Pinnacle Residential Properties, LLC

pcAmerica has been in business for over years and does it's very best to provide our thousands of customers with the best possible service pcAmerica does not have access to automatically update customers software remotely and create issues for customers In order for pcAmerica to gain access to a customers computer, we use a process that requires two factor authentication This means that we have to contact a customer and ask them to log onto a third party product like ShowMyPC and provide us with a unique code so that we can access their computer Houston's [redacted] is familiar with this process as they have called the pcAmerica technical support department many times in the past Also, ShowMyPc automatically expires after one hour so we don't have long term access to a customers computer We use a two factor authentication because it is also required by PCI so that a customer can process credit cards securelypcAmerica does regret that Houston's [redacted] had issues with applying tips to their invoices on December **, However, pcAmerica policy is that all customers have a valid pcAmerica Technical Support contract if they are requesting our assistance in troubleshooting an issue This Technical Support contract acts as an insurance policy for the business owner for when there may be an issue with the software pcAmerica does offer a free FAQ website and free videos for customers that do not want our help in troubleshooting issues that arise It is the business owners decision if they want our assistance One of the values of the pcAmerica Technical Support contract is that we research and look into where we suspect the current issue a customer is facing stems from It could be our pcAmerica software, third party hardware or third party credit card processors as examples In this particular case, Houston's [redacted] was using the credit card processor called Fifth Third Tandem which they signed a contract with for credit card processing After Houston's [redacted] paid to renew their pcAmerica Technical Support, the support team was able to troubleshoot these issues and determined that the issue might be with their Credit Card processor and that they should contact them to help settle these outstanding tips.Finally, when paying for support, we outline in writing that the purchase is not refundable Houston's [redacted] agreed to the below terms when paying for their one year pcAmerica Technical Support contract via PayPal These terms are sent to every customer that purchases software, support or hardware from pcAmerica."This Agreement shall be governed by and construed in accordance with the laws of the State of New York, notwithstanding principles of conflicts of laws, and the parties submit to the exclusive jurisdiction and venue of the Supreme Court of the State of New York for the County of Rockland and/or the United States District Court for the Southern District of New York in the County of Westchester; and the parties agree not to raise and waive any objection to or defense based on the venue of any such court or based upon forum non conveniens The sale of software, hardware or service is non-refundable This charge will show on your credit card statement as PC America."

The business has responded Please see below:[Customer Response] Support explaining the tips has to be entered zero and that how the software works explained on paragraph is completed falseI have couple of other restaurant with the same software we don’t enter zero tips any time and that’s working for almost years now[pcAmerica Response] pcAmerica records all calls that come into the companyOn at 10:45am, a pcAmerica technician called [redacted] and explained the exact same thing to himThe pcAmerica technician asked [redacted] if he had contacted [redacted] s about rekeying the outstanding transactions and he stated that he did not and that he didn’t want the customers to complain about getting charged months laterThe pcAmerica technician asked if [redacted] would like to conference [redacted] s in to get the process started and he declined stating he was going to be leaving for India soon and won’t be back until the end of July and doesn’t want the customers complaining while he is awayAll these calls are recordedWith regard to the customers other restaurants with pcAmerica software, it depends on the setup and the credit card processor being used whether or not you have to enter in zero tipspcAmerica is not aware of how [redacted] has these other restaurants set up with pcAmerica software[Customer Response] [redacted] s started to re key some of the transactions as a test there were lots of customer complaints stating they are charge multiple times also resulted in posting bad reviews for the business on social media like yelp, google and stuff, really affected my business since our sales dropped to 45% than the normalCustomers started give me treat call and bad words on phone as well and the message is spreading like fire[pcAmerica Response] pcAmerica has actively been working with customer to resolve issues as documented in initial Revdex.com response and this BB response[Customer Response] PC America never explained me the process as stated on the response I called their technical team and was on phone for hour and half never got hold of technician[pcAmerica response] We do regret if there was wait to get a hold of a pcAmerica technicianHowever, as stated above, we have recorded telephone calls from and at 3:pmOn this last call, a pcAmerica technician called and asked if we could assist further but help was declined[Customer Response] I would request PC America to refund all the lost money and business loss and the cost to rebuild a new brand to a tune of $100,included $40,lost because of software issue[pcAmerica Response] The pcAmerica software license agreement states that you use the software at your own riskThe pcAmerica software is a tool to run your businesspcAmerica offers technical support, training, online help videos and an FAQ website to assist customers in running their business and setting up the software correctlyMany of these helpful resources describe best practices of running End of Day reports and comparing those values to what is being deposited in your business bank accountIf that does not happen, it is suggested that you have an active pcAmerica technical support contract so that we can help with any potential issues immediately[Customer Response]On [redacted] of May I was contact by the senior technical team to correct the software issue and they failed to do that, expected to have a conference call with global today but I am afraid I will not allow anything to do with the software now and take them to law if neededI would definitely like it to take to press so no other will be cheated by the software[pcAmerica Response] pcAmerica would like to continue to help [redacted] and his businessAs stated earlier, we have a recorded call on at 3:pm where a pcAmerica technician called [redacted] to see what we could do to assist and help was declinedWe have continued to work with [redacted] as we have calls recorded on and where we assisted in working with his [redacted] processor on some new issuesDuring these calls, we suggested that [redacted] upgrade his pcAmerica softwareHowever, [redacted] stated that he was leaving the country for some timepcAmerica will extend technical support so that when [redacted] is available, we can upgrade his software and continue to assist in helping him run his business

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]Support explaining the tips has to be entered zero and that how the software works explained on paragraph is completed false I have couple of other restaurant with the same software we don't have to enter zero tips any time and that's working for almost years now*** ***s started to re key some of the transactions as a test there were lots of customer complaints stating they are charged multiple times also resulted in posting bad reviews for the business on social media like yelp, google and stuff, really affected my business since our sales dropped to 45% than the normal Customers started giving me treat call and bad words on phone as well and the message is spreading like fire.3. PC America never explained me the process as stated on the response I called their technical team and was on phone for hour and half never got hold of a technicianI would request PC America to refund all the lost money and business loss and the cost to rebuild a new brand to a tune of $100,included $40,lost because of the software issueOn *** of May I was contacted by the senior technical team to correct the software issue and they failed to do that, expected to have a conference call with global today but I am afraid I will not allow anything to do with the software now and take them to law if needed I would definitely like it to take to press so no other will be cheated by the software.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

This is a customer of a reseller of our who is looking to received the product he ordered from the reseller We are aware of this situation and have informed the reseller (First Data) at least days ago that they should ship the system to the customer and that we have no involvement in the
deployment of this product There is no reason the reseller should not deliver the product however, this is not an issue or situation that we have control over as the customer must deal with the company he purchased this system from The system that was purchased includes software that we develop but we have no control over the company delivering the product The dispute should be with them and not us Once the customer receives the system, we can help support them

The business has responded.  Please see below:The pcAmerica software was purchased from a reseller and pcAmerica is not aware of what type of contract or promises that were made between [redacted] and [redacted]. However, pcAmerica records do show that [redacted] did purchase...

one, 1 year pcAmerica technical support contract for her pcAmerica Point of Sale software on 9/*/2014 with an expiration date set at 9/*/2015. pcAmerica does offer 24/7 by 365 technical support. We do apologize for any inconvenience that was experienced using this service. pcAmerica documents historical technical support case notes. It appears that there has been a history of cash drawer issues reported. pcAmerica policy states that if an issue has been reported and a case created and the customers technical support contract runs out, we will still work on this particular issue until resolution. [redacted] called up on 9/*/15 with a cash drawer issue which pcAmerica technical support case notes state was resolved. However, over the course of the next few days, the cash drawer issues persisted but the pcAmerica technical support contract was expired. pcAmerica has extended the technical support for [redacted] until 10/**/15 to resolve any outstanding issues with her Point of Sale. We have also requested that a New York based level 2 technician reach out to [redacted] to resolve these cash drawer issues.

The business has responded.  Please see below:pcAmerica called [redacted] after receiving his Revdex.com complaint to review any outstanding issues and to go over the history of where the complaint arose from. Based on pcAmerica records, [redacted] has been a customer using our Point of Sale software...

since 2012 with Technical support case notes going back to 8/**/2012. Based on case notes it seems that issues regarding payment processing began when [redacted] switched his credit card processor in October of 2014. On 5/*/2015, [redacted] called into pcAmerica Technical Support about missing funds from his bank account. He realized he was missing funds from his credit card transactions after a customer approached him stating that her card was not charged for the meal she purchased weeks ago. pcAmerica Technical Support went through reports and came to the conclusion that [redacted] did not apply tips to all of his credit card transactions. This leaves the transaction in a pre-authorized state (unable to settle until tip is applied). This was between the months of December 2014 until May 2015. [redacted] was on auto settle from his credit card processor, [redacted] processing. This means that [redacted]s will automatically process the post-authorized credit cards during the night. pcAmerica Technical Support explained to [redacted] that tips must be applied to each transaction even if a zero tips is applied. This is how the pcAmerica software works. If the Settle button is pressed or End of Day button is pressed in the pcAmerica Point of Sale software, it will prompt the software user to apply zero tips. pcAmerica Technical Support also explained to [redacted] that the transactions in the past failed to be processed and he will have to send the failed transactions to his payment processor, [redacted]s, to see if they can pushed those customer credit card transactions through to be processed. On 5/*/15, pcAmerica Technical Support spoke to another contact from [redacted]’s restaurant named [redacted]. A pcAmerica Level 2 Technical Support representative explained to [redacted] that he should have the credit card processor, [redacted]s force the failed credit card transactions through to be processed. pcAmerica Level 2 Technical Support also explained to [redacted] that since he is doing tips in the software he should manually settle the credit cards. During that call, [redacted] stated that he will speak with the restaurants credit card processor, [redacted]s, to have the failed credit cards pushed through to be processed. On 5/**/15 pcAmerica Technical Support called [redacted] who stated that he spoke with his credit card processor, [redacted]s, and they told him that there are failed credit card transactions from December 2014 to March 2015 that failed because of expired approvals. [redacted]s told [redacted] that if he wanted to be funded for those transactions they will have to be rekeyed. [redacted] told pcAmerica that [redacted]s told him that if he wanted to rekey those credit cards to receive payment from customers there would be a charge from [redacted]s. [redacted] told pcAmerica Technical Support that he is thinking about how he wants to proceed. pcAmerica Technical Support went over the process of how to settle credit cards and add tips in the pcAmerica software. [redacted] stated that he now understand the process in the software. pcAmerica Technical Support told [redacted] we would follow up with him to help him further with any questions on how to use the software. On 5/**/15, [redacted] the same employee of [redacted]’s that pcAmerica Technical Support helped on 5/*/15 called into the pcAmerica Technical Support line for assistance on processing credit cards. pcAmerica Technical Support reviewed the process of how to settle credit cards and add tips in the pcAmerica software. pcAmerica is always avaible to [redacted] and his employees to assist in any “How To” questions regarding the pcAmerica Point of Sale software. Best practices with regard to settling credit cards include running an End of Day report in the pcAmerica Point of Sale software and comparing that total to the money that is deposited in the businesses bank account to see if they match.

pcAmerica has been in business for over 20 years and does it's very best to provide our thousands of customers with the best possible service.  pcAmerica does not have access to automatically update customers software remotely and create issues for customers.  In order for pcAmerica to...

gain access to a customers computer, we use a process that requires two factor authentication.  This means that we have to contact a customer and ask them to log onto a third party product like ShowMyPC and provide us with a unique code so that we can access their computer.  Houston's [redacted] is familiar with this process as they have called the pcAmerica technical support department many times in the past.  Also, ShowMyPc automatically expires after one hour so we don't have long term access to a customers computer.  We use a two factor authentication because it is also required by PCI so that a customer can process credit cards securely. pcAmerica does regret that Houston's [redacted] had issues with applying tips to their invoices on December **, 2015.  However, pcAmerica policy is that all customers have a valid pcAmerica Technical Support contract if they are requesting our assistance in troubleshooting an issue.  This Technical Support contract acts as an insurance policy for the business owner for when there may be an issue with the software.  pcAmerica does offer a free FAQ website and free videos for customers that do not want our help in troubleshooting issues that arise.  It is the business owners decision if they want our assistance.  One of the values of the pcAmerica Technical Support contract is that we research and look into where we suspect the current issue a customer is facing stems from.  It could be our pcAmerica software, third party hardware or third party credit card processors as examples.  In this particular case, Houston's [redacted] was using the credit card processor called Fifth Third Tandem which they signed a contract with for credit card processing.  After Houston's [redacted] paid to renew their pcAmerica Technical Support, the support team was able to troubleshoot these issues and determined that the issue might be with their Credit Card processor and that they should contact them to help settle these outstanding tips.Finally, when paying for support, we outline in writing that the purchase is not refundable.  Houston's [redacted] agreed to the below terms when paying for their one year pcAmerica Technical Support contract via PayPal.  These terms are sent to every customer that purchases software, support or hardware from pcAmerica."This Agreement shall be governed by and construed in accordance with the laws of the State of New York, notwithstanding principles of conflicts of laws, and the parties submit to the exclusive jurisdiction and venue of the Supreme Court of the State of New York for the County of Rockland and/or the United States District Court for the Southern District of New York in the County of Westchester; and the parties agree not to raise and waive any objection to or defense based on the venue of any such court or based upon forum non conveniens.  The sale of software, hardware or service is non-refundable.  This charge will show on your credit card statement as PC America."

The business has responded.  Please see below:1. [Customer Response] Support explaining the tips has to be entered zero and that how the software works explained on paragraph 3 is completed false. I have couple of other restaurant with the same software we don’t enter zero tips any time and that’s working for almost 7 years now. [pcAmerica Response] pcAmerica records all calls that come into the company. On 5/*/2015 at 12:29pm, a pcAmerica technician explained to the customers employee, [redacted], that tip was never added to the transactions so they were all stuck in pre authorization state. [redacted] was told how to manually settle and add a zero tip. On 5/**/2015 at 10:45am, a pcAmerica technician called [redacted] and explained the exact same thing to him. The pcAmerica technician asked [redacted] if he had contacted [redacted]s about rekeying the outstanding transactions and he stated that he did not and that he didn’t want the customers to complain about getting charged months later. The pcAmerica technician asked if [redacted] would like to conference [redacted]s in to get the process started and he declined stating he was going to be leaving for India soon and won’t be back until the end of July and doesn’t want the customers complaining while he is away. All these calls are recorded. With regard to the customers other restaurants with pcAmerica software, it depends on the setup and the credit card processor being used whether or not you have to enter in zero tips. pcAmerica is not aware of how [redacted] has these other restaurants set up with pcAmerica software. 2. [Customer Response] [redacted]s started to re key some of the transactions as a test there were lots of customer complaints stating they are charge multiple times also resulted in posting bad reviews for the business on social media like yelp, google and stuff, really affected my business since our sales dropped 40 to 45% than the normal. Customers started give me treat call and bad words on phone as well and the message is spreading like fire. [pcAmerica Response] pcAmerica has actively been working with customer to resolve issues as documented in initial Revdex.com response and this BB response. 3. [Customer Response] PC America never explained me the process as stated on the response I called their technical team and was on phone for hour and half never got hold of technician. [pcAmerica response] We do regret if there was wait to get a hold of a pcAmerica technician. However, as stated above, we have recorded telephone calls from 5/*/15, 5/**/15 and 5/**/15 at 3:16 pm. On this last call, a pcAmerica technician called and asked if we could assist further but help was declined. 4. [Customer Response] I would request PC America to refund all the lost money and business loss and the cost to rebuild a new brand to a tune of $100,000.00 included $40,000.00 lost because of software issue. [pcAmerica Response] The pcAmerica software license agreement states that you use the software at your own risk. The pcAmerica software is a tool to run your business. pcAmerica offers technical support, training, online help videos and an FAQ website to assist customers in running their business and setting up the software correctly. Many of these helpful resources describe best practices of running End of Day reports and comparing those values to what is being deposited in your business bank account. If that does not happen, it is suggested that you have an active pcAmerica technical support contract so that we can help with any potential issues immediately. 5. [Customer Response]On [redacted] of May I was contact by the senior technical team to correct the software issue and they failed to do that, expected to have a conference call with global today but I am afraid I will not allow anything to do with the software now and take them to law if needed. I would definitely like it to take to press so no other will be cheated by the software. [pcAmerica Response] pcAmerica would like to continue to help [redacted] and his business. As stated earlier, we have a recorded call on 5/**/15 at 3:16 pm where a pcAmerica technician called [redacted] to see what we could do to assist and help was declined. We have continued to work with [redacted] as we have calls recorded on 5/**/15 and 5/**/15 where we assisted in working with his [redacted] processor on some new issues. During these calls, we suggested that [redacted] upgrade his pcAmerica software. However, [redacted] stated that he was leaving the country for some time. pcAmerica will extend technical support so that when [redacted] is available, we can upgrade his software and continue to assist in helping him run his business.