Complaints

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:05/05/2025

  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.

  This is a company that provides POS equipment for restaurants. I do have a contract with them. I closed my restaurant and spoke with their account manager to close my account because it is no longer needed. He explained that I have a remaining balance for the equipment in the total of $1291.20. I knew this was the case and explained that since my business is closing I would not have the money in that account, and to please send me the bill and take my card off file. He understood and I received the invoice via email. 5 days later, I checked the account and saw they made a withdrawal for the full amount despite me specifically not giving them permission, and despite them assuring me my card would be taken off file. This is detrimental to my life, and to my childs life. That money is all I have right now to pay my bills. And when I called to get help with the situation, I was told that it is non refundable and really wasnt their problem. I am disgusted. I do not know what else to do as I dont have the recording of my conversation with the account manager who closed my account, and who I told does not have permission to charge my card. I need it refunded. And I need them to remove my card with confirmation that they have removed my card from Their system, which I also asked for and they refused to give it. My account was officially closed as of 04/28/2025. ******* ******** Is the customer service representative I spoke to about resolving the issue and he was incredibly rude. When I asked what the name of the person is who closed my account is, his reply was its in your email. If I can see it, then you can. I spoke to him on 05/03/2025. My restaurant is *********************** in **************.

  

  Business Response

  Date: 05/05/2025

  Erikas complaint centers on the issue of a charge of $1291.20 issued by SpotOn for her remaining hardware balance. We wholeheartedly apologize and understand the frustrations of the client. However, ***** is contractually obligated to make this payment. 

  ***** discussed with a SpotOn representative who explained the reason for the remaining payments and to which ***** acknowledged and understood why. 
  ***** insisted she was told SpotOn could send her the invoice and keep the debt open until she had the money to cover it. Unfortunately, she doesnt recall who made that statement and/or if she misunderstood. SpotOn could not find any documentation with that offer, and ultimately ***** understood it was her responsibility to cover the remaining balance for her hardware, even if she wasnt ready to do so at the time.

  Please review the terms and conditions of the Merchant Application and Proposal Summary that ***** **** signed in June of 2024 outlining the details surrounding the hardware promotion and installment payments.  SpotOn only charged the remaining balance for installments not paid. 

  We genuinely appreciate the opportunity to have been of service. This matter was handled based on the terms of the Merchant ******************** **** signed on June 20, 2024.  The debit was for the final cost of the hardware and no further subscription fees or other fees will be charged.  The account has been permanently closed. 

  Please direct any future correspondence to ********************************************* for a full redacted copy of the merchant agreement. SpotOn appreciates the added burden placed on the client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology.  
  
  

  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23285468
  
  I am rejecting this response because:
  
  The representative I spoke with, ******, has a copy of our conversation. I am not claiming I do not owe the money, what I am claiming is that I specifically requested not to be charged and instead to be billed and I was charged anyway. Please attach a copy of this conversation for the BBB to review. While Im aware of how much the amount due was, I was not informed that it would be withdrawn from my account on the 1st and I certainly did not give permission for you to do so. I just  closed my business, I am a single mom to a 4 year old and that is all the money I have to help survive right now. While your customer service agents clearly do not care, this situation has detrimentally affected my life and I am truly sickened by your customer service team and lack of understanding for the situation, especially after I told the representative that I could not afford this payment right now and he miscommunicated about my account being closed and me not being charged further. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/11/2025

  We can understand the frustration you feel in desiring a payment plan. Unfortunately, SpotOn does not support payment plans when a client terminates services.  We can understand that your position is that you felt this would be an option. ****** spoke to you to explain the process, and  ****** does not process final payments.  Our billing team handles the final outstanding balance.

  
  Please see below:

  Erikas complaint centers on the issue of a charge of $1291.20 issued by SpotOn for her remaining hardware balance. We wholeheartedly apologize and understand the frustrations of the client. However, ***** is contractually obligated to make this payment. 

  ***** discussed with a SpotOn representative who explained the reason for the remaining payments and to which ***** acknowledged and understood why. 

  ***** insisted she was told SpotOn could send her the invoice and keep the debt open until she had the money to cover it. Unfortunately, she doesnt recall who made that statement and/or if she misunderstood. SpotOn could not find any documentation with that offer, and ultimately ***** understood it was her responsibility to cover the remaining balance for her hardware, even if she wasnt ready to do so at the time.

  We genuinely appreciate the opportunity to have been of service. This matter was handled based on the terms of the Merchant Application ***** **** signed on June 20, 2024. The debit was for the final cost of the hardware and no further subscription fees or other fees will be charged. The account has been permanently closed.  
  Please direct any future correspondence to ********************************************* for a full redacted copy of the merchant agreement. SpotOn appreciates the added burden placed on the client and apologizes for any undue stress. SpotOn appreciates all client feedback and insight to help us improve our support model and technology.
  
  

  
  
  

  
  

  Customer Answer

  Date: 05/12/2025

  Hello, in reference to my open case ID in the subject line, I have more to add. Not only did the employee who closed my case, ******, not disclose that I would be charged $1291.20 despite me telling him there is not enough money on my card and I need it shut shut off immediately after my final deposits, I was also charged an additional $218.68 on 5/8/25 AFTER submitting this initial complaint and calling SpotOn to once again tell them to remove my card and that they do not have permission to continue charging me. They record all calls. The call with me begging ****** to remove my card from the account because they provoked my ability to login and do so myself was placed on 5/3/25. It is also listed in my account notes, confirmed by the representative I spoke to today, 5/11/25, that ****** made notes of my request but did not send it to the financial team. I am sick. I am literally physically ill from this business taking money from me that I do not have, explicitly without my permission. 

  
  

  Thanks,

  ***** ****

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23285468
  
  I am rejecting this response because:
  

  I was not informed this money would be taken out. I do recall the conversation and who it was with, that being ******. While he does not process the "final payment", he also did not inform me that it would be automatically taken out of the account that I specifically told him it could not come out of. You do have all calls on record. Also, you just stated that the $1291.20 was the final charge and that my account is permanently closed, yet I was charged $218.68 on 5/08/25 AFTER the charge of $1291.20 and AFTER I had called in and spoke to ****** and told him once again you do not have permission to charge my card and demanding it be taken off file, as I am locked out of my account and cannot remove it myself. This is noted on my account as well as recorded. SpotOn has charged me $1509.88 without my permission to do so. I understand the contract, and the money that was owed for the hardware. But the contract does not state that you are allowed to withdrawal money from my bank account without my permission. That is fraud. Never was I informed that you do not accept payment plans or other forms of payment for the hardware, nor was I informed it would be auto withdrawn. Again, I do understand and you have me on record stating I understand the fee. But you also have me on record stating that you do not have permission to take money from my account. Despite the contract, again, this is considered fraud. I would appreciate copies of the notes on my account as well as copies of the recordings both with ****** explaining the hardware fees and my conversation with ****** where I begged him to remove my card from your system. I also had the same conversation with ******* ******** on May 3rd, in which he was incredibly rude and dismissive. Furthermore, I had another conversation on May 11 with ******* ***** where he confirmed ******** notes from 5/3 stating you did not have permission to charge my card, and confirmed you did anyway. 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/23/2025

  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.

  Subject: Complaint Against SpotOn for Unauthorized Charges and Compliance Failure I am filing this complaint regarding my experience with SpotOn, a merchant service provider my hair salon (******* ****) has been using for over seven years. In March 2025, I contacted my SpotOn account manager regarding fees I had been charged over the past year. He acknowledged that I should not have incurred those charges and explained that most merchant accounts had been moved to a new processor—but mine had not. He offered to upgrade my terminal and services at no cost and assured me everything, including a 3% surcharge on client transactions, would be fully compliant. On April 2nd, 2025 after the new system was installed, I was unexpectedly charged $1,000 and received a notice stating my business was in violation of **** regulations due to the surcharge. At no point was I informed by SpotOn that applying a surcharge could violate such regulations. The surcharge feature was set up and activated entirely by their team. When I contacted SpotOn for answers, I received inconsistent and evasive responses. Several representatives denied the charge was from them, referred me to other departments, and ultimately provided no resolution. I later confirmed through my bank that the charge came from a SpotOn account, yet they continued to deny involvement and refused to issue a refund. As a paying customer who has always maintained PCI compliance and met all service obligations, I trusted SpotOn to provide proper guidance and ensure regulatory compliance. Instead, I was left blindsided by a costly violation and a company unwilling to take responsibility for their own actions. This situation has caused significant financial and operational distress. I am requesting BBB assistance in securing a full refund of the $1,000 charge and holding SpotOn accountable for their failure to communicate critical compliance requirements before activating the surcharge feature.

  

  Business Response

  Date: 04/28/2025

  Minh T***** complaint centers on the issue of a $1000 fine issued by ****** ********. We wholeheartedly apologize and understand the frustrations of the merchant.

  Although the fine did not originate from SpotOn, ****** ******** redirected the merchant back to SpotOn when contacted.

  SpotOn clarified the nature of the fine and explained the requirements for a compliant surcharge. The merchant acknowledged the explanation.

  At this point, the merchant has already cancelled and there is no further resolution available.
  

  
  

  Customer Answer

  Date: 04/30/2025

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

  My merchant account was set up directly by a SpotOn account manager, **** ****, along with their customer support team. At no point was I made aware that the surcharge being applied was non-compliant. If there was an issue or a fine involved, the responsibility should fall on SpotOn—not its customers—since the setup and compliance oversight were fully managed by their team.
  
  I also received a follow-up call from SpotOn on Thursday, April 24. During that conversation, the representative stated that SpotOn passed on a fine from ****** ******** to its customers, which is why they continued to claim it was the customer’s charge. That is completely unacceptable.
  
  As a SpotOn customer, I feel misled and taken advantage of. If this is how SpotOn conducts business—by deflecting liability onto its clients—I obviously canceled my account and would not recommend SpotOn to anyone.
  
  Sincerely,
  
  Minh T***

  

  Business Response

  Date: 05/02/2025

  Minh T***** complaint centers on the issue of a $1000 fine issued by ****** ********. We wholeheartedly apologize and understand the frustrations of the merchant.
  

  While this is ultimately your responsibility as a merchant, we have paid the fine on your behalf to resolve this matter.

  Although the fine did not originate from SpotOn, ****** ******** redirected the merchant back to SpotOn when contacted.

  SpotOn clarified the nature of the fine and explained the requirements for a compliant surcharge.

  The merchant acknowledged the explanation.

  At this point, the merchant has already cancelled and there is no further resolution available.

• Initial Complaint

  Date:04/03/2025

  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 had to file with the BBB in order to get SpotOn to do the right thing after treating me so horribly and now I unfortunately have to do this all over again. My account has been closed and I thought I was done dealing with them but they are still trying to charge me for my monthly apps that havent been used since February. I called them to try and straighten this out but they refused to cancel the charge. I am asking for help in getting them to do the right thing once again and give me back my $113.50 and to stop bothering me so we dont have to keep doing this

  

  Business Response

  Date: 04/04/2025

  *** ******** complaint centers on the issue with the SpotOn POS parities with ********************************** can be challenging in the first ***** days.  We appreciate the frustration caused.  The loyalty and rewards program at SpotOn works differently than Clover causing some pain for *** ******* who prefers text marketing and not email causing disruption to his business marketing flow and process.  

  Support challenges were another reason for frustration claiming that daily calls were required to keep the system running.  Although this is unusual behavior for SpotOn clients, we keep track of all calls and cases assigned to each account and the reason for the inquiry. We understand the added burden this may have placed on our client.  
  *** ******* contacted SpotOn to cancel services and was informed of the hardware clause contained in multiple sections of the Merchant Agreement including the signed acknowledgement of the proposal summary.

  Although we are saddened that SpotOn was not the right fit for *** ******** business, we respect his right to do what he feels is in the best interest of Rude Boy Deli.  We genuinely appreciate the opportunity to have been of service. We can confirm as of today, the charge *** ******* is inquiring about will be refunded. 

  SpotOn understands the added burden placed on the client and apologizes for any undue stress.   SpotOn appreciates all client feedback and insight to help us improve our support model and technology.  

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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 bought a POS system from SpotOn and the system they gave me has cost me a lot of business and it doesnt have some of the features the salesman told me it would have. When customers sign up for the rewards program it is mandatory to give your phone number(first thing they prompt you to do) and then giving your email is optional(a lot of people skip this) but I am not able to do text marking like I was promised which makes me wonder what they are doing with my customers phone numbers when I was told I could send out generated texts when I had sales going on and such. Furthermore I am constantly calling their tech support because the system they sold me malfunctions almost daily(we are open 5 days a week and I am having to call about multiple issues 3-4 days most of the time). They take me offline during business hours so I cant take customers orders and the printers are constantly not printing online orders such as DoorDash. I have called repeatedly asking for information about orders that were refunded that I didnt refund and I am not able to see details on the refunds on my POS(I have emails from them saying the issue was resolved but I never received any information on the refunds in question). I gave them a couple of months to try and straighten the kinks out before giving up on the idea that things would get better. When I called and told them that I was ready to move on with another company they said they would charge me the difference of the retail price of the equipment and the discounts they gave me. I dont feel this is fair since I held my end of our agreement and they didnt(on top of lying about the text message marketing that I will be paying a monthly fee for starting in March). I feel they should refund me for the equipment and take it back. At the very least not have the nerve to try and charge me the price difference(I have the price they would charge in an email) and let me walk away with no charge since all of this is their fault.

  

  Business Response

  Date: 02/25/2025

  Please see the attached document for full response. 

  *** ******** complaint centers on the issue with the SpotOn POS parities with ********************************** can be challenging in the first ***** days.  We appreciate the frustration caused.  The loyalty and rewards program at SpotOn works differently than Clover causing some pain for *** ******* who prefers text marketing and not email causing disruption to his business marketing flow and process.  
  Support challenges were another reason for frustration claiming that daily calls were required to keep the sytem running.  Although this is unusual behavior for SpotOn clients, we keep track of all calls and cases assigned to each account and the reason for the inquiry, we appreciate the added burden this may have placed on our client.  
  *** ******* contacted SpotOn to cancel services and was informed of the hardware clause contained in multiple sections of the Merchant Agreement including the signed acknowledgement of the proposal summary, see the image below.   

  As a courtesy and in the spirit of partnership, SpotOn was willing to make an exception in this case.  A refund of $655.20 will be refunded upon receipt of the hardware to the SpotOn ******************* in good working order.  
  Hardware cost: $661.00
  Shipping Cost: $158
  Total:  $819 less a 20% restocking fee of $163.80

  Although we are saddened that SpotOn was not the right fit for *** ******** business, we respect his right to do what he feels is in the best interest of Rude Boy Deli.  We genuinely appreciate the opportunity to have been of service. This matter cannot be resolved until SpotOn hardware is returned per the terms of the agreement and in concessions allowed.  The account has been permanently closed.  Please direct any future correspondence to ********************************************* for a full redacted copy of the merchant agreement. 

  
  SpotOn appreciates the added burden placed on the client and apologizes for any undue stress.  

  SpotOn appreciates all client feedback and insight to help us improve our support model and technology.  
  
  

  
  

• Initial Complaint

  Date:12/07/2024

  Type:Product 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 purchased a *** for a food truck and paid $1,500 to have it professionally installed, which I was told was not optional. Upon installation, I was told the product did not have key functionality we were promised. They promptly installed another product, assuring me that it would work for our use case. We used the *** for 5 different food truck events we had OS errors and unresponsive hardware for 4 of them. The customer service experience was extremely frustrating and involved being passed around to numerous individuals who repeatedly asked for the same information and were unfamiliar with the errors I was facing. The issues usually took multiple hours to resolve and in 2 cases they lasted longer than the events did. During this time we were unable to use our *** at all, meaning that we could not accept credit card payment and had to resort to pen and paper to take orders. SpotOn acknowledged that the issues were being caused by software issues which they could not resolve and did not have a timeline for a solution. I told them I would need to find another *** as theirs was inoperable and they cancelled my account but refused to refund the money spent on installation.

  

  Business Response

  Date: 12/23/2024

  PLEASE SEE ATTACHED DOCUMENT FOR FULL DETAILS & IMAGES:

  Mr. ************ complaint centers on the issue with the cancellation of his account and monies he feels are owed to him due to key functionality required by Mr. *********** that the software POS system did not contain.  SpotOn did cancel the account and spoke to Mr. *********** about the service agreement.  SpotOn was willing to close his account without penalty however, the equipment is required to be mailed back to SpotOn.  
  Mr. *********** described his complaints related to the use of the system for 5 Food Truck events where he states there were POS system errors and poor customer service experience. Likely some of these issues may have been related to cellular or ISP causing downtime.  We fully appreciate the frustration caused and apologize for the added stress.  Due to these items, SpotOn allowed the account to be canceled and waived the requirement to charge the retail amount of the equipment should a client terminate services before one year, please see the excerpt below.  (IMAGES IN ATTACHMENT)

  
  In addition, the image below the Merchant Agreement shows the retail cost of hardware, $1948.00.  This was waived for a promotional program with the intent the client would remain for the full year.  SpotOn agreed to waive the outstanding balance for hardware and will refund $750 toward installation once the hardware is returned.  ******** ******* had previously communicated with Mr. *********** and recently ***** ***** spoke directly to Jarron. ******** did offer a $500.00 refund once the hardware was returned.  It never was and records indicate ****** stopped responding.  Again, we are willing to refund $750, half the installation fee, with returned hardware  
  When ***** spoke to Mr. *********** he refused to return the equipment unless a 100% refund was issued in advance.  This is not protocol when all equipment is on the premises. 
  
  
  Although we are saddened that SpotOn was not the right fit for Mr. ************ business, we respect his right to do what he feels is in the best interest of Twisted Sugar.   We genuinely appreciate the opportunity to have been of service. This matter cannot be resolved until SpotOn hardware is returned per the terms of the agreement and in concessions allowed.  The account has been permanently closed.  Please direct any future correspondence to ********************************************* for a full redacted copy of the merchant agreement. SpotOn appreciates the added burden placed on the client and apologizes for any undue stress.   SpotOn appreciates all client feedback and insight to help us improve our support model and technology.   e...

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22653290
  
  I am rejecting this response.

  This response from SpotOn contains many inaccuracies. Their own troubleshooting of the device issues revealed it was not due to network issues but errors with their product. Other devices were run on the same network without issue, and the product is supposed to have an offline mode which would make this an irrelevant point. What a silly attempt to blame their issues on someone else.
  In both my communications with ******** and *****, SpotOn was the unresponsive party. ******** did not respond to my last email asking questions about her proposed solution, and ***** promised to call me back. I havent heard back from either. Unfortunately this is very representative of SpotOn customer communication.
  Ultimately, I do not understand why this is an offer for half of the cost incurred. I did not receive the installation of a functioning POS. Neither ******** or ***** were able to provide an answer outside of policy and protocol. Im not concerned with SpotOns policy. I paid for the installation of a working Express POS, and instead received a non-functioning Restaurant POS, and thus require my funds returned.
  
  Sincerely,
  
  ****** ***********

  
  

  

  Business Response

  Date: 12/24/2024

  SpotOn stands by the initial response to Mr. ****************** SpotOn does require that the hardware and equipment in Twisted Sugar's possession be returned in order to issue any refund back to the client. We are not disputing the issues experienced by the client and allowed an exception to terminate the account without penalty however SpotOn's property needs to be returned via our RMA process to process the $750 refund.  This can be managed by contacting ******************************************** and referencing the Better Business Bureau complaint # 22653290.

   

  Customer Answer

  Date: 12/24/2024

   
  Complaint: 22653290
  
  I am rejecting this response because it does not represent a full refund of what I paid. I will happily return the equipment in return for the full $1,500 amount. Ive yet to hear any reason that I should receive less than that.
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:11/29/2024

  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.

  This is a Payment processing company that my business did use up until today. I had several transactions that they say didn't "Batch" out properly, and so they sent the money back to the customer without my knowledge. This shouldn't of ever happened. I have never been with a company where you personally have to make sure the money "BATCHES" out. After a complaint was filed, they only offered to give me a portion of my money owed and not the entire amount.

  

  Business Response

  Date: 12/03/2024

  Please see attached document with pertinent images:
  
  Mr. J******** complaint centers on the issue with SpotOn's deposit error related to processing his customer’s transactions using SpotOn’s Mobile & Virtual terminal.  It was identified previously that there were 7 transactions found to be missing and these were not batched properly.  These transactions occurred between December 15, 2023 through October 29th 2024.  Typically merchants must report any billing or deposit discrepancies within 60-90 days from the original date that the error occurred.  
  
  Monthly or quarterly reconciliation should identify any errors to be addressed and resolved.  SpotOn did refund $781.66 on 11-25-24.  An exception has been made to refund the three remaining transactions, see below, totaling $670.00.  This final refund was processed and approved today and funds should reach Mr. J****** within 5-10 business days if not sooner.  
  
  12/15/2023 - $111.66
  1/17/2024 - $223.34
  5/27/2024 - $335.00
  
  We did confirm that these transactions had been accurately authorized but failed to batch by the terminal.  SpotOn has canceled the account, see below the image with confirmation of the cancellation and the previous refund for $781.66.  Although we are saddened that SpotOn was not the right fit for Mr. J******** business, we respect his right to do what he feels is in the best interest of ********* ******.  We genuinely appreciate the opportunity to have been of service. This matter is considered resolved and the account is permanently closed.  Please direct any future correspondence to ******************.   SpotOn appreciates the added burden placed on the client and apologizes for any undue stress.   SpotOn appreciates all client feedback and insight to help us improve our support model and technology.   
  
  

• Initial Complaint

  Date:10/11/2024

  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.

  Account activated 12/1/2020. We owned two POS stations outright.Jan 24, we asked to convert one of our stations to operate a ghost kitchen. *** said to sign an agreement to get it done, w/ 100% discount on several items that we already owned. We were discounted $1817 for hardware + $2000 for implementation.We were offered a swap on our other station for a beta test station, at no cost. Similarly, we were asked to sign an agreement w/ 100% discount to get it scheduled. We were discounted $1962 on hardware (a swap) + $2200 on implementation.*** took our existing station (worth $1250) + swapped it w/ their beta test model on 2/23/24, + configured it to our existing restaurant account.*** converted our existing station to the ghost kitchen on that same day.Due to issues w/ the beta test device, we canceled our SpotOn account on 9/19/***** 9/27/24, we received emails that SpotOn planned to debit from our account through ACH for the amounts: $1962, $2200 & $2000.On 9/30/24, the above was processed + we received a 4th email for a $2000 charge that was deducted the next day, bringing the total charges to $8162 oddly $183 over the discounted amount in our ************* addition to charges for goods + services not received, there was no basis for the swap charges since it was for an account + location that was activated in 2020.The agreement uses terms like installation + implementation elsewhere, but specifies activation in the clause about canceling within a year. This is clearly referring to account activation. It would be absurd to expect an existing customer to pay for beta-stage hardware in ADDITION to relinquishing their machine.With $1500 deducted, we are owed $6662 for goods + services not received and fraudulent charges outside the scope of our ************** they want us to pay $72.95 for the prior months processing fees and emailed to threaten to take us to collections for them; we said they can deduct it from the refund were owed.

  

  Business Response

  Date: 10/23/2024

  Please Review the attached document for full response:
  
  Ms. Felsingers complaint centers on the issue with the SpotOn POS and the associated account closure of all her accounts related to final billing.  In reviewing the circumstances surrounding the challenges faced by **** and her team a decision was made to allow a complimentary upgrade to the new platform and equipment with WorldPay.  The migration was completed and although the updated merchant application stipulated that any cancellation of a SpotOn account under 1 year would result in retail charges for equipment.  When the Mirisata account, MID **************, was canceled the account closure team charged the account for the outstanding balance per our Billing and Finance team.  This was an error.  In cases where we have offered complimentary upgrades due to performance, the equipment penalty does not apply and is routinely waived. Spoton apologizes for any inconvenience.  
  The charges to the account failed when Ms. ********* rightfully placed a stop payment.  We should have created a RMA to have the equipment and hardware returned bringing the balance owed on the account to $0. All associated accounts are canceled and no monies are owed as long as the upgraded ELO hardware is returned.  Any further questions or concerns should be directed to ********************************************* 
  SpotOn acknowledges that *** ******* suggested the upgrade offered at no cost.  This was a FREE upgrade as a BETA.  The final bills that SpotOn charged to Mirisata and ******** were unsuccessful due to the stop payment.  We can find no evidence of these charges successfully debited the account. 

  Please make sure that all stations and Handhelds are returned to SpotOn. SpotOn will cover the cost of the shipping return labels. Those labels will be emailed to you from ***. Please kindly box up the hardware and once you have received the return labels via email, you can then proceed in taking that hardware to the *** store.  Although we are saddened that SpotOn was not the right fit for your business, we respect your right to do what you feel is in the best interest of Mirisata and Coopers Soup & Sandos.  We genuinely appreciate the opportunity to have been of service.  In working closely with our ****************** and our bank partner, we confirmed that the stop payments were successful and the charges were unsuccessful, see screenshot below.  As for the installation fee of $1,500 that was the standard charge associated with the updates and equipment placement.  
  
  This matter is considered resolved once the hardware is returned.  Please direct any future correspondence to *********************************************   SpotOn appreciates the added burden placed on the client and apologizes for any undue stress.   SpotOn appreciates all client feedback and insight to help us improve our support model and technology.   

• Initial Complaint

  Date:09/17/2024

  Type:Product 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.

  We recently switched our SpotOn credit card hardware this was installed on Friday 9/6/2024. Last Monday, 9/9/2024, there were no deposits in our bank accounts in the morning. The next day, deposits were added to one account, dated 9/9. None of these matched our sales records. This continued for the next several days deposits into only one of our accounts (we use three banks, and never requested that SpotOn change this.) None of them have matched our records. We contacted SpotOn regarding this issue initially on Monday 9/9/2024. We called several times, receiving no response. An email was sent to their support team and two tickets were opened. We did not receive a straight answer on why this was happening they did say that it was a problem affecting several other merchants as well, and that they had a backlog of calls. The owner of the company was able to contact them to find out why our previous usage of three different banks for deposits from three merchant IDs was halted without our knowledge or consent. The help desk sent the owner a form to request to use different bank accounts, which was completed and sent back. On 9/12/2024, we received an email stating that the form we sent (the one their CSR sent us the previous day) was not the right form and they sent another form. The agent in SpotOn who was trying to help us corrected and re-submitted the new form. This was ignored, as another email was sent to the agent stating the form was the wrong one. Our agent responded that we had sent the correct form and included a screenshot of what he sent.We have had no help from Spoton and it is now 9/17/24, and we have no accounting of the deposits they have made and we are still missing deposits. Our business is ********************************************, **********. We also have another business with the same problem. They keep closing our help tickets and refusing to provide the proper deposits or an accounting of what has been done.

  

  Business Response

  Date: 09/26/2024

  We apologize for the delay as we were working through the resolution and verify all applicable funding was received.  
  ****** and **** each submitted a Better Business Bureau complaint related to the same set of accounts under ********************, see each MID listed below.  SpotOn is replying to both accounts with the same response as this was handled as a single resolution inclusive of all related accounts.  This issue occurred due to a change in banking information which prevented batches from being deposited timely.  ********** changes are fully executed, deposits are held to ensure monies are protected until the new bank information is verified and successfully added to the accounts.  
  
  ******************** Event MID# *************
  ******************** Pro Shop MID# *************
  ******************** - Wild Game MID # *************

  SpotOn has already been working with the client prior to the complaints being filed, however, the frontline support team did a poor job at keeping the client updated. We reached out to have this situation permanently resolved with our Support leadership and the analyst most familiar with the case.  We did require a copy of the bank statements in order to proceed and validate.  ***** ********* began working on the reconciliation the bank statement alongside our Settlement and Banking team with ****** ******** on the phone.

  
  ***** explained each account and corresponding deposits to Ms. *************** All three accounts were rebooked from the our old **************************** to the new WorldPay platform.  Initially the rebooking process only focused on a single account but all three required transitioning which required our Settlement team to handle.  The update to banking was completed on September 16. Unfortunately from September 11 to September 16 deposits were being received in a different account which Ms. ******** and ************ were not checking.  

  
  ***** explained the situation and shared a file showing all the deposits made, including dates and bank accounts *********** Case ********). ***** circled back to the client Friday, September 20th to ensure no outstanding items required attention.   Ms. ******** stated all was well however did request additional clarity surrounding the deposit dates on the new WorldPay accounts.  ******** funding typically arrives later in the afternoon and therefore the batches are not visible on the Merchant Dashboard until the deposit is received.  
  We spoke to the client a final time on September 24th.  There was some lingering confusion related to the batch timing and deposit dates.  SInce a recent batch was processed after cut off the deposit will be received the following day.  
  
  This matter should now be resolved.   SpotOn appreciates the added burden placed on the client and apologizes for any undue stress.   SpotOn appreciates all client feedback and insight to help us improve our support model and technology.   We are thankful for the opportunity to be of service. 
  
  

• Initial Complaint

  Date:09/13/2024

  Type:Product 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.

  We recently switched our SpotOn credit card hardware. This was installed on 9/6/2024. We normally receive our sales deposits for Fridays Sundays in our bank accounts Monday. Last Monday, 9/9, there were no deposits in our bank accounts in the morning. The next day, deposits were added to one account, dated 9/9. None of these matched our sales records. This continued for the next few days deposits into only one of our accounts (we use three banks, and never requested that SpotOn change this.) None of them have matched our records.We contacted SpotOn initially on Monday 9/9/2024. We called several times, receiving no response. Email was sent to their support team and two tickets were opened. We did not receive a straight answer on why this was happening they did say that it was a problem affecting several other merchants too. The owner of the company was able to contact them to find out why our previous usage of three different banks for deposits from three merchant IDs was halted without our knowledge or consent. The help desk sent the owner a form to request to use different bank accounts, which was completed and sent back. On 9/12/2024, we received an email stating that the form we sent (the one their CSR sent us the previous day) was not correct; they sent another form. The SpotOn agent who was trying to help us corrected and re-submitted the new form. This was ignored, and another email was sent to the agent stating the form was incorrect. Our agent responded that we had sent the correct form and included a screenshot of what he sent.Since then, we have had no contact from them. Calls have been unreturned, emails ignored. This issue has gone on for a week now, with no resolution, and no explanation. I requested an accounting of how they determined the numbers in the deposits have had no response on that either.This is now an entire week that our business has not received funds from our sales correctly or in the proper accounts, with no explanation.

  

  Business Response

  Date: 09/26/2024

  Please see the attached document for the full response---

  We apologize for the delay as we were working through the resolution and verify all applicable funding was received.  Amanda and Nola each submitted a Better Business Bureau complaint related to the same set of accounts under Cinnamon Creek Ranch, see each MID listed below.  SpotOn is replying to both accounts with the same response as this was handled as a single resolution inclusive of all related accounts.  This issue occurred due to a change in banking information which prevented batches from being deposited timely.  Until bank changes are fully executed, deposits are held to ensure monies are protected until the new bank information is verified and successfully added to the accounts.  

  Cinnamon Creek Ranch Event MID# 4445066076506
  Cinnamon Creek Ranch Pro Shop MID# 4445066076464
  Cinnamon Creek Ranch - Wild Game MID # 4445066079849

  
  SpotOn has already been working with the client prior to the complaints being filed, however, the frontline support team did a poor job at keeping the client updated. We reached out to have this situation permanently resolved with our Support leadership and the analyst most familiar with the case.  We did require a copy of the bank statements in order to proceed and validate.  Erika Hernandez began working on the reconciliation the bank statement alongside our Settlement and Banking team with Amanda Williams on the phone.
  Erika explained each account and corresponding deposits to Ms. Williams.  All three accounts were rebooked from the our old First National Bank of Omaha to the new WorldPay platform.  Initially, the rebooking process only focused on a single account but all three required transitioning which required our Settlement team to handle.  The update to banking was completed on September 16. Unfortunately from September 11 to September 16 deposits were being received in a different account which Ms. Williams and Mr.Musacchio were not checking.  

  
  Erika explained the situation and shared a file showing all the deposits made, including dates and bank accounts (Salesforce Case 02009480). Erika circled back to the client Friday, September 20th to ensure no outstanding items required attention.   Ms. Williams stated all was well however did request additional clarity surrounding the deposit dates on the new WorldPay accounts.  WorldPay funding typically arrives later in the afternoon and therefore the batches are not visible on the Merchant Dashboard until the deposit is received.  
  We spoke to the client a final time on September 24th.  There was some lingering confusion related to the batch timing and deposit dates.  SInce a recent batch was processed after ‘cut off’ the deposit will be received the following day.  
  
  
  This matter should now be resolved.   SpotOn appreciates the added burden placed on the client and apologizes for any undue stress.   SpotOn appreciates all client feedback and insight to help us improve our support model and technology.  We are thankful for the opportunity to be of service. 
  
  

   

   

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22282528
  
  I am rejecting this response because: They are holding our money for two days when we received our money the next day prior to these current credit card machines. There should be no lapse time in getting our deposits. This is not acceptable.at all.  They have not resolved our issues and i am not accepting their response.
  
  Sincerely,
  
  Nola Musacchio

  

  Business Response

  Date: 10/09/2024

  We certainly understand the frustration felt by the delayed funding window. Please note that SpotOn has two different platforms for our POS Systems and subsequent payment processing partners (banks) for each. The funding window for First National bank of Omaha w/TSYS vs WorldPay w/ Fifth Third is later than TSYS. We do have another option using Merrick bank, possibly. We do have a BETA program for updated funding windows that we can speak to Nola about to rebook the accounts potentially or even more them to our TSYS platform. There is no error or bug causing this, it is simply a later funding window that SpotOn is unable to change. We are not holding funds or using these funds in any way. The auto close cut-off daily is 9 pm EST and we can double-check to identify if we can update that to auto close earlier.

  We will be having two of our funding and deposit specialists reach out to Ms. Musacchio to discuss options and reiterate the process. In addition, we will review the current auto close times scheduled on the devices in case we can update these to allow for earlier funding, prior to 9 pm EST. Any batches that are sent after this window are scheduled for deposit the following day instead of the next business day. Prior to the question of funding, the primary issue was centered on allegations of missing funds due to a change in banking. Until bank changes are fully executed, deposits are held to ensure monies are protected until the new bank information is verified and successfully added to the accounts.  

  1. Cinnamon Creek Ranch Event MID# 4445066076506
  2. Cinnamon Creek Ranch Pro Shop MID# 4445066076464
  3. Cinnamon Creek Ranch - Wild Game MID # 4445066079849

  SpotOn has been in regular contact with Amanda, the manager, who primarily handles most of the communication and interaction.   We request and receive copies of their bank statements in order to proceed and validate.  Erika Hernandez had previously worked on the reconciliation of the bank statement alongside our Settlement and Banking team with Amanda Williams on the phone.

  Erika explained the situation and shared a file showing all the deposits made, including dates and bank accounts (Salesforce Case 02009480). Erika circled back to the client on Friday, September 20th to ensure no outstanding items required attention.   Ms. Williams stated all was well however did request additional clarity surrounding the deposit dates on the new WorldPay accounts.  WorldPay funding typically arrives later in the afternoon and therefore the batches are not visible on the Merchant Dashboard until the deposit is received.  

  We spoke to the client a final time on September 24th.  We knew there was some lingering confusion related to the batch timing and deposit dates and we will reach back out again to clarify and see if we can rebook them to allow for an earlier funding window.   

  Thank you, 

• Initial Complaint

  Date:09/03/2024

  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 terminated my service with Spoton in the end of June. I have received a bill and have had a deduction of my account every month since. I contacted the company and gave them an opportunity to rectify this which they said they would and yet the problem persists. I want all money that was taken from my account from July forward and documentations saying our relationship is terminated

  

  Business Response

  Date: 09/16/2024

  This account is managed by a third-party dealer who works with SpotOn.  The dealer, ******** ******, had been working to engage with the client who is difficult to reach.  
  SpotOn has taken the liberty of closing the account permanently and processing a refund for 178.20.  
  
  SpotOn has informed the Dealer that we have closed the account and issued the credit for the $178.90.  ******** ****** NY has acknowledged the action and considers the matter closed.  
  If Mr. G****** wishes to speak about this account further, we ask that he directs questions to **************************.  We fully understand the frustration of working to have the ****** **** account canceled. 
  This matter should now be resolved.   SpotOn appreciates the added burden placed on the client and apologizes for any undue stress.   SpotOn appreciates all client feedback and insight to help us improve our support model and technology.  

  Please see the attached document.  
  

  We are thankful for the opportunity to be of service.