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: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,
  
  *******************

• Initial Complaint

  Date:06/09/2023

  Type:Order 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 own ************************************ in ********* ******* and I was looking for a new credit card processor.... I found Viv from SpotOn and she set up my account and the people from SpotOn entered the wrong business account info in for where I would accept payments and they ended up holding money I received from my clients and I had to argue with them and do all kinds of bank papers to show them I have the proper accounts.. and that THEY screwed up... ******* Viv even told them that they misentered the info and to make a long story short I had their services LESS THAN A MONTH and I canceled them.... well here we are in JUNE and they keep billing an account that I do not keep money in and they keep over drafting the account so they apologized and said it won't happen again but IT DID THE NEXT DAY!!!! $39 over draft fee... and to block them from making transactions with that bank account its $49!!!!! I am asking for BOTH fee's to be paid to me by SpotOn and can send in banking proof if needed.

  

  Business Response

  Date: 06/19/2023

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

  
  The complaint has been appropriately addressed for ************************************ in ********* *******. ************************ was understandably upset surrounding the error relating to entering an incorrect bank account resulting in funds held in reserve.  Due to this issue, ************************ chose to cancel his account and was charged for software fees.  SpotOn had updated our billing system to NetSuite which updated protocols in the billing system to require the net 30 days for software fees upon cancellation.  This should have been relayed but the support team may not have been aware of the changes. We sincerely apologize for the inconvenience. 

  ****** from our recovery team spoke to *** on June 12th.  She relayed that the account was cancelled March 20 2023 and the final charged of $28.23 was billed.  This did cause an overdraft fee $39 and SpotOn did agree to refund the $39.  We further advised that an additional refund of $50 was not needed to place a Stop Payment as the account was closed permanently and no further charges should apply. ************************ agreed to remove the complaint after he receives the refund and confirms no further charges would be applied. There is no need to return the terminal and SpotOn will not charge for the equipment.  

  ****** followed up with *** on June 15th when she asked to confirm deposit of the $39 refund.  We certainly empathize with the frustration in working to have this matter resolved. We respect the right of our merchants to do what they feel is right for their business and its customers.  We appreciate the opportunity to be of service and will take all feedback under advisement.

  Customer Answer

  Date: 06/20/2023

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

• Initial Complaint

  Date:05/10/2023

  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.

  Spot On is supposed to be providing professional services to ****************** LLC dba Blue Room. There was an agreement signed on April 20, 2023 to be effective with the purchase of the business on May 1, 2023. On May 4, 2023 we discovered that we were not receiving the funds from our credit card transactions. Our account representative was notified. I contacted him again on May 5, 2023, at which time he indicated that the issue would be corrected that day and that we would be responsible for collecting the funds from the previous owner. On Monday, May 8, 2023 the account representative was contacted again, stating that we would fix it. Wednesday, May 10, 2023 after 5 phone calls to Spot On and still not reaching the correct department, since our account was never set up, I finally received a message from the account representative that he had contacted the President of Spot On. I have had no further communication.

  

  Business Response

  Date: 05/22/2023

  SpotOn takes all inquiries and client concerns seriously.  We did immediately investigate this matter and reached out to ****** to identify what outstanding issues existed. The primary issues were surrounding a change of ownership that occurred earlier this month.  This process can take up to two weeks to complete and finalize the approval of the new account owner and set up a new MID and update the terminals to ensure funds are deposited into the new account accurately.  It appears that ****** began processing using the terminal prior to terminal update unbeknownst to her.  This did cause challenges to **************. ************************* and ********************* both Retail leadership at SpotOn have been working with ************** to have outstanding issues resolved and to work to ensure all funding has been completed. 

  We apologize to ************** for any confusion or misunderstanding.  She should not have been told that funding could be immediately redirected as SpotOn is obligated to follow payment processing and banking industry regulations and protocol.  The change of ownership was in process and the terminal slated to be updated. ************** should have been given realistic expectations about funding based on the completion of the new Merchant identification (MID) number and a successful terminal update.  SpotOn did move funds using a rekey process to credit and debit individual transactions to ensure both merchants have accurate **** data and via protocols.  Any missing funds will be refunded to ****** based on closed credit card accounts or declined transactions.  The rekey process has been completed and a refund of $503.10 has been submitted and should deposit to Blue ********** account within 3-7 business days.

  There were two other issues that have since been resolved regarding Gift Cards and Auto Close: 

  
  Gift Cards:  ****** did not understand how to load gift cards initially.  Although there was likely a templated email sent to provide instructions on how giftcards are handled ************** was not aware how to load the cards. 

  Auto close is a default given to all SpotOn merchants to avoid funding delays or lost transactions.  ************** requested to forego the auto-close option and asked that it not be enabled due to tip adjustmentshansdled in the evebinbg.  AutoClose can be set at 4 or 5 am to avoid issues with tip adjustments and ensure funding daily and manual batches can still be processed as well.  ******************* to ************** that the business is located in rural ************, where business volume depends on numerous factors, and manually batching fits their needs best however did not fully understand Next Day Funding windows.  All deposits must be batched by 10:30 EST to receive next day funding.  
  SpotOn waived any platform fees through September 2023. 

  SpotOn is committed to having all concerns heard.  SpotOn understands the inconvenience this may have caused.  It is important to note that any changes to ownership or business structure must be processed similar to a new business.  We certainly empathize with the frustration in working to have this matter resolved. We respect the right of our merchants to do what they feel is right for their business and its customers.  

  
  

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 20044100
  
  I am rejecting this response because:

  The account setup was initiated on April 20, 2023.  We were never told that there would be an extended window for account setup, and May 1st is 10 days compared to the two weeks they claim they need.  Nevertheless, the account still was not established until May 12th.  I informed them May 4th that funds were missing, and did not receive feedback until May 11th.  That is not immediate.  

  I do not know who ************************* is.  I was informed that President ******************* was going to be contacting me, which did not happen.  

  The issue with the gift cards is NOT resolved.  It is still occurring, and is not a training issue.  All other staff are aware of how to process credit cards and gift cards, and we have had numerous interruptions in the ability to process or load both.  I asked for a training document for the benefit of how I like to learn.  The staff had done this regularly, and it still does not work.  

  Whether auto batch is a default or not, it should have been disclosed.  I have never had a software company initiate any user-defined options without discussing the options.  Arbitrarily implementing a default or any other process mechanism should be properly disclosed, timely.  The choices should lie with the business to determine what practices work best or make the most sense.  Being in ************ has nothing to do with not wanting our batches to close at 7:00 pm during a supper rush.  

  We still have not received all of the funding for the credit card transactions that were reprocessed.  After a 5-day delay in responding to me, ********************* notified me yesterday that the declines and account-closed ************************** ($503.10) have yet to be approved internally at SpotOn for them to be processed.  There is a time value of money that SpotOn is not respecting.  Whether it's next-day funding or second day funding due to batches closing later, we aren't getting our funds timely.  At 27 days into doing business, we are still owed funding.  This has nothing to do with a misunderstanding on the timing.  The processing has not been completed.  They claim to be following payment processing and banking industry regulations and protocol, but that is not the case.  

  There is a lot of rhetoric being thrown around that is easily disputable by dates.  I am providing facts; which I have more on exact times of phone calls, who with, and how long they lasted.  SpotOn has conveniently skirted around providing any such details.  

  My time has continually been wasted running batch updates on terminals.  It is not appropriate for SpotOn to utilize my business time to set up terminals that they failed to program correctly.  Over the course of 5 day, approximately 4 hours were spent standing at terminals going through key functions and waiting for updates.  Ultimately the update performed itself in an overnight.  However, the Clerk ID is still missing to be able to load gift cards.  This is costing us business.  Customers are frustrated.  This is not the best use of my time, and prevents me from being able to conduct sales.  
  

  Initially, ********************* profusely apologized for all of the issues that we have had and took full blame.  Now, he has informed me that they have no intentions of compensating for my time, the opportunity cost of not having our funding, or assisting with any reputation assistance.  The seems to be the only avenue for accountability.  

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

  

  Business Response

  Date: 06/05/2023

  We are sorry to hear that you were unhappy with our response and still not satisfied with the resolution offered. 

  ********************* did spend a great deal of time working on this account and ********************** feels that a reasonable solution provided based on the contractual agreement and available solutions.  SpotOn does not compensate merchants for time invested when working to address and resolve disputes or requests.  We certainly understand the aggravation potentially felt when working through this matter and resources utilized on both sides.  

  
  The investigate into this matter identified the frustration in the purchase of a new business and the Change of Ownership (***) process. SpotOn did work on moving the accounts within a reasonable time period. This requires setting up a brand new account and MID  (Merchant Identification Number) associated with the business FEIN.  SpotOn cannot manage funds processed and deposited until the *** has been fully executed. Even then, when ****** began processing using the terminal prior to required updates to ensure deposits were routed to her bank account, ********************** supported actions to have funds routed to her account.  Although this would have caused challenges to ************** the processing occurred under the OLD owners Merchant ID and not on Blue Moon Amandas MID under her Fed ID.  

  
  We apologize to ************** for any confusion or misunderstanding.  There is not way to immediately redirect funding although when this occurred we took action to make Blue Moon whole. SpotOn did move funds using a rekey process to credit and debit individual transactions to ensure both merchants have accurate **** data and via protocols.  All missing funds have been submitted to Billing and a refund of $503.10 has been processed.  There were two other issues that have since been resolved addressed in the original response.  : 
  Gift Cards:  ****** did not understand how to load gift cards initially.  Although there was likely a templated email sent to provide instructions on how giftcards are handled ************** was not aware how to load the cards. 

  
  Auto Close:  Auto close is a default given to all SpotOn merchants to avoid funding delays or lost transactions.  ************** requested to forego the auto-close option and asked that it not be enabled due to tip adjustments handled in the evening.  AutoClose can be set at 4 or 5 am to avoid issues with tip adjustments and ensure funding daily and manual batches can still be processed as well.  ******************* to ************** that the business is located in rural ************, where business volume depends on numerous factors, and manually batching fits their needs best however did not fully understand Next Day Funding windows.  All deposits must be batched by 10:30 EST to receive next day funding.  
  SpotOn has also waived any platform fees for 6 months, a value of $150.00 as a good faith gesture and added  courtesy.   It is important to note that any changes to ownership or business structure must be processed similar to a new business.  We certainly empathize with the frustration in working to have this matter resolved. We respect the right of our merchants to do what they feel is right for their business and its customers.  

  We appreciate the opportunity to be of service and will take all feedback under advisement. We respect ******* right to do what she feels is in the best interest of her business.  SpotOn has extended itself beyond the terms of the agreement to ensure Blue Moon was restored. 
  
  
  
  

• Initial Complaint

  Date:05/04/2023

  Type:Order 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 have attempted in good faith with an ****** fair timeline to resolve issues with SpotOn. 1. Since June 2019 They have deposited random amounts into our bank account that do not coincide with our contract terms. I have requested info and a resolution too many times. 2. They began charging a extra 'platform fee' in March 2023 which was also outside of our contract terms. We have reached out to a plethora of customer service agents, our rep, her director via phone calls and email. I have provided documentation but to no avail, we do not receive a response. This company has proven to be unprofessional and their lack of value for customers most clearly overshadows their product and promises. We firmly believe consumers should be made aware of their 'business' practices.

  

  Business Response

  Date: 09/18/2023

  First, we apologize for failing to respond back in May.  Our support team had been working on the cancellation request and outstanding issues and a response to the Better Business Bureau complaint should have been sent at that time.  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 rest assurred, your account is closed and no future billing will apply.  We understand that you did have a special agreement, per your statement, that you were not to be charged any platform fee of $25 plus applicable sales tax. I can see that you did begin receiving charges in May 2023.  This was due to a transition to a new billing system.  Please see the screenshot of your account stating it is cancelled and each attempted ACH charge and refund for $27.00 March 24th, see below.  We do owe a final $27.00 to you for the April 1st charge of $27.00 and the May 1st charge of $27.00 was never successfully billed.  We have cleared your balance to zero. No monies are owed.  (Screenshot is included on the attached PDF) 
  
  Our records show that you originally called to cancel back in March and one of our retention specialists, *********; de *********** retained your account by refunding the $27.00 and should have removed the platform fee.  It appears this was not executed fully.  Since a stop payment was placed on your account we can request that a check be sent for the $27.00 due to you.  ************************* has reached out to you to get details on correct address to request the final refund and address any other item that *** need to be addressed.  You can reach ***** at ********************************** or ***********************************. 

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

• Initial Complaint

  Date:03/22/2023

  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.

  Mr ***** sold me a point of sale system and I got the A800 price 700$ and the A920 200$ so I purchased the A920 cash . Total deposit 250$ I was told by ******* manager that I was going to be able to use the A920 for something specific that I asked ! To then learn he did lied . So we decided to cancel the A920 with Mr ***** , then the equipment never arrived 3 weeks later we cancel the system by phone , same day I receive a call from ***** and ******* on a 3 way begging me not to cancel ! I told ******* that I was lied to and was not satisfied with the results ! He promised to over night the A800 at no charged if I got them back ! I did ! Equipment showed up 3 days later . We closed the account 2/15/23 , my new balance is over 1000$. We never received the A920 ( check email for confirmation from ******* ) he claims that the 250$ was for the E800 and not the A920! So thats good news he said! Now am being charged for the A920 and A800 ! And being charged the 50$ monthly fee even when ***** acknowledged on the email my account was closed ! I was promised a refund for the 250$ see email ! This is not including the 2% repayment on the A800 which is close to 80$ that was being taken from the transactions. I am conscious that we do owe them money around 370$ . Breakdown A800 700$ Minus 250$ minus 80$ total of 370$ Will need a refund on March monthly fee 50$ And a refund of 600$ which they overcharged for the equipment!

  

  Business Response

  Date: 03/26/2023

  We have been able to connect this complaint to one of our merchants, Discount King.  Our primary contact is ************************* who confirmed she was not aware of a BBB complaint but stated ***** was her husband.  We are required to speak to the primary contact in our records for risk and security reasons but have worked with ************** to have this matter resolved. 
  The account will be cancelled and no future billing will occur upon receipt of the E800 PAX Terminal and the A920.  We show a charge  of $978.54 for financing overdue and can refund once we confirm the charge has completed on our end and the hardware is in our possession. 

  
  *************************, Client Success Manager, spoke to to March 24th to confirm she was unaware of the lodged complaint but confirmed ***** is her husband. ******* has agreed to mail the E800 back to SpotOn and the $250 deposit along with the $978 billed will be refunded.  Any other devices onsite will be required to be returned to SpotOn to avoid further charges or collections.  **** sent an email confirmation with the return address for Hardware Return Shipping team.  **** has agreed to return the email communication with tracking information.  
  **** confirmed the agreement to allow the return all equipment in appropriate packaging and in good working order and discontinue the use of the E800 within 30 days. SpotOn will refund any settled charges once the equipment is inour possession and in excellent working order. 

  
  We have no knowledge of any cash exchanges and cannot address such claims as that would be out of SpotOns purview however, we encourage **** to reach out to local authorities for any wrongdoing beyond legitimate charges by SpotOn directly via ACH regarding exchange of cash for equipment as we have no knowledge of record of this action.  We appreciate the opportunity to be of service and wish Discount King the very  best in all future endeavors.   

  
  It is our commitment to timely and thoroughly responsive as is evident by resolution of this matter within 24 hours of receipt by speaking to ************** directly on Friday March 24th.  Please do not hesitate to contact SpotOn with any further questions.
  

  
  

  Customer Answer

  Date: 03/27/2023

  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:03/15/2023

  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.

  We have over 20 POS terminals that were sent to the wrong place after following directions provided by spoton support. This could have been avoided if shipping labels were provided, but after asking numerous times for shipping and processing information we just paid out of pocket to get the show on the road. We've asked for clarification since then and been ignored. This has been going on since mid January. We recently escalated this and were receiving updates and responses for a few days, including being told our new terminals were being shipped out from San ****** on 3/8. It has been a week with no tracking number or ETA. I do not think SpotOn is being truthful with us, I think they don't have terminals to send and they are stalling.What makes this situation particularly unbearable is the utter lack of professionalism by our account manager. In the past six months there have been countless unreturned voicemails and emails, she is constantly WRONG about things and has never apologized or attempted any kind of corrective action. We very politely requested a new account manager a few months ago, and her boss basically told us everyone loves her and we're crazy and to buzz off.

  

  Business Response

  Date: 03/22/2023

  SpotOn is in communication with ****************** to find reasonable accommodations for the challenges faced in advance of kicking of their 2023 baseball season.  Admittedly, there were hiccups in proper communication to update confirmations and general execution in shipping out the 20 replacement devices. The primary concerns center on shipping errors and delay along with pain points relating to ongoing technical hurdles requiring permanent resolution such as gift card errors, connectivity, accurate order synching, and system crashes.

  
  SpotOns Success team has stepped in to expedite the shipment of the 20 terminals and has reassigned ****************** a new Client Success Manager (CSM), **********************  We have approved and processed a credit for $2514.21 for the shipping fees incurred by *******************  We are working diligently to make things right.  Expedited and complete resolution will be dependent on Mr. ******** participation which has been a challenge to schedule although we respect his time and understand he is busy readying for the new season. 

  
  Action items:
  

  SpotOn has offered to send an enablement resource to visit onsite to discuss ongoing challenges and work to resolve any outstanding items however, our invite was declined. 

  A new CSM has been assigned to the ************************/River Cats account. 

  The 20 replacement devices have been shipped and should be onsite.  Our teams are actively coordinating the next steps to configure the units for the field.
  

  Email Communication on Monday, March 20th outlining the next steps necessary to ensure proper readiness for the 2023 seasons opening day:   
  Asked for an email to SpotOn Support *********************************************** with the device serial numbers that were sent for RMA. 

  Support will need to disassociate those SNs from their TIDs so those TIDs are available to be assigned to your replacement devices. Upon receipt of the replacement devices, please send the device serial numbers and the corresponding Q20 serial numbers to Support and designate which device each is replacing so they can assign them to the correct MID / TID and configure them in the HIPs server.

  When all E800 devices are online, the SpotOn Support team can assist with uploading the following firmware needed which was detailed in via email communications on March 20, 2023.  
  Directions were provided on troubleshooting and performing test transactions to avoid errors and to report any issues immediately to SpotOn support.  
  *********************, VP of Client Relationships, and *****, EVP, will be meeting with **** and the Kings team on-site this week to identify the best path forward for all stakeholders.
  
  ********************* and the Client Success team is coordinating efforts both virtually and onsite to remedy previous issues from recurring and address current and ongoing challenges.  We certainly appreciate the added burden to ****************** and the *********************** in attempting to rectify outstanding concerns to ensure a successful kick off the new season.  Although our offers to visit the stadium previously have been denied, we feel we have made good progress in the last few days in closing gaps and addressing items requiring immediate attention. 

  
  We will continue to offer open and direct dialogue to ****** a positive partnership. It is our intent to build back the trust in SpotOn by encouraging weekly meetings designed to proactively engage in honest feedback and find creative solutions as needed to avoid disruptions to service and allow you to concentrate on this baseball season.  SpotOn is dedicated to superior service dependent on listening to feedback and gaining insight into how we can continue to improve our support model.  We appreciate the opportunity to be of service and look forward to establishing a strong relationship built on trust. 

  
  

  Customer Answer

  Date: 03/23/2023

  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:02/22/2023

  Type:Service or Repair 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.

  We used them for the majority of 2022- and stopped in late fall- went to another company- we need the *** Form **** (I believe) that shows the income tax to be paid for 2022 - we have not received anything from them- they sent it the first year in 2021 but nothing. We also have a terminal that i would like them to pick up- we have no use for it.

  

  Business Response

  Date: 02/23/2023

  Hello ****,
  
  We had our Success team reach out to you today to have this handled. We understand the frustration in getting this resolved.  We sent you a copy of your ****k for 2022 via email today.  We did confirm that we were sending you a copy of the **** and had previously send it out via regular mail to your your legal address which is done by early February by our sponsoring bank.  We sent this to your legal address at as ************************************* 67752-9540.
  
  Regarding your SpotOn Register terminal, you are able to keep this device as there is no need to return the equipment.  We appreciate you reaching out to notify us of these outstanding items and are happy to report this has been resolved. 
  
  We appreciate the opportunity to be of service.  Please do not hesitate to contact us with any questions.  

   

  Take care and we wish you and The Flower Cottage much success in all your future endeavors.  

   

  Client Success Team  

  Customer Answer

  Date: 02/24/2023

  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:11/30/2022

  Type:Service or Repair 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.

  Sept 19 *********************** and employee of *********** came to my business to sell/give me a POS system. At no cost for a basic system she would set everything up within a week or 2 & it would cost me nothing unless I upgraded to a more advanced system. On Sept 20 they took $212.00 out of my acct (without my permission). Oct 3 they took .20 out. She met with me on Oct 4 & brought the handheld system & said she would bring the tablet, ***************** when it came in the mail. I told her about the ************* said she would get it refunded. Oct 5 the credited my acct $3.00. Oct 11 they took $31.80 out of my acct & that same day I texted her to find out where the pos system was & to let her know about the other charges. Oct 12 she texted me back & said it would be delivered that day (tracking). Never received it so I contacted customer service for a couple of weeks and after talking to several different reps, still got no solution. She wouldn't answer my calls so my husband called & she answered & said she would pick up the handheld on Nov 11. Till this day we have not seen her. I called her Nov 22 & she said should pay for me to send the system back since I told her I wasn't paying. Called her Nov 28 & 29 no answer??? Just want my $241.00 back!!!

  

  Business Response

  Date: 12/11/2022

  Please see attached response.   

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

  ******, ************** Manager, spoke to ****** on December 1st to have this matter resolved.  Although SpotOn did adhere to the terms and conditions in the Merchant Application, we did take the circumstances surrounding this matter into consideration.  ****** has submitted a refund for the hardware pending its return.  We acknowledge the *** was never used and sent a return label to *****************  We will also refund shipping charges that *********************** assured ****** would not be charged.  ****** appreciated our willingness to reconsider our position. SpotOn will work through this matter until permanently resolved.  ****** will follow up on confirmation of the A920 *** Terminal return and then expedite the refund. 

  
  SpotOn does not condone misrepresenting its services, pricing, or fees.  SpotOn will research the allegations and take appropriate action as needed. SpotOn Retention team charged ******* Grill for the remaining balance of the *** 920 as the account was canceled under one year per the terms of the agreement.  SpotOn reversed the decision to charge for the terminal and approved a return of the equipment and subsequent refund once the terminal is returned in good working condition.

  
  We wish ****** and ******* Grill much success in all future endeavors. SpotOn would love the chance to win ******* trust back and bring ******* Grill back to SpotOn in the future however, most importantly we want ****** to receive the service and solution she deserves.  
  

  Customer Answer

  Date: 12/15/2022

  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. Thank you so much for your help in this matter.  I will highly recommend that if anyone has a problem/situation with a business that they contact you for assistance.  Again thanks for your help!!!

  
  

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

• Initial Complaint

  Date:11/11/2022

  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.

  We had a sales rep come into our business peddling SpotOn credit card processing. After some research, which we saw negative reviews, we decided to give the processing a try. We tried for a week and had quite a bit of customer *****, so decided to cancel the processing. We contacted our rep, who gave us the number of who to reach in the home office. We called to cancel, and were told that a shipping label would be sent for return of processing machines. We have not received the labels. We have called 3 more times, and continue to be charged for services we requested to be canceled months ago. At this time we are still waiting...terrible customer service

  

  Business Response

  Date: 11/15/2022

  Tell us why heSpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately. We did immediately begin working on a resolution and *******************, SpotOn Success Manager, spoke to **** on November 14th to have this permanently resolve.  We completely understand the frustration you feel at working to have this matter resolved.  Admittedly this should have been handled before now.  

  
  Our research and conversation with **** seemed to indicate the issue stemmed from the dual pricing structure that resulted with customer complaints.  You felt that there were unfulfilled promises by the account executive **************************  We cannot confirm or deny conversations that occurred between you and **************** however it is our intent to find a fair settlement based on SpotOn policies and the Merchant Application along with assessment of the circumstances conveyed by *****************  

  
  It appears that **************** did agree to retrieve the hardware and did not fulfill that promise per Mr. ******* statement to ********************  *** did speak to **** on November 14th and apologized for any inconvenience caused to Nelsens Fine Jewelry.   We agreed to refund $155.07 once the terminal was returned. 
  *** did send out a return label to have the terminal shipped back and once received the refund will be processed.  SpotOn understands the frustration in having this request resolved.  We are sorry for for any inconvenience that *** have been caused to either you or ****************.  

  
  SpotOn has approved cancellation of the account without penalty and all future billing has been stopped.  

  We wish both of you and Nelsens Fine Jewelry much success in all their future endeavors.   We appreciate your patience while this matter was addressed and resolved. 
  
  re...

  Customer Answer

  Date: 11/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and as long as they follow through on their end, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************