Revel Systems, Inc.

Initial Business Response /* (1000, 9, 2015/09/21) */
Hi [redacted],
I have reviewed your request and researched your account history with our team.
Our records show that we had a cancelation request on 6/4/2015. At this time, I see a few attempts to contact you to clarify the terms of the...

cancelation. The team needed to come to a verbal understanding with you so that you would be clear on the next steps regarding the cancelation.
Our last attempt to contact you at the end of August was not accepted. This offer still stands and, if accepted, we will move forward with the return. We will wait for your approval before beginning the RMA process.
Initial Consumer Rebuttal /* (3000, 11, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did try to contact me by phone. But unlike what they have claimed as a mutual 'verbal understanding' to process my harware return, they were actually calling me to offer a return of illegally charged monthly fee of $115 without my authorization. They claimed they'd like to refund the 2 monthly charges and called me several times about it. But I never receive any form of refund in any amount. They like to play mind games and harass customers who don't play the game their way. Why would they block my phone number if they operate a legit company? My calls to them are automatically terminated. Never ran into a Mickey Mouse company like this one.
Final Business Response /* (4000, 13, 2015/09/24) */
Hi [redacted],
We will be connecting you with an agent to clarify the terms of the cancelation and discuss any monthly fees that you believe were incorrectly charged.

Complaint: [redacted]I am rejecting this response because:Because they are not able to link with quickbooks online. Also the person who responded to this complaint doesn't realize that we went through with Revel systems. We tried to link our quickbooks but we're not able to and the split checks is also a lie. I sat with support trying to figure out how to split a check during business hours and support couldn't help us. Either this person is clueless of what their company can actually do or support doesn't know what they are doing. At this point they are going to say what ever make them feel better about their company to make them look good. But I know what we went through and my original complaint said it all. As for [redacted] she is a pointless person to talk to. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
[redacted] made multiple requests to cancel the agreement the day after the system was installed. [redacted] and[redacted] all heard the requests. They encouraged us to work through the issues. If Revel has the recordings, Revel should also have [redacted] requests documented. Additionally, if the calls are recorded then Revel also has evidence we were mislead in the sales process.
It is not against the law to be rude. If Revel has recordings, then Revel is also aware of[redacted] saying that Revel's legal team is more than prepared to drive our legal cost until we give up and that we will never see a court room regarding this case.
The money that was used to purchase this equipment was from a non profit helping American human trafficking survivors. This is not a typical client. We do not consider this case closed. Again, we request arbitration through the Revdex.com. It is clear we need a 3rd party to review this case.
Sincerely,[redacted]

Hello, 
 
It looks like you are currently speaking with [redacted] in our Client Relations Team. She has been assisting you in your request to cancel the system. Per our Terms and Conditions that were signed by you at the time of sale we do not offer any returns or refunds outside of the 30...

day window. I have attached a copy for your records. [redacted] however is reviewing your case with leadership to see if we will make an exception to those terms. [redacted] will follow up with you when she has a response. 
 
Please let us know if there is anything further we can do to help.

Hi [redacted], 
The reason the refund has not been processed is because we are missing two pieces of hardware that needed to be included in the return. I have reviewed this with our fulfillment team and it looks like we are missing [redacted] [redacted]
 
Once these items are sent back and received we will then be able to process the refund. Please keep in mind the account is effectively closed/cancelled as there will be no more charges from Revel.

Complaint: [redacted]
I am rejecting this response because:        It is untrue.   I assure you our business credit is above and beyond and that had absolutely no reason on why intuit declined us.  Intuit declined solely because we are a vape store and they do not except businesses of our nature.  Freedompay informed me they were not merchant processors but simply a third party and we would still need to find a actual process company.  In the meantime Revel charged us a initial 4,000.00 and was supposed to be getting all this set up on there own, which is why we paid all the additional funds, not to mention we are still being charged the 834.00 a month and do not have any services with Revel.  A reputable company or one that cared about there customers would not be charging us until the setup was installed and completed.  I would like our account credited for all months we were charged that services were not setup and complete and for all future payments to be held until Revel services are set up, installed, and complete.  
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
 
I have not received a refund yet. How is the refund coming (check, money order, or etc.)?Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/07) */
Hi [redacted],

I have reviewed your request and researched your account history with our team. I see that you have been working with one of our Senior techs to resolve the programming portions of your issues. Please see the timeline below:
...


June 8th, 2015: Your full inventory was provided to our tech team to program into the system on your behalf.

June 9th 2015: Programming was completed and instructions were given to Jeanne on how to test to ensure everything was working correctly.

June 10th, 2015: Jeanne emailed in a list of questions, which were responded to; she replied acknowledging receipt of the information.

June 11th, 2015: Jeanne confirmed the programming was working correctly and was told she could reach out if she would like to schedule a follow up call.

Regarding your request for a full refund, we will not be able to offer this to you as you purchased the system in March of 2015.

If you would like to terminate your relationship with Revel we would be willing to go outside of our standard return policy and offer you a refund of your hardware purchase amount minus a 35% restocking fee.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Revel has me over a barrel and I have to accept. The system NEVER worked correctly. I simply can not spend anymore time and money on this system. We have no trust that it will work correctly in the future. They have a flawed product when it comes to retailing shops. We wanted to return the system because we bought it in good faith and it NEVER worked right. So after more then eighty hours we gave up. I will never be able to forget what Revel did to [redacted] Art Supplies. I will post my experience with Revel when ever and where ever I can.
Final Consumer Response /* (3000, 12, 2015/08/17) */
Revel Systems received the merchandise on July 22nd 2015. We were supposed to get a refund by August 31th. They have not been forcoming in when we will get a refund.
Final Business Response /* (4000, 16, 2015/09/03) */
Client refund should have been received recently. If that is not the case, please alert us for further review. Otherwise, I believe this case can be resolved.

Hello,
I apologize for any confusion but we do integrate with QB Online. I have even attached a screen shot from the Revel Management console that shows where the integration is. You would just need to go to Settings> On the Left hand side choose QuickBooks> and from there select "QuickBooks Online Integration" 
 
We also have the functionality of splitting checks. This is a basic function of the system that we can assist with. 
 
If you are unhappy speaking with [redacted] we can have another Client Relations Rep reach out to assist.

[redacted] (Revel Systems)
Apr 6, 10:38 AM PDT
Hi [redacted],Thank you for forwarding this on to me.I did review this clients case and we have already approved a return of the hardware for a refund and we are covering all shipping costs by providing [redacted] a FedEx label.[redacted] just returned...

her hardware and we received it back yesterday. We made it very clear to her that it will take 5-10 business days to process the refund and for the money to hit the account.The account has been cancelled and she will not be charged by Revel any further.Best,
CR [redacted]
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