Generations Handyman Service

In Reference to this complaint: [redacted] executed the agreement electronically and was emailed a copy of the termsShe was also given our standard day trial periodWhen she decided to cancel within the first days we sent her the cancellation letter to signShe did not sign and return the letterWe have spoken to this client and come to a reasonable resolution that is mutually desirable to both partiesWarmest Regards, VMS Customer Care

Revdex.com: I have reviewed the offer and/or 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 First, I was NOT sent a cancellation letter until August 2, long after the days had expiredI am happy with the $cancellation fee; however, I believe we should still be refunded the $from 7/and the $from 8/since if we had cancelled when I first requested cancellation these fees would not have occurredAlso, I want confirmation that there will be NO further fees Regards, [redacted]

Revdex.com: I have reviewed the offer and/or 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The customer contacted Revdex.com and said she has not been given anything in writing about the second account, she hasn't been refunded for the second account, and Ashley will not return her call or email to give her the address to ship back the equipment

There appears to have been misunderstanding about some of the fees on this accountWe are happy to report that after having discussed everything with this client we were able to come to a meaningful resolution that will satisfy both parties

Hello,This merchant signed up online and got a lower rate in exchange for a month agreementThe online application clearly states the terms and as the merchant has already used this account to process at lower rates we would not be able to
go back and change this to a monthly agreement. Best Regards,VMS Customer Service

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]When the tech arrived, he hooked it up We told him that we had wireless and he said he could download the software quicker on the internet which he did, please understand they were responsible for installing the equipment It took him a very long time because he was on hold for whoever he had to talk to to set it up We had a phone line and wireless internet and the tech knew thisIn fact both techs knew thiswe are not techs they were The first tech told us he hooked up through the phone line We started using the equipment on March 21st and were not able to settle Every night it came up SETTLEMENT FAILED The second tech came in, he said it was programmed to internet and hooked up to phone line or vice versa, again we are not techs It was their responsibility to set up the equipment This second tech finally got a Settlement Successful report for $+, but it did not go into our bank account for that amount I listed in the original complaint how the money was received We had to take each charge slip and make a spreadsheet to let them know how much they needed to settle There are still tickets that have not been resolved We were told they could save us money and we bit This has been a nightmare Our first sale was on March 21st and we had charges early on March 30th, We only used these people for days They could not get the settlements, but they have had no problem getting their fees
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We are surprised by this merchant's complaint but take it very seriously and have reached out to the merchant and offered a solution that both parties have agreed toThis merchant signed up for the the service and had to answer ID verification questions and agree to all Terms associated with the
accountThey where then sent email a copy of the agreement which, again, stated all terms of he accountEquipment was shipped to the merchant and they were trained on its use and again given the opportunity to question any of the terms during the day no obligation trial periodThe merchant expressed no concern and kept the system for months paying all fees associated with itNow, all of a sudden they don't understand the termsWe feel this complaint is just an attempt to pressure us on getting them out of the contract and not a valid complaint due to the the facts and the time that this account has been open without question from the merchant.We have made an offer to the merchant in good faith and feel we have addressed this matter in the best way possible in accordance with our continued effort to provide exemplary customer service.It has been our pleasure to serve this business' and wish them the very best in their future endeavors. Warmest Regards, VMS Customer Care

We have added this merchant's Number to our Do Not Call List. Best Regards,

Revdex.com:
I have reviewed the offer
and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Mrs*** stated she talked to the business about the issueShe asked for them to send her a copy of the recorded conversation they hadThe business stated they couldn't do so because the conversation was to longShe asked the business what the $*** charge was for, she mentioned they couldn't tell her what it was forDuring their conversation Mrs*** mentioned the business asked her what would resolve the situation and make her happyShe stated for them to refund her the money and they agreed to do soMrs*** told the business that refunding her the money wouldn't make her happy but its the right thing for the business to do because there was no misunderstanding between them.
Regards,
*** ***

This client has accountsOne for keyed in and online sales, and one for retail / face to face salesWhen she closed the account she only closed of themShe called us over the weekend and we sent the letter for her to sign to close the other accountAs soon as we receive her authorization to
close this account it will be done We apologize for any inconvenience this may have caused this client and hope to assist them with their payments needs in the future.Warm Regards,VMS Customer Care Dept

We have reached out to this customer and offered a reasonable resolution that is acceptable to them

It is extremely unfortunate that there seems to have been a miscommunication and misunderstanding regarding this merchant's accountsThis merchant signed up for two accounts, one for her retail store and one for her online and phone order purchasesThe Sfee of $per account was disclosed
to her over the phone and was listed in her agreementsThis fee was also applied during a sales promotion that knocked off $from the per account feeShe later advised that she thought it was only one fee of $when we spoke to her upon scheduling her installation and trainingIn an act of good faith we offered to give her a credit of $on each account for a total refund of $She also explained that she did not want to keep he second account which we advised that we would close for herIt appears that she would like an additional $credit to her however we have at this time offered and credited to her bank a total of $That is the extent of our offer. We feel the fees were disclosed fully, verbally and in writingWe also understand that circumstances occur and were willing to help her out as much as possibleHowever, we do have considerable cost in the set-up, programming, deployment, and activation supportThere is a limit to which we can absorb these costsWe feel that in this case we have gone above and beyond for our client. Warmest Regards, VMS Customer Care

In response to this complaint: We are very sorry that this customer had a negative experience with the serviceWe went to install the terminal and had to come back because of Internet service issues at the locationThese issues persisted throughout the time the merchant was processing with us
and caused settlement delaysWe advised the merchant to contact their internet service / phone line provider but did not hear back from the merchant other than a cancellation requestWe also offered to change the settings on the equipment but those offers were rejectedWe have sent the merchant the necessary documentation to close the account so no further fees would be billed but the merchant has not yet returned them. Best Regards, VMS Customer Service

There appears to have been misunderstanding about some of the fees on this account. We are happy to report that after having discussed everything with this client we were able to come to a meaningful resolution that will satisfy both parties.

We would like to address the above referenced complaint. This merchant requested multiple visits from our Sales Associate before signing up and was given a copy of the agreement to review prior to signing. He reviewed the agreement and contacted the Sales Manager on numerous occasions with...

questions that were answered in accordance with the agreement. He decided to go with two accounts so he could get the best rates on his swiped as well as his keyed in sales. It appears he keyed in transactions on the wrong account and was therefore surcharged on those sales per the agreement. When he called in we offered a onetime courtesy to refund those surcharges if he agreed to continue processing with us. He agreed and then said he wanted to close both accounts. The merchants account was not initially approved for Next day funding or Monthly Discount due to future service liability. We have offered as a courtesy to upgrade his account with these features. This merchant was billed in accordance with his agreement and there was no mistake with regards to billing. The merchant became irrational and we were unfortunate unable to come to an agreement on that call. Our records show that this call was nowhere near as long as the merchant is claiming. We offered several courtesies to help him out but he was not interested. His letter clearly states the following "Their Advertising is NOT misleading" He had the full agreement and reviewed it in its entirety. At this point we have offered him a credit on the account or he may cancel. It is our goal to provide industry leading customer care and satisfaction and we believe we have gone the extra mile for this client. Sincerely,VMS

In Reference to this complaint: [redacted] executed the agreement electronically and was emailed a copy of the terms. She was also given our standard 45 day trial period. When she decided to cancel within the first 45 days we sent her the cancellation letter to sign. She did not sign and...

return the letter. We have spoken to this client and come to a reasonable resolution that is mutually desirable to both parties. Warmest Regards, VMS Customer Care

It is unfortunate that this merchant is displeased with the services provided. We take our customer's satisfaction very seriously and would like to respond to this claim in a manner that is complete and concise. First off, we have been in business since 2004, over 11 years, and never had a complaint...

here. This merchant signed up for a Tablet POS and merchant account for both of his businesses. He also expressed interest in our cash advance program that provides businesses with funds to help them grow. This program is based on the average amount of monthly deposits a business generates. The merchant was advised that someone from that department would give him a call to get the paperwork completed and that he would need to complete an application and provide the last 4 months’ business checking account statement to verify the deposits he claimed to have. When we contacted him to complete the application process he declined to send the statements. With no evidence of such deposit history we are unable to underwrite the deal and provide funds. Basically, this merchant told us one thing but when it came time to verify his claims, he was not willing. That being the case we were unable to proceed. If this merchant is interested in providing the necessary documentation, we would be more than happy to review his account and provide the best offer available. He also requested a Tablet Point of Sale system for each of his businesses (2). Upon completing his online application, that outlines each and every fee, where his IP address is recorded, and ID verification questions are asked to ensure the identity of the person is accurate, we proceed in setting up the accounts, programming the equipment, and shipping out all materials and hardware pertinent to the account(s). There is an Account Set-up and Support Fee of $349 that covers this along with lifetime support and software upgrades that is Cleary outlined in the agreement and the merchant was also advised of this fee verbally on a recorded line. It is also worth noting that the client has the ability to print the agreement in its entirety at the time of submission AND we send each client a copy of the executed agreement(s).    When he decided not to provide his banking statements to back up his verbal claim that he had $17,500 in average monthly deposits he then had an issue with the above reference Account Set-up and Support Fee. He did not advise us of his unwillingness to do so until he had all equipment and hardware in his possession with live processing accounts. In closing,  It is unfortunate that this merchant feels dissatisfied with our services but there is real cost to deploying and setting up a full-service point of sales system. We feel this merchant was hoping to get a cash advance without providing the required documentation. As in any financial transaction, all parties must complete their due diligence to provide an offer and proceed towards funding.  We wish this merchant the very best in his endeavors and hope to one day provide him with the payments services and financial options that will help his business thrive. Warmest Regards

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted] Follow up to above complaint. Please be advised the above Complaint has been satisfied in full.

Revdex.com spoke with the business regarding this matter. Their records indicate the credit amount offered to he customer was proceed in the early part of September and the return address the customer can use is [redacted]

Revdex.com:
I have reviewed the offer and/or 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.
First, I was NOT sent a cancellation letter until August 2, long after the 45 days had expired. I am happy with the $0 cancellation fee; however, I believe we should still be refunded the $52.12 from 7/5 and the $45.97 from 8/2 since if we had cancelled when I first requested cancellation these fees would not have occurred. Also, I want confirmation that there will be NO further fees. 
Regards,
[redacted]