Harbortouch

In response to the merchant's request attached is a written notification of account closure and no further obligation to Harbortouch
Legal Group
Harbortouch

We
are sorry to hear of
the
merchant’s dissatisfaction with Harbortouch’s products and
services. Harbortouch values each
merchant it serves, realizing that exceptional customer service is just as
important as competitive pricing and innovative products. We take the loss of a customer’s business
very seriously and, if given the opportunity, will do whatever we can to make the
merchant a satisfied Harbortouch customer
On January
18, the merchant entered
into a Harbortouch Merchant Transaction Processing Agreement (“Processing
Agreement”)The Processing Agreement governs the terms and conditions whereby
Harbortouch agreed to provide the merchant’s business with processing services
for credit/debit card transactionsThe Processing Agreement consists of the
Merchant Application and the Terms and Conditions, together with its addenda,
attachments and schedules. A copy of the
Merchant Application is enclosedYour client received a copy of the Terms and
Conditions prior to signing the Merchant ApplicationHowever, you may
also access the Terms and Conditions at www.harbortouch.com/terms.
The Processing Agreement is for a three (3) year term and will
automatically renew for successive two (2) year periods unless terminated as
detailed in Section of the Terms and Conditions. I refer the merchant to Section Dof the
Processing Agreement and Section Term of Agreement of the Terms and
Conditions
We never received prior notification from the merchant to
close the account. The charges the
merchant incurred were for the minimum service fee in accordance to the Processing
Agreement and the Terms and Conditions.
All prior charges are valid.
As of today, Harbortouch will close the merchant’s account with no early termination fee.
Legal Group
Harbortouch

Harbortouch will comply with the settlement request and contact the merchant

The Harbortouch POS system is inefficient and most importantly their Light House function (remote access) does not do what was promised For the last two months I have complained and complained and it is still not resolved One of their prime selling features is remote access to your businessThey are having severe problems with their server and cant give you any idea when problems will be resolvedStay away from this productFrom my conversations with tech support they do not have the resources or ability to fix problems

This complaint appears to have been or are in the process of being resolved between customer and Harbortouch outside this forumIf the customer disputes that please provide evidence

We
are
size="3">disappointed to hear ofthe merchant’sdissatisfaction with Harbortouch’s
products and servicesHarbortouch values each merchant it serves, realizing
that exceptional customer service is just as important as competitive pricing
and innovative productsWe take the loss of a customer’s business very
seriously.
On June 19, 2009, *** *** entered into a Merchant
Transaction Processing Agreement (“Processing Agreement”). The Processing Agreement governs the terms
and conditions whereby Harbortouch agreed to provide *** ***’s business with
processing services for credit/debit card transactions. The Processing Agreement consists of the
Merchant Application and the Terms and Conditions, together with its addenda,
attachments and schedules. A copy of the
Merchant Application is attached. *** *** received a copy of the Terms and Conditions prior to signing the
Merchant Application. However, he may
also access the Terms and Conditions at www.harbortouch.com/terms. The Processing Agreement has a minimum three
(3) year term and automatically renews for successive two (2) year
periods. Please see the Terms and
Conditions Section Term of Agreement
Harbortouch
received the merchant’s written cancellation request and subsequently closed
the merchant’s account in its database on January 21, 2015. An
early termination fee of $is valid in accordance to the Processing
Agreement inclusive of the Terms and Conditions.
However,
after a careful review of the merchant’s account, Harbortouch recognizes that
the merchant has been a valued and loyal customer. Harbortouch is willing to waive the ETF of
$and will refund the merchant’s account.
It generally takes to business days for the refund to be deposited
into the merchant’s account. The
merchant has no further obligation to Harbortouch.
Legal
Group
Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: from beginning they reject to me this servicethen I didn't get any response from them(even phone call or email or any document), how come they said have verify with meFollow thier mention this service start from Feb 19th 2014, it's no reason why they start charge service fee from june 2ndi have to say no service no payment
Regards,
*** ***

Again Harbortouch
provided you with return labels to return the equipment and has waived fees. All
other billing is valid

I was asked by Harbortouch to submit a review to the Revdex.com based on my positive review I gave them on a recent survey - I have read the reviews and complaints submitted here by others, and I can honestly say I have not had any major problemsThe sale process by my rep was explained well with a live demo; setup and training of my staff was really good; and our system experience overall has been very positive for my small restaurant I was somewhat familiar with POS systems from previous jobs so I understood the positive aspects and the frustrations - But, our system has been very user friendly; tech support has been good; payment processing has been accurate & fast; and fees seem to be in line

With regards to the $499, you may have your equipment back as I've said from the beginningEither send somebody to pick it up or send me a shipping box and labelI will not be paying to ship back your broken equipment
With regards to the $770, what is there to discuss? You broke our agreement the day you stopped providing working serviceAs detailed earlier, this went on for multiple weeksIf anything, I should be going after you for lost business and the inability to accept credit cards while I waited for a fix that you never provided
Remove the $that was unjustly billed, and then we can discuss the return of the equipment

Harbortouch cannot locate any merchant account with the contact information providedHarbortouch requests that the business name and Harbortouch MID be provided to help better serve this complaint

The merchant did not properly close this account until April 15th There were email correspondences in November of in which a closure was asked however that was rejected as closure of an account can only be done by the authorized signer of the legally binding contractThis was
communicated back, evident by the attached email stringThe contract remained active until recentAll terms/billings are valid

No refund will be issued

This merchant's case has been escalated to a management team. A member of the management team will be reaching out to the merchant to address the issues of this case.
Legal Group
Harbortouch

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We are sorry to hear of the merchant’s dissatisfaction with Harbortouch’s
products and services. Harbortouch
values each merchant it serves, realizing that exceptional customer
service is
just as important as competitive pricing and innovative products. We take the loss of a customer’s business
very seriously and, if given the opportunity, will do whatever we can to make
the merchant a satisfied Harbortouch customerMerchant Account
***
Harbortouch
has closed the merchant account on August 5, 2015. The amount in collections totaling $
was written off
Merchant Account
***
Harbortouch
closed the merchant account on July 1, 2015.
The last billing for this merchant account was on June 2, in the
amount of $12.95. Both of the merchant's accounts are closed with no balance owed to Harbortouch The merchant
has no further obligation to Harbortouch
Legal
Group
Harbortouch

Harbortouch requests documentation proving stated fee's and will gladly researchTHank you

We are sorry to hear of the merchant’s
dissatisfaction with Harbortouch’s products and services
""> Harbortouch values each merchant it serves,
realizing that exceptional customer service is just as important as competitive
pricing and innovative products. We take
the loss of a customer’s business very seriously and, if given the opportunity,
will do whatever we can to make the merchant a satisfied Harbortouch customer
However,
a member of our management
team has contacted the merchant and is expeditiously working in order to resolve the issues the merchant is experiencing.
Legal Group
Harbortouch

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I canceled my account as of 4/29/per emailed signed document and was on the phone with the customer service representative to confirm she received the document(see attached email and attached cancelation letter)
The stated credit card equipment that they are referring to *** *** that was shipped to me on 9/9/and states no charge and freeIt was billed to the broker Bolhis Enterprises which was in charge of handling the opening of the accountIt states the equipment was FREE and NO CHARGE (see attached receipt)
I have no recall of ever receiving or agreeing to any terms or conditions when I opened the account with *** *** *** now DBA Harbortoucn back in 9/When I requested a signed copy from Maryanne M*** on 8/20/she told me that she could not email it and would have to send it in the mailShe stated that I would receive it within 3-business days, however I have not received the documents as of todays date 9/8/The current terms that they are referring to on the web site may have been altered since and without a copy of the terms and my signature agreeing to them the terms on their web site would not apply in this caseMy request:
Verification of my account being closed as of 4/29/pre written documentation providedrefund all charges made to both direct debit and credit card listed below in the amount of $564.255/02/$35.506/02/$35.507/02/$36.505/02/$2.256/03/$2.257/02/$2.258/18/$If they want the free credit card processing machine back which is years old and I have no need for they can send a prepaid call tag and I would be glad to sell it back to them for $the amount they think it is worth
Regards,
*** ***

Harbortouch
is sorry to hear of the merchant’s dissatisfaction with Harbortouch’s products
and servicesHarbortouch values each merchant it serves, realizing that
exceptional customer service is just as important as competitive pricing and
innovative
productsWe take the loss of a customer’s business very seriously,
and if given the opportunity will do whatever we can to make the merchant a
satisfied Harbortouch customer
Harbortouch
discloses all fees, rates, and charges for its products and services upfront in
its merchant agreementsThe merchant is provided with a monthly billing
statement which summarizes the processing fees charged to the merchant’s
account based on the volume of card transactions accepted by the merchantAll
other fees charged during the month to the merchant’s account are also
disclosed on the statement
The
Quarterly Software Support Fee was disclosed on the POS System Transfer Agreement
that was signed by the merchant.
Harbortouch
did provide notice to the merchants that were affected by the security incident
that was detected on April 10, This merchant was not affected.
Unfortunately,
we cannot terminate the merchant’s POS System Service Agreement without
penaltyHarbortouch provides our merchant customers with POS Systems, at
little to no upfront costThis includes all of the necessary hardware,
software and installation of the equipmentWe then support our merchants by
offering 24/customer and technical supportWe do this strictly in reliance
on a merchant’s commitment to enter into the five year Service AgreementIf a
merchant terminates its commitment prior to the end of the contract, we suffer
substantial financial lossesTherefore, we are extremely vested in the success
and financial viability of our merchants
Harbortouch
is willing to work with the merchant in order to make her a satisfied
Harbortouch customerThe merchant should contact Harbortouch Customer Service
at to discuss what options may be availableIf the merchant wants
to close its Harbortouch Merchant Account it should also contact Customer
Service and request the appropriate account closure documentation
Legal Group
Harbortouch