Absolte Air Industries

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Appstar was very helpful in resolving the situation, and  apologetic.  Thank you.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is not a business number. [redacted] cannot do anything as this is not my business. Customer has violated Federal Do Not Call regulations and attempts to put the blame on me- a residential client for someone else's business listing mistake when legally it is the BUSINESS CALLING - in this case THEM - to check DoNotCall lists and to ensure they are calling the correct number. They failed to check the DoNotCall list as required and have made ZERO efforts to correct that mistake. Unacceptable and illegal. This business should receive an 'F' rating for the Revdex.com for participating in unlawful activities.
Regards,
[redacted]

AppStar has spoken with the merchant regarding this complaint. Our response is attached for her review and signature.

Ms. [redacted] contacted our office on July 16, 2015 and
addressed these issues with a supervisor. 
As a result of that call, the original call was reviewed and it was
determined that the customer service representative did not follow procedures
and advise her as to the two year...

extension. 
While the extension is outlined in the Terms & Conditions, AppStar
has an internal policy that requires this be reviewed with the merchant prior
to any rate adjustments being submitted. 
 As this was not done, the
extension was rolled back to the correct anniversary date of September 16,
2016. 
Ms. [redacted] understands that this has been completed and
accepted this as a reasonable resolution. 
After reviewing this case, we have decided to close the account at this
time and waive the fees for August 2015.  
Ms. [redacted] has been contacted regarding this revised resolution and has
accepted the revised resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The company called me and left a message and I called the contact number give only to get a busy signal 20 time in a two day period. I also had been on the phone with them about my iPad and or iPhone which are very new and up to date also on wifi and 4 g.  I had found some solutions but I need to configure the phone or iPad sometime multiple times in day.  It is very unexceptable for my business .Last week it lost a sale by not processing and freezing in the processing mode.  I work very hard and need to be released so I can go back to square , I never had these problems. Also these monthly charges are double what they are suppose to be .   The so called yearly charge is three times what other providers charge for the same compliance fee.  This company is stealing from me and I need to have a formal release. Due to its inablity to preform its job and it's over charging  me and also loosing some payments for my business. 
Regards,
[redacted]

1)[redacted]2) [redacted]
3) I never got a August statement.  I have a statement in December about the surcharge and I have the original contract. I can email them.  Just give me an email address and I shall do so immediately . I have since lost a sale for 72 dollar due to the app star  failing to finish submitting it.  It just spun around. It should have saved the transaction if it did not submit but lost my payment.  I have still not recovered it . Thanks for helping, I feel I should be released due to the  fraudulent business actions, the company is stealing from me , they misrepresented the product and I am very dissatisfied             [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Based on the
rejection, AppStar Financial contacted the merchant.  To date the following refunds have been
issued to Ms. [redacted]:
1.      
$142.41 sent via ACH on 6/2/15
2.      
$100.00 sent via ACH on 6/1/15
3.      
$57.72 sent via ACH on 6/10/15
4.      
$37.45 refund is being issued by our partner,
which is what the merchant was charged for paper in error.  As this is being refund issued by our
partner, we are unable to control the timing of that refund.  This is the $59.95 the merchant is referring
to in her rebuttal.
 
The call
tag, was issued by [redacted] on May 22, 2015.  We have asked that the call tag be reissued
and sent to AppStar.  We will forward the
call tag to Ms. [redacted] via email and [redacted] to ensure she receives it. Finally, we advised the merchant that she does not need to insure the equipment.  AppStar reviews the shipping information and is able to determine the content of the package based on information provided by Fedex at the time of pickup. We'd again like to thank Ms. [redacted] for her assistance in resolving this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The company has agreed to let us out of the contract with no charges. They even stated that they will not charge us in an email. The company then proceeded to charge us an absurd amount for no reason at all. They are not happy that they are losing customers so they decided to illegally withdraw money from our accounts. This is unethical and very poor business decisions made by the company. They are wasting our precious time having to deal with trying to get our money back. They should not have even taken the money to begin with. This is the worst company to deal with. They do not follow their own contracts and do not stick to their word. They do as they please. Something needs to be done so people do not keep getting taken advantage of.return the money that was illegally charged.
Regards,
[redacted]

AppStar has reviewed our earlier response with the merchant and she has asked that the Revdex.com resubmit it to her for approval.

AppStar Financial has spoken with the Independent Sales Consultant and with Mr. [redacted] as well as [redacted], his secretary, who he delegated to address the complaint.  Please note that AppStar Financial takes these issues very seriously. We are in the business of selling credit card and other...

electronic processing services to businesses who accept cards as a form of payment from their customers.   This is a very competitive industry and AppStar Financial manages to distinguish itself through its combination of service and value, while ensuring merchants are compliant with all current card issuing standards. Mr. [redacted] mentioned several issues in his complaint as well as during our initial call.  We have attempted to address these with [redacted], his delegate and believe that we have resolved the issue. The primary complaint and the basis for our decision to waive the termination fee was the merchant’s desire that the terminal allow him to decision whether a particular card would be processed as a debit or a credit card transaction.  On the current AID for the processing platforms, this decision is pushed to the card issuing bank to determine.  We would need to place the merchant on an older AID to do this and as this would raise compliance concerns, we would not be able to do this. Secondly the merchant raised the issue of the cancelled refund and the termination fee.  We clarified with the merchant that that is not a true refund, rather AppStar Financial pays the fees for merchants who install late in the month as an investment in our long term relationship.  As the merchant was cancelling that investment would not be appropriate and they opted to accept the refund of the termination fee in lieu of that first month’s refund. The merchant also addressed the issue of “hidden fees” and their belief that there was no termination fee. We showed them how the Agreement was designed specifically to draw their attention to all fees and that the termination fee was separated from the rest of the Agreement on the signature page by being placed in its own box and bolded.  As AppStar Financial works with Independent Consultants, we have designed the Agreement for readability as well as to highlight these items.  The Consultant in this case stated that she had relied on them seeing the bolded paragraph and had not explicitly covered the issues as most merchant remain with AppStar Financial long past the initial term and that this would not be of concern to them. Additionally as AppStar Financial guarantees to match or beat other processor’s rates most merchants who are affected prefer to stay with AppStar as a result of the pricing guarantee and the ability to access personalized service. We also reviewed with the merchant how we differentiate ourselves from other processors, not only in offering competitive pricing through our match/beat guarantee, but also through our Corporate Care Group, which is available to assist all merchants regardless of processing level and effectively act as their advocate when processing issues occur.  It is this same group which contacts merchants after they have been with us thirty days to ensure that they are fully satisfied with the service we are providing.  As far as we know, we are the only processor in the country that proactively reaches out to merchants to identify and address any concerns they may have. Based on that, we asked and the merchant agreed that when a new AID is released which allows them to select Debit over Credit that we would be able to contact them regarding returning to AppStar Financial for their credit card processing. We’d like to thank all parties involved for their input in resolving this issue.  As we stated to the merchant, the refund of the termination fee is pended for their acceptance of this offer through the Revdex.com.  A refund of the fee will occur within ten business days of the Revdex.com notifying us that the merchant has accepted our offer. In a call on October 31, 2017 the merchant stated that this had resolved their issues and that they would be open to speaking with us in the future regarding processing provided we were able to support their requested changes.

Good evening, This email is to confirm the acceptance of the proposed resolution for case # [redacted] between [redacted] and Appstar financial. In the resolution, Appstar has agreed to forward the disputed amount in exchange for my acceptance and understanding that an exception is being made. Best regards,[redacted] 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

How did this case get closed?  I responded immediately after the last update from Appstar (the business I’m filing the complaint from).  I included the contract they had me signed, I pointed out where in the contract the information I was needing was buried in the contract.  I sent you email correspondence from my new credit card processing company stating that they would not cover the cancellation fee, even though AppStar believes they will.  Since I sent that message through your system, I have not received any updated information from you or any questions for clarification.  No email notifications, nothing.  Can someone please call me at [redacted]?  I’d like this file re-opened.  I see in the email correspondence that you sent me an email on 4/15/2016 asking when I was notified of the termination fee.  I either never received notification in my email of that question, or I completely missed it somehow, but the answer is that I was notified of the termination fees when I called them to cancel my contract with them in the beginning of March 2016.  I discovered the other ancillary fees that they added on my account without my notification in near the end of February 2016 when I started reviewing my credit card processing fees.  Those additional fees are what prompted me to change processors.  I made the change without contacting AppStar.  Reviewing AppStars fees is incredibly cumbersome because they charge me monthly fees and they take money out of credit card deposits, so many reports have to be pulled in order to figure out what they are actually taking from me.  This is another way AppStar is a bit shady with their business practices. [redacted]

Based on his complaint and conversations with [redacted], we reviewed all calls between the merchant and the corporate rep who set up the account.  [redacted] believed that there had been a conversation regarding the termination fee as well as a call back in which he was asked to review the...

account and commit verbally to it.  The second point is typical of lease verification calls. As [redacted] did not have a lease with AppStar Financial or Merimac Capital, the leasing company we use, this would not have taken place.
Regarding the fees and [redacted] belief that the rep misrepresented them:  AppStar Financial has intentionally grouped all fees on page 2 of the Merchant Application and Agreement.  This is different than most other processors and was done with the specific intent to make our application easy to read.  The only fee for credit card processing not listed on this page is the termination fee, which is square off, bolded and set apart on the signature page so as to draw the signor’s attention.
In reviewing the conversation, the rep was very clear as to what markup the merchant would see on his transactions and even advised the merchant on how to get a comparative quite from his bank to ensure he was getting the best possible rate.  Over multiple follow up calls with the merchant, nine in total, there was no further questions regarding the rates and fees.  The merchant did inquire as to how quickly after submitting the paperwork he could begin running transactions.  The calls took place over a twenty day period from October 1, 2014 through October 22nd.
Regarding the final billing, we have reviewed with [redacted] that that was billing for his final month and could not be billed until the month had closed. 
In reviewing the calls with [redacted], it appears he may have mixed up conversations he had with AppStar Financial with those he had with other companies.  Barring any additional information provided by [redacted], the fees will stand as charged as there was no misrepresentation we could find.  We have scheduled a follow up call with [redacted] for October 3rd, so that he can review the calls as well.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I called Appstar customer service, the representative himself told me that Appstar charged the 84.00 for the transaction regardless if it was posted to my account or not.  This is in the words of an employee of Appstar.  I encourage Appstar to review the recorded conversation as everything is monitored and recorded.  The actual processor (First Merchant?) that called me for the reversal stated that there will be no fees on their end because of the reversal.  Being charged for a transaction that has not been completed is not a proper business practice.  Analyze the situation on my end, I never received the $4,000, why would I even forward this to the Revdex.com if I had received it? I have two accounts with Appstar; [redacted]. is my other account where my monthly bill is always over $300 and not once have I made it an issue.  I have other merchants calling me everyday for my business but I like to stay loyal and with one company.   Appstar, I am giving you a chance to resolve this issue that involves my original disputed amount.  If we cannot come to a resolution I am certain that my business will be wanted elsewhere as all the other merchants are willing to forward cancellation fees.  If you're looking forward to a long term relationship (as I am) then I am certain this can be resolved.  It's not only the matter of the money but more of the principle behind this, as I would have still made it an issue if $1 was deducted unjustly.
I look forward to your response
Regards,
[redacted]

On December 15, 2015 Mr. [redacted] met with an Independent Sales Consultant with the express intent of reviewing his credit card processing.  At that time he signed a Merchant Application and Agreement for his business Digital House Computers.  As  part of that Agreement, Mr. [redacted] was...

lent a terminal and was allowed a 30 day trial to try the service out.  This was later extended to 60 days to allow him to process for one full calendar month prior to deciding to go forward. AppStar Financial has reviewed Mr. [redacted]’s complaint and request he provide back up for the following: 1.    He mentions a $150.00 fee.  We could not find a record of this fee being charged.  If he could send us a copy of the bank statement showing the charge we will investigate it further. 2.    Mr. [redacted] states he was charged “application fee 149, reprogramming fee $49 encryption fee$35 anuel imprinter $25” fee.  We show that these fees were waived.  Again, we request back up for the charge. 3.    Mr. [redacted] was on a 30 day trial which was extended to February 23, 2016.  We need an explanation as to why he waited until June to address this. 4.    Mr. [redacted] was lent a terminal to process on. He has yet to return or pay for the terminal.  He will need to either send a check for the equipment or the equipment back in good working order to: AppStar Financial 4619 Viewridge Ave Suite C San Diego, CA 92116 We’d like to thank Mr. [redacted] for his assistance in resolving this matter.

AppStar Financial has spoken with this merchant.  This merchant is a low volume merchant and as
such needed to be the flat rate program provided by her previous processor.  Currently, AppStar Financial does not offer this
pricing plan.  As such, the termination
fee will be waived...

upon receipt of a signed close letter.
Please note that this is an open and active account and the
merchant will continue to be billed until the signed close letter is
received.  This can be faxed to
866-336-9173.

Per the attached,  this matter has been resolved with the merchant.

AppStar Financial has spoken with this merchant.  Based on these calls, she submitted a copy of the [redacted] January 2014 statement and contract for comparison.In speaking with her, the complaint seemed to center around the following issues:1.      She felt that AppStar...

was charging more than her previous processor2.      She had been charged for non-returned equipment3.      Her [redacted] account was still open and they were threatening to charge her a $700.00 termination fee.AppStar Financial did a review of her January 2014 statement with [redacted] in comparison to our January 2015 statement.  This showed that AppStar was charging her .76% less per month resulting in $76.23 in savings over [redacted].  Later that year, the merchant added debit services through AppStar and the percentage savings increased to 1.19%, the monthly savings over [redacted] increased to $119.13 or $1429.55 per year.  We reviewed these savings with the merchant.On January 19, 2015 the merchant was charged a $428.00 non-returned equipment fee.  On  February 18, 2015 we received paperwork from the merchant allowing us to refund this fee.  This was ACH'd to the merchant on Friday February 20, 2015 and should shows as a credit by her bank on Monday February 23, 2015.In regards to the termination fee, AppStar Financial has sent paperwork to assist the merchant in covering this and scheduled a follow up call forWednesday May 27, 2015 to assist her in closing the [redacted] account.