Complaint Review: Harbortouch - Allentown Pennsylvania

Ripoff Report Verified™ REVIEW:

EDitor’s UPDATE: Positive rating and recognition has been given to Harbortouch for its commitment to excellence in customer service.

Ripoff Report’s discussions with Harbortouch have uncovered an ongoing commitment by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any complaints or concerns. Harbortouch listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

The information provided in this report is based on comments made by CEO Jared Isaacman during an onsite inspection held by a third party verification company with no biases toward Harbortouch United Bank Card.

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Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..

Harbortouch was started as United Bank card in 1999 as a basic credit card processing service. They are aiming to move to a full service model, touch screen point of sales system at a low service cost to small or midsize business. The vision is to expand to the mobile device for on the go payment.

Their main sources of sales are geared towards small to midsize merchants. Their main sales are done by independent contractors or sales representatives under Harbortouch. These contractors have certain requirements that they must abide by in regards to credit card regulations. They represent Harbortouch and their products and services assist with the completion of paperwork, but Harbortouch does all of the underwriting and approval of applicants. From that point Harbortouch provides all of the services to the merchant. The independent contractor functions as the onsite representative between the company and merchant.

During the onsite interview CEO Jared Isaacman was asked to discuss what types of complaints their company receives and what is being done to resolve these issues: “The most common complaint that has occurred has to do with not having strict control over the independent contractors because they are not direct employees over the company. There is a wildcard factor with sales being made by the independent sales staff due to different variations of compliance with regulation and quality of service. Going from the credit card terminal to the point of sales, which is basically a computer system, is more complex. Merchants have an expectation of the program working a certain way or having different functions and sometimes a merchant will feel like the independent contractor oversold the program.”

”Mr. Isaacman was then asked to describe a specific situation where a client was not satisfied with the level of service they received: “Once an order has been placed with Harbortouch they may have been oversold on the product or feel that there has been a miscommunication on the sale. Once the order has been received, the account gets assigned to an Order Administrator to walk the merchant through the process from then on. If any miscommunication or over sell on the product occurred, this is where it would be worked out. For the most part, Harbortouch will try to accommodate the merchant within reason. Once the order has been shipped, the company’s tech will install the POS system and the merchant must sign off on the installation.”

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The merchant has access to 24/7 tech support on site, weekly webinars, newsletters, ongoing training sessions, support material, additional training DVD’s, and independent contractor functions that serve as a resource for support to the merchant.

If there is an issue where a customer feels as though they have been misled or paid fees that they did not authorize, they are encouraged to contact Harbortouch’s customer service department, and if the fee was inaccurate, it will be refunded to the merchant. Their fees do increase twice a year, but this is fully outlined and explained in their contract agreement.

Since complaints were made on Ripoff Report their company has made direct changes to the way they handle independent sales. They hold their representatives accountable for how they present themselves and their program. They have started a certification program for sales representatives which insures that they are fully educated on the products that they will be selling and representing. This increases the quality of the sales representatives and instills professionalism. They are also working on refining their order administration process.

In a leadership role within the company, Mr. Isaacman has instituted many changes in various areas in order to make the customer happy. They have hired a quality control manager, started an in house newsletter, expanded the office to include onsite training for employees, and implemented ongoing reconstruction within departments to better service customers.

Harbortouch is pleased to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program. They believe that taking part in this process reiterates their commitment to their customers and adds credibility to their services and business, while demonstrating their dedication to their customers.

Harbortouch POS System Review: Moon Dance Wine & Spirits from Harbortouch POS on Vimeo.

HARBORTECH / STATEMENT FROM THE THE FOUNDER AND CEO JARED ISAACMAN

”Harbortouch’s primary goal is to provide exceptional service and value to our customers. Our merchant customers are the lifeblood of the company and our success is completely dependent on their satisfaction. Every decision we make reflects the importance of this relationship and every action revolves around our customers. We strive to provide these customers with the best possible experience through cutting-edge technology and unparalleled levels of service."

Harbortouch has placed a strong focus on customer service and satisfaction. Harbortouch values each merchant it serves, realizing that exceptional customer service is just as important as competitive pricing and innovative products. The company’s award winning customer support is handled entirely in-house and is available 24 hours a day, 7 days a week, completely free of charge to all of their merchants.

Harbortouch recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s Investigation Harbortouch has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

Harbortouch POS System Review: Neworld Cafe from Harbortouch POS on Vimeo.

Harbortouch POS System Review: Jake's Bar & Grill from Harbortouch POS on Vimeo.

In summary, after our investigation, which included discussions with Mr. Isaacman and many of his past and current associates, Ripoff Report is convinced that Harbortouch is committed to quality delivery of products and services resulting in total client satisfaction.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can ensure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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Harbortouch Mike Ward Beware Before Using This Company Allentown, Pennsylvania

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.