Complaints

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

close

Find a Location

Success Systems, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Success Systems, Inc.

  383 Main Ave Ste 501 Norwalk, CT 06851-1543

• 

  Success Systems, Inc.

  45 Church St Ste 106 Stamford, CT 06906-1734

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:11/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally address a serious issue regarding unauthorized drafts made from my accounts totaling $1,438.80. Despite multiple attempts to contact your team via email and phone, I have yet to receive a response or acknowledgment of my concerns.
  
  Specifically, I request:
  1. Immediate cessation of any further unauthorized transactions.
  2. Documentation to substantiate that I provided authorization for the drafts in question.
  
  To resolve this matter promptly, I request a written response within 10 business days. Should this issue remain unresolved, I will be forced to escalate it to the relevant regulatory authorities or seek legal counsel to protect my rights.

  Business Response

  Date: 11/20/2024

  To whom it may concern,

  Contrary to the customers representations, we have reached out to the customer to explain the contractual obligations they committed to upon entering into a relationship with us. The Agreements are attached to this correspondence.  The customer terminated the services early and adopted a competitive system triggering a termination fee.  We will note that we only charge the customer 50% of the agreed fee.  Now the customer wishes to circumvent their agreed dispute resolution by filing a derogatory claim containing false representations with BBB in hopes of leveraging a favorable outcome. We urge BBB not to insert itself in a matter that already has a formal agreement and path for dispute resolution, BBB's insertion will undermine the path already agreed to in the resolution process.  In do so, erode our rights under the Agreement.

  Thank you 

  Customer Answer

  Date: 11/22/2024

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

  I am writing to respond to the company’s statements regarding the unauthorized drafts made from my account totaling $1,438.80. The company claims these charges are related to a breach of contract under the tobacco rebate program. However, I would like to address the following points for clarity and fairness:
  Lack of Prior Notification or Consent:
  At no time was I notified in advance, in writing or otherwise, that these charges would be initiated.
  I have not received any documentation or breakdown of how the charges were calculated or evidence to substantiate the claim of breach.
  Alleged Breach of Contract:
  I request that the company provide explicit details and evidence regarding the alleged breach of contract.
  Additionally, please furnish a copy of the signed agreement, specifically highlighting the terms related to the tobacco rebate program and the charges imposed.
  Dispute Resolution and Communication:
  The company’s claim that it has reached out to me is incorrect. The only communication I have received was their brief response, which failed to provide the details I requested.
  Despite my multiple attempts to seek further clarification, the company has not responded, leaving me no choice but to escalate the matter to BBB for assistance.
  Resolution of the Issue:
  While I am open to resolving this matter amicably, I require the company to substantiate its claims with the requested documentation.
  Until such documentation is provided, I maintain my position that these drafts were unauthorized and continue to seek a full refund.
  In summary, I reject the company’s assertion that my BBB complaint contains “false representations.” My actions are based on a lack of transparency and a failure by the company to respond adequately to my concerns. I trust BBB will continue to facilitate this dialogue impartially and ensure adherence to fair business practices.
  I respectfully request a formal written response addressing my concerns and providing the requested documentation within 10 business days.
  Sincerely,

  **** *****

  Business Response

  Date: 12/02/2024

  In our previous e-mail we included the commercial agreements that govern this business relationship.  the "USER" explicitly gave permission to draft accounts for amounts due.  In fact, the USER provided the banking information so we may do so.  Secondly, the USER agreed to the fees for violating the terms of the Agreement, also detailed in the agreement in the USER's possession. Clearly the USER is attempting to circumvent the dispute process in place by filing this defamatory and. inaccurate complaint. We once again ask BBB not to interfere or undermine our rights previously agreed to by the USER.  We have nothing further to add to this other than our prior evidence and explanation provided.

  We respect BBB's work, but given the false and misleading statements by the USER, we do not see tis as being the correct forum to adjudicate this matter.  The USER agreed to the proper forum and is welcome to file its grievance there. 

  Customer Answer

  Date: 12/08/2024

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

  Thank you for your continued assistance in this matter. I am writing to address the company's latest response and provide further clarification regarding the unauthorized drafts of $1,438.80.
  1. Review of Attached Agreement
  The company has provided a copy of the agreement as evidence of my authorization. After reviewing the document, I would like to raise the following concerns:
  Authorization for Drafts: While I acknowledge that the agreement outlines potential fees, there is no explicit indication that I was notified or consented to these charges in advance.
  Details of Breach and Calculation of Fees: The company has failed to provide a clear breakdown of how the charges were calculated. This is crucial to determining whether the charges are legitimate and in line with the agreement.
  Automatic Renewals and Notifications: The agreement states that the subscription automatically renews unless explicitly canceled. However, I was not notified of the renewal or the subsequent charges, which contradicts basic consumer protection principles regarding transparency and consent.
  2. Dispute Resolution
  The company claims I am attempting to circumvent the agreed dispute resolution process. However:
  The company has not provided clear instructions or information on how to initiate this process.
  Their failure to respond to my earlier attempts at communication left me with no choice but to escalate the matter to the BBB.
  3. Request for Clarification and Documentation
  To resolve this matter, I respectfully request the company to provide:
  A detailed breakdown of the $1,438.80 charges(total between two of my accounts), including the dates and basis for each draft.
  Evidence of notification sent to me prior to initiating these charges.
  Instructions for initiating the dispute resolution process outlined in the agreement.
  4. Resolution Request
  I remain open to an amicable resolution but cannot proceed without transparency and substantiation from the company. I request the company to provide the requested information within 10 business days. Should the company fail to do so, I reserve the right to escalate this matter further.
  Thank you for your continued assistance, and I look forward to a fair resolution.
  Sincerely,
  **** *****
  **** **** ***** **** ***** ****
  **** *********** ** *****

  Business Response

  Date: 12/09/2024

  Clearly the USER is using this forum to perform discovery.  Something they will need to do per the terms of their contract under the rules previously We have already provided a copy of the contract  They breached the terms of the agreement by cancelling our services and adopting a competitive system.  We are entitled to 2 years services per the following paragraph.  Contrary to their assertion they agreed to allow us to ACH funds and it was in full force at that time.  Any other correspondence or information (discovery) will need to be through the proper venue.  We are not and will not waive our rights under the Agreement with the USER.  We will not be responding further in this venue. Excerpt of their agreement are as follows:

  1.1.CONFIDENTIALITY. User agrees to hold in confidence any information which is related to Success’s business or is designated as confidential herein or otherwise, by Success.  User agrees not to use such designated information and material other than for performance of this Agreement.  User acknowledges and agrees that the Licensed Material contains proprietary and confidential information of Success and that the Licensed Material shall not be disclosed or disseminated to any third party without Success’s prior written consent. Nor will the User provide access to the Product to any competitor or non-essential employee. Because it is difficult to determine actual damages because of this breach, Due to the confidential nature of this service that User agrees that during the term of this agreement and one hundred and eighty days thereafter it will not install, test or use a competitive offering.  User agrees that Success may elect to recovery any and all actual damages, plus costs and fees, including attorneys’ fees for a breach of this provision, or elect to take payment from User equal to two years of the Fees for each violation.

  1.1.FEES AND PAYMENT.  The Fees consist of the total of the Processing Fee, the Set-up and Training Fee and any other fees set forth in this Agreement.  I also authorize my depository financial institution to honor these transfers. If I stop payment on these funds I agree to pay all costs associated with the recovery of the amounts that was dishonored by my bank Payment of all Fees must be made by a credit card account placed on file or e-check at Success, and the User’s checking account or credit card account will be charged one month’s security upfront, in addition to being charged the monthly Processing Fee.  Each month thereafter, Success is authorized to invoice the User and withdraw the Fees from the User account until the Agreement is terminated. Success may change the Fee upon thirty (30) days’ notice.  This notice may be given through Success’s web site during the registration process or during the term of this Agreement. All sales and Fees hereunder are final.  NO REFUNDS OR EXCHANGES WILL BE PERMITTED FOR ANY PRODUCT OR SERVICE.

• Initial Complaint

  Date:09/07/2023

  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.

  I have spent more than seven thousand dollars in purchasing success systems back office systems. After several months of wait, their integrations failed to work work. They cancelled our software license agreement without any notification.

  Business Response

  Date: 09/07/2023

  Success Systems has been providing services to the petroleum convenience, grocery liquor and tobacco retailers throughout the US for 40 years.  We have license over 35,000 in that time.  We have a strong reputation for services and quality.  To maintain our competitive and service advantage or Business contracts clearly state that a customer may not install a competitive solution during the time they use our products.  We do so for two reasons. 1.  We do not want our competitors gaining access to our confidential technologies and applications and 2.  competitive system interfered with the operation of our Licensed Goods.  While we are still investigating item 1, (we are tracing captured IP addresses) we do know that the competitive system did in fact interfere with the Licensed Goods on multiple occasions. The customer (USER) was not forthright in acknowledging the use of a competitive system.  In fact repeatedly denied its existence.  (please see attached letter). This causes a lot of wasted resources in chasing issues that would not have occurred had it not been for the interference caused by the competitive system.  The commercial business contract explicitly provide the Licensor with the right to terminate the agreement for the contractual breach, and the Licensor exercised its right to do so. 

  Now the USER is attempting to leverage this forum as a pawn to avid its contractual obligations.  The USER is required under the Agreement to bring its dispute to *********** ******** ***** not BBB.  We trust BBB will not interfere with our contractual rights be inserting itself in this matter. 

  WE are include a copy of the Agreement and Termination letter for for your files.  Should you need more information, please feel free to reach back out. 

   

  Business Response

  Date: 09/07/2023

  Date Sent: 9/7/2023 10:36:37 AM
  

  Success Systems has been providing services to the petroleum convenience, grocery liquor and tobacco retailers throughout the US for 40 years.  We have license over 35,000 in that time.  We have a strong reputation for services and quality.  To maintain our competitive and service advantage or Business contracts clearly state that a customer may not install a competitive solution during the time they use our products.  We do so for two reasons. 1.  We do not want our competitors gaining access to our confidential technologies and applications and 2.  competitive system interfered with the operation of our Licensed Goods.  While we are still investigating item 1, (we are tracing captured IP addresses) we do know that the competitive system did in fact interfere with the Licensed Goods on multiple occasions. The customer (USER) was not forthright in acknowledging the use of a competitive system.  In fact repeatedly denied its existence.  (please see attached letter). This causes a lot of wasted resources in chasing issues that would not have occurred had it not been for the interference caused by the competitive system.  The commercial business contract explicitly provide the Licensor with the right to terminate the agreement for the contractual breach, and the Licensor exercised its right to do so. 

  Now the USER is attempting to leverage this forum as a pawn to avid its contractual obligations.  The USER is required under the Agreement to bring its dispute to *********** ******** ***** not BBB.  We trust BBB will not interfere with our contractual rights be inserting itself in this matter. 

  WE are include a copy of the Agreement and Termination letter for for your files.  Should you need more information, please feel free to reach back out. 

   

  Customer Answer

  Date: 09/07/2023

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

  Vendor Success System is gas-lighting the issue. Success System promises following key features with the purchase of their ePB-Books ***************************************:

  1. Electronic PriceBook (ePB-Books) --> This is supposed to come with Electronic invoicing (eDI), promotions management, fuel price management, reporting and many other features. More than 50% of claimed ePBook features do not work. They claim on their website partnership/integrations with major manufacturers like *****, ****, ********, *****  etc. and we are ***** branded gas station using meeting all the hardware requirements, even then our eDI invoicing never worked even for common name brands like *****, ****, ****** (*****) and many common grocery supply distributors like **** which would work with other backoffice systems like ModiSoft, would not work for success systems.

  Most of their reports generated zero data, promotions would not update prices in POS, fuel price management also never worked. I have attached copies of dozen of emails conversations with their support staff in this matetr.

  2.State Lottery Tracking / Lottery-Trak - They promised you will save thousands of dollars just by having your lottery ticket sales tracked with their lottery trak portal and that it works with 100s of their other Texas clients. As attached email records will show, from October of last year, up until August of this year Lottery intregration with Texas State lottery portal never worked. They made me and my staff spent countless hours for entering data into their portals and even then we got zero results.

  3. ItsReal Time: This was one of the major reasons I went with purchasing this system. They promised you will be able to monitor your store and fuel sales realtime. Attached dozens of emails will show up until March of this year their realtime integration didn't work at all (zero data) and then it worked for a month but data was completely skewed as it would error out once sales will hit beyond tripple digits (999), and didn't show fuel sales at all. It is quite evident that instead of fixing the integration problem, they started feeding junk data in our portal to keep us from calling their support. Finally after many failed attempts, we gave up on ItsRealtime ever working. In around May of this year, we received FREE webservice from ************, which all Indepdent Co-OP Buyers members gets. There are thousands of members out there that are using ************ to complement their back-office systems. Success System and their owner Scott is cajoling us to believe that the fine print in their contract porhibits us from purchasing any other service. First of all, we didn't purchase any new service, it is FREE, 2nd we are using that in lieu of their ItsRealTime webservice which never worked. I have had the contract reviewed by the attorney and there is no where in no where in it where it state they have right to terminate entrirety of the agreement because client started using another service in lieu of their committed services which never worked, in our case for almost 9 months , we are still waiting for any of our integrations to work, as they had contractually promised.

  4. Success systems and their account Manager (Vincent) had all along been informed that we were using ************ only for real time sales monitoring as their own system has not been working after many months of follow up. He was totally ok with that as long as we are not using their e-book in conflict to their which we assured him in writing as well, as that was the only thing which was working somewhats after we had spent close 7k USD and countless staff hours setting up the ePBook. Now recently (somewhere around in early August) after my team reached out to them for support with regards to reporting and lottery integration, Vincent started pushing me to purchase additional products from themr like their Quickbooks integration module and the smoking Rebates service. I told him clearly (as attached emails would show) that only way I would consider such is after they fix our lottery and realtime integration - as using two systems is not scalable for us as well. Now instead of fixing the integrations for us, the owner is cajoling us into giving up legal remediation even after staff had agreed on restoring the access. Microsoft would not cancel your MS office license if you also purchase Google workspace account. These kind of heavy handed ness aproach is unheard of. They sent us termination notice more than 30 days after blocking out account.

  At this point we are demand a complete refund of all the software license purchase amount as more than 70% of the promised features are not working. 

   

  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 09/08/2023

  This is a business/commercial transaction.  The USER agreed to a forum for disputes.  While we appreciate the work of BBB, this is not the right forum or agreed forum.  It is challenging to resolve an issue when the USER is not forthright.  It is impossible for our application to work correctly when the USER hides a contractual breach, which interferes with that applications intended operation and continually sends the support center down unnecessary rabbit holes.  We are well within our contractual rights to take the action that we did and it was very justified under the circumstances. 

  We do want to thank BBB for its attempt to resolve this but, as you can see the USER accepts no responsibility and you just can not solve problems that way. We hope and trust BBB will not interfere with our contractual rights in this mater.