned by all reputable credit-card companies.
1 Updates & Rebuttals
Sarah
Camarillo,California,
U.S.A.
We have worked very hard to satisfy this merchants concerns in an entirely professional manner.
#2UPDATE Employee
Tue, November 03, 2009
LEADERS has received this merchants complaint and is very sorry to hear the merchant had such a terrible experience with our company. We, at LEADERS, take pride in providing our merchants with superior customer service and to hear a complaint such as this is truly disheartening.
After careful review of this merchants account it is evident that the merchant was unhappy with our services from the beginning of his processing contract in September, 2007. LEADERS has tried very hard to work with this merchant and resolve or alleviate the issues he has had with our company. Our Customer Service has refunded $240.00 of annual fees, processing charges and end-of-month fees, as well as released him from the additional services that he agreed to and signed for in his contract. In addition to working with the merchant, our Customer Service and Installation & Training departments have advised the merchant to send back the manual imprinter in order for us to cancel out the $4.95 monthly charges. LEADERS has worked dedicatedly with the merchant over the lifetime of his account to keep him satisfied and provide him with the best processing service possible. On a separate note, the merchant seems to be incredibly upset over the standard requests our Customer Service representatives have made for bank statements. We are extremely confused by this, as it is a standard practice in any business when questions of funds owed are unclear. LEADERS has verified that this merchants account is officially closed and we have issued a refund to this merchant in the amount of $99.00 on Thursday, October 22nd. The merchant should expect the refund to be direct deposited into his bank account on or around Monday, October 26th.
We have worked very hard to satisfy this merchants concerns in an entirely professional manner. However, everyone should always read the documents they sign. Our rates and fees are extremely competitive and our willingness to work with our merchants who do not appear to understand the terms and conditions of their Agreement with us is outstanding. Our merchants must learn to take some responsibility for what they agree to, despite the fact that we always endeavor to repair whatever issues may arise.