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:08/18/2022

  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.

  *********************************************************************************************************
  
  RE: EPOS NOW
  South Tower Suite 2010 189 S. Orange Avenue
  Olando, FL 32801
  Phone: 1-855-434-3767
  Website: https://www.eposnow.com/us/
  Transaction Date: 4/29/2022
  Amount Paid: $974.53
  Payment Method: Credit Card
  
  Subject: POS System charges
  
  I helped my friend purchase this POS system as he has not received his EIN
  number to be able to open a buisness account at the bank and he has no credit
  cards to be able to purchase this unit. He has his store ready to go, so I
  assisted him. I explained this since the beginning to this company. Last month
  I was charged the monthly fee. I called they were to reimburse me thse charges
  and put his account on hold until July 27th 2022. Today again I received notice
  of another charge. I called again and now am still on hold 50 minutes later. I
  later read many reviews on this company, that my friend did not read. Please
  look into this for the people as I will stop their charges by cancelling the
  card I used to purchase this for my friend. But others feel they are being held
  hostage by EPOS for payments and their credit card charges which this company
  makes them use as part of the purchase. This complany has a well orchestrated
  scheme that they have perfected. They are using Florida as a base but I believe
  this company is based out of the US praying on folks all over. I will thank you
  in advance for your prompt attention to this matter. I have since been charged again on August 5th 2022
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 8, 2022/09/02) */
  Hi *******,
  
  Thank you for taking the time to reach out and disclose your issue.
  
  We are investigating this situation and will be reaching out to assist asap.
  
  We appreciate your patience in this matter and aim to have this resolved today.
  
  Kind regards
  
  
  Consumer Response /* (3000, 10, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The funds for the monthly charges have been reembursed at this time to me, which have been deducted since May. I will continue to monitor my accounts to insure no further funds are charged to my account as I am not the owner of this system. If all is in order for the coming months I will accept this as being resolved at that time. But not until then.
  
  
  Business Response /* (4000, 12, 2022/09/08) */
  Thank you for the response ********
  
  We will also monitor to ensure this matter is resolved.
  
  Kind regards

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Epos Now POS system. I have been very happy with the system, the support and how it made running my business easier. I also purchased a handheld unit and a kitchen printer.
  My business is seasonal. Since reopening in May I have had reporting issues that I have called about 10 times trying to fix the the issue. I have spent many hours with tech support but ended up being told back in June it would need to be elevated up to a higher support level. I waited and waited. I provided data from credit card reports supporting that the Epos reporting was way off.
  I finally did research and found an email address on this BBB site. I was contacted within hours of sending an email. Great. I then was contacted by Alfonso July 11 th. I went over the issue with him, provided again credit card reports and was again told it would be elevated. July 29th Alfonso requested log in information for my back office.
  The last communication from Allfonso was August 8th with another promise that it was being looked at.
  
  I am having to manually review receipts each day and seperate out taxable/nontaxable sales, manually track inventory, gratuities etc. This is all very time consumming and exactly what the system is supposed to be doing.
  Apparently they just don't seem to care because its been 3 months of this.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/08/16) */
  Hi ******,
  
  Thank you for taking the time to share your issues in detail and giving EposNow the chance to resolve them.
  
  After looking into your account we can see that Alfonso has escalated your issue correctly to our software team, who are actively triaging the issue.
  
  We apologize for the time it has taken to process this and want to reassure you that we absolutely do care and want to get this resolved for you asap!
  
  I have requested our software team provide me an update and in turn we will ensure you are kept in the loop as this progresses.
  
  I am hoping by tomorrow we will have further information to share with you.
  
  We greatly appreciate your patience and custom during this time.
  
  Kind regards
  
  
  Consumer Response /* (3000, 13, 2022/09/07) */
  I was contacted by Afonso via email stating that he would try to get an update as to what the status of my case is. It has been 7 days and I have not had further contact from Epos.
  
  
  Business Response /* (4000, 15, 2022/09/08) */
  Hi ******,
  
  We will be reaching out shortly to update you today 9/8/2022.
  
  We believe we have identified what is happening.
  
  Kind regards
  
  
  Consumer Response /* (4200, 17, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am still waiting for the information Alfonso referred to on September 8th.
  I have emailed him directly to ask he let me know when someone will be calling so I can be in front of the Till at that time.
  This request to be emailed a time for a call has also been added to this issue with Epos support.
  
  
  Business Response /* (4000, 19, 2022/09/22) */
  Hi ******,
  
  After reading through the case notes on the discrepancy issue we investigated our team came to the conclusion that marked bills were not being closed off on the POS correctly thus leading to the discrepancy.
  
  I will have Alfonso reach out again to ensure we are all on the same page on this particular situation.
  
  Kind regards

• Initial Complaint

  Date:08/05/2022

  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 had signed up back in January 2022 and told them right away that my business was not going to be open until April or May of 2022 and they said that was fine that nothing would start until I tell them(conversation with Chase V******). I bought the building and I needed to remodel it and as remodeling never goes as planned it took longer than expected. They started charging me in April for credit card processing that Chase V****** never told me there was a fee for and after multiple phone calls I finally got someone at EPOS now that said they would take care of this and make sure I got the money refunded and he would stop the charges and make sure I never got charged for this fee as I was not told about it. That was a lie as well this person did not refund the money and then was gone never answered my calls or emails again. In the meantime Jarred Onstead at EPOS Now is my trainer who was trying to schedule trainings before I was even done remodeling. I let him know I was not ready yet and he was going to check back with me. Well that never happened either he never trained me I ended up opening my buisness July 1st the only thing I received was an email saying "Congratulations On Your Graduation of training" They never trained me at all I had to wing it when I opened. Since opening I noticed that my numbers on the till just did not add up so i called them and spoke with Jonathan H***** on 7/20/2022 ,who after the call emailed me to see if I could take his call. I responded back "Yes" he never called but responded back this "Hello, I'm very sorry but our software agent is dealing with a serious issue and is unsure when they will be available again. I will try to update as soon as possible" So now their software agent has a more serious issue than mine and here we are August 5th 2022 and still have not received anything from them not a call or email. I have been charged when I shouldnt of been charged, not trained,their product is not working and they wont fix it.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Hi ******,
  
  Thank you for taking the time to share your issues and allow us the chance to make things right!
  
  Our support team has just tried to contact you via the phone number we have on file but had no luck getting through.
  
  You will receive an email from our team asking when to contact you to get all of this resolved.
  
  We value your custom and will do all in our power to ensure you are happy.
  
  Kind regards
  
  
  Consumer Response /* (3000, 7, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The software issue is still not resolved and they won't let me out of any and all contracts they have me in. They seem to think that this is all okay that since they are NOW attending to this issue (only because they received this complaint through the BBB) that they are holding up to there end of the contract. The complaint department person they assigned was very argumentative and I was apalede at what he was saying considering he had to answers for me besides that they are working on it. I addressed this issue 2-3 weeks ago and nothing I followed up last week and they had no answers.
  
  
  Business Response /* (4000, 12, 2022/09/06) */
  Hi ******,
  
  We are continuing to triage the issue within our team, we are incredibly sorry for the delay in this process.
  
  Please be assured that our software team is on the case and we have all the required information from you to resolve it.
  
  Due to the delay in resolution we have waived your bill for October, while we understand this doesn't resolve the issue we are incredibly sorry it has happened and isn't resolved yet.
  
  Kind regards
  
  
  Consumer Response /* (4200, 14, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is no resolution they have been saying that they are working on this since the middle of July. This is unacceptable and they need to void all contracts due to the poor performance, continuous issues and taking money when they shouldn't have.
  
  
  Business Response /* (4000, 16, 2022/09/08) */
  Hi ******,
  
  Unfortunately we will be unable to cancel your contract but will ensure as proposed that the issue is resolved asap.
  
  Kind regards
  
  
  Consumer Response /* (4200, 18, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We will see you in court then!!