Revel Systems, Inc.

Hi [redacted], 
Thank you for reaching out. I am unfortunately unable to pull any info by your name or email address provided. Could you please give me some more details as to how I can assist. 
Are you looking to purchase Revel System or are you an existing client? 
Thank you and I...

look forward to assisting.

Hi [redacted], 
I apologize for your frustration during this case. I reviewed your account and a colleague of mine with our Client Relations Team just got off the phone with [redacted] about an hour ago. This communication happened via ticket [redacted] let [redacted] know the next step is bringing...

in our Operations team to see the best direction to take. The ticket with our Operations team is [redacted]. Our Operations Team will review exchanging the TV or the other option would be taking advantage of the Samsun manufacturers warranty as the TV is still within a year old. [redacted] will be updating [redacted] when she hears back from Operations and I will CC you on the ticket so you can follow communication with [redacted] and [redacted].

Complaint: [redacted]I am rejecting this response because: Below is the latest email that was received by us.  Please note, there are no options given. 
 
Hi [redacted],
This is in regards to the conversation that I had with [redacted] this morning.
 
 
From: [redacted]
Sent: Tuesday, September 20, 2016 10:18 AMTo: [redacted]
Subject: [[redacted]
[redacted] (Revel Systems)
Sep 20, 10:18 AM PDT
Hi [redacted],Thank you so much for your time on the phone. I will be following up with our operations team regarding what the best option for your digital menu boards will be.If you have any questions, please feel free to reach me via this email or at [redacted]
Best regards,
[redacted]
 
[redacted] (Revel Systems)
Sep 19, 3:26 PM PDT
This is an acknowledgement of your phone call into Revel Systems Support.
[redacted] Kind Regards,
[redacted]Revel T2 Support
 
 
Sincerely,[redacted]

Hello and thank you for reaching out. 
We have tried to set the system up through our VIP On Boarding team to continue with the trainings. We also reviewed all documentation regarding the sales process and there was no misinformation provided at that time. Our On Boarding was ready and willing...

to assist but put our call we had with Maye you did not want to proceed with the trainings. Given that there was no wrong doing on the Revel side we are unable to waive the cancellation fees. They were signed at the time of sale and include a cancellation fee.

Hi [redacted], 
We are proceeding with the $59 credit. It will be applied to your July hosting invoice.

Hello, 
 
I have added two screen shots here that show this issue is resolved. We sent a replacement TV overnight at our expense to make sure you received the TV in time for the setup. We even went above and beyond and sent a flash drive completely free of charge so it can be used with the Revel app as intended. 
 
I am glad to hear we were able to get this resolved for you.

Complaint: [redacted]I am rejecting this response because:
Just to clarify The card I gave you to charge the shipping and deposit was correct on the paperwork I submitted, that apparently was Friday at 3:30 pm. The same card, same number was used on Monday once I called and spoke to your support person, the ran the card Monday and went through just fine;
 
So here is my issues
If the card was declined at 3:30 pm, why didn’t someone contact me Immediately knowing that we needed to have that Ipad the next morning
There was nothing wrong with the card, the card has a line of credit of $10,000, the same card was used on Monday same number that I submitted on the paperwork and went through just fine
 
My deduction on all this is that it was Friday probably close to everyone leaving, they just didn’t take the time to follow-up, I checked with my bank there was never a decline on my card, I believe someone keyed in a number wrong and it was declined. The error in my mind is not on my part but on Revel, but it seems that no one can do anything wrong at Revel so it is always the customers fault.
 
I don’t agree with the decision that has been made, but I guess keeping a client happy is beyond recognition by your company, especially after all the issues that are going on with this system.
 
Too bad that is how your company Reacts to this.
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:  this doesn't mean the issue is resolved and highly doubt it will resolve the problem on hold with them now as the same troubleshooting stepsnwe have been doint for past 2 months I'm doing now. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
We have lost our faith in Revel Systems.Sincerely,[redacted]

The issue with the auto batch occurred on December 30th, 31st of 2015 and January 2nd of 2016. The auto batch function did not get completed so there were transactions that were not captured. Based on the regulations from payments processors there is a 30 day window to try and recapture all those...

transactions. The client first called in about this issue on February 17th, nearly a month and half after the issue. We let the client know they could still try and capture the transactions but they may be faced with chargebacks from some of their customers. The did try and recapture and were faced with client chargebacks, which they were asking Revel for a refund on the chargebacks and other transactions that were not captured. Revel has denied this refund because had the client notified us within the 30 day window we would have had no issues capturing the transactions and there would be no chargebacks. Within the Terms and Conditions Revel also recommends that the client check their batch each and every night to make sure the money is being captured.

Complaint: [redacted]I am...

rejecting this response because: We still have not resolved the issue, I have been told I was not being reimbursed the $59 for the overnight shipping I paid for to replace the Ipad that was not working, since it was not overnighted but I received it 4 days later.
Sincerely,[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank you for processing the refund. No I am only waiting to resolve the other couple of issues and hopefully we should be good to go.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response nothing was worked out with Client Relations person. He assured us he would get back to us and the first thing he did was refer to a form we had signed, which we explained was only shown to us as a signature screen to prove installer was there. We covered this in detail with him, so for him to send an email after the fact stating what we already told him was not true gives me little hope as to ability to really try to resolve situation. He did not 1. tell me what my refund rights were 2. explain why they were not sending someone out to complete install and training when we have supplied proof of a broken appointment to do so 3. deal with the numerous answers we have been given by their support department for the same questions causing our books to be messed up 4. explain to me why I was sold a system which would interface with my version of Quickbooks when it clearly does not. 
I remain more steadfast this company needs to make a true resolve or give me my money back.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
The ONLY reason we FOUND OUT that the batch did NOT process was because OUR company accountant caught this!  This was a software GLITCH - there is a setting in the REVEL SOFTWARE set to AUTO BATCH.  No changes were made to this setting, one day it just DID NOT WORK (this happened x 2 in Jan).  We were NOT informed that the batch did not go through, otherwise, we would have obviously immediately worked to recover the funds immediately.  Again, the ONLY reason we knew this problem occurred was because our accountant caught it!  In this particular case, it cost us thousands in batch errors; but before we were using this accountant (new person on our team), and for the few years that we have been using REVEL, we were probably exposed to many more of these Revel Software glitches and we could have potentially lost 10's of thousands of dollars!  Other store owners using REVEL SOFTWARE should be aware that this could happen to them and it could CRUSH their business; furthermore, the fact that Revel Software has no intention of protecting their customers from this liability is extremely disappointing and bad for businesses.  
When we reported this on the first occurrence that our accountant caught, they tried to pacify us by saying that 'management would make it right' = email attached.  So far, that has meant ZERO to us other than receiving a canned response about not being able to do anything after-all... Very shameful and disappointing to be treated with disregard.  
Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/10/27) */
we communicated with the client and resolved the issue.
Initial Consumer Rebuttal /* (2000, 12, 2015/10/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because I personally packed the 2 boxes with EVERY ITEM that was sent to us and checked every item off. We do not have anything else from this company and it seems obvious that these guys are so slimy as to try to keep a portion of our money. And for what purpose? What purpose would we have to keep any of that stuff when we want our money back since we NEVER GOT TO USE IT!!!!!!!!!!!
I am blown away at this point and am desperate to let the world know about what has happened to us. If they had not received all of the items why did they not say so when they received the packages on 4/5?? Why wait until I send ANOTHER demand email on 04/17?? Something unsavory is going on at this company in order for them to take advantage of such small potatoes like us.
I cant believe it. We want ALL of our money back immediately! We have been waiting for months![redacted]

Initial Business Response /* (1000, 8, 2015/07/24) */
We have reviewed your case history and see the agreements that were made between you and your sales rep.
Our returns policy for hardware is that once purchased, they are the property of the customer and are responsible they've been received....

With that said, the sales manager for the sales agent working with the client has approved the return of the hardware for full price minus a 25% restocking fee applied.
Any charges related to software and licensing will be refunded. A Revel Support agent will reach out and work with the client on getting the hardware back and reversing any charges due.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/27) */
Revel charged my amex for $650 on 7/22/15. I have disputed with amex but if charge does not get overturned, would like to add for reimbursment

Initial Business Response /* (1000, 5, 2015/09/27) */
Hi [redacted],
I have reviewed your request and researched your account history with our team. I understand that you had difficulty implementing the POS and I am sorry to hear that the system did not work out for your business. In light of these...

challenges we are going to offer you new terms on a return in hopes of arriving to a mutually agreeable decision. You will be contacted by a member of the team this week to discuss the details.

Hi [redacted], 
 
Thank you for reaching out. We will go ahead and put you in touch with a member of our Client Relations team. They will be able to speak with you regarding your experience and assist with driving the support cases to resolution. 
Best,
[redacted]

Initial Business Response /* (1000, 8, 2015/10/20) */
Hello [redacted],
I have reviewed your request and researched your account history with our team. I apologize for the experience you've had with our company and hope we can reach a resolution quickly.
My understanding based on the ticket numbers...

provided is that you have been working with our highest Tier of support on this issue and that it has been resolved. We will be reaching out to you tomorrow to confirm and to help answer any other questions you might have.