Retriever Medical / Dental Payments, Inc.

I am cancelling my service with this company. The sales person was not honest! he promised us one thing and later on I noticed the fine print said something totally different. I am going to get hit hard with cancelling fee, while the sales rep told us that I can cancel without any penalty. The cost also was different than what the sales rep explained to us. one word DISHONEST!

Retriever Med/Dental merchant processor is very bad. I want to cancel my service since I have a better company offering lower rate but they want to charge me $700 for penalty fee. They also want to charge me for service equipment fee of over $2800. They made it very hard to close account.

Review: In July, 2013, I notified the company that I was leaving my group practice and moving to my own office effective August *, 2013, and that I wanted to cancel services with them. I was informed that my representative, [redacted], would contact me. Since August, I have been completing my own transactions with a square reader.I was out of the country the month of October. Upon returning, I discovered in my November bank statement that I had continued to be billed each month. I again called, and again was I formed I need to speak to [redacted], and they would have him call me. After not hearing from him for another 2 weeks, I called a third time and spoke with Mitch in customer service, who was quite rude when I explained my situation, and said I had to cancel in writing, and that [redacted] had to complete the paperwork with me. He assured me I would receive a call from [redacted]. After several days, I called again and this time the woman helping me said she would let [redacted] know and also send an email to his supervisor. [redacted] called me the next day. This was November [redacted]. He insisted I meet with him at my office, even though I told him I wanted to cancel my service. He said he could not meet with me until Dec [redacted] at 1:30. I cleared my schedule at 1:30. I received a call from his office that he was running late and couldn't meet me until later that day. I had patients the rest of the afternoon. I am closing my practice May [redacted], and only when I became angry and informed them I was closing my practice, did they finally agree to fax me the cancellation paperwork. I have paid over $200 for services I did not receive, and which I tried to cancel in July.Desired Settlement: Reimbursement for payments for the months of August 2013-February 2014, for which I was billed and for services that were not rendered.

Business

Response:

This issue boils down to a misunderstanding. We spoke with the administrator of the office. All is settled and she is writing you to let you know. She also realizes that this would have been solved without involving the Revdex.com. She will let you know that she wishes to remove the complaint completely. I hope you will honor her request. Thank you much!

President / CEO

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Under NYS law S5-903 Retriever Medical Dental was obligated to notify me in writing that my contract with them was due to renew. They did not and automatically renewed my contractDesired Settlement: I want to be released fro my current contract with Retriever without penalty

Business

Response:

Dear Revdex.com Moderator:

Review: My company spoke to gentleman named [redacted]. We wanted to end our services with this company. Our contract end date was given to us for March of 2014. so we sent in a letter stating that we would like to discontinue service with them after our contract was up which [redacted] stated was march 2014. Months after we still continued to get charges on the company credit card but we had already ended our contact. In may we called [redacted] again and he said that our charges would end in July and he would be sending us a termination email. After several days of not receiving the email my office had to call [redacted] again and finally we received the email which in turn ended up being a buyout email telling us we had to contact Lease Capital Group. We had never heard of Lease Capital Group. My office called Lease Capital Group and was then informed that we had a second contract with them and would now how to buyout of that contact. While, speaking to [redacted] at Lease Capital Group my office informed her that we had no idea about this second contract or else we would have continued to until our contract was up. But now, we already signed a new contract with Bank of America. [redacted], stated "mam they never tell you about the second contract." After hearing that I knew that we were never informed about that the second contract. They hid this from us and we now are paying for 2 payment systems.Desired Settlement: I would like to not have to buy-out of the contract and be refunded any charges put on the company Credit card from march 2014- present.

Business

Response:

Dear Revdex.com Moderator:

I have attached the lease document which the merchant himself signed. (I have redacted his account information for the merchant's protection). The document clearly lays out the terms of the agreement. A copy was left with the merchant on the day of sign up. The merchant processed with us for approximately 39 months. The charge for the lease was displayed on the merchant's business bank statement at least 39 times with a phone number to call for questions. There was no hiding of the agreement. In fact, the merchant himself admits in the complaint that our representative pointed it out. That agreement actually helps us convince the merchant to stay on board with us so there would be absolutely no advantage to us "hiding" it.

I see where the problem is quite clearly. It started when he signed up with a new processor. When we sign up a new merchant, we look over their account carefully to be sure they are not in a non cancellable agreement. We help the merchant end their existing agreement and pay any cancellation fee they may incur for them. In my professional opinion, this is what his new processor should have done. I understand the merchant is angry, but his anger is truly misdirected. This could not happened if his new processor had walked him through the process.

There are only, approximately, 9 months left on the agreement. The lease is with a third party company and we don't have the benefit of those monthly payments. Perhaps the merchant should go his new processor and they will help him with the remaining payments.

It is also important to note that this merchant account was a dual account / partnership with another doctor who retired. They shared the equipment and services. When that doctor retired, we, out of kindness, closed the account with no cancellation fees. We did this as a courtesy which demonstrates our superb customer service. After such a demonstration, I would have hoped for the benefit of the doubt or at least the opportunity to compete.

I'm not sure why the merchant who made this complaint left us in the first place. We provide a guarantee that we will beat any valid written offer or all fees are waived and the merchant would have the freedom of going anywhere with no fees whatsoever. That guarantee is emblazoned in two places on each and every monthly statement we send to the merchant. The statements are bold with an actual image of a "stop sign." The merchant's new processor, seeing this, should have advised them properly. We would have beaten whatever offer was provided to him and there would be no reason to go through any of this. So again, I understand the anger, albeit misdirected.

I will be happy to speak with the merchant directly and offer to continue his services at even further reduced rates. With only 9 months left on an agreement, it seems short sighted to walk away from, lifetime warranty, lifetime supplies, lifetime chargeback protection so that patients cannot reverse charges on legitimate treatments, copyrighted healthcare forms, and many other services which the merchant cannot get with his new processor.

I will certainly follow the advice of the Revdex.com moderator assigned to this issue. I hope you can clearly see that there is no fault on our part. On the contrary, we have gone above and beyond the call of duty and we would never bring on a new merchant without giving them proper advice about their existing open accounts,

Sincerely,

Review: Higher rates than promised are being charged for our transactions. 1. In September, we had a total of $900.40 that fell into the "non-swiped" category yet $13,510.70 worth of transactions were charged at that higher rate. Similarly, in October, we had $241.40 worth of non-swiped activity yet $15,548.05 was charged at the higher rate. I have been promised return phone calls and a correction to our account yet neither has occurred. 2. Disproportionate dollar amount is being categorized at the "non-qualified" highest rate. In August 37% of our activity fell into that category. This was supposed to be the interest rate that we would rarely see. 3. Terms of the competitive price match have not been met.Desired Settlement: correct billing errors and waive cancellation fees when we decide to go with another merchant services provider

Business

Response:

Dear Revdex.com Moderator:

We do not determine how a card qualifies. The credit card associations do. If a card is non qualified then the merchant is charged the non qualified rate listed on the agreement. There may be an issue with how the merchant is accepting the cards. For example, if they are accepting the card manually and not doing the proper address verification required by the card associations, the card would qualify at the highest level. This would happen with any processor they worked with.

I will look into this further. If it is a training issue, I will be sure the merchant is trained properly in order to avoid this fee. If, by some extreme chance, there is a mistake, the merchant will be credited in full. Either way, I will see that the situation is resolved as we always would. This certainly did not need to go to the Revdex.com.

Sincerely,

Retriever Medical Dental Payments, Inc.

Review: We revoked the authorization this company had to debit our business bank account, in June 2013 and they do not abide. We had to incur $90 for stop payments via our bank, and they last 6 months. The company continues charging our business bank account $5 monthly and will not stop.Desired Settlement: We want them to stop charging our account, and reimburse the fees we have incurred.

Business

Response:

To Whom it may concern:

As [redacted] of the company, I looked this account and read through the history carefully. All accounts, as per banking law, must be cancelled in writing and signed by the original signer. On two separate occasions, we delivered to you the proper close instructions and the letter to be signed by the owner. One time it was faxed to your office and confirmed. Another time, it was hand delivered by our representative. To date, we have never received it back.

Our guarantee states that we will beat any valid written offer or your cancellation fee will be waived. We are very proud of that policy. Unfortunately, we were never given the opportunity to honor that guarantee. In good faith, I am willing to give you a choice of the following: 1) We will cancel your account and deduct the monthly statement fee and minimum usage fee that you paid since you left our company, and deduct those fees from the cancellation charges. You will only be responsible for the balance. Or 2) We will honor our agreement, beat the rates you currently have and give you a free upgrade of our [redacted] which will do everything your current processing system does and more. We will program and train your office in person at no fee. Further, we will give you, by check, a full refund, by check, of all monthly statement fees and minimum processing fees from the time you left our company to the present. If our system does not work exactly as we promise, we will still credit the aforementioned fees and waive all cancellations fees.

I believe you will see that I am doing everything in my power to ensure your satisfaction.

Please let me know how you wish to proceed.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Here is our response to the business:

"[redacted],

As you have stated, "All accounts, as per banking law, must be cancelled in writing and signed by the original signer". We indeed requested in writing that our account be cancelled, and requested that your company stop charging our bank account. We are attaching proof to this case, with our faxed letter dated June [redacted], 2013 (Fax confirmation). We also have a return receipt of the same letter we mailed to your company.

Your company choses to attempt to force a customer to sign your company's "Template Letter" which includes legal waivers and authorizations to charge cancellation fees, etc. According to your "Template Letter", you waive cancellation fees in the event your are unable to beat a competitor offer, however, it conveniently leaves out anything referring to your company delivering on other necessary components of providing adequate business services.

On several occasions, we contacted your company for copies of statements, requested call backs by the representatives of your company, and received lack of promptness of service. We found it a monumental taks to obtain a basic statement of credit card charges, in order to verify accuracy. These were the reasons that led us to seek more reliable and prompt service from another provider (not price alone).

We are attaching applicable laws provided by the US Dept. of Treasury, which we have satisfied by providing you our written notice revoking authorization to charge our account.

We certainly hope that, once and for all, your company will CEASE AND DESIST from charging our bank account after we have expressly revoked your authorization to do so, IN WRITING.

Please advise,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Our dental practice signed up for credit card charge services with Retriever Medical / Dental Payments, Inc. (Address: [redacted], Phone: [redacted]). website: [redacted].) in September 2012. On several occasions, we contacted the company for copies of statements, requested call backs by the representatives of the company, and received lack of promptness of service. We found it a monumental task to obtain a basic statement of credit card charges, in order to verify accuracy. These reasons led us to seek more reliable and prompt service from another provider.

The company has engaged in deceptive, dishonest, unethical practices, and has continued to charge our business bank account electronically after we gave them written notice on several occasions to revoke their right to do so. We currently have this complaint in process with the Revdex.com of New York, versus Retriever Medical / Dental Payments, Inc. as the company continued to charge our bank account electronically monthly, despite our written request to cancel services with them. This occurred over a period of 10 months. They have now charged us a $700 early cancellation fee, which they state was in the contract, despite their original sales representative verbally misrepresenting the contract by stating there were not any cancellation fees. And this was after we were communicating with them about how we only had 17 months left on our contract, and would incur TOTAL fees of $85, by allowing them to continue charging our account for the next 17 months, and cancelling at the end of our contract. It was also after they initially would not accept our request to cancel, in June of 2013, nor honor our communications to them revoking their right to debit our bank account.

We are in the process of finding out if we have cause for a class action lawsuit against this company. We would imagine many other merchants and past customers have experienced similar practices and have come across a good deal of negative information about the company on the web. The company claims to have over 20,000 merchant customers, and is sponsored by[redacted], which claims to be the largest privately owned banking company in the United States, with locations in seven states and more than 6.6 million customers across the country.

We are attaching the most recent letter we sent them, in March of 2014, revoking again their authorization to debit our bank account, as well as the screenshot of their cancellation fee of $700 to our bank account, on April [redacted], 2014, despite a communication from their “CEO” via the [redacted] dispute messaging process on April [redacted] stating “As [redacted] of the company, I looked this account and read through the history carefully. All accounts, as per banking law, must be cancelled in writing and signed by the original signer. On two separate occasions, we delivered to you the proper close instructions and the letter to be signed by the owner. One time it was faxed to your office and confirmed. Another time, it was hand delivered by our representative. To date, we have never received it back.” In other words, their CEO was stating they did not honor any of our requests because we did not sign their company template cancellation request, the day AFTER their company charged our bank account the cancellation fee.

In order for the [redacted] to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted]:

Once again this merchant is 100% wrong with all of their information. They did not find any negative information whatsoever on our company. They have researched a completely different company. We are Retriever Medical Dental Payments Inc. We have been in business for 25 years. We have over 50,000 healthcare only clients and we process more healthcare dollars than any processor worldwide. Just because a company has the word "retriever" in their name does not make it the same company. That is like saying that every restaurant that sells [redacted] is owned by the same company.

The merchant's initial letter stated that we could not do any debits whatsoever from their account. That is a direct violation of their agreement. We could not possibly honor such a letter. Even so, I gave them the opportunity to get a 100% credit along with a very generous offer. At this point, I will wait for the instructions from you the [redacted]. I believe it is crystal clear that this merchant is simply trying to bully us into releasing them from a perfectly legitimate agreement. I wonder how the doctor would feel if a patient placed a malpractice suit on her simply because the patient did not want to pay their bill. This is wildly unprofessional. Even at that, I am willing to discuss this matter. I cannot, however, allow this merchant to make false accusations, pull false information on our company, defame the honorable man who signed them up, and place illegitimate complaints on the company that I founded and nurtured...all just to get out of a legitimate agreement. Throwing in the towel at this point would be equal to admitting that we did something wrong when we did everything perfectly by the book. I will have to consider legal action if this merchant continues to defame my company. Furthermore, this is a business-to-business agreement not a business to consumer agreement. The merchant is in clear violation of the agreement… I have every right to place a [redacted] complaint on their office for breaking the agreement.

I await the response of the [redacted] and I'm happy to have a conversation about this.

My direct desk line is ###-###-####.

Thank you,

Review: My accountant at tax time asks me what this recurring $39 charge on my bank account was, and when I followed up I discovered that Retriever was charging me for the 'free' terminal they gave me. I looked into other CC processing companies and discovered that not only was I paying more than before, but the fees I was actually being charged were higher than what was quoted to me. I wrote a letter informing Retriever of my intention to cancel their services and I gave them the 30 days notice they requested.

10 bays later I get a call from [redacted] (-----------) telling me that I can not cancel; that our contract -- "What contract?" --that 4 page small print document -- "The one labeled Merchant Agreement? That is not a contract." -- he continues, on that paper it says I can cancel with NO COST OR PENALTY only if HE can not beat any valid written offer from another merchant, His decision. Then he threatens me with a $750 termination fee. "What termination fee", he never said there was termination fee nor did he mention a contract length that bound me.! I complained to him at his sales pitch that my very first CC processing company 30 years ago locked me into a contract for 5 years and I would never do that again. [redacted] assured me that I could change companies at anytime, pointing out his "OUR GUARANTEE" page which requires 30 days written notice.

In the "Merchant Agreement", we had gone over the 'Section 10 Occurrence Fees' very carefully and nowhere in these clearly defined charges was any mention of a termination fee...... however, hidden in the definitions below in tiny print, is a lengthy explanation of the above fees: ACH fee, [redacted] Misuse fee, Integrity fee, Floor Limit Fee, Batch fee, Usage fee, and smack in the middle -- NOT listed above in the boldly printed fees above-- is a Termination Fee. [redacted] did not speak nor point out these major consequences and fees.Desired Settlement: Cancel services and our 'agreement' with 'NO COST OR PENALTY' as stated in their guarantee.

Business

Response:

Dear [redacted]:

As [redacted] of the company, I take this situation very seriously. Therefore, I have personally looked over this account. I am proud to say that everything is perfectly in order. I have attached the documents which the merchant signed and some other forms. Below is a numbered description of each. My scanned copies are not the clearest. The merchant will have much more clear originals, however these should be easy enough to make out.

1) The signed agreement showing rates fees and liquidated damages. I have marked specific areas with an arrow and an asterisk.

2) The signed purchase order showing the monthly fees and the services included.

3) The lease and service package agreement showing the monthly fee and the terms and the authorization to withdraw the funds from the bank

4)The original rate comparison which disclosed all monthly fees and the services included. This also included the monthly fee the [redacted] referred to in his complaint. IT IS IMPORTANT TO NOTE: That the [redacted] did not sign up to save money. This comparison only showed a three dollar difference. The [redacted] signed up for our practice management program, copyrighted forms and letters which would allow his office to accept cards in a way that they were not able to accept them before. They also had lifetime warranty, lifetime supplies and chargeback protection included in the package for about the same cost as they had before with no such services. Perhaps that is where he got the impression that it was "free." We were setting the office up with equipment and services and it was about the very same cost per month as they had before. There was no "extra cost."

5). Our monthly statement message with a stop sign. This is on each and every statement which the office has received since the day they signed up. it shows that if we cannot beat any written competitor offer, they can leave and the cancellation fee is waived. It does not say that they can just call and cancel without giving us the opportunity to make them happy.

Other important facts. It is simply not true that they just found out about the monthly fee from their accountant. [redacted] called our office in December of 2012 to go over the agreement and she asked about all the monthly fees. All fees were explained again to her satisfaction. That call is logged and recorded. We have not heard about the issue since. December 2012 was only 3 months or so after their monthly fees began. We are now 14 months past the time that [redacted] was walked through the agreement again.

I am fully prepared to stand by our agreement and beat any valid written offer. This sound more like buyers remorse and the merchant simply wants to end a legitimate agreement. There is nothing out of the ordinary here. All agreements are fully executed and everything is fully disclosed. This should not have even been presented to the Revdex.com.

I will put a [redacted] on this issue to attempt to make the office happy. The representative offered to go to the office an explain everything for a third time but was denied. We will still be happy to visit and clear this up.

Sincerely,

Business

Response:

Dear [redacted]:

The liquidated damages fee is not charged if we cannot beat any valid written offer. That is prominently displayed on everything we print. It shows on each statement you receive and you have been receiving monthly statements since Sept of 2013. To now say you didn't know about it seems nearly impossible.

Your fees matched the quote exactly. There may have been increases over the last year from the card associations and we would have properly notified you of those increases.

You do have a separate lease agreement. It is signed. I attached the copy to my original response. If you don't have your original copy, that does not mean that the contract is not valid.

The fee for the equipment and services is indeed in the comparison. We told you that you would pay $182 on a month when your volume was $7000 in comparison to what you were paying before. The fee you are referring to is ALREADY added into that $182. You can see the fees broken down and added to come to the $182. I think this may be where your confusion lies. You seem to think that the $39 is on top of the $182....It is not, it is already added in. It came to $3 less per month than you were paying before you processed with us. Our comparison says nothing about 3 years time. I'm not sure what you mean.

We did call [redacted]. We have specific notes and recordings. And you absolutely signed up for the program. It is all over your paperwork. This is the actual reason that your office signed up with us. [redacted] came to your office...walked you point by point through our copyrighted letters and forms. After your sign up, we created that letter on your letterhead and sent it to you with our exclusive Pre Authorized Healthcare Forms. You certainly did not sign up to save $3 per month. Why would you change processors for a $3 savings? You signed up for the flexibility, chargeback protection and PCI compliance assistance. We would be happy to send [redacted] in, free of charge, to retrain you and your staff on how to use all of these features. This program will save you thousands if you use it correctly.

Of course, we will beat the offer. We always would. You didn't need the [redacted] to get the guarantee that is clearly laid out on each and every monthly statement. It is the best guarantee in the industry, bar none, and we are very proud of it. You have somehow misinterpreted it as a bad thing. You were never "threatened" with a cancellation fee. That fee is mentioned each month on your statement. [redacted] was simply trying to tell you that he wanted to come in and walk you through everything and help you to AVOID it. You would not let him come in and you would not let him explain. Going to the [redacted] when we are being more than fair and honoring our agreement to the letter is like a patient serving you with a malpractice suit because they didn't understand their bill. This entire exercise is completely unnecessary. If you had called us with the offer, we would have either beat it or we would have released you with no fee. I'm not sure how this could possible have come to this.

I would hope that you can clearly see that you have been mistaken in you assessment. I also hope that you will allow us to take care of your office and beat the offer or release you with no fee. And I further hope that you will let the Revdex.com know that you were mistaken and request that your complaint be withdrawn as a misunderstanding. I started this company 25 years ago and we work with 50.000 healthcare professionals. The healthcare program is my invention and I am very proud of it. We really don't have these problems and I think you will see the logic in what I have laid out to you here. Keep in mind, I love my company and protect my reputation as much as you, rightfully, love your practice and protect your reputation.

That being said, we stand ready to serve and satisfy you as if this never happened. We only want the opportunity to do so.

Sincerely,

--------------

Consumer

Response:

Dear [redacted]: **April 2014

In response to your April **plea to the [redacted], paragraph one, you accuse me of "triggering the fee" by not contacting you directly. I am sorry but your name was not on the "Guarantee" and I was at a loss as to where to send my 30 day letter so I sent it to all three addresses as shown on the top of my Feb. [redacted]letter -- one of which was clearly an office of yours. A few days later your representative called me and threatened me with a $700 termination fee which I did not realize existed. I told [redacted] to call my office to make an appointment and hung up -- I was distracted with staff urging me to treat patients. Other than the correspondence you and I have had here with the [redacted], your representatives have never "attempted many times to help him avoid it". I had no idea "the early termination fee (was) automated". I really take offense to you accusing me of false statements when this entire flack is due to your enigmatic "Agreement" (and [redacted]'s cryptic fabrications) that I signed and your failure to honor your "Guarantee".

In your second paragraph referring to the equipment agreement which you kindly displayed for me and the Revdex.com, there is NO fee. The terminal is FREE (see page 2 'Agreement'). Then my question is, 'Why am I being charged $39.99 a month?' Yes you answered that in an earlier reply, "for the copyrighted forms/letters/office program" that I told [redacted] that I did not want, and in fact have never received. Consequently I have requested in my last letter a full refund of the $39.99 you charged me monthly for services I have never received. I stopped by my bank today. I see you (NPCLSE/BNKCD/PH#/8, photo attached) has charged me $39.99 on a processing account that is closed for a credit card machine that is FREE and / or office program I did not agree to nor have I received.

In your third paragraph, it is clear to me that you forgot all about "the automatic termination" yourself or you personally would have warned me through this venue. Instead to save face, you blame me. You blame my staff who you say has a stack of "healthcare letters which we printed on his letterhead, or copyrighted forms which we sent to him with proof of shipping receipts". I am sorry [redacted], but you are misinformed. I have NO office program/letterhead/anything from your company and never received any. If I had I would have complained immediately because I specifically told [redacted] I did not want the program and I did not (knowingly) sign up for any such program. My first inkling was my accountant asking me about the $39.99 monthly charge and when that was traced back to your company [redacted], I relied on your "Guarantee" and went out and got a second bid from Approval Payment Solutions, Inc. Now you have had both my 30 day written notice since Feb. [redacted]and the APS bid since Feb. [redacted] yet you claim the termination fee is 'automated'. That is not what my 'agreement' says. It says your company charges me, not VantivLLC (March **). It 'guarantees' you will waive the fee. So I can only assume in kindness that you personally were blindsided by your staff again. I am sorry.

Please refund my $700 and the $39.99 per month immediately.

And no thank you. I do not want to reopen my account with you. Simply honor your "Guarantee".

[redacted]:

I have performed the requirements of Retriever's Guarantee. Their staff has called APS to verify [redacted]'s offer to me -- Retriever has not matched it. In response Retriever charged me "the termination fee" on March [redacted]without notice in violation of their Guarantee. My processing account with them was closed April **without notice. I expect the monthly $39.99 fee to be stopped and my $700 returned to me.

Thank you.

Business

Response:

[redacted]:

We tried to warn you that if you cancel the account in violation of the agreement you signed that you would be automatically charged the $700. [redacted] attempted to warn you of this and you called it a "threat" an hung up on him. You then sent in a cancellation letter to the main processing center of NPC and you never informed Retriever Medical Dental Payments Inc. Your account was closed AS PER YOUR REQUEST and the $700 was automatically triggered. You signed for the $39 per month. We never failed to live up to our guarantee. You never gave us the opportunity. You cancelled. You signed all of the agreements. You did, indeed refuse to talk to anybody and multiple calls were made to your office to try to work it out to no avail. You did indeed receive all of our copyrighted forms and letters. We have proof of it all.

You are not entitled to any refund whatsoever. That being said, if you call my office and speak with me directly, I will attempt to make you happy, although I believe this may be impossible. I will try my hardest however. My direct desk line is ###-###-####.

If, as in the past, you will not talk about it, there is nothing I can do for you. Had you just followed our instructions in the first place, none of this would have happened. This is my last and final offer.

Thank you,

?

Review: This company will not allow us to cancel contract with them when our initial contract was up last August. We were told we were on auto renew and we could not cancel unless we allow a representative from their company to come to our office and review rates. We are simply trying to cancel the contract and have documentation in writing from them stating I either have to pay a $700 cancellation fee or I have to allow them to come to our office and review rates. We have been paying a minimum processing fee of $30 and want it to stop.Desired Settlement: Help us cancel our contract with this company. I am attaching the facsimile transmittal from Retriever, you can clearly see they give no option to terminate at the end of your contract. Their options are to let them come to our office or pay $700 cancellation fee. There are no instructions on how to end our contract in any other manner.

Business

Response:

Dear Revdex.com [redacted]:This client is on a standard rolling agreement, the very same type of rolling agreement which is mandatory in the bankcard processing industry. We have the best guarantee in the industry. On each and every monthly statement this client has received for many years, we have our guarantee printed in two prominent places. It states that if we cannot beat any valid written offer, the client may leave at no cost or penalty at any time. We attempted to make an appointment to send our representative in to analyze the offer and either beat the rate or do the cancellation paperwork. The client refused to allow the visit. We stand ready to honor our guarantee. I am confused as to what the complaint is. I would be happy to discuss this with the client directly. My direct office line is ###-###-####.I look forward to speaking with them. Sincerely, [redacted]Retriever Medical Dental Payments, Inc.

Review: My dental office has used Heartland Payment Systems for processing credit cards for over 30 years. [redacted], salesman for Retriever Medical/Dental Payments, came to our office offering us a slightly lower monthly fee for credit card servicing. At our age, my wife and I have a soft spot for young eager people trying to make a living today. He stressed that there would be no fees for trying their service, and that they would even reimburse any cancellation fee we might incur. I signed his contract and gave him a voided business check.At her first opportunity, my wife checked with our bank,and found out the offer was not as good as the bank's flat rate. She called Retriever's 800 number within 3 business days to cancel the contract. Unable to reach a person she left a message and sent a fax. Retriever ignored us and started sending us a box, no doubt their terminal, and other mailings which we refused and sent back. They sent it again and again. Even the FED EX person and our mailman were getting tired of the game.When we received our bank statement we found a number of automated drafts from our account, which we've stopped payment on. Although we have never received a service or product, Retriever continues under various account numbers to put drafts through our account for different amounts $5.00, $30.10,$48.15. We have to check daily with our bank and we'll have to change our account in order to really be secure and free from this company.We've also filed a complaint with the PA Attorney General.Desired Settlement: We'd like them to reimburse us for all their false charges, more importantly; we'd like them to go away and never bother us again!!!!

Business

Response:

Dear Revdex.com Moderator:

As [redacted] of the company, I am extremely distressed about this complaint. We did the doctor a favor and cancelled his account 10 days before he filed this complaint. Our head of customer service, at my direction, called the doctor's office 4 times to let him know what we did for him and to arrange a credit. He refused every call.

That being said, "buyers remorse" does not release someone from a valid agreement. We were doing it just to keep the peace. Also, there is no such thing as a 3 day right of cancellation on a Business to Business agreement. This is not a business to consumer agreement.

This complaint is false and inaccurate. The doctor agreed to the terms...signed the paperwork...allowed us to set up an account for him and do our background checks and test deposits. We paid staff to prepared an program the equipment and ship it out. There has been a significant cost to our company. This is like a patient coming to the doctor's office and ordering a crown and lab tests and allowing the doctor to prepare the work, only to cancel on the doctor and costing the doctor's office unnecessary expense in the process. Now, to have a complaint on top of it is frustrating to say the least.

I must insist that this complaint be dropped and deleted for many reasons. It was a valid contract. It is a business to business agreement, NOT a business to consumer agreement. We released the doctor 10 days before he filed a complaint and we attempted many times to arrange a credit despite the fact that we were justified in charging the fees and enforcing the agreement. Finally, "buyers remorse" is not a legitimate reason for a Revdex.com complaint.

I am very proud of the way our company handled this situation. Now the young man who properly signed up the account has to pay back his commission for the work he did. I am truly surprised at the way the customer has conducted themselves.

We cannot go any further until the doctor agrees to speak with our department head who left another message for him today.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We have refused to talk to the company further, after the unpleasant exchange we had during the last phone call. Retriever certainly tested our bank account! 4 times they drew money without providing a service or product. Dentists don't have "gotcha contracts" that patients can't back out of, change their mind, or get a second opinion. There's no such thing as "buyer's remorse" in my practice as I work to the patient's satisfaction. I've certainly never tried to force a patient or prevent him from changing his mind.

We have not received any reimbursement for the drafts from our account. We've also incurred bank charges and fees for trying to block Retriever from our account and finally having to change our account number with new checks and hassles.

I wish I'd done a background check on Retriever, there are plenty of complaints to review with easy access on the internet. Instead of putting out fires that their business creates, wouldn't Retriever be better off doing the right thing in the first place? The customer is always right!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Heartland Payment Systems, the company we use, doesn't have a good plan for low volume merchants, we know that. My part time practice is very low volume, over 90% of our payments are checks. A practice like mine must be cream off the top for a card payment service. We pay all the fees every month without the problems of retail and internet fraud and stolen credit cards. Not being in that mix should be a savings to us, and exactly the way the well-rehearsed sales pitch hooked us in to Retriever Medical/Dental Payments.

I owe the fact that Retriever didn't get both feet in our door to my wife's intuition. Our bank's offer of a lower rate was just the 1st strike, deceptive rate quoting is a common complaint about Retriever. On Monday 2/*/14, when she tried calling the 800 number, got an answering machine not a person, and no one called back, that was a huge red flag! Poor customer service!

There's no confusing Retriever with any other company. Card payment options.com is currently able to locate over 300 negative reviews and rates Retriever a C-, while mentioning the Revdex.com's rating is A+. The substandard rating is due to: deceptive sales tactics, notorious poor service, misrepresent terms, costly equipment, deceptive advertising.

'The rate quoting is deceptive as sales people cross off and alter the contract only to be enforced later". Our contract is a sea of xxxs, setup fee waived x, installation fee waived x, $10.00 monthly statement fee xed and replaced with 0.00, monthly service fee x, monthly hosting fee x, card brand usage fee x, PCI fee x, deposit waived x. Retriever, NPC, Fifth Third Bank, all but [redacted], are in small print at the bottom of page 3 of the contract. These companies are tied together in reviews and complaints across the internet.

[redacted] said our contract was cancelled 10 days before this complaint, that would be 3/**. Yet Retriever helped themselves to another $48.15 from our account on April *, no joke. Now he says we have "agreements" which can only be settled in private. I believe a very public conversation is needed. It's not this one company but the whole industry that needs to be overhauled. I teach at the dental school. My wife suggested I not bore the students with contract law terms like "fraudulent inducement", simply read some of the complaints to them. They'll never forget!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Again, all of the information the doctor lists is completely incorrect. You will find no negative information on our company whatsoever. We are Retriever Medical Dental Payments, Inc.. A NY corporation. We are a completely separate company from the one you list. And we have never had any relationship whatsoever with Northern Leasing. Just because you want it to be the same company as the one you researched doesn't make it so. I will argue no longer.

I think you may want to do an Internet search for complaints on your current processor.

I made my offer, I await your call.

Review: Retriever was my credit card processing service. I have been with them for 3+ years. They have a "wont be beat policy" if you get a quote/estimate from another credit card processing company. When I first tried to get them to beat/meet the quoted price of a competitor, they came back to me with a "new proposal" that an astro-physicist couldn't make heads or tails of. Anyway, I have recently sold my practice. They are holding me hostage to a $700 cancellation fee because they are penalizing me because the new owner wants to use his own card processing company. I have told the a thousand times that I am selling and that I just didn't wake p and not want to use them...Anyway they are insisting that I give them referrals or they will charge me the $700 cancellation fee.Desired Settlement: Again, if I just woke up one morning and decided not to use them, I can see their point. But I have NO CONTROL over the purchaser of my practice as to what company he wants to use to process his credit cards. Also, they need to be looked into because they mis-lead clients in the medical field saying that their current machines (if not Retriever's) are not HIPAA compliant and can be subject to massive fine by the US government. They are scam-artists!

Business

Response:

This merchant was first signed up with Retriever in January 2011, (less than 3 years ago). In February 2013 the merchant changed from a PC to a PLLC and changed the name of the business. Due to credit card processing and IRS regulations we were mandated to close his old account, which we did without charging him a fee. We then opened a new account for him, which again we did without charging him a fee. He was aware of his cancellation fee on both contracts. The Dr gets a message on his statement every month since he began processing that we will beat any valid written offer or his cancellation fee will be waived. We understand he has sold his practice, but that does not negate his contractual obligation. We have made the offer to him several times that if he gives us the referral of the new owner or of any of his colleagues we would be happy to help him out and waive his fee. He has declined that offer. No one is "penalizing" him. We are going out of our way to help him out, just as we did for free only a few short months ago by closing his previous account and opening a new one without charging any fees. We also offered to help him with the free transfer of the remaining term of his lease on his credit card processing equipment. The Dr should be thanking us, not filing a complaint. Selling a business does not invalidate any contract signed during the ownership of the business.

Review: We had got the service for Credit Card processing for our start up Business. When we got service in April 2012 we were not properly explained for the charges and cancellation process. Also we were not explained for cancellation will be charged for two company. Now because we were start up business we didn't survive and we have to close the business. Right now we do not have any income & so we are not using the service we are getting charged for $ 30.00 every month by NPC. I called them we closed our business so we want to stop the service so we don't get charged. Now Retriever and NPC both are asking for the Cancellation penalty of $ 700.00 & $ 1000.00. We are out of business. And we are not going to use the service. There will be some help for the closed business but they are not helpfull. I want you Revdex.com help me to cancel the service without any cancellation fees.Desired Settlement: Want to cancel the service without any charges or cancellation fees.

Business

Response:

Dear Revdex.com Moderator:

For the record, this morning is the first time I am seeing this complaint. We never received it the first time around.

This is a completely false complaint and I am disturbed and angered over it. I have attached every note from every call they made to our office on both of their accounts. These notes will back up all of the information contained in this response. This office is NOT out of business as the letter states. They also processed with us for three years and they knew our cancellation policy since it is printed on each and every monthly statement they received.

When we set them up originally, they asked us to rush the account and we did at no additional fee. The office manager was going on vacation and they were in a hurry. They just called us in June, 5 weeks ago, asking us how they could upgrade their account to include online processing on their website. At that time they began shopping with other processors. You will see in the notes that they called LAST WEEK stating that the doctor is looking at another processor. They even sent over an offer from a competitor and we beat the offer as per our guarantee. They decided to go with a different processing company. When we beat the competitor’s offer, they realized that they couldn’t get around our policy. Now they are making up a story that they are out of business. The practice is fully functional and taking appointments which we have verified.

The logged and dated notes and history will clearly show that they have sent outright lies to the Revdex.com. It is improper to use the Revdex.com in this way. Even if they were out of business, which they are not, that would not release them from their contractual obligations. I am attaching the non cancellable leases they signed and the purchase order. You will see the terms of the agreement are clearly spelled out.

IMPORTANT: This is a Business to Business agreement NOT a business to consumer agreement. In light of the fact that they are being less than truthful to avoid honoring their agreement, I will be placing a Revdex.com complaint on their business for breach of contract.

I have attached indisputable proof that this business is deliberately falsifying information to the Revdex.com and therefore, this complaint should be completely dismissed and removed from the record.