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:11/06/2023

  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.

  August 2, 2023 I canceled my services with ***** POS and SpotOn. Since August up to November they have continued to charge me monthly for services I no longer have. When I call or email customer support they tell me the same thing someone is working on canceling my subscription. I have not received any refunds or a confirmation that the service was canceled.

  

  Business Response

  Date: 11/13/2023

  **************** had originally canceled his account in August but the request was not received by the retention and cancellation team.  SpotOn apologizes for any confusion.  The account has now been closed and no future billing will be applied.  The last two charges for $60 did fail; however the two previous software fees of $60 will be refunded within two weeks of the date of this response.  

  SpotOn investigated the claims and acknowledged the original request received on August 10, 2023 however the account was not permanently canceled until October 29, 2023.  The two invoices for $60 each, INV433659 & INV384125, were successfully processed and monies will be credited back as long as the bank account is valid and accepts the **** The two invoices, INV532566 & INV483000, failed and no refund is required.  No future charges should be applied.  Our support team has worked with leadership to ensure the matter was fully resolved.  We understand the frustration in working through these kinds of requests and the importance of finding a resolution that works for all parties.  

  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service.  We apologize for any inconvenience.

• Initial Complaint

  Date:09/30/2023

  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.

  I have used this company for merchant processing since 2019. My business has been processing credit cards since **** and I have NEVER had so many issues processing credit cards. They stop processing credit card payments when the end of the month falls on a Sunday. This has caused my company financial stress and several other issues that I now need to hire legal council. We are a management company and collect rent payments for tenants and provide housing for thousands of people in the greater Chicagoland area. They have caused rent to be late several times for many renters. They are disrupting business and decide when to stop processing payments for customers.

  

  Business Response

  Date: 10/05/2023

  ********************* worked with **** regarding the issues he was experiencing with ******** to provide clarification and details surrounding the items that ******** needed to address related to processing credit cards end of month when it falls on a Sunday causing late payments for his tenants. ***** was able to assist in **** connecting to ******** to issue an engineering ticket on their end to have this issue resolved.  The ******** team has promised to resolve or respond to the engineering ticket escalated on their end.  It is important to SpotOn that this matter be fully resolved for **** although we are reliant on ******** to address and correct the issue we would like to gain further insight on the fix. 

  
  Additionally, we have sent over a Rate Change Addendum to reduce processing rates to match your historical rates and the updates will be made once we receive the signed copy. A credit has been issued for $450.00 as a gesture of good faith.

  We understand the frustration in working through these kinds of requests and the importance of finding a resolution that works for **** and ********************. 
  SpotOn appreciates all client feedback and insight to help us improve our service. We are thankful for the opportunity to be of service. 
  

  Customer Answer

  Date: 10/06/2023

  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:09/21/2023

  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.

  We signed up with SpotOn and they processed payments as they charged me fees out my bank and extra as well they owe me ****** dollars that was never paid back to me then I gave the benefit of doubt that some how I would get money back needless to say I got merchant loan through them so every payment I processed they took money for loan plus fees but the loan company files a lawsuit saying they never received any payments so I sent them the information from SpotOn but of course they denied I made any payments as well so I log back in 3 or 4 days later and the previous information that I printed out had totally change to different amounts so after I sent it to the loan companies lawyer SpotOn went and changed/ edited the information now I dont know what to do I would like them held accountable for what they are doing to small businesses

  

  Business Response

  Date: 09/26/2023

  ********************* worked with ****** both via telephone and email to provide clarification and details surrounding the deposits and fees on the merchant Dashboard.  The email confirmation sent on September 26, 2023 is detailed below.  SpotOn cares deeply about our clients experience and takes all feedback seriously.  We do appreciate ****** bringing her concerns to light to address and provide clarity.  

  Please review attachment with formal and detailed response based on the telephone conversation between ********************* and ************************* on Friday, September 22, 2023. 

  We appreciate Ms. ************* patience while we worked to provide the appropriate documentation and resources.    

   

  
  

• Initial Complaint

  Date:09/07/2023

  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 asked them to cancel my credit card machine and I didnt. I said he taking money out of my account.

  

  Business Response

  Date: 09/18/2023

  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  We are sorry to hear of your challenges however we have reviewed extensive case notes for your account.  Our team has made numerous attempts to reach you by email and telephone to have any outstanding issues resolved.  Most recently, ********************************* did attempt to call this week but your voice mail is full so he sent an email. 

  Rest assured, your account is closed.  Any refund request can be discussed with our support team at ********************************** or please reach back out to ***************  We can potentially refund software fees paid for months you were not processing as I can see the original request was made in June but we were not able to confirm with you at that time. 
  You can reach ********************************* at  *******************************************. 

  We appreciate the opportunity to be of service and will take all feedback under advisement. We certainly wish you and Big Mamas Kitchen the very best in all future endeavors.  

• Initial Complaint

  Date:09/05/2023

  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.

  We are International auto center, a used car dealer located at ***********************************************************. Phone number ************ On March 28, 2023 we sold a used 2017 ******* Sonata vin number ***************** to ******************************* in the amount of $11,500 out the door split in two payments the 1st payment made in cash for $7,000 and the 2nd payment for $4,600 on a credit card ending on (**** from Citibank)On March 29, 2023 our merchant account Spot ON deposit on our bank account $4,600 Then on Jun 1st 2023 Spot On made a 2nd deposit for $4,600 to our bank account Spot On claimed it was a mistake and then on August 1st 2023 Spot On took back one of the $4,600 transactions from our bank account .And it was okay till Spot On started to hold all payments taken on with the credit card machine and claim that we still owed them $4,600 for the 1st deposit made to us on March 29,2023.******************************* was helpful enough to provide a copy of his credit card statement that shows that Citibank paid Spot On the amount of $4,600 , spot on should not be keeping out money . but spot On still is claiming that international owes them $4,600..

  

  Business Response

  Date: 09/18/2023

  RESPONSE TO COMPLAINT:

  Mr. ***** complaint centers around a chargeback on May 2, 2023.  Standard protocol is that the funds related to a chargeback initiated either by a Cardholder or the issuing bank.  The *** to pull funds back for the $4600 were rejected.  The SpotOn had to pay back the issuer when the Chargeback was initiated, refund back the cardholder.  Due to the reject, SpotOn paid out the $4600 without recouping these funds from Intenational Auto Center.  On 05/02/2023 SporOn received the *** rejection alert.  The $4600.00 debit showed as insufficient funds so SpotOn was out the $4600 paid back to the issuer.  On June 1st the chargeback was reversed by the bank and the reversal was paid to the merchant. This means that the merchant was paid paid for the initial transaction, and again for the reversal, but never paid the chargeback. They received double funds.  SpotOn is not holding any monies from Mr. ***** in fact, quite the opposite.  ************************* received the original transaction and again the funds for the reveral, $4600 +$4600 = $9200.  International Auto has an outstanding balance of $4600 to SpotOn and the account is with our legal team and in collections.

  SpotOn is holding no funds from *************************.  This matter can be resolved amicably by having Mr. **** reach out to SpotOns risk team at *******************************.  In addition, all bank statements for May 2023 and June 2023 for ************************* can be provided to SpotOn Risk for review and to assist in demonstrating the $4600 monies owed.  

  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  We believe Mr. **** genuinely may not be aware of how the debit and credits related to this chargeback were applied and a review of his account would quickly confirm the monies owed. 
  
  We appreciate the opportunity to be of service and look forward to hearing from Mr. ***********************

• Initial Complaint

  Date:08/18/2023

  Type:Customer Service 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 have had nothing but horrible experience wit this company. I have been waiting on a refund for 2 months now. I have changes on my account due to illegally drafting my business bank account. I am getting nsf fees due to this issue you all have created an have not taken accountable for.

  

  Business Response

  Date: 08/25/2023

  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  Our client support and escalation team reached out to ******** to explain process and review the account details.  The equipment was received back in July and most of the refund was already issued, $245.20 on August 16th. 

  ******** is seeking the remaining $53.80 totaling the $299.00.  This was an oversight and we have issued the refund and it has already been processed.  ******** was also understandably upset with one of the interactions with SpotOn support.  She requested to be escalated to leadership and the agent did not oblige.  This matter is being reviewed by call center quality control. ******** has claimed that she did not receive the funds from the original refund.  Our settlement and banking teams verified the bank account information and no failed billing or rejects appear on this account.  The funds were directed to the account on file. ******** can work with ****, one of our support leaders, and provide the full month bank statement from August for review to confirm the funds did not deposit to the bank account on file.  We can open a separate investigation in that case.  

  **** has indicated to ****************** that banking confirmed that the account on file matches with where funds are being directed and Netsuite (billing system) indicates the refund has been settled.  We advised that ******** speak to her bank directly to verify deposit.  We did offer to schedule a three way call with her bank to provide any required details but ****************** refused and indicated she will handle herself.  SpotOn is happy to review the August statement to verify all line items before, during, and after the deposit refund August 16, 2023.  
  

  SpotOn wholeheartedly apologizes for the miscommunication and inconvenience.  The matter has now been appropriately addressed for *** Smoke Shop.  ******** was understandably upset as this is not how SpotOn treats its valued clients. We certainly empathize with the frustration in working to have this matter resolved.  We appreciate the opportunity to be of service and will take all feedback under advisement.
  

  
  

• Initial Complaint

  Date:08/10/2023

  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.

  Received SpotOn collar on 8/9/23, yesterday. Both yesterday and today the collar started to malfunction. The app stated the dog was in the home and showed it on the map, however, the dog was down the road. Worked fine this morning this afternoon same exact is**** Sent email about issue which they did not respond to, and so today on 8/10/23 I called customer service which they just go through platitudes and generic fixes without actually trying to fix the actual issue, and assume everyone that buys these outrageously priced collars is an idiot. All I want to do is have my dog be able to utilize my 100 acre farm which shouldnt be difficult if the product acts as advertised which apparently it doesnt.Why is it so difficult to have a product actually do as advertised? Instead they act like the customer is the issue, you can send it back and we will inspect the collar meaning since receiving it yesterday I obviously must have done something to it so it doesnt work. Right. Replace collar or refund and it shouldnt take three weeks to receive either or I will just ****

  

  Business Response

  Date: 09/17/2023

  This is not a SpotOn product or customer.  We have alerted the ********************** of the error.  SpotOn Transact is a FinTech and Point of Sale along with merchant software solutions and has no products or services related to pet products. Please see ************************************** as further reference.   We apologize for any confusion.  Thank you

• Initial Complaint

  Date:08/07/2023

  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.

  After constant system crashes with SpotOn the system finally went down as whole. This cause us to lose 2 large caterings and our sales for lunch which came to about $6,000, and then forced us to leave another event on the evening. When we were sold the terminal, we were promised that the machine never fails and that even if something major happened ********** Router would immediately kick in and make everything work again which was also a lie. The manager ,**** out of *******, never picks up his phone and only sends text messages claiming hes on the phone. Therefore, this company is taking part in shady sales practices to sign up restaurants then leaving them off to fend for themselves.

  

  Business Response

  Date: 08/14/2023

  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  We are sorry to hear of your challenges and we are in the process of cancelling your account. 

  
  We understand the frustration when dealing with system outages even though these are not always attributed to the software.  The ****************** outage was quite unfortunate.  Amazon is usually quite stable with reliable up time however the recent outage seemed to cause loss of revenue due to catering events that you could not deliver per the details provided in your quite.  I apologize that you were guaranteed the terminal could never fail as with any POS system relying on technology it is possible some downtime can occur although rare.  The Meraki router is usually a reliable fail over security measure.  We will be relaying your concerns regarding **** not being responsive. 

  ************************ and *************************** of our Client Success team did reach out and spoke to you about the pain points described.  Your feedback is essential to improving our support and technology.  They did provide the details you shared with leadership regarding claims you were overpromised and text messages that went unanswered.  It is unfortunate that we were not able to work with you earlier to retain your business however SpotOn wholeheartedly apologizes for the miscommunication and delays in responding to your concerns before now.   You were understandably upset as to the manner in which you were treated as this is not how SpotOn treats its valued clients. We certainly empathize with the frustration in working to have this matter resolved. 

  We appreciate the opportunity to be of service and will take all feedback under advisement.
  

  
  

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20436809
  
  I am rejecting this response because:
  

  you want to pass the blame to Amazon for a one day outrage, but Ive experienced constant outages with no support. For example, I once again had to rush to the restaurant this morning and trouble shoot another outage that lasted until 11:30am. Furthermore, you force us, the client, to use representatives from another country that cant hardly be understood, and have a horrible attitude. In addition, during todays outage another customer yet again told me, how can you expect me to bring my employees to eat here when you cant even get your machine to work. The reputational and monetary damages continue to hurt my business yet you try to pass the blame exactly as your reps have done every time I call. Therefore, my request is extremely simple and fair; refund me for the equipment that I was sold on lies, and well go our separate ways. Considering the lost on business and caterings that I lost because of SpotOn it easily adds up to over $7,000, yet youve profited from the high volume of transactions that my business processes. 

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

  

  Business Response

  Date: 08/23/2023

  SpotOn respects ****************** opinion and disagreement.  We will reach out to the merchant again to speak to him and accept any pertinent documentation to demonstrate loss of business however, this does not guarantee that SpotOn will credit for claims of missing funds.  We understand the frustration when dealing with system outages even though these are not always attributed to the software. SpotOn does consider this matter closed.  

  Your feedback is essential to improving our support model. The outage was unfortunate however, it was attributed to other factors beyond SpotOn systems as earlier described in the previous response having to do with Amazon Web Service.  SpotOn did not experience any other previous extended outages to service however,  it is possible latency issues may occur with any location relating to connectivity due to internal infrastructure or internet provider issues. We genuinely apologize for any inconvenience even if it was due to one of our partners. 

  We wish ************** the very best in all future endeavors.  

   

   

  
  

• Initial Complaint

  Date:07/25/2023

  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.

  **** on charged me incorrectly for a system and never refunded me. I was over charged by $250 dollars it was acknowledged and no one did anything about it. This happened in May 2023. I have now gone on for 1.5 months emailing them and contacting my rep and I have not gotten a single responds. *** contacted other people in the company that have agreed with me and said they would be reaching out with in a week and that was almost a month ago. At first I wanted just the $250dollar refund now I dont want their products at all. I rather go with someone else at this point. The refund that is owed to me due to an over charge on their end is $250 dollars. The full refund of the products is 750. Im asking for this to be resolved and me no longer deal with this company. Im way to small of a business to be having to deal with this, and this is too much money for me to let go.

  

  Business Response

  Date: 07/26/2023

  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  

  We can see that ******* made several attempts to contact SpotOns support team and was not given the attention the matter deserved.  We see that ******* was given incorrect information about the status of the charges paid.  It was evident from the merchant's transaction history and the SpotOn invoice that the merchant was overcharged.  Unfortunately this was due to the data entry into Netsuite Billing as the deposit should have been deducted.  The message that the $250 could not be refunded was wrong and it should have been issued right away.

  ******* called back on July 1st to report the overcharge and SpotOn support did create a case for billing team to confirm that overcharge.  When we attempted to call back and left a voice mail for ******* that the refund was pending investigation.  The refund has been processed and funds reached the merchants bank.  SpotOn wholeheartedly apologises for the miscommunicaiton and delay in resolging this matter fully.  The matter has now been appropriately addressed for Sunne.  ******* was understandably upset as this is not how SpotOn treats its valued clients. We certainly empathize with the frustration in working to have this matter resolved. 
  We appreciate the opportunity to be of service and will take all feedback under advisement.

• Initial Complaint

  Date:06/16/2023

  Type:Product 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 card system has collected so much more money over the period of 4 years than should have been hundreds of dollars over! I canceled with them tried to work out a refund that was never justified properly we settled on a very small amount after battling for months, NOW I have used equipments or systems since 11/01/2022 and I am STILL being charged every month different amounts by spot on! Every month they advise my account has been canceled and it will never happen again. However, they continue to fraudulently charge me. Completely unacceptable and unorganized company. I am not understanding at all why its still charging me they promise call back after call back there billing department is never available its simply fraud at this point. I am requesting all of my funds back immediately and to close my accounts remove my banking Information.

  

  Business Response

  Date: 09/18/2023

  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  We are sorry to hear of your challenges and we are in the process of cancelling your account. ********************* worked with Dru to identify the outstanding issues and find a reasonable solution.  SpotOn appreciates Drus patience as we worked through the matter for a permanent resolution.  

  ************** explained in more details the Cash Discount (fees) that were not passed along to the customers and retrieved reporting to identify receipts between Jan 2022 - Jan 2023 via Poynt.net.  These were provided to show that the 4% convenience fee was enabled onto the terminal. In reviewing the case notes associated with ********* account, we confirmed that the cash discount program began in April 2020. 

  SpotOn had attempted to enable the 4% Cash Discount in April 2020 onto the payment terminal however this was unsuccessful as the business was required to close due to COVID 19 shut down protocols.  At the time you indicated that you would call us back so we can walk you through adding Cash Discount onto your terminal.
  

  SpotOn agreed to calculate the difference between our Preferred Pricing Rate Structure set at ****% for debit cards and the ****%. The amount was calculated at $937.65. On August 23, 2021, a refund of $269.24 was also provided to you due to the convenience fee not being enabled onto your Poynt Terminal along with six (6) months of waived Platform Fee or Software as a Service (SaaS) of $25.00 / month or valued at $150.00 for a total compensation amount of $419.24.  We then provided an additional  $420.00 credit for a total compensation of $839.24.

  As ***** has earlier communicated, SpotOn is willing to provide a good faith gesture and refund an additional $668.41 or the difference of $937.65 - $269.24.
  It is unfortunate that this was not resolved before now.  We understand the frustration in working to have this matter handled.  You were understandably upset in feeling that you concerns were not heard.  ********************* will be making the refund request to have a check sent with our AP team. Please note this process can take up to 2-3 weeks but watch email for details on having the request processed.  

  We appreciate the opportunity to be of service.  We wish you the very best in all your future endeavors.
  

  
  

  Customer Answer

  Date: 09/20/2023

  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,
  
  *******************