Hagglunds Drives

We have received the complaint and have researched this account. Our records indicate that according to *** *** he was satisfied with his service and equipment but had decided to change services and breach agreement. *** *** *** signed agreements to
process with our company on July **, 2015. Please see attached agreement. He received brand new loaner wireless terminals free of charge. They were sent out in July 2015. *** *** was contacted by our activation department to confirm that he had possession of the terminals and to help him activate them. Our records indicate that we tried to contact him over times. He ignored, dodged and refused to call back or activate the terminals for over months. Finally in January of *** *** activated the terminals and began processing. In March of 2016 *** *** contacted our offices wanting to accept gift cards. Our technical department walked him through the process to activate his gift card services. *** *** called on March ***, at 6:PM for the download. Our hours tech support team ran him through the process. Since the internet service *** *** had was slow, they began the download and instead of keeping him on the line he was informed to call back if download is not complete. *** *** called back at 7:PM. Informed the tech team that there was no file found. They ran it through again. *** *** called back at 7:PM. The Tech team decided to overnight him brand new terminals with the gift card function and everything he needed. Please see notes on attached file. *** *** did not have to pay for the terminal and our company paid 1/of the shipping just to make sure he was happy. He received the new terminals functioning and perfect. We received the old terminals. On April **, at 9:AM *** *** contacted us and requested copies of his agreement. He was asked if everything was alright. *** *** informed our team that everything is alright. The team then asked him if there was any trouble with the equipment, *** *** said no. Our team then asked if he would like us to review or look into his rates for him, merchant did not answer yes or no but just wanted a copy of his agreements. *** *** was sent a copy of his agreements to the email on file. According to our records the email was received and open. See attached file with customer service notes and *** ***s responses. According to our records *** *** was satisfied. This complaint is the first time we have heard otherwise from him. We have helped 1000's of businesses all through out the U.S. We provide hours a day days a week top notch customer service. In this case we provided *** ***, the best rates, free equipment and hour customer service. He claims our customer service was poor yet all the notes show that he was completely happy and satisfied. *** *** signed an agreement. Our company provided *** *** free loaner equipment with a value of over $800. We took care of any previous accounts, activations, programming, shipping, account application openings and such. These are all costs the company did not charge upfront based on the agreement between us. *** *** would understand that if someone contacted his company and special ordered lumber or equipment and had it shipped to them, that if they called back after receiving the special order and decided they did not want it, there would be costs that someone would have to pay for. Our company has put so much money into this account with the agreement that his company would process with us for the term. *** *** since then has breached his agreement and believes that he should not be charged for anything. If *** *** did not receive all the free loaner equipment and service and such this may be the case but this is not the case here. In this case it would have taken us much longer than average because of his need of wireless terminals and his rates being so low. Please see attached file of agreements, customer service and tech support notes. You will find that what *** *** was offered and provided was with exceptional customer service. We would prefer to continue his service then to collect the fees. We believe it would be both our best interest to continue services rather than breaching the agreement. If *** *** wants to continue the service we would assist him to make sure any issues (if any) are addressed, otherwise *** *** is bound by agreement to process or pay the fees and return the equipment in the condition received. Sincerely and Respectfully, Jennifer P***

We have received the complaint and have researched this account.  Our records indicate that according to [redacted] he was satisfied with his service and equipment but had decided to change services and breach agreement.  [redacted] signed agreements to...

process with our company on July **, 2015.  Please see attached agreement.  He received 2 brand new loaner wireless terminals free of charge.  They were sent out in July 2015.  [redacted] was contacted by our activation department to confirm that he had possession of the terminals and to help him activate them.  Our records indicate that we tried to contact him over 11 times.  He ignored, dodged and refused to call back or activate the terminals for over 5 months.  Finally in January of 2016 [redacted] activated the terminals and began processing.  In March of 2016 [redacted] contacted our offices wanting to accept gift cards.  Our technical department walked him through the process to activate his gift card services.  [redacted] called on March [redacted], at 6:30 PM for the download.  Our 24 hours tech support team ran him through the process.  Since the internet service [redacted] had was slow, they began the download and instead of keeping him on the line he was informed to call back if download is not complete.  [redacted] called back at 7:16 PM.  Informed the tech team that there was no file found.  They ran it through again.  [redacted] called back at 7:43 PM.  The Tech team decided to overnight him 2 brand new terminals with the gift card function and everything he needed.  Please see notes on attached file.  [redacted] did not have to pay for the terminal and our company paid 1/2 of the shipping just to make sure he was happy.  He received the new terminals functioning and perfect.  We received the old terminals.  On April **, 2016 at 9:38 AM [redacted] contacted us and requested copies of his agreement.  He was asked if everything was alright.  [redacted] informed our team that everything is alright.  The team then asked him if there was any trouble with the equipment, [redacted] said no.  Our team then asked if he would like us to review or look into his rates for him, merchant did not answer yes or no but just wanted a copy of his agreements.  [redacted] was sent a copy of his agreements to the email on file.  According to our records the email was received and open.  See attached file with customer service notes and [redacted]s responses.  According to our records [redacted] was satisfied.  This complaint is the first time we have heard otherwise from him.             We have helped 1000's of businesses all through out the U.S.  We provide 24 hours a day 7 days a week top notch customer service.  In this case we provided [redacted], the best rates, free equipment and 24 hour customer service.  He claims our customer service was poor yet all the notes show that he was completely happy and satisfied.  [redacted] signed an agreement.  Our company provided [redacted] free loaner equipment with a value of over $800.  We took care of any previous accounts, activations, programming, shipping, account application openings and such.  These are all costs the company did not charge upfront based on the agreement between us.  [redacted] would understand that if someone contacted his company and special ordered lumber or equipment and had it shipped to them, that if they called back after receiving the special order and decided they did not want it, there would be costs that someone would have to pay for.  Our company has put so much money into this account with the agreement that his company would process with us for the term.  [redacted] since then has breached his agreement and believes that he should not be charged for anything.  If [redacted] did not receive all the free loaner equipment and service and such this may be the case but this is not the case here.  In this case it would have taken us much longer than average because of his need of wireless terminals and his rates being so low.  Please see attached file of agreements, customer service and tech support notes.  You will find that what [redacted] was offered and provided was with exceptional customer service.  We would prefer to continue his service then to collect the fees.  We believe it would be both our best interest to continue services rather than breaching the agreement.       If [redacted] wants to continue the service we would assist him to make sure any issues (if any) are addressed, otherwise [redacted] is bound by agreement to process or pay the fees and return the equipment in the condition received.   Sincerely and Respectfully, Jennifer P[redacted]