Revel Systems, Inc.

Hello,
I apologize to hear of the experience you have had with Revel.
When looking at the message I would just like to clear a few things upWe do integrate with QuickBooks as Intuit is one of our partners, we offer this free of chargeYou are able to split checks on the POS and
you can do itemized reports by using the Product Mix Report functionalityWe are happy to have a Senior Support agent reach out and discuss all of this with you.
I also see you are in communication with *** who is with our Client Relations TeamIt seems that you two have spoken today about the cancellation process as well as any fees associated with cancellation.
*** will reach out to the CSM who did the install to confirm what happened

Complaint: ***I am rejecting this response because:
Revel's executives are incorrect in their review of the documentsTheir sales force misrepresented the services our client would receive on several occasionsRevel's proposal for our client, a non profit, to pay more was unacceptableThe day cancellation policy could not be honored given we had not received the equipment or services within the day windowIf a refund is not approved by Revel's executives, we will first seek to work with the Revdex.com to reach a resolution through arbitrationIf Revel does not wish to go through arbitration, we are prepared to discuss the complaint in court
Sincerely,*** ***

Hello and thank you for your message.
*** *** is not an employee of Revel and never wasHe works for Intuit who used to be our partner with selling Revel POSIn order to determine the best course of action we would need documentation regarding expectations set by ***If
there is nothing in writing we are not able to get into a he said/she said ordeal as no one comes out on topWe are happy to provide you with any training or assistance needed in setting up the system.
*** is a fantastic resource who will continue to try and assist

Hello Sir,
It looks like you were in contact with our Tier Team just yesterdayWe received an email from you confirming you would check in with Verifone today 4/My colleague then replied saying he would check in with you Friday to see how the call with Verifone went and to see how we could continue to assistI have included screen shots of this interaction.
Should you wish to speak with Support now please respond to the ticket and our team would be happy to assist

Hi ***,
It looks like you are currently working with a member of our Client Relations Team, ***She is still conducting her research as to the root cause of the issueWe are sending you a printer for free up front on netterms to see if this will resolve the issueWhen you
receive the printer please respond back to *** and let us know how everything is goingWe will continue to investigate and make sure this gets resolved

Initial Business Response /* (1000, 8, 2015/09/03) */
Hi ***,
I have reviewed your request and researched your account history with our teamMy apologies for the confusion with the agreed upon $refundI will work internally to ensure that the agreed upon $is correctly refunded
to your card
While I do understand your frustration the details of our hardware sales are addressed in the terms and conditions of your signed contractSpecifically, sections 3A and outline our policyFor your reference I've included the relevant portions below:
Cancellation: An Order may be cancelled in writing by the Customer within days of payment or signed contract, but no refund will be given on hardware, which Customer is free to return to the original manufacturerPlease note that Revel will not accept returned hardware
The configuration of the hardware is done at our fulfillment center and it is to allow the the Digital Menu Board to function on the TVThis price is included in the bundle you purchased and is not refundable
Initial Consumer Rebuttal /* (3000, 10, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
As of today we still have not seen this $refund posted to our accountFurthermore, the separate $charges were not refunded or addressed in your response, we would like those payments refunded as well
As for your cancellation policy, why is it that not one time did a single member of you staff relay to us that these tvs could be returned to the manufacture? We asked every person we spoke with about how to return these tv's and never did anyone mention this as an optionAlso I would like to point out that on the invoice I have from Revel it lists the charges for a unit price of $for "Samsung Smart Tv and SOFTWARE LICENSE"Specifically it states software license, not hardware configurationShouldn't we be compensated for a software license we have not used?? All of this aside, what shall be done about the tv that was sent to us with a shattered screen? Should we really have to contact samsung about this since it sounds like your fulfillment center was the last place these tvs were before they arrived at our store??
I think you should also be aware that when I called in separate times to discuss the broken tv, no ticket was issuedEven when I requested that on be submitted for the broken tv, I never received an email with a ticket numberI asked the gentlemen what procedure was for broken equipment and he replied that you folks normally replaced damaged equipmentWhy was this neglected? We would really appreciate the replacement of the broken television, the $refund as promised, and a refund of $for the monthly chargesI don't think this is asking too much considering these tvs cost us double the market value

I apologize for your frustration but if you take a look at the terms and conditions it states best practices for capturing all moneyEven when auto batch is enabled we recommend to always check your batch at the end of the night to make sure all transactions have been capturedAs we mentioned before had this issue been brought to our attention right away there would be no issues with getting those transactions captured.
I have attached a copy of the terms and conditions for you to reviewIf you refer to section you will see Revel is not responsible for any loss of business or profits

Initial Business Response /* (1000, 5, 2015/09/03) */
Hi ***,
I have reviewed your request and researched your account history with our team
The API integration is a service that is purchased by the end userYour original agreement has the purchase labeled an "API License"I can see
how that language could cause some confusion in determining what is/isn't covered by our license return clauseWe are working internally to ensure that our verbiage is much clearer to avoid situations like this in the future
In the interest of an amicable parting of ways we are willing to go outside of the terms of your contract and offer you the $1,back for the API services you purchasedThe monthly hosting fees are non-refundable per the conditions stipulated in your agreement
You will be hearing from an agent in the coming days to finalize the details of the refund
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your responseWe accept the terms and look forward to hearing from you regarding the refund of $1,for the API charge
Please send us a statement reflecting the refund at ***@americantearoom.com and copy me ***@ivytides.comFor questions, you may call me directly ***
Regards,
***
Final Business Response /* (4000, 13, 2015/09/27) */
Hi ***,
Our apologies, we will be contacting you this week to finalize the detailsFor any questions, please feel free to contact us via our Support line and reference case XXXXXX
Final Consumer Response /* (4200, 15, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We would like this finalized by end of business day todayThis issue has been unnecessarily dragging with Revdex.com for a month now and in total - monthsWe shouldn't have to wait another week to hear back from you as a delaying tacticIt's bad enough that we are not receiving a refund for the full amount of $1,but having to chase you over and over for something that can be simply resolved
You have our contact information and we simply need the $1,refund processed, so please remedy this or we will file a case with the Los Angeles Small Claims Court tomorrow for the full amount of $1,and escalate this further

Hello,
I do agree, the system is very robust which is what makes Revel so greatEvery client we have goes through at least 3-training sessions as it is broken down into partsFirst, we do the welcome call in which you are introduced to your On Boarding Concierge who gets a feel for your business and how you will want to be trainedWe then do a front end training session in which we go over the POS functionality, then we do Management console training which consists of using the back office software and finally we do a hardware setup callAll of these sessions is to set you up for success with the system.
I looked through the account and transactions and show that you never used the service so I am not sure how the conclusion has been come to that our software has bugs without running a transaction through the system once.
Revel has provided the resources you need to train you and your staff and there was no mis information provided regarding the complexity of how Revel will work.
I hope this helps answer your inquiry

Complaint: ***I am rejecting this response because:
I talked with with a guy named James, I think last Thursday or Friday (I was asking to talk to someone that handled this), he said that everyone in billing was busy but, that they should be able to give me a call in about minutesIt was Monday afternoon before anyone returned my call......Sincerely,*** ***

Hi ***,
I took a look at your contract and it looks like you account was completely financed by the bank, Time PaymentWhat this means is that Revel does not bill you directly for the monthly hosting servicesTime Payment was the company that was invoicing you for monthly servicesIf you would
like a refund of these monthlies you would need to contact Time Payment directlyTheir number is***
Hope this is helpful

As we discussed over the phone this issue has been resolvedWhen you have a moment if you could please remove the post it would be greatly appreciatedThank you and look forward to working with you

Hi ***, Thank you for reaching out. I see you have been working with my colleague *** in our Client Relations groupI also see the main reason why you haven't been able to be setup is because your business is getting denied by credit card processorsIntuit denied the business
initially either due to poor credit or because of the business model*** then set up a call with FirstData who is a company we partner with - they gave you a call to discuss their processing options as we have many customers who are vape shops and process with FirstDataWhen we got our report back from FirstData regarding the call they had with you, they said "Merchant services were no longer needed" FirstData was willing to work with you but it looks like you did not want to proceedWe also have many other options that our vape shop clients use such as FreedomPay, Heartland, USAePAY just to name a fewRevel is more then willing to go above and beyond to make this work. Regarding the billing start date, a contract was signed that clearly stated a billing start date of 5/on the first page. Should you not wish to work with us then the terms and conditions of the contract apply and we will assess the necessary cancellation feesI have attached a copy of your terms here for review

Revdex.com:I have reviewed the response made by the business in reference to complaint ID 11316165, and find that this resolution is satisfactory to meSincerely, *** ***

Hi [redacted], 
 
I am sorry for the frustration regarding this case and we will have someone reach out to assist. 
I have escalated this case to our Tier 3 team who are currently reviewing and testing the issue on their end. My colleague [redacted] who is with Tier 3 will be reaching out to...

you. I have let him know this is an urgent matter and requires our attention ASAP. I will also CC myself on the case so I can make sure this gets resolved in a timely manner.

So … I wonder what the excuse is now. It is passed the 5 – 10 days that you said is REQUIRED and still no refunds. You are aware that ALL of this has and is being recorded by us and the Revdex.com AND our bank, right?
All the while, I have done everything I can to de-escalate this issue but Revel keeps showing me, every time, that you guys are thieves and scam artists.
I want the 2 refunds processed today and I expect an email confirmation of such. Additionally, please close the account (like you said was already done) as it is obvious that you haven’t since I am still getting blank daily reports. See attached.
Let me out of this nightmare and stop holding us hostage!
[redacted], Chef ~ Owner

Hello, 
I do see the Client Relations specialist has been able to assist you. We were able to send [redacted] on site on July 20th free of charge. Our client relations specialist has followed up with you the last few days out of ticket [redacted] to check in and see how everything went - we have not heard back from you on that thread. 
Please let us know how everything went by responding to the client relations team so we can take the next steps in assisting you.

Hi [redacted], 
Thank you for reaching out and we are sorry to hear about this issue. It looks like you are actively communicating with one of our client relations professionals out of ticket [redacted]. That is the correct team to speak with regarding your refund request and they will address your...

concerns. The Client Relations professional and you have a call scheduled today at 12:30pm CST. We look forward to speaking with you then and getting this resolved.

Initial Business Response /* (4000, 11, 2015/11/23) */
Hi [redacted],
I have reviewed your request and researched your account history with our team. I apologize for the experience you had with our company and hope I can answer your questions about our monthly charges.
Revel Systems solution...

is a mix of physical products and services. When you sign up with Revel we deliver the hardware necessary to deploy your Point of Sale at your location(s) and give you access to our software hosted in the cloud to manage your environment. We follow what is called a SaaS (Software as a Service) model and charge our customers a monthly subscription to run our service.
It enables us to ensure that you don't have to worry about running and maintaining a backend server, gives you access to our management console from anywhere at anytime and enables us to push regular software upgrades to ensure that you run on the latest and greatest version of our product.
Revel incurs server and service costs as soon as we deploy a backend environment for your business and your hardware is purchased. It is the reason why we start the subscription as soon as your account is provisioned and you get access to the management console. This early access is necessary to ensure that your system is configured and ready to go before your business opens. Consequently, this is why you received monthly charges while working to configure the system to go live.
I hope this helps clarify why we started to bill you on 7/1/2015 and cannot issue a refund.
Initial Consumer Rebuttal /* (4200, 13, 2015/11/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In my original letter it is all stated clearly. Regardless of any access they gave me to their system, they in addition offered their team to help Develope the back end. Something they did complexly. Not me. They are not going to charge me a monthly fee for Quickbooks services which were never linked to the page or ever seen or used. They are not going to charge me for waiting on them for 6 months while they don't do the backend work they were suppose to be doing. I want my money back and I want this company reprimanded to the fullest extent!,!,!,! They are hiding behind empty platitudes and verbal fencing. They should be on a social blacklist for the Internet fraud they commit on a daily basis. The public should be made clearly aware of it. I want my money refunded to my account immediately. I will take this as far as it needs to be taken. They screwed me for 6 months, I will invest 10 times that. To correct it and to make their lives miserable until I am satisfied. Thank you.

Complaint: [redacted]I am rejecting this response because:
I called in last week to discuss this & it took them 4 days to call me back.Sincerely,[redacted]