Revel Systems, Inc.

Hello and thank you for reaching out.
It is policy that we require written notification prior to any billing cycle in order to cancel the contract without being charged the monthly hosting feeIf the request to cancel comes after the billing cycle Revel also incurs hosting charges thus the
reason we charge the card on file at the first of every month.
For example, lets say you request to cancel your cable or cell provider after the billing cycle of the monthThey will not issue a refund as services were hosted that month and the ability to access the URL was provided.
There are no cancellation fees and you were never charged any to get out of the contractThe only charge to you was the monthly hosting fee for March.
I have attached a copy of the terms and conditions for review

Hello,
According to the records *** purchased Revel on 10/3/The hardware was then shipped out weeks later as does all hardware from Revel unless specifically asked at the tie of saleAccording to tracking number*** it was shipped on 10/and received on 10/The first mention of cancellation that we received from *** was on November 19th when our Client Relations spoke to him out of ticket *** - this already puts *** out of the day window.
When trying to help *** he was continuously rude over the phone and was verbally abusive; we have these calls recordedAfter being abusive he decided that he then only wanted to communicate via email when he found out all our calls our recorded - we have his request to only speak over email recorded as well.
There will be no refund given and our leadership team is considering this case solved.
Thank you

Thank you for the tracking numberI will add this to the Operations ticket

Hi ***,
We do not have a tracking number for the return hardwareIf you could provide us the tracking number by responding to the email thread you had with *** we can confirm if we received the packageOnce received we will refund the card on file

Hi ***,
Per our research our client relations team found the following:
Unfortunately, we will not be able to extend a refund for the overnight shipping, as the card that was originally attached to this Document was declined, when the Document was signed with the correct card information, we did send out the hardware overnight from when the Docusign was signed with the correct card information

Complaint: ***I am rejecting this response because: Until this issue is resolved I conclusively can not say whose fault is this all we doing right now is pass the blame game This replacement pin pad was supposed to be encrypted anyway Revel initiates the process and all encryption related keys or sheet was given to revel not verifone when I signed up with you As far as I can understand revel has to provide verifone with correct information so they can inject proper encryption on the pin pad I will pull this case as soon as the issue is resolved I'm not having fun here by calling you guys and verifone for past months to get a simple issue resolved I have never had this much headache before and I run businesses and this is the first time a trivial issue like this has dragged for such a long time.Sincerely,*** ***

Hi ***,
It seems like your addressing your grievances about the wrong company because the issue is on the Verifone sideAfter speaking with Verifone yesterday you sent us an email this morning confirming that Verifone said they encrypted the card swipes incorrectly, thus causing the issue you are faced withRevel DOES NOT send out or encrypt Verifone swipesOur Tier team is bending over backwards to get this resolved for you but please be aware this is not on the Revel side, the issue is with VerifoneOnce you get the new swipe from Verifone please update the Tier case by responding on the thread and we will assist accordingly

Complaint: ***I am rejecting this response because: no resolution has been accomplished only more headache and endless troubleshooting over phone with no resolve.Sincerely,*** ***

Complaint: ***I am rejecting this response because: We did all the training, the *** does not integrateThe Revel system is very tedious and time consumingWe have lost over $in sales by not been able to have it up and running even after all the trainingWe have no need to keep losing time and money with more Revel trainingIt is a turn off when you expect a great result in faith and get disappointedIt is not user friendly and Revel is not client sensitive, they just do not careThis is a very bad experience and we hope no one has to go through this type of experience with a company that just does not careBad cultureThey want to stick you with something that is not working for you instead of at least waiving the cancellation feeSo wrong.Sincerely,*** ***

Unfortunately, the Revdex.com website does not allow me to respond but we are well beyond critical at this pointThis company has received the non-working equipment more than days agoThey HAVE NOT CLOSED the account for *** *** as is evidenced by the attached blank reports that I have been receiving daily from almost the beginning
Is it now time to file a criminal complaint against them for theft?
** *** *** Chef ~ Owner

Hello and thank you for reaching out.
Our Client Relations Team as well as C level executives has already reviewed this case thoroughlyWe have communicated all of our findings to ** *** *** and we let him know that after careful review there will be no refund on any hardware or any
services as those were renderedThere are signed and completed form stacks documenting the install.
We also reviewed all communications between the sales professional and*** and confirmed there was no misrepresentation of the product.
As a gesture of good faith we even offered one of our add on services free of charge for months; a value of $that *** declined.
Revel stands by the terms and conditions of sale as the hardware was well outside the day window to returnThis case was closed on our end back in February of this year and we do not see any reason to reopen thisOur executives have made the final decision here

Hello Revdex.com and ***,
We have already responded to this.
We have allowed the client to return the hardware and he will be receiving a refund

We are currently working with you to resolve these issuesI do apologize it has taken a while to get these issues resolved and we do appreciate your patience while we drive this to resolution

Hi ***,
I do not see that to be the caseI have included two screen shots here that show you opened the ticket yesterday via email*** called you that very same day to continue to discuss this issue with youBased on the notes in the ticket it also looks like you and *** have been corresponding via email today as there was just discussion on the thread mins ago where you let us know you still needed to review this further.
We are happy to help in anyway that we can

It has not been resolved and debit still doesn't work

Complaint: ***I am rejecting this response because:
Here is the tracking info:
Sincerely,*** ***

Initial Business Response /* (1000, 8, 2015/08/20) */
Hi ***,
I have reviewed your request and researched your account history with our teamAs has been stated, there are inherent risks with processing credit cards in Offline Mode, including the possibility of transactions not being
captured/declined for any number of reasons (fraud, insufficient funds, credit card reader errors, etc) Each merchant decides the degree of risk they are willing to accept when processing in offline mode
We have previously offered to reimburse you for the amount of un-captured transactions that we can verify via our reporting and that offer still standsAdditionally, as we do value you as a client we are also offering to give you years of free hosting on the Revel POS
Regarding your $4,request, while we understand that there were transactions lost, our reporting does not match the figure you are requesting and we will not be able to offer you that amount
Initial Consumer Rebuttal /* (3000, 10, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will explain why this is strictly a REVEL issue and why more work by REVEL should be done then just the reimbursement that I'm looking for and the further actions that should be taken by them
Lets start when I first contact REVEL in March of reguarding using their systemI explained that our internet didn't work well and that worried me with switching to their system with this issueI was told by *** their sales representative that running transacations in offline mode there was a risk and that is strictly due to the fraud and insufficient funds were the only factors to be worried onYes did we have credit card reader problems and those cards were not accepted and shown as rejected when the system was offlineDuring that year we processed over transactions in offline mode and not a single transaction was lost and we were fully paid for all of them
December of REVEL came out with a new software patch that was issued and installed into everyone's systemSince that point in time after conducting an audit within our system we noticed that our payment from our credit card processor was not matching the funds we were running through our REVEL systemThis is were we found two problems with the new software that again was pushed in December of First was there were transactions both credit card and cash that were lost within the IPAD system that wouldn't even be processed and the owner of that system wouldn't even have that payment even ran through their credit card company and then that transaction would wiped from the system and all information completely lostSecond issue was the processing of credit card transactions even if the system was online or notAfter working with both REVEL and Mercury systems it was found when a card is swiped its to gather all information needed to do a full transactionIf not then an error is sent to the IPAD and a re-swipe is requiredBut the new software that was again issued in December caused it to gather all the information and then encrypt it incorrectly into the IPAD systemEven though a accepted receipt is printed out by the REVEL system stating that all information gathered is correctThe fault then would occur when the batching process would take placeIt would first reject the transaction one time then after that it would try to processes it againIt would reject the transaction to the credit card processor but then the REVEL system would wipe it clean from the system as if it went through and the company would be getting paid for the transactionAfter again working with the REVEL support team and the Mercury support team it was found that the new REVEL software given in December was the fault of this issueAfter REVEL found this out a patch then was offered to fix the issueSince that patch has been in place we have ran roughly transaction in offline mode and again ZERO errors in processing and all transactions have been fully processed
So after this was discovered I notified the REVEL sales group and they were looking for proof of the lost and denied credit card transactionsI have given full reports of all the ones that were wiped off the system due to the first issueAlong with giving a list with copies of my receipts showing an APPROVED transaction that again were rejected and wiped clean from the system
Not only is this an issue with me with all the credit card transactions that I lostBut with every other REVEL customer that this could of happened to during this time period as wellREVEL did not send out any info to myself or any other customer I believe after finding these issues so there could be many others that this could of happened to but REVEL seem to just fix the issue and move on claiming no fault
I recommend again that the payment for the lost tranactions be paid for that REVEL has agreed toBut again the ones that were rejected and lost as well due to the software upgrade that they gave out in December to every customerI also believe that some kind of notice should be sent to every other customer as well so that they also can check to see that every credit card transaction that they have processed in that time period as well can be investigated so that they also can be reiembursted for as well due to the REVEL software upgrade that they issued out that caused this issue and since then fixed with a patch that now has been tested and fixed and hasn't happened yet
I have been working with this company since July of on this and been given the run aroundI have called numerous people to contact at the company and left over voice messages to have them contact me and have a phone conversation regarding this issue instead of strictly talking over emailI've sent all my credit card transactionsPictures of receipts and documentation from both the Mercury system and REVEL support showing the proof of the fault and the transactions that I haven't been paid for due to their issueI believe again that full reimbursement should be offered and again a notice to other REVEL customers on this since they have neglected to notify them of this issue and they could of been not paid in credit card transactions as well
Final Consumer Response /* (4200, 24, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
So there is two clear issues here that need to be addressed
There are the credit card transactions that were the information was not captured properly when your software encrpyted the information from the credit card reader improperly so when it was sent to the credit care processor that they were rejected due to your software transferring the information wrong
The second group of credit card transactions were captured by your system stored on the IPADI have a receipt for each transaction that shows your software taking the informationCreating a transaction numberGiving it a order number and showing a proof of transactionBut your software then erased it on the IPADHow am I to know if any transaction I take is truly captured and paid forIf the system is online or offline I get the exact same receipt again giving me a transaction number a order number and all the credit card information showing that all data was gathered properlyYour software system shows a transactionYour support and troubleshooting group even admitted that it was a software glitch in the new patch that was given out and a patch was going to be issued to fix the issue due to the fault being found
When in discussions with your company your contract states that yes running orders in offline mode are a risk due to rejected,non-sufficient funds, and stolen credit cardsBut when your software does not even perform the function of even running the credit card through your own server and system and the information is wiped off the system again due to your software glitch then how is that a risk to me that your system didn't even try to run it through your own system and even the credit card systemI've sent pictures of the reciepts to your company to prove the transaction that happened and your support group again did admit that it was a software glitch due to the upgrade you made and to document all of them which I have sent you your groupI've also sent a picture of the reciept itself to your company to prove that again it saw it as a true transaction and printed all the creditals to show it as a full and true transaction on my endYour software then never processed it to your server or the credit card companyI can show proof of the $of transactions erased by your system that were never loggedYour company told me that without any proof of the transactions other than the excel file I sent you that you wouldn't be able to pay me for those transactionsI then gave your copies of the transaction receipt that your system gave to meWith that this shows your system processing the transaction and that it recognized the sale being doneBut again your system then erasing it off the system
So again you are willing to pay for the encryption software issue that your software generated due to the software upgrade that you have proof of which is a total of $But then not the ones that were generated by the same software glitch with me having proof of every single transaction that your system generated a physical receipt with that total being $I've have sent you both list and again proof of the ones you don't have in recorded in your system but pictures of the receipt it generated
This again brings up the question that if I'm the only customer this has happened to and if anyone else that uses your service knows about this issue as wellAny customer that was processing credit cards at that time would think they were getting paid for them with getting an accepted and approved receipt from your system to only have it wiped off the software and never to be found or logged
So again with the proof I've provided I would ask for reimburstment of the $for the missing transactions that your software erased and never tried processingThat I can show proof of transaction forAlong with the $for the transactions that you do have records for on your end of the software not ecrypting properlyBoth are due to the software glitch and upgrade you providedOne you have record of that your willing to pay for and the other I have proof that I have provided just the same to you that I believe you should have to pay for as wellAlso to receive some type of free service for this issue and having to make numerous phone calls, emails and contact attempts to your company and receive nothing in return from you guys except for a email after I've asked for upper management to contact me and was told I would be receiving a call or email from them from your support staff and then receive nothingI've contacted your support help desk to have my support ticket be closed out as APPROVED when nothing at all was ever doneWith your support group unsure why someone was going in there and doing this to either cover it up or have it simply disappearCurrently there are support tickets on this issue since someone in your company has tried to keep closing the issues and mark them as approved
Final Business Response /* (4000, 36, 2015/11/10) */
Hi ***,
Final response below:
We have reviewed the case again and will hold to our original assessment and offer
*** ***
Director, Developer Marketplace

Complaint: ***I am rejecting this response because: I did four to five rounds of training already with RevelWe are running a busy juice bar business and have no more time to waste with all these difficult parts and cordsTheir system is defective, has bugs, needs updating, integration with *** is difficult and I lost money because of all the training and the system still does not workWe cannot lose more money with Revel trying to set up their systemBuyers should be aware that their system is not user friendly, it is very time consuming and they do not care. Sincerely,*** *** ***

Complaint: ***I am rejecting this response because: we have been told repeatedly that we had a ticket with the operations team and that no one can help us but the operations team. In the meantime, we still have a non functioning menu board with a promise that someone from the operations team is going to look at this and get back to us. Sorry for our lack of patience here, but it still feels like the run around. Our issue has not been resolved.
Thank you for trying to help,
*** ***

Hello ***,
As I mentioned in my previous response the ticket with our Operations team is ***The specialist just sent *** an email regarding the Options she hasYou are also CC"d on the ticket with our Client Relations Team so you have insight as to the next steps