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:11/08/2022

  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.

  The company sent a man to walk into my business. He is recorded on my security cameras. he promised to install the *** equipment with no charge, and I can try it for 3 months. He said you can cancel any time for no fee during that time. He asked me to sign a paper and said he would give me a copy. I am not a native English speaker and he used that to his advantage, talking fast and running a scam. He did not give me a copy of any paper I signed and I only singed one paper that said I can cancel with no charge. I used the system for 3 weeks. It was TERRIBLE. It is the worst system I have seen it takes so long to do anything and I was losing customers. My staff was very frustrated. They offer CHARGED technical support. The system was set up incorrectly and nobody bothered to ask me how I wanted it set up. I called MANY times to cancel. All are on the security videos. The man who sold me the product, REED C., ignored me. He had many excuses and then stopped taking my calls and sent me straight to voicemail. He refused to come pick up the equipment. They are simply scammers. Then they started taking money from my bank account without authorization. They took over $700 from my account, then $275, plus $2000. This for a "FREE" trial. No matter how many times I call they do not respond. I had to get a lawyer to call from a different phone number to get the sales guy to answer and he blames it on the corporate office. This is a terrible product an they scam you into stealing money from your bank account. I have no receipts because they did not give me any nor did they give me a copy of any contract or a receipt, I have no paperwork at all. He knows I am native Spanish speaker and do not understand and he used that to scam me.

  

  Business Response

  Date: 11/11/2022

  RESPONSE- Please see attachments included above. 

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18374741
  
  I am rejecting this response because:
  

  *********** has a very long history - demonstrated in this very website, of deceptive business practices.  They allege they have "tried to reach **************** by phone" but they have already been informed that he does not speak english".  ************ though that sales rep ***** on non native english speaking businesses.  *********** was requested to provide copies of any documents allegedly signed by *********************, and has yet to do so but is happy to come up with smoke and mirrors to try to cover up their deceptive business practices and inappropriate sales representative behaviors.

   

  *********** was notified that the system did not work and was nonfunctional within a week of it being installed, they then charged **************** $275 for "tech-support quote to make the system work as it was promised and as we sit here today it still does not work. *********** stopped using the system within a week after that call because it simply doesn't work for their business. And instead of just gracefully taking the system back and going on about their business, spot on continue to take money from the client bank account without authorization or permission. To be clear, the company asked to cancel this contract immediately and rather than do what the customer asked, because the system that was provided with simply not appropriate for their business and never should've been installed in the first place however that has a lot to do with the sales personnel and their deceptive business practices, and instead of gracefully taking back the product and going on about their day they continue to steal money from a legal Mexican immigrant who is just trying to make a living for his family. It is disgraceful.

  Please note that there is no offer there's a lot of excuses and smoke and mirrors.  **************** doesn't have to prove anything I'm waiting for the company to lie so then I can show the video and it will prove that they are lying. Maybe they should get with their sales rep and find out what he actually said. Because when I called him he told me that he promised him a free trial but you can't cancel it so that's not a free trial. I expect if you ask the sales rep what was said he will probably admit what he said knowing that in fact he was standing right in front of the companies security cameras.  Rather than take responsibility for the illicit actions of a rogue sales representative this company is attempting to dodge responsibility as it seems is common based upon all the complaints located in this better business bureau website. To be clear, my client is willing to return all the equipment and request a full refund and he will not then request the attorneys fees for all the attorney involved when he had to get just to make this right from their deceptive business practices.  Otherwise my next step is circuit court.

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

  

  Business Response

  Date: 11/15/2022

  We understand the frustration felt in resolving this matter and have agreed to honor any substantiated claims made by the merchant regarding the account executive.  As previously stated, please provide any written evidence or the videos to demonstrate the guarantee of a trial period and we will honor that agreement.  We have provided the signed Merchant Application as well which does not contain any trial period stipulations.  We have reached out by telephone on multiple occasions to speak directly to ****** and offered to schedule a Zoom meeting with fully bilingual leadership to ensure there is no miscommunication. Please contact us directly at ******************************************** and *********************************** to have a meeting scheduled.  

  We appreciate the opportunity to be of service and look forward to speaking to you directly.  We are confident that a reasonable remedy can be found and/or that we are able to satisfactorily explain the terms of the services and options that exist.  In addition, a merchant may elect to remain with SpotOn for the full year to avoid equipment charges related to subsidized pricing per the Merchant Application.   

   

  Thank you for your time and consideration.  

   

   

   

• Initial Complaint

  Date:10/10/2022

  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 tried their pos system for 2 days and returned all of the equipment and cancelled thepos system. Yet they still took money from my account for the equipment and the services. They refuse to give me my money back saying the equipment was damaged and one piece missing but I have the tracking numbers and my sales rep was there at the time of packaging and verified the equipment was package fully and correctly. They owe me $115.00 as of 10-10-22. I can not stop bank payment per my rep because they won't be able to refund my money. Please help. The vice president of sales was emailed several times by customer service and my sales rep but the person refuses to reply.

  

  Business Response

  Date: 10/12/2022

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

  
  Please note that we did reach out to *************************** immediately and had previously been working on confirmation of receipt of hardware.   This process can take up to 30 days as our deployment center ships out thousands of POS terminals monthly.  A refund of $224.18 has already been processed and deposited into Back ******************** account.  The account has been terminated and no further action is warranted. 

  
  ******************* spoke to the **********************************, and the account executive yesterday.  He was able to verify that all equipment had been returned by working directly with the Deployment team as not all packages had been logged as they were received a few days ago.  We have removed all pending charges and refunded appropriate fees.  Once the credits successfully posted the account was closed.  

  
  SpotOn understands the frustration in having this request resolved.  We did act accordingly and expeditiously based on standard time lines. 

  We do apologize for any inconvenience that *** have been caused to ******** or her business.   SpotOn has approved cancellation of the account without penalty and all future billing has been stopped.  We wish ******** and the Back Porch Boutique much success in all their future endeavors.  
  
  ..

• Initial Complaint

  Date:09/21/2022

  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 worked with spot on over two years now. We have grown our business which brings a higher ticket price. *** contacted spot on and they told us that we could run any transaction in which we would like. We grew the business and now offer an additional service. We started running the cards and they stop depositing our funds. I have called them every single day for 10 days every day is some other excuse of why they are busy and cannot talk to me. I am just begging and pleading for them to deposit my funds so I can continue doing business. Now out of nowhere they said that they have to hold the funds for six months. We are just asking them to deposit the funds and we will be happy to take her business somewhere else. This is A complete disaster and can possibly put me out of business. Can somebody please help me

  

  Business Response

  Date: 09/25/2022

  We certainly understand the frustration that this situation has caused all parties involved.  SpotOn must adhere to all internal, banking, and payment industry policies and regulations.  SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution within company guidelines.  

  
  Please note that our Risk team has been in regular contact with ***************************, spouse, of *********************** regarding this matter.  The issue surrounds a refund issued by the merchant to one of their customers.  It is standard practice that when any account issues a refund to one of their customers, SpotOn holds those funds until the refund successfully processes and then the reserved funds are released.  If the funds are not available in the merchants account to refund their customer then ********************** will release the reserved funds after waiting for the refund to fund from the merchants bank.  
  ***************************, Risk Leadership at SpotOn, was regularly engaged with *********************. In fact, they exchanged emails after the complaint was received.  *****************************, ************** Manager, spoke to ***** directly on Friday September 23rd to reiterate SpotOn policies, payment industry standards, and the process for refunds to be handled.  ************************* remain frustrated and maintains SpotOn is behaving in a fraudulent manner.  This is not the case.  

  
  ******* advised the merchant prior to changing their services to include memberships would would substantially elevate the risk level associated with their merchant account.  ******* explained that SpotOn would would hold a reserve on membership transactions.  ******************** then sold a membership to one of their customers and split up the charges into three payments to possibly avoid a High Ticket limit and potentially hide the fact that it was for a yearly membership fee. The held funds are $4092.75. 
  When our Risk team requested documentation SpotOn confirmed it was a membership fee.  At that point ******************** was advised that half of those funds would be held as previously discussed. ********, ***************************, denied being advised of this practice and policy.  ******* reminded reminded the merchant of the previous discussion regarding this topic on September 7th.  ***** and *********************** demanded we close their account and refund their customers credit card.  SpotOn has closed Crescents merchant account.  The funds are currently being held waiting for the debit to clear from the merchants bank account.  *************************** has stated no funds exists in that bank account so SpotOn will use the reserved funds toward the refund once we have verified that the refund cannot be processed via the merchants bank account, standard protocol. 

  
  The monies for the refund begin processing when the refund is issued.  If ******************** bank has insufficient funds then then the *** will bounce back to SpotOn to pay the refund which is why the funds are held initially.  Technically, SpotOn fronts the money for the refund and then pay ourselves back with the debit.  The refund processes regardless. The held funds will be used to pay SpotOn back for the refund when their account rejects.  

  
  SpotOn certainly empathizes with the frustration caused and are sorry for any inconvenience this may have caused to either the ******** or their customer.  ********************** has adhered to all risk guidelines and refund protocols in this case.  The request to close the account has been fulfilled and the refund will be provided to their customer.
  
  e...

• Initial Complaint

  Date:08/29/2022

  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.

  I orded a *** system from SpotOn in May. It took them 3 months to get it running! In those 3 months it was not useable they charged $60 a month for the product, along with the *** system costing $600. When I was finally able to use it in late July the *** system gave incorrect reporting on sales. I decided to return it on August 4th, they rescived the product on August 8th. I was told I would get a refund 6 business days after they received the product, it is now August 27th and I have not received a refund. I have tried reaching out through phone and email and not gotten a response back.

  

  Business Response

  Date: 08/31/2022

  We have resolved this issue entirely with *****************.  We understand the stress by not receiving a response to your request sooner as that is not the way our organization operates.   SpotOn takes all client concerns and feedback seriously and is committed to acting on finding appropriate resolution immediately.  *********************** was assigned to this complaint to provide immediate relief and attention and to expedite cancellation of the account and the agreed upon refund.  We acknowledge that this solution was not a good fit for ***************** and the implementation took longer than the client expected.  We have processed the refund for $598.95 today and expedited processing for a deposit date of September 1, 2022.   Please direct any future inquiries to our retail success team at Telephone Number ************** or email us at **********************************.

  We apologize for any inconvenience this may have caused and we certainly empathize with the frustration felt relating to appropriate reporting.  Your concerns have been conveyed to our ****************** team.  
  

  We wish you the very best in all your future endeavors.  
  

  Customer Answer

  Date: 09/01/2022

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