Heartland Payment Systems, Inc.

We were made aware of the situation the following morning when AAA called to ask where the driver had left the key fob. We informed AAA that the driver had left it in the drop by the overhead door where we have left keys many many times over the past years and that was the last we have heard
from ANYONE! This is the first I am hearing that the fob was never found. We have never been contacted again by the customer or anyone at MidasIn addition AAA closed the case otherwise we would have been contacted again from themI'm sure that there are cameras at Midas and this could be solved with them watching the video and they would see my driver drop the key fobAs for "instructing" the customer that she needed to stay where she/he was is ridiculous! No we don't require them to go with to the drop off but NEVER do we "instruct" them that they need to stay at they're location!! We also would never be so dismissive to say "it's no longer our problem" we are a professional towing, repair and sales facility with two locations and have been in business since We have never refused to talk to anyone and like I said originally we have never even been contacted to say the fob was never found and asking for compensation. If there was any chance we forgot to drop the fob we would have gladly taken it to them the next morning but that was not the caseOnce my driver dropped the key in the drop box we can no longer be held responsibleOften times they drop boxes go to the floor and if the fob was not seen or driven over which we have seen happen then the responsibility is with Midas not us

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Rhodes Towing has denied any responsibility for the lost Key Fob and was unprofessional once again in the responseI would appreciate the Revdex.com's review of the responseThere has been no offer or understanding since the beginning regarding this matterRhodes Towing stated they were not contacted by AAA after the original request of the Key Fob location. Due to Rhodes Towing's claim, I followed up with AAA and was informed they do have the documentation of speaking Rhodes Towing (with documentation of whom they spoke with, and how the conversations went) a minimum of times regarding this matterI still request Rhodes Towing takes responsibility for the lost Key Fob as they were the last known persons with my property
Regards,
*** ***

[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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.We have documentation of AAA speaking with both Joan and Tracy on dates following the first inquiry about location of the keyPlease speak with them about this as Rhodes Towing was contactedI don’t know what cameras you are referring to as midas does not have cameras at allWhere are you getting the information the Midas recorded or re-recorded anything? It seems that is just your guess of what happenedHas Rhodes even contacted Midas as I originally requested? Midas hs been very helpfulAs I previously stated, I talked to Midas within minutes of their openingThey did not have any vehicles or keys that it could have been lost or run overI also searched the Midas location within hours of their openingIt’s very poor customer service to say it’s not your responsibility and to not try to meet the customer half way or offer any form of assistanceYour ratings on Google are also very poor with many unanswered complaintsIt seems to me Rhodes is the problem as they take no responsibility or attempt to helpMidas has offered to help many other ways, and said they would be happy to speak with Rhodes TowingIf you are unwilling to speak with Midas it seems you have something to hide and do not care about your complaints what-so-everI plan to write a review on Google as well, and will never refer someone to this business.
Regards,
*** ***

[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, *** ***

[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 meRegards, *** ***

To Whom It May Concern:
Heartland Payment Systems has reviewed the complaint submitted by *** *** *** We have reached out to our Sales Representative who stated there was nothing to indicate the merchant was processing on a
trial basis, however, the merchant purchased an Ecredit card terminal from Heartland Payment Systems that is exclusive and cannot be used with any other processorAlthough *** *** did agree to our Merchant Terms and Conditions which included an Early Termination Fee of $as indicated below, Heartland Payment Systems has agreed in good faith to waive the Early Termination Fee and issue the merchant a refund which is currently being processed
Thank you for bringing this complaint to our attention

Complaint: ***
I am rejecting this response because:They stand by there contract I send by moral beingThanks for showing you're Heartless Heartland
Regards,*** ***

Complaint: ***
I am rejecting this response because:
The company took an extra dollars from my bank account and I have statements to prove itThis is not acceptable.
Regards,
*** ***

I apologize that she feel as though we have been unprofessional. I in fact did receive contact from AAA but not until AFTER I responded to the first complaint which tells me that AAA was contacted after I made the customer aware that we had not heard from AAA. I have been in contact with my field rep as well and we have been told that the customer was informed back on January 23 that her claim was denied because there is no way to say that we were the last ones with the key fob. Had Midas checked their cameras immediately following the tow we would have been able to resolve this in a timely manner and would have been able to determine that my driver left the keys where we have many times before. Unfortunately their videos have been rerecorded over. We would have absolutely no reason not to drop off the key fob at Midas. The driver that did the tow has worked for me for quite a while now and have never had an incident like this in the past. Had he forgotten to drop off the fob he would have been more than happy to drop it off first thing in the morning but the fact is that he didn't have it. We have been in business for more than 40 years and customer service is the heart of our company. We also have been a AAA provider for a majority of this time and have received many awards from them regarding our service most recently being The Service Provider of Excellence award in 2017. Taking responsibility is not an issue when things happen out of our control, but I don't feel as though this is one of them situations. There is a possibility that Midas miss placed or even possibly drove over the key fob due to the fact that they drop on the shop floor when put through the key drop. There is no way that the customer can say we were to blame 100%. As she stated she wasn't there.

If the merchant does not receive a refund in 24-48 hours, please contact the Heartland Service Center.

I would like to first address how they did not respond to my actual complaint and just used the contract as a way to ignore the real issue. I already took responsibility for not reading the two pages of papers I signed that I assumed was for my bank information. Would I have read it if he told me...

otherwise? Of course. If their sales representative was straightforward and told me I had to be part of this company for 3 years I would have said ok then why am I paying in full for my terminal and I would have never done business with Heartland. It's sad that they can hide behind a piece of paper instead of being human and owning up to the fact that a representative of there company might of made a mistake or worse lied to make sale.

Please see attached responsed.

Please see the attached letter with screenshots included.

Complaint: [redacted]
I am rejecting this response because:they have given me lots of hassle they should told me all this thing begging before I buy terminal from third party. even after I bought from third party I have...

called to heartland payment for what kind of soft ware do you want me download in new terminal because company who sale terminal they offer me download same software heartland used.  
Regards,
[redacted]

Review: After my credit card terminal (that I owned) ceased working (it was 2 years old), I was told I had to buy a new one. I paid approx $200 for the new one, but was never advised I would be charged $199 more if I did not send the old one back. I owned the old one outright, having paid $250 for it. Had I known they wanted the old one back, I would have sent it back.

I just found all of this out upon the $199 deduction from my bank account. I feel like I was scammed, as I would have gladly sent the broken machine back.Desired Settlement: I would like my $199 back. Please note, my address listed was for my former business. My address is now [redacted]

Business

Response:

If the merchant does not receive a refund in 24-48 hours, please contact the Heartland Service Center.

Review: My company[redacted], used Heartland Payment Systems to process credit card payments from May 2008 until Nov. 2014. At this point we found another company to process our payments. Our account with Heartland ceased all activity on or around Nov. 15 of 2014. During the first week of the new year I received a statement from Heartland for the month of December for $65. I called "customer service" and asked for a refund since there was no activity and we had changed processing companies. The agent told me company policy is to charge the service fee until I notify them by phone that we would no longer use their service. Therefore she would not refund the $65. This I had done either late December or early January. I am not disputing company policy or that I should have called earlier, but I am disputing the lack of customer service from a business to business point of view. At the end of the day, I believe it represents a lack of moral/business ethics on the part of Heartland. I had been a very good customer since 2008 and would expect a small charge of $65 to be refunded, especially from a company such as Heartland that promotes it's excellent customer service. The agent even went so far as to tell me that she would inform a manager who was "in a meeting" about the issue and then get back to me. She has not gotten back to me regarding this matter which is why I am submitting my complaint. I also plan to write to the CEO later this week. I would think they would have enough sense to refund the $65, that way, if I ever need to change processing companies again, I might reconsider their services. With the current situation I will do no such thing, and I would never recommend them to any business associates.Desired Settlement: I would like a $65 refund

Business

Response:

Please see attached response to the complaint.

Review: In march of 2014, I received a letter from heartland saying that I would need a new pin entry devise by july 31, 2014. I called heartland and was informed that the new devise would cost $75.00. Being several months away, I asked if I could wait until june. I was told it would be no problem. When I called to order the devise, I was told it was no longer available and I would have to purchases a whole new terminal for $329.00. Naturally, I was very upset because my machine was fairly new and worked fine. Then I was told that I could purchase on myself but would have to send it to them to be programmed. So, I found one on-line for $56.00. I called heartland back and I was told that they won't program it. I said I would be happy to send them the website and they could buy it and charge me the $75.00 that I was willing to pay from the beginning. They said no. After I got off the phone with them, they called me back and said they would give me a new pin pad for free but I would have to buy a new machine. I again was not happy because I was told earlier that a new machine would cost $199.00. Because I was stressed for time, I called back to buy the new machine but was told that the pin pad was not free and they were crediting me the difference and it would cost me $264.00. I was clearly told FREE. I was Lied to many times.Desired Settlement: I would like a new pin pad for my current machine for $75.00

Business

Response:

Please see attached responsed.

Consumer

Response:

[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.]I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Regards, [redacted]

Review: When I ended my contract I was charged incorrectly.

When I sold my business I ended my association with Heartland. Their final bill included $298 for "equipment". When I called them and reminded them I used my own equipment, the operator became flustered, put me on hold, then said it was for "early termination" of our contract. When I reminded them I did not sign a contract with that termination clause, they ended the conversation and have been unresponsive since. Simply put, they stole money from me. Their service also declined in quality virtually every month after I had been with them for a short time. They "misrepresented" their level of service and then made up a false charge at the end. I would recommend that others stay away from them and definitely use someone else for all merchant services.Desired Settlement: I want the $298 back ASAP as well as an apology.

Business

Response:

To Whom It May Concern:

On May 20th, 2013, HPS received a call from this merchant stating they were selling their business and wanted to close their account. The merchant was provided the form to do so. HPS received the written close request from the merchant on June, 11th, 2013; and the close was finalized on July 5th, 2013 once all month end fees had been processed. The written letter from the merchant stated they were closing their account due to the sale of their business; which was consistent with our previous call records.

In review of this complaint we have reviewed all call records and found no service/technical related issues were ever expressed by the merchant and/or present that we could identify. In regard to the merchants call to address the $295.00 Early Termination Fee, the customer services representative confirmed for the merchant right away that the merchant owned their own equipment and that this fee was not equipment related. The representative then having never placed the merchant on hold advised that the $295.00 fee was for Early Termination of their account. The representative additionally offered to provide an additional copy of our termination letter which was previously issued to the merchant’s location. The merchant declined.

Below (see attached response), I have included a screen shot of the signature section of the merchant’s contact which states the term as three years and validates that the merchant has received a copy of their terms and conditions.

The Merchant Processing Agreement Terms and Conditions disclose the Early Termination Fee in section 11.4 as shown below (see attached response).

Additionally, I have attached the merchant’s signed cancellation form which reminds the merchant of the Early Termination Fee and a copy of the Termination Letter which was sent to the merchant which states this fee would be waived should the merchant choose to return within 60 days.

Given our findings of our review, HPS declines the refund request of $295.00. However we do apologize if the merchant felt dissatisfied/uninformed in anyway as we do value each of our merchants and strive for excellent service and full disclosure of our fees.

Review: Credit card terminal issue: I have credit card terminal which was not printing , because printer got bad so I call heartland customer services [redacted] spoke with them they told you have buy new terminal. they give me price for ingenico ict 250 $ 250.00 . so told let me see if I can get cheaper from another place. they OK. I ask them before I buy from out side I have called and ask what kind of software do you used because other company ask me so they can down load for me and it will ready to go. I call back to heartland customer service they told you get you new terminal and we will download for you threw phone line I say ok. and order new terminal from out side for $179.00 . on Dec 2014 after I got the machine I called them to down load software they told it will coast $50.00 and you have send machine in . see they did not tell me all this thing before when I have called. I say ok what they did they send me all ready ready to go same model ict250 terminal and I have send my terminal which I bought send back to them. 12/14/2015 start using there terminal. now that terminal do not work. now they asking another $300.00 for new terminal. what happen the terminal I bought and pd in Dec 2014 still in warranty they do not want cover and they do not have record.

Business

Response:

Please see attached PDF for Heartland's response to the complaint.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:they have given me lots of hassle they should told me all this thing begging before I buy terminal from third party. even after I bought from third party I have called to heartland payment for what kind of soft ware do you want me download in new terminal because company who sale terminal they offer me download same software heartland used.

Regards,