Complaints

This profile includes complaints for Divvia's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Divvia

  5 - 300 Supertest Rd North York, ON M3J 2M2

  
• 

  Divvia

  3 - 1136 Centre St Thornhill, ON L4J 3M8

  
• 

  Divvia

  3-1136 Centre Street Suite 254 Thornhill, ON L4J 3M8

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Promised credit card rate that did not respect, over the phone and on paper.
  Ask a lot of questions before signing and nothing is as promised.
  The fees promised were only the "frais de traitement" but they charge a lot more fees.
  I told them the fees I had before hand and they sais it would be way cheaper.
  
  Charged me setup fees I cannot get back.
  Promised to credit an amount and did not do as promised (termcare).
  
  I at least want the refund of the setup fees 49$ +229.95$ plus the ******** they promise to credit 2X 10$

  Business Response

  Date: 10/10/2023

  Hi *****,
  The interchange rate that you discussed with one of our
  customer relations managers is the pass-through cost from the card companies
  that all processers charge.  All of the
  fees you were charged are consistent with your merchant agreement, including
  the setup fee.  You have very competitive
  rates with us but, as with all processors, the average processing rate that
  you see on your statement will vary from month to month, depending on the card
  types you run.  The terminal care fee refund you
  referenced was applied, which the manager directed to you on your September statement.  I am sorry that you are not
  happy with the outcome, but the charges you have received are valid and reasonable
  given the activity on your account.

  Customer Answer

  Date: 10/10/2023

  
  
  Complaint: 20703237
  
  
  
  I am rejecting this response because:

  *The person that called me told me that the fees would be less than what I have presently.  That the fees would be 0.2% in total not over another fee.

  I ask a lot of questions.

  The document I signed didn't mentionned other fees, either.

  Alice from Diviia ****** me, by not telling me all the information even if I ask lot of questions in different ways.  

  The document I signed was also made to **** people because it is nowhere written that these fees are added to other fees..

  I asked a lot of questions before signing, and nothing was explained properly.  * ******* **** ** **** ** ******.  

  
  Sincerely,
  
  
  
  ***** ***********

  Business Response

  Date: 13/10/2023

  I have reviewed your merchant agreement and all fees are
  listed in the appropriate section.  It is
  a standard ****** agreement that states that our surcharge is above the cost of
  interchange.  It also states that all card
  brand assessments will be passed through to the merchant.   The
  paperwork is transparent and is not intended to mislead.  I see from the notes on your file that our
  customer relations manager offered to customize your billing to further reduce
  your fees, but you declined.  We are more
  than happy to revisit that conversation any time to help your business realize
  a savings on processing.  

• Initial Complaint

  Date:11/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I send my cancellation request on May 17, 2023 (***** ********** ********) to cancel my account and send me the return label to send back the equipment. But they didn't cancel and keep charging from my bank account. I contacted back again on July 13, 2023 and they told me that i didn't sent the request. and finally they closed the account on July. The charged my account for account fees and equipment rental for June and July that i didn't even use and its their mistake that they didn't cancel it from their end.
  They should refund the money ASAP.
  I ******** *** *** ***** ********** ** *** ************.

  Business Response

  Date: 26/09/2023

  Hi *******,

  I see that one of our senior management staff reached out to you about your concerns and that you came to a mutual agreement about an appropriate refund amount.  Please do not hesitate to contact us directly if you have any further concerns.

   

  Customer Answer

  Date: 27/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I accepted their offer but not satisfied at all. They are refunding only one month service fee but not refunding the charge they made for equipment rental. They are keep saying that they sent the boxes for return on May 2023 which i never received. Also i emailed them on first week of June regarding the boxes for return which they never responded as usual. I told the person over the phone that i accepted his offer (since they are not willing to do anything with the equipment charge) but i am not satisfied with that solution and they have to improve their customer service. They just disconnected the calls all the time in the middle and never called back. Specially one of their manager name "****** ******", who always told me that he will call me back with the solution but never did.

  So yes, i accepted the offer but i am not satisfied and i will leave my review according to that. So that other people can take caution before working with them. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 29/09/2023

  I am sorry that you are not satisfied with our solution.  Our ********* tracking information shows that the call tag to collect the equipment was delivered to your location on May 23.  Our records show that no calls with you were disconnected by our reps prematurely as you claim and that every effort was made to reach you for follow-up.  The manager you referenced not only provided you with his direct contact information, but escalated your concern to the assistant director of the department who reached out to you for a resolution, including submitting an additional refund for each of your closed accounts.  Once again, I regret that you are dissatisfied, but respect your viewpoint.  

  Customer Answer

  Date: 03/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  The person is not being honest on his comment. I wish i could have the phone calls history to show them disconnecting in middle of calls. anyways * ******** one series of email where they said they didn't receive my cancellation request before July 12 and at the same time they are telling that they sent the equipment return box on May 23. Its clearly deoesnt make sense. (coz they shouldn't sent the box before cancellation request). ******* **** *** *****. I replied with this details on July 19 but never got any reply. I followed up again on July 21 for reply that i didnt get reply. which clearly shows they they didn't responded to my emails. * ******** *** ****** **** ** ***** * ******* 

  This shows their true face of worst service. I am planning to send a mass email to ******** ******** ** ******** members with my experience with that company. So everyone can be aware before do business with them.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 06/10/2023

  The email you provided does not state that we received the
  closure request on July 21.  That was the
  date we received the completed and signed closure form back from you, which is required
  to close your merchant account.  The call
  tags for the return of your equipment were ordered on May 17, the same day we sent
  you the closure form, when we received your initial email.  We have submitted three separate goodwill refunds
  to your account and we are comfortable with the resolution offered.  

  Customer Answer

  Date: 12/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I Provided enough documents to support my position. Why you guys didnt response to my follow up email on first week of June that  * ******** *** ********** ******. I was following up for cancellation and equipment return (call tag). So my complain and review still stands. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:13/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  POS company calls multiple times a day. Even if you block them they call from other numbers. So far they have roughly called from 4 different numbers and continue to call from other ones. Have turned down offers and have stated not interested repeatedly. Even let them do their sales pitch a few times before declining.

  Business Response

  Date: 13/07/2023

  Hi ****,

  I am sorry that you have had a bad experience as a result of our company's sales-related calls.  I have put the phone number you provided on our company-wide Do-Not-Call list, so that will no longer receive calls.

  Please feel free to contact us directly with any other concerns and we will address them immediately.

  Best regards,

  Stephen

• Initial Complaint

  Date:05/06/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CALLS daily-trying to sell debit machine to our business. told them not interested and continues to ignore our request of being removed from calling list. This is a medical clinic, we are all good for our debit/credit machine.

  Business Response

  Date: 06/06/2023

  Hi En,

  I am sorry that you have had a bad experience.  I have added the number provided to our do-not-call list, so you will no longer be contacted.  If you have any other concerns, please do not hesitate to contact us at 1-************ or by email at *******@******.com.

  Many thanks,

  Stephen

  Customer Answer

  Date: 15/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ** ***

• Initial Complaint

  Date:18/05/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is an absolute NIGHTMARE. For three years I have REPEATEDLY requested no further contact and at least twice a week, some clueless employee calls. They STILL send quotes when we request them not to. I have asked nice, I have cussed them out, I have blocked numbers, Blocked emails and I have made complaints and they just WILL NOT GET THE HINT. Your services are not needed nor appreciated! **** ******* ** ****** *** **** ** ***** ******** *** * ****** ***** **** **** **** **** **** **** ********** How can you fix this Canadian POS??? LEAVE US ALONE.
  
  Do NOT EVER interact with these people, they will latch on like bloody leeches.

  Business Response

  Date: 18/07/2023

  Hi *****,

  I am sorry that you have had a bad experience with members of the sales team.  I have placed the number you provided on our Do Not Call list so that you receive no future calls.

  Please do not hesitate to contact us directly should you have any further concerns.

  Best regards,

  Stephen

• Initial Complaint

  Date:14/03/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company calls me multiple times a week in spite of having told them no, an to take me off of their list. They are, ****, relentless, and have crossed into the area of **********.

  Business Response

  Date: 14/03/2023

  Hi ****,

  I'm sorry that you had a bad experience.  I have placed the phone number you provided on our do-not-call list.  Please let us know if you have any further concerns and we will address them promptly.

   

  Customer Answer

  Date: 17/03/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:06/12/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CND POS calls my company multiple times on a daily basis. I have asked each time to be put on a no call list as this is becoming borderline harassment. The callers are aggressive, rude, intrusive and will not take no for an answer regardless of the reason you give them. Firstly we are not interested in dealing with CND POS, secondly, I will never deal with a company that causes this much trouble.

  Business Response

  Date: 07/12/2022

  HI *****,

  Thanks for providing your feedback.  I am sorry that you had a bad experience with our sales representatives.  I have put the number you provided on our Do Not Call list so you will no longer be contacted by our office. 

  Please do not hesitate to contact us directly if you have any further concerns.

  Best,

  *******

  Customer Answer

  Date: 08/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:19/07/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our company has received multiple calls a week, even multiple calls a DAY from representatives of Canadian POS Corporation. As soon as we politely decline their services, they become extremely pushy or simply hang up and call us again with the same sales pitch. I was quite upset with the latest call and professionally told the representative to please put our number on their NO CALL list to which he unprofessionally replied, "We will be calling every day of the week." That felt like an absolute ******* and quite frankly this is complete ********** at this point in time. I would implore this company to really look at their sales tactics as calling multiple times and saying such awful statements surely will not yield any business.

  Business Response

  Date: 21/07/2022

  Business Response /* (1000, 5, 2022/07/19) */
  Hi *****,
  I am sorry that you had a bad experience with a sales representative. I have spoken to that department and I have added the number you provided to our No-Call list. Please let us know if you have any further concerns and I will address them promptly.
  
  
  Consumer Response /* (2000, 7, 2022/07/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I will accept the reply initially, but if we receive a call again, I will be reopening this case.