I am writing to address the complaint that you received from the owner of Sky Line Comedy Club against my company, [redacted] Standards, LLC The sales manager assigned to this account, [redacted] , members of my office staff, [redacted] and [redacted] and I have all addressed ***'s concerns on numerous occasions Unfortunately, [redacted] was not satisfied as he did not like the answers he was provided with In order for me to provide you with an explanation of what’s taken place, I need to give you a little background on what’s taken place in the past ***, owner of Skyline Comedy Club has been a client of [redacted] Standards since During the past several years, [redacted] has contacted [redacted] Standards on numerous occasions to voice his opinions and complaints, Examples: accused my office staff of not taking his calls and my sales agents of not providing service when in fact they had He’s gone as far as accusing [redacted] Standards of stealing money from his account as he felt debits were "unauthorized" Whatever it may have been, despite ***'s verbal accusation and abuse, my staff has always remained professional, patient and did their best to assist and resolve ***’s issues Past resolution attempts have included two on premises visits from me and free credit card terminals In the past, my staff has provided [redacted] with detailed explanations of processes, procedures and pricing over the phone and in writing, providing detailed information including reporting, Master/Visa published Interchange Rates, comprehensive statement break downs and moreOn several occasions, three way calls were initiated between [redacted] Standards which included [redacted] and the processing company, banks or PCI Compliance Company., all in hopes of having a second person confirm what we had told [redacted] prior to the call, for credibility purposes and to ultimately defuse *** My staff and I have exhausted all resources and for this reason, I have personally encouraged [redacted] to take his business elsewhere as this is not healthy for either party I explained that [redacted] Standards does business with business owners that want to do business with us It's a free world and he can take his business anywhere he chooses His contract obligations to [redacted] Standards were met in back in Prior to this, I offered to waive all early termination fees in hopes that [redacted] would take his business elsewhere Every year [redacted] complains about our processing rates and every year we provide him with the same explanation and encourage him to check out Master/Visa Interchange rates There is very little profit in his account and [redacted] knows thisThe only way my company prices merchants is using a pricing method called Interchange Plus Pricing We disclose true Master / Visa pricing and exactly what [redacted] Standards profits are As [redacted] knows as [redacted] Standards is a “Full Disclosure “company, there is nothing hidden When [redacted] started complaining about his processing rates to [redacted] , my accounts manager recently assigned to ***’s account, [redacted] was going to do everything in his power to reduce ***’s rates Since there was no profit left on the processing side, the only way [redacted] could save [redacted] money was to change the front end which processed the transactionsThe saving was minimal but would reduce the per transaction fee that [redacted] would be paying by a penny or two few per transactions [redacted] thoroughly explained the situation to [redacted] and stated he’d be there to handle the entire process from application to installation [redacted] was even willing to complete the download at a time that was convenient for *** Bottom line [redacted] had very little responsibility in completing this transition Once the account was approved and [redacted] was trying to get the installation completed, [redacted] became upset and refused to let [redacted] complete the download process Shortly after this situation occurred, [redacted] called me and started playing his usual games He was not aware that [redacted] had kept me in the loop and even shared the emails that [redacted] had sent him as this ordeal progressed [redacted] accused [redacted] of being deceptive and again, refused to allow [redacted] on site to complete the download process After minutes of listening to him bash my company, sales agents, and staff, I had enoughSince [redacted] was refusing to allow us to download his terminal, there was little I could do for him I explained that there were costs that [redacted] Standards incurred for the application process , the front end build and download processing fees I was not about to eat these expenses [redacted] kept pushing and I calmly told [redacted] to take his credit processing elsewhereI told [redacted] that I would give him until months end to find another processing company before I cancelled his current service with [redacted] Standards If you have any questions or concerns please feel free to contact me [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-####
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
First, *** NEVER stated she was canceling my account at the end of the month and there's no documentation stating suchI also have not yet secured another processor but am in the processAny revenues lost as a result of her canceling my service prior to securing another processor will be dealt with in the legal realm and I am contacting my attorney as we speak to ensure there's no interruption in my service.
I have NEVER received anything free from *** standards as *** *** statesI have receipts for all of my credit card terminals and have handled all support and downloads of them on my own
There have been over-debits to my account in the past, including over billing on at least occasions for annual PCI compliance fees charged unjustifiably - included in this original complaint which she failed to address were at least charges in for $for "PCI NON-COMPLIANT CHARGE"When will these charges be credited back to my account? At no point in our relationship accused anyone of "stealing" anything - my intent annually as it is with all of my vendors is to ensure I am getting the best and most fair rate possible; stating I was calling to "complain" is a gross exaggerationI have no knowledge of how they make their profit; what I know is that *** Standards and Paymentech are allowed to add points and processing charges or authorization fees above and beyond "Interchange rates." What those markup fees are is much more clear now that I've shopped around
As for ***, he was accommodating originally but then his emails started to go unrepliedThere have been many instances over the course of this relationship in which emails were sent to *** Standards and I'd have to follow up a week later for a replyWhen I started shopping around for a more competitive processor and then agreed to stay with *** Standards originally It was never disclosed that part of the new rates involved changing merchant numbers which ultimately meant my terminals had to be re-programmed and our online ticketing system also needed to be re-programmedWhen I questioned why this wasn't mentioned upfront, neither *** or anyone else gave me an explanation as to why this wasn't disclosedI never refused to let *** on-site to complete the download processHad my attempts to reach out to *** personally gone better than they had, I surely would have continued using *** Standards and continued with the new agreement
Although I feel *** *** is attempting to save-face for her company, her allegations of my demeanor an ddealings with *** Standards and gross exaggerations in her email are why this needs to be resolved in this fashionShort of continuing a non-effective bickering match with *** *** and since my original issue in this complaint was NOT addressed in her reply of getting fees that were charged to me erroneously credited, here's my proposal.
First, do not cancel my account and risk a civil court case until I have secured another processing company*** Standards NEVER stated to me or provided notice in writing they were cancelling my account at "months end." Had *** Standards given correct notice, I would have secured another processor much sooner
Second, credit the fees that were charged to me in for "PCI NON-COMPLIANCE" AND any fees associated with the new (unused merchant accounts) recently setup
When I have secured a new processing company, I will notify *** Standards in writing by Certified Letter of the change so they can terminate and cancel the associated the accountsThis will take place within days of today's date, April 30,
Regards,
*** ***
I am writing to address
the complaint that you received from the owner of Sky Line Comedy Club against my company, [redacted] Standards, LLC
"">
The sales manager
assigned to this account, [redacted], members of my office staff, [redacted] and [redacted] and I have all addressed [redacted]'s concerns on
numerous occasions Unfortunately, [redacted] was not satisfied as he did not
like the answers he was provided with
In order for me to
provide you with an explanation of what's taken place, I need to give you a little
background on what's taken place in the past
[redacted], owner of Skyline
Comedy Club has been a client of [redacted] Standards since During the
past several years, [redacted] has contacted [redacted] Standards on numerous occasions to
voice his opinions and complaints, Examples:
accused my office staff of not taking his calls and my sales agents of
not providing service when in fact they had. He's gone as far as accusing [redacted]
Standards of stealing money from his account as he felt debits were
"unauthorized" Whatever it may have been, despite [redacted]'s
verbal accusation and abuse, my staff has always remained professional, patient
and did their best to assist and resolve [redacted]'s issues
Past resolution attempts have
included two on premises visits from me and free credit card terminals. In the past, my staff has provided [redacted] with
detailed explanations of processes, procedures and pricing over the phone and in writing, providing detailed information including
reporting, Master/Visa published Interchange Rates, comprehensive statement
break downs and more. On several occasions, three
way calls were initiated between [redacted] Standards which included [redacted] and the processing
company, banks or PCI Compliance Company., all in hopes of having a second person confirm what we had told [redacted] prior to the call, for credibility purposes and to ultimately defuse [redacted].
My staff and I have
exhausted all resources and for this reason, I have personally encouraged [redacted]
to take his business elsewhere as this is not healthy for either party I explained that [redacted] Standards does business with business owners that want to do business with us It's a free world and he can take his business anywhere he chooses His contract obligations to [redacted] Standards were met in back in
Prior to this, I offered to waive all early termination fees in hopes
that [redacted] would take his business elsewhere
Every year [redacted] complains
about our processing rates and every year we provide him with the same
explanation and encourage him to check out
Master/Visa Interchange rates. There
is very little profit in his account and
[redacted] knows thisThe only way my company prices merchants is using a pricing
method called Interchange Plus Pricing We disclose true Master / Visa
pricing and exactly what [redacted] Standards profits are As [redacted] knows as
[redacted] Standards is a "Full Disclosure "company, there is nothing hidden
When [redacted] started
complaining about his processing rates to [redacted], my accounts manager
recently assigned to [redacted]'s account, [redacted] was going to do everything in his
power to reduce [redacted]'s rates. Since
there was no profit left on the processing side, the only way [redacted] could save [redacted] money was to change the front end which processed the transactionsThe saving was minimal but would reduce the per transaction fee that [redacted] would be paying by a penny or two few per transactions[redacted] thoroughly explained the situation to [redacted] and stated he'd be there to handle
the entire process from application to installation [redacted] was even willing to complete the download at a time that was convenient for [redacted] Bottom line..... [redacted] had very little responsibility in
completing this transition. Once the
account was approved and [redacted] was trying to get the installation completed, [redacted]
became upset and refused to let [redacted]
complete the download process Shortly
after this situation occurred, [redacted] called me and started playing his usual games He was not aware that [redacted] had kept me in the loop and even shared the emails that [redacted] had sent him as this ordeal progressed [redacted] accused [redacted] of being deceptive and again, refused to allow [redacted] on site to
complete the download process
After minutes of
listening to him bash my company, sales agents, and staff, I had enoughSince
[redacted] was refusing to allow us to download his terminal, there was little I
could do for him. I explained that there
were costs that [redacted] Standards incurred for the application process , the front
end build and download processing fees I was not about to eat these expenses[redacted]
kept pushing and I calmly told [redacted] to
take his credit processing elsewhere. I told [redacted] that I would give him until months end to find another processing company
before I cancelled his current service with [redacted] Standards
If you have any
questions or concerns please feel free to contact me
[redacted] ###-###-####
[redacted] ###-###-####
[redacted] ###-###-####
[redacted] ###-###-####
I am writing to address the complaint that you received from the owner of Sky Line Comedy Club against my company, [redacted] Standards, LLC The sales manager assigned to this account, [redacted] , members of my office staff, [redacted] and [redacted] and I have all addressed ***'s concerns on numerous occasions Unfortunately, [redacted] was not satisfied as he did not like the answers he was provided with In order for me to provide you with an explanation of what’s taken place, I need to give you a little background on what’s taken place in the past ***, owner of Skyline Comedy Club has been a client of [redacted] Standards since During the past several years, [redacted] has contacted [redacted] Standards on numerous occasions to voice his opinions and complaints, Examples: accused my office staff of not taking his calls and my sales agents of not providing service when in fact they had He’s gone as far as accusing [redacted] Standards of stealing money from his account as he felt debits were "unauthorized" Whatever it may have been, despite ***'s verbal accusation and abuse, my staff has always remained professional, patient and did their best to assist and resolve ***’s issues Past resolution attempts have included two on premises visits from me and free credit card terminals In the past, my staff has provided [redacted] with detailed explanations of processes, procedures and pricing over the phone and in writing, providing detailed information including reporting, Master/Visa published Interchange Rates, comprehensive statement break downs and moreOn several occasions, three way calls were initiated between [redacted] Standards which included [redacted] and the processing company, banks or PCI Compliance Company., all in hopes of having a second person confirm what we had told [redacted] prior to the call, for credibility purposes and to ultimately defuse *** My staff and I have exhausted all resources and for this reason, I have personally encouraged [redacted] to take his business elsewhere as this is not healthy for either party I explained that [redacted] Standards does business with business owners that want to do business with us It's a free world and he can take his business anywhere he chooses His contract obligations to [redacted] Standards were met in back in Prior to this, I offered to waive all early termination fees in hopes that [redacted] would take his business elsewhere Every year [redacted] complains about our processing rates and every year we provide him with the same explanation and encourage him to check out Master/Visa Interchange rates There is very little profit in his account and [redacted] knows thisThe only way my company prices merchants is using a pricing method called Interchange Plus Pricing We disclose true Master / Visa pricing and exactly what [redacted] Standards profits are As [redacted] knows as [redacted] Standards is a “Full Disclosure “company, there is nothing hidden When [redacted] started complaining about his processing rates to [redacted] , my accounts manager recently assigned to ***’s account, [redacted] was going to do everything in his power to reduce ***’s rates Since there was no profit left on the processing side, the only way [redacted] could save [redacted] money was to change the front end which processed the transactionsThe saving was minimal but would reduce the per transaction fee that [redacted] would be paying by a penny or two few per transactions [redacted] thoroughly explained the situation to [redacted] and stated he’d be there to handle the entire process from application to installation [redacted] was even willing to complete the download at a time that was convenient for *** Bottom line [redacted] had very little responsibility in completing this transition Once the account was approved and [redacted] was trying to get the installation completed, [redacted] became upset and refused to let [redacted] complete the download process Shortly after this situation occurred, [redacted] called me and started playing his usual games He was not aware that [redacted] had kept me in the loop and even shared the emails that [redacted] had sent him as this ordeal progressed [redacted] accused [redacted] of being deceptive and again, refused to allow [redacted] on site to complete the download process After minutes of listening to him bash my company, sales agents, and staff, I had enoughSince [redacted] was refusing to allow us to download his terminal, there was little I could do for him I explained that there were costs that [redacted] Standards incurred for the application process , the front end build and download processing fees I was not about to eat these expenses [redacted] kept pushing and I calmly told [redacted] to take his credit processing elsewhereI told [redacted] that I would give him until months end to find another processing company before I cancelled his current service with [redacted] Standards If you have any questions or concerns please feel free to contact me [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-#### [redacted] ###-###-####
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
First, *** NEVER stated she was canceling my account at the end of the month and there's no documentation stating suchI also have not yet secured another processor but am in the processAny revenues lost as a result of her canceling my service prior to securing another processor will be dealt with in the legal realm and I am contacting my attorney as we speak to ensure there's no interruption in my service.
I have NEVER received anything free from *** standards as *** *** statesI have receipts for all of my credit card terminals and have handled all support and downloads of them on my own
There have been over-debits to my account in the past, including over billing on at least occasions for annual PCI compliance fees charged unjustifiably - included in this original complaint which she failed to address were at least charges in for $for "PCI NON-COMPLIANT CHARGE"When will these charges be credited back to my account? At no point in our relationship accused anyone of "stealing" anything - my intent annually as it is with all of my vendors is to ensure I am getting the best and most fair rate possible; stating I was calling to "complain" is a gross exaggerationI have no knowledge of how they make their profit; what I know is that *** Standards and Paymentech are allowed to add points and processing charges or authorization fees above and beyond "Interchange rates." What those markup fees are is much more clear now that I've shopped around
As for ***, he was accommodating originally but then his emails started to go unrepliedThere have been many instances over the course of this relationship in which emails were sent to *** Standards and I'd have to follow up a week later for a replyWhen I started shopping around for a more competitive processor and then agreed to stay with *** Standards originally It was never disclosed that part of the new rates involved changing merchant numbers which ultimately meant my terminals had to be re-programmed and our online ticketing system also needed to be re-programmedWhen I questioned why this wasn't mentioned upfront, neither *** or anyone else gave me an explanation as to why this wasn't disclosedI never refused to let *** on-site to complete the download processHad my attempts to reach out to *** personally gone better than they had, I surely would have continued using *** Standards and continued with the new agreement
Although I feel *** *** is attempting to save-face for her company, her allegations of my demeanor an ddealings with *** Standards and gross exaggerations in her email are why this needs to be resolved in this fashionShort of continuing a non-effective bickering match with *** *** and since my original issue in this complaint was NOT addressed in her reply of getting fees that were charged to me erroneously credited, here's my proposal.
First, do not cancel my account and risk a civil court case until I have secured another processing company*** Standards NEVER stated to me or provided notice in writing they were cancelling my account at "months end." Had *** Standards given correct notice, I would have secured another processor much sooner
Second, credit the fees that were charged to me in for "PCI NON-COMPLIANCE" AND any fees associated with the new (unused merchant accounts) recently setup
When I have secured a new processing company, I will notify *** Standards in writing by Certified Letter of the change so they can terminate and cancel the associated the accountsThis will take place within days of today's date, April 30,
Regards,
*** ***
I am writing to address
the complaint that you received from the owner of Sky Line Comedy Club against my company, [redacted] Standards, LLC
"">
The sales manager
assigned to this account, [redacted], members of my office staff, [redacted] and [redacted] and I have all addressed [redacted]'s concerns on
numerous occasions Unfortunately, [redacted] was not satisfied as he did not
like the answers he was provided with
In order for me to
provide you with an explanation of what's taken place, I need to give you a little
background on what's taken place in the past
[redacted], owner of Skyline
Comedy Club has been a client of [redacted] Standards since During the
past several years, [redacted] has contacted [redacted] Standards on numerous occasions to
voice his opinions and complaints, Examples:
accused my office staff of not taking his calls and my sales agents of
not providing service when in fact they had. He's gone as far as accusing [redacted]
Standards of stealing money from his account as he felt debits were
"unauthorized" Whatever it may have been, despite [redacted]'s
verbal accusation and abuse, my staff has always remained professional, patient
and did their best to assist and resolve [redacted]'s issues
Past resolution attempts have
included two on premises visits from me and free credit card terminals. In the past, my staff has provided [redacted] with
detailed explanations of processes, procedures and pricing over the phone and in writing, providing detailed information including
reporting, Master/Visa published Interchange Rates, comprehensive statement
break downs and more. On several occasions, three
way calls were initiated between [redacted] Standards which included [redacted] and the processing
company, banks or PCI Compliance Company., all in hopes of having a second person confirm what we had told [redacted] prior to the call, for credibility purposes and to ultimately defuse [redacted].
My staff and I have
exhausted all resources and for this reason, I have personally encouraged [redacted]
to take his business elsewhere as this is not healthy for either party I explained that [redacted] Standards does business with business owners that want to do business with us It's a free world and he can take his business anywhere he chooses His contract obligations to [redacted] Standards were met in back in
Prior to this, I offered to waive all early termination fees in hopes
that [redacted] would take his business elsewhere
Every year [redacted] complains
about our processing rates and every year we provide him with the same
explanation and encourage him to check out
Master/Visa Interchange rates. There
is very little profit in his account and
[redacted] knows thisThe only way my company prices merchants is using a pricing
method called Interchange Plus Pricing We disclose true Master / Visa
pricing and exactly what [redacted] Standards profits are As [redacted] knows as
[redacted] Standards is a "Full Disclosure "company, there is nothing hidden
When [redacted] started
complaining about his processing rates to [redacted], my accounts manager
recently assigned to [redacted]'s account, [redacted] was going to do everything in his
power to reduce [redacted]'s rates. Since
there was no profit left on the processing side, the only way [redacted] could save [redacted] money was to change the front end which processed the transactionsThe saving was minimal but would reduce the per transaction fee that [redacted] would be paying by a penny or two few per transactions[redacted] thoroughly explained the situation to [redacted] and stated he'd be there to handle
the entire process from application to installation [redacted] was even willing to complete the download at a time that was convenient for [redacted] Bottom line..... [redacted] had very little responsibility in
completing this transition. Once the
account was approved and [redacted] was trying to get the installation completed, [redacted]
became upset and refused to let [redacted]
complete the download process Shortly
after this situation occurred, [redacted] called me and started playing his usual games He was not aware that [redacted] had kept me in the loop and even shared the emails that [redacted] had sent him as this ordeal progressed [redacted] accused [redacted] of being deceptive and again, refused to allow [redacted] on site to
complete the download process
After minutes of
listening to him bash my company, sales agents, and staff, I had enoughSince
[redacted] was refusing to allow us to download his terminal, there was little I
could do for him. I explained that there
were costs that [redacted] Standards incurred for the application process , the front
end build and download processing fees I was not about to eat these expenses[redacted]
kept pushing and I calmly told [redacted] to
take his credit processing elsewhere. I told [redacted] that I would give him until months end to find another processing company
before I cancelled his current service with [redacted] Standards
If you have any
questions or concerns please feel free to contact me
[redacted] ###-###-####
[redacted] ###-###-####
[redacted] ###-###-####
[redacted] ###-###-####