The following process is explained in detail as the roll out of this configuration is typically complete in two remote sessions of not more than two hours each over a two week periodThe execution of [redacted] 's was extremely difficult consuming resources three times that of the typical install.11/25/14I reached out to [redacted] regarding the use of GraTrack at [redacted] s [redacted] ***12/8/We started a day trial and prepared the system for GraTrack training and mock weekWe discussed the use of the Ghost cashiering ID's and standardization of the cashiering functions.12/15Started mock use of the system.12/23I followed up on status of the mock and [redacted] did not commit time to the task1/14/[redacted] decides to change the tip pay out methodology which would require new job codes to executeI configured the new setup and sent detailed instructions for tasks to be completed to go live as well as which ID's were to be used on the system via emailThe following week [redacted] failed to execute steps to start live use.1/23/[redacted] notifies me that the job codes are in placeI informed her that the trial period had expired and that if she wanted to continue she would need to purchase the $license to move forward.1/28/15Invoice was paid2/5/System was updated with license and set up for mock use start.2/10/[redacted] and I had a disagreement regarding procedures taking place in the [redacted] 's [redacted] ***I commented that we had a very poor trust relationship, in order for us to be able to support them she would need to understand what was taking place in the restaurant procedures and take corrective actionShe became very upset and hostile, she made verbal threats about our credibility and that she would no longer refer or suggest our product to others and hung up saying she did not have time for this.2/11/15Email sent to [redacted] informing her that we would be terminating the license and refunding the purchase price of the softwareThis was an agreeable solution for her as wellRefund was complete via PayPal on 2/11/153/5/15Received a call from an industry colleague that manages a competing software productHe informed me that they were contacted by the ***, a site that currently used GraTrackI stated that I had a falling out with another one of their sites so it made sense that they were looking for an alternate solution there as wellI thanked him for the notification and said if he could pick up the client go ahead.The ***s license expires on 4/4/15, internally GraTrack decided to simply not commit the time sending an invoice as they were seeking alternate solutionsAlso days prior to expiration GraTrack software notifies the user that the expiration is pendingIf they had not found a solution by then they could contact us for an invoice.On our about 3/25/notifications started appearing when starting GraTrack that it was expiring4/4/15GraTrack officially expired without contact from The ***4/8/15At 6:50pm we received a voice mail from [redacted] regarding access to the software followed by an email at 6:This was the first communication from the site regarding the expiration.on 4/9/10amEmail sent to [redacted] and [redacted] the site operating partner, here is the text from that email " [redacted] and ***, It is our understanding that your group is no longer planning to use GraTrackWe don't believe we can provide the level of service you require therefore are not renewing the product for further use beyond the expirationThere are other products on the market to assist in your tip tracking needs such as Gratuity Solutions, Tip Network, and CardFlex[redacted] left a VM at 1:18pm as well as subsequent vm's from [redacted] I returned ***s at my earliest convenience a few hours later to explain the situation, he commented that they would have to manually distribute which would take timeI apologized and stated that it was an unrecoverable situation and again suggested a few of our competitor products[redacted] sent an email roughly the same time I spoke with [redacted] requesting more time on the software to process the existing payroll periodAlso in this same email she stated "We find your actions as a business owner to be unprofessional." This is an example of why we feel our level of service cannot satisfy this particular clientStaying true to her word she has now filed this complaint in response.GraTrack works diligently to provide a service that is unparalleled, during the [redacted] s implementation hours of consulting time were consumed due to inaction, missed deadlines, poor communication, and hostile responses to our suggestionsCalls were even taken on Sunday in hopes of getting the site up and runningIn the end we were threatened with slander so we issued a full refund.The [redacted] was notified through the software and again inaction, missed deadlines, and poor communication led to their inability to execute the business process needed for their business.The data they wish to access is in their possession, the file contains all details of tip activity in the tipsdata.mdb file.At this point I don't believe there is anything more that can be done to satisfy this customer
Complaint: [redacted] I am rejecting this response because:Mr***'s timeline is bogus and so are his claimsI.E:12/23/ [redacted] failed to stick to timeline" Really Christmas in the restaurant businessIt's odd to me that Mr [redacted] did not mention all of the times his program froze or crashed and that is what contributed to delays as well Or the times we played phone tag.--------------The focus of this complaint pertains to The ***, which is a completely separate business with different managers etcMr [redacted] decided to retaliateHe is being vindictive and childish because of his own inadequacies.The point of contact for The [redacted] was [redacted] Mr [redacted] did not inform him that he would not be renewing the serviceMr [redacted] was prompted for the renewal code Mr [redacted] should call [redacted] at [redacted] to assist him with getting the tip information off the server It is absurd to "punish" another business that has nothing to do with the other Mr [redacted] is being petty and unprofessional On a separate note:With regards to Mr***'s detailed statements, he failed to mention that The [redacted] has rarely contacted him for assistance EXCEPT for renewal and initial set-up I am extremely disappointed with his response as at the Other Business ( [redacted] 's) we were on new ground with his Quick Service pooling software Mr [redacted] failed to say that the manager number that does comps and voids could no longer be used He was condescending in his tone when he said "I did not trust him" I followed all the instructions he gave me He never mentioned the manager number could not be used for managerial functions He claimed someone was using the manager number I though he meant for tip out purposes I realize now he meant the number could not be used at all If Mr [redacted] was professional he would have recognized this
Complaint: [redacted]I am rejecting this response because:Mr. [redacted]'s timeline is bogus and so are his claims. I.E. :12/23/2014 [redacted] failed to stick to timeline" Really Christmas in the restaurant business. It's odd to me that Mr. [redacted] did not mention all of the times his program froze or crashed and that is what contributed to delays as well. Or the times we played phone tag.--------------The focus of this complaint pertains to The [redacted], which is a completely separate business with different managers etc. Mr. [redacted] decided to retaliate. He is being vindictive and childish because of his own inadequacies.The point of contact for The [redacted] was [redacted]. Mr. [redacted] did not inform him that he would not be renewing the service. Mr. [redacted] was prompted for the renewal code. Mr. [redacted] should call [redacted] at [redacted] to assist him with getting the tip information off the server. It is absurd to "punish" another business that has nothing to do with the other. Mr. [redacted] is being petty and unprofessional. On a separate note:With regards to Mr. [redacted]'s detailed statements, he failed to mention that The [redacted] has rarely contacted him for assistance EXCEPT for renewal and initial set-up. I am extremely disappointed with his response as at the Other Business ([redacted]'s) we were on new ground with his Quick Service pooling software. Mr. [redacted] failed to say that the manager number that does comps and voids could no longer be used. He was condescending in his tone when he said "I did not trust him". I followed all the instructions he gave me. He never mentioned the manager number could not be used for managerial functions. He claimed someone was using the manager number. I though he meant for tip out purposes. I realize now he meant the number could not be used at all. If Mr. [redacted] was professional he would have recognized this.
The following process is explained in detail as the roll out of this configuration is typically complete in two remote sessions of not more than two hours each over a two week period. The execution of [redacted]'s was extremely difficult consuming resources three times that of the typical...
install.11/25/14I reached out to [redacted] regarding the use of GraTrack at [redacted]12/8/14 We started a 45 day trial and prepared the system for GraTrack training and mock week. We discussed the use of the Ghost cashiering ID's and standardization of the cashiering functions.12/15Started mock use of the system.12/23I followed up on status of the mock and [redacted] did not commit time to the task. 1/14/15[redacted] decides to change the tip pay out methodology which would require new job codes to execute. I configured the new setup and sent detailed instructions for tasks to be completed to go live as well as which ID's were to be used on the system via email. The following week [redacted] failed to execute steps to start live use.1/23/15[redacted] notifies me that the job codes are in place. I informed her that the trial period had expired and that if she wanted to continue she would need to purchase the $349 license to move forward.1/28/15Invoice was paid2/5/15 System was updated with license and set up for mock use start.2/10/15[redacted] and I had a disagreement regarding procedures taking place in the [redacted]'s [redacted]. I commented that we had a very poor trust relationship, in order for us to be able to support them she would need to understand what was taking place in the restaurant procedures and take corrective action. She became very upset and hostile, she made verbal threats about our credibility and that she would no longer refer or suggest our product to others and hung up saying she did not have time for this.2/11/15Email sent to [redacted] informing her that we would be terminating the license and refunding the purchase price of the software. This was an agreeable solution for her as well. Refund was complete via PayPal on 2/11/153/5/15Received a call from an industry colleague that manages a competing software product. He informed me that they were contacted by the [redacted], a site that currently used GraTrack. I stated that I had a falling out with another one of their sites so it made sense that they were looking for an alternate solution there as well. I thanked him for the notification and said if he could pick up the client go ahead.The [redacted]s license expires on 4/4/15, internally GraTrack decided to simply not commit the time sending an invoice as they were seeking alternate solutions. Also 10 days prior to expiration GraTrack software notifies the user that the expiration is pending. If they had not found a solution by then they could contact us for an invoice.On our about 3/25/15 notifications started appearing when starting GraTrack that it was expiring. 4/4/15GraTrack officially expired without contact from The [redacted]4/8/15At 6:50pm we received a voice mail from [redacted] regarding access to the software followed by an email at 6:59. This was the first communication from the site regarding the expiration.on 4/9/15 10amEmail sent to [redacted] and [redacted] the site operating partner, here is the text from that email "[redacted] and [redacted], It is our understanding that your group is no longer planning to use GraTrack. We don't believe we can provide the level of service you require therefore are not renewing the product for further use beyond the expiration. There are other products on the market to assist in your tip tracking needs such as Gratuity Solutions, Tip Network, and CardFlex.[redacted] left a VM at 1:18pm as well as subsequent vm's from [redacted]. I returned [redacted]s at my earliest convenience a few hours later to explain the situation, he commented that they would have to manually distribute which would take time. I apologized and stated that it was an unrecoverable situation and again suggested a few of our competitor products.[redacted] sent an email roughly the same time I spoke with [redacted] requesting more time on the software to process the existing payroll period. Also in this same email she stated "We find your actions as a business owner to be unprofessional." This is an example of why we feel our level of service cannot satisfy this particular client. Staying true to her word she has now filed this complaint in response.GraTrack works diligently to provide a service that is unparalleled, during the [redacted]s implementation hours of consulting time were consumed due to inaction, missed deadlines, poor communication, and hostile responses to our suggestions. Calls were even taken on Sunday in hopes of getting the site up and running. In the end we were threatened with slander so we issued a full refund.The [redacted] was notified through the software and again inaction, missed deadlines, and poor communication led to their inability to execute the business process needed for their business.The data they wish to access is in their possession, the file contains all details of tip activity in the tipsdata.mdb file.At this point I don't believe there is anything more that can be done to satisfy this customer.
The following process is explained in detail as the roll out of this configuration is typically complete in two remote sessions of not more than two hours each over a two week periodThe execution of [redacted] 's was extremely difficult consuming resources three times that of the typical install.11/25/14I reached out to [redacted] regarding the use of GraTrack at [redacted] s [redacted] ***12/8/We started a day trial and prepared the system for GraTrack training and mock weekWe discussed the use of the Ghost cashiering ID's and standardization of the cashiering functions.12/15Started mock use of the system.12/23I followed up on status of the mock and [redacted] did not commit time to the task1/14/[redacted] decides to change the tip pay out methodology which would require new job codes to executeI configured the new setup and sent detailed instructions for tasks to be completed to go live as well as which ID's were to be used on the system via emailThe following week [redacted] failed to execute steps to start live use.1/23/[redacted] notifies me that the job codes are in placeI informed her that the trial period had expired and that if she wanted to continue she would need to purchase the $license to move forward.1/28/15Invoice was paid2/5/System was updated with license and set up for mock use start.2/10/[redacted] and I had a disagreement regarding procedures taking place in the [redacted] 's [redacted] ***I commented that we had a very poor trust relationship, in order for us to be able to support them she would need to understand what was taking place in the restaurant procedures and take corrective actionShe became very upset and hostile, she made verbal threats about our credibility and that she would no longer refer or suggest our product to others and hung up saying she did not have time for this.2/11/15Email sent to [redacted] informing her that we would be terminating the license and refunding the purchase price of the softwareThis was an agreeable solution for her as wellRefund was complete via PayPal on 2/11/153/5/15Received a call from an industry colleague that manages a competing software productHe informed me that they were contacted by the ***, a site that currently used GraTrackI stated that I had a falling out with another one of their sites so it made sense that they were looking for an alternate solution there as wellI thanked him for the notification and said if he could pick up the client go ahead.The ***s license expires on 4/4/15, internally GraTrack decided to simply not commit the time sending an invoice as they were seeking alternate solutionsAlso days prior to expiration GraTrack software notifies the user that the expiration is pendingIf they had not found a solution by then they could contact us for an invoice.On our about 3/25/notifications started appearing when starting GraTrack that it was expiring4/4/15GraTrack officially expired without contact from The ***4/8/15At 6:50pm we received a voice mail from [redacted] regarding access to the software followed by an email at 6:This was the first communication from the site regarding the expiration.on 4/9/10amEmail sent to [redacted] and [redacted] the site operating partner, here is the text from that email " [redacted] and ***, It is our understanding that your group is no longer planning to use GraTrackWe don't believe we can provide the level of service you require therefore are not renewing the product for further use beyond the expirationThere are other products on the market to assist in your tip tracking needs such as Gratuity Solutions, Tip Network, and CardFlex[redacted] left a VM at 1:18pm as well as subsequent vm's from [redacted] I returned ***s at my earliest convenience a few hours later to explain the situation, he commented that they would have to manually distribute which would take timeI apologized and stated that it was an unrecoverable situation and again suggested a few of our competitor products[redacted] sent an email roughly the same time I spoke with [redacted] requesting more time on the software to process the existing payroll periodAlso in this same email she stated "We find your actions as a business owner to be unprofessional." This is an example of why we feel our level of service cannot satisfy this particular clientStaying true to her word she has now filed this complaint in response.GraTrack works diligently to provide a service that is unparalleled, during the [redacted] s implementation hours of consulting time were consumed due to inaction, missed deadlines, poor communication, and hostile responses to our suggestionsCalls were even taken on Sunday in hopes of getting the site up and runningIn the end we were threatened with slander so we issued a full refund.The [redacted] was notified through the software and again inaction, missed deadlines, and poor communication led to their inability to execute the business process needed for their business.The data they wish to access is in their possession, the file contains all details of tip activity in the tipsdata.mdb file.At this point I don't believe there is anything more that can be done to satisfy this customer
Complaint: [redacted] I am rejecting this response because:Mr***'s timeline is bogus and so are his claimsI.E:12/23/ [redacted] failed to stick to timeline" Really Christmas in the restaurant businessIt's odd to me that Mr [redacted] did not mention all of the times his program froze or crashed and that is what contributed to delays as well Or the times we played phone tag.--------------The focus of this complaint pertains to The ***, which is a completely separate business with different managers etcMr [redacted] decided to retaliateHe is being vindictive and childish because of his own inadequacies.The point of contact for The [redacted] was [redacted] Mr [redacted] did not inform him that he would not be renewing the serviceMr [redacted] was prompted for the renewal code Mr [redacted] should call [redacted] at [redacted] to assist him with getting the tip information off the server It is absurd to "punish" another business that has nothing to do with the other Mr [redacted] is being petty and unprofessional On a separate note:With regards to Mr***'s detailed statements, he failed to mention that The [redacted] has rarely contacted him for assistance EXCEPT for renewal and initial set-up I am extremely disappointed with his response as at the Other Business ( [redacted] 's) we were on new ground with his Quick Service pooling software Mr [redacted] failed to say that the manager number that does comps and voids could no longer be used He was condescending in his tone when he said "I did not trust him" I followed all the instructions he gave me He never mentioned the manager number could not be used for managerial functions He claimed someone was using the manager number I though he meant for tip out purposes I realize now he meant the number could not be used at all If Mr [redacted] was professional he would have recognized this
Complaint: [redacted]I am rejecting this response because:Mr. [redacted]'s timeline is bogus and so are his claims. I.E. :12/23/2014 [redacted] failed to stick to timeline" Really Christmas in the restaurant business. It's odd to me that Mr. [redacted] did not mention all of the times his program froze or crashed and that is what contributed to delays as well. Or the times we played phone tag.--------------The focus of this complaint pertains to The [redacted], which is a completely separate business with different managers etc. Mr. [redacted] decided to retaliate. He is being vindictive and childish because of his own inadequacies.The point of contact for The [redacted] was [redacted]. Mr. [redacted] did not inform him that he would not be renewing the service. Mr. [redacted] was prompted for the renewal code. Mr. [redacted] should call [redacted] at [redacted] to assist him with getting the tip information off the server. It is absurd to "punish" another business that has nothing to do with the other. Mr. [redacted] is being petty and unprofessional. On a separate note:With regards to Mr. [redacted]'s detailed statements, he failed to mention that The [redacted] has rarely contacted him for assistance EXCEPT for renewal and initial set-up. I am extremely disappointed with his response as at the Other Business ([redacted]'s) we were on new ground with his Quick Service pooling software. Mr. [redacted] failed to say that the manager number that does comps and voids could no longer be used. He was condescending in his tone when he said "I did not trust him". I followed all the instructions he gave me. He never mentioned the manager number could not be used for managerial functions. He claimed someone was using the manager number. I though he meant for tip out purposes. I realize now he meant the number could not be used at all. If Mr. [redacted] was professional he would have recognized this.
The following process is explained in detail as the roll out of this configuration is typically complete in two remote sessions of not more than two hours each over a two week period. The execution of [redacted]'s was extremely difficult consuming resources three times that of the typical...
install.11/25/14I reached out to [redacted] regarding the use of GraTrack at [redacted]12/8/14 We started a 45 day trial and prepared the system for GraTrack training and mock week. We discussed the use of the Ghost cashiering ID's and standardization of the cashiering functions.12/15Started mock use of the system.12/23I followed up on status of the mock and [redacted] did not commit time to the task. 1/14/15[redacted] decides to change the tip pay out methodology which would require new job codes to execute. I configured the new setup and sent detailed instructions for tasks to be completed to go live as well as which ID's were to be used on the system via email. The following week [redacted] failed to execute steps to start live use.1/23/15[redacted] notifies me that the job codes are in place. I informed her that the trial period had expired and that if she wanted to continue she would need to purchase the $349 license to move forward.1/28/15Invoice was paid2/5/15 System was updated with license and set up for mock use start.2/10/15[redacted] and I had a disagreement regarding procedures taking place in the [redacted]'s [redacted]. I commented that we had a very poor trust relationship, in order for us to be able to support them she would need to understand what was taking place in the restaurant procedures and take corrective action. She became very upset and hostile, she made verbal threats about our credibility and that she would no longer refer or suggest our product to others and hung up saying she did not have time for this.2/11/15Email sent to [redacted] informing her that we would be terminating the license and refunding the purchase price of the software. This was an agreeable solution for her as well. Refund was complete via PayPal on 2/11/153/5/15Received a call from an industry colleague that manages a competing software product. He informed me that they were contacted by the [redacted], a site that currently used GraTrack. I stated that I had a falling out with another one of their sites so it made sense that they were looking for an alternate solution there as well. I thanked him for the notification and said if he could pick up the client go ahead.The [redacted]s license expires on 4/4/15, internally GraTrack decided to simply not commit the time sending an invoice as they were seeking alternate solutions. Also 10 days prior to expiration GraTrack software notifies the user that the expiration is pending. If they had not found a solution by then they could contact us for an invoice.On our about 3/25/15 notifications started appearing when starting GraTrack that it was expiring. 4/4/15GraTrack officially expired without contact from The [redacted]4/8/15At 6:50pm we received a voice mail from [redacted] regarding access to the software followed by an email at 6:59. This was the first communication from the site regarding the expiration.on 4/9/15 10amEmail sent to [redacted] and [redacted] the site operating partner, here is the text from that email "[redacted] and [redacted], It is our understanding that your group is no longer planning to use GraTrack. We don't believe we can provide the level of service you require therefore are not renewing the product for further use beyond the expiration. There are other products on the market to assist in your tip tracking needs such as Gratuity Solutions, Tip Network, and CardFlex.[redacted] left a VM at 1:18pm as well as subsequent vm's from [redacted]. I returned [redacted]s at my earliest convenience a few hours later to explain the situation, he commented that they would have to manually distribute which would take time. I apologized and stated that it was an unrecoverable situation and again suggested a few of our competitor products.[redacted] sent an email roughly the same time I spoke with [redacted] requesting more time on the software to process the existing payroll period. Also in this same email she stated "We find your actions as a business owner to be unprofessional." This is an example of why we feel our level of service cannot satisfy this particular client. Staying true to her word she has now filed this complaint in response.GraTrack works diligently to provide a service that is unparalleled, during the [redacted]s implementation hours of consulting time were consumed due to inaction, missed deadlines, poor communication, and hostile responses to our suggestions. Calls were even taken on Sunday in hopes of getting the site up and running. In the end we were threatened with slander so we issued a full refund.The [redacted] was notified through the software and again inaction, missed deadlines, and poor communication led to their inability to execute the business process needed for their business.The data they wish to access is in their possession, the file contains all details of tip activity in the tipsdata.mdb file.At this point I don't believe there is anything more that can be done to satisfy this customer.