Harbortouch Point of Sale System

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Harbortouch POS & United Bank Charge Before Your Business Opens!
Posted by on
Rating: 1/51
ALLENTOWN, PENNSYLVANIA -- I called Harbortouch since I heard their Point of Sale system was cheaper and worked allright. I told them my shop was not open and I could not give them an opening date due to construction problems, and I also let them know I didn't even purchase the business license yet since I wasn't ready to open. However, Customer Service called me almost every day to get my contract signed. They told me I needed to open a bank account simply in order to open the account, and that money would be taken out only after the business opened. It felt harassing by all the phone calls and couldn't believe the audacity of this company getting their Customer Service center to bug me every day, but I wanted a POS system, so I opened the account with a minimum deposit and signed.

However, Harbortouch began withdrawing from my new business account for the POS system, even though I had informed both the representative as well as Customer Service to explain the shop would not be open for some time. I had made it a point to call them again to make sure they knew.

I was NOT in possession of anything from Harbortouch except for the contract. That is; the shop was being worked on, there was no system, no register, etc.. I wasn't aware of the withdrawals from my bank account until I went to make a personal account deposit and the bank teller told me that my new business account was overdrafted.

The bank called United Bank which does the processing for Harbortouch. We discovered that they were charging $30.00 over and above the Harbortouch monthly fee. That was a surprise, because Harbortouch only tells you it only costs $59 or $69 depending on which register you get. United Bank agreed to refund a certain amount but did not remedy the overdrafts, and neither did my bank. They said that I would continue to be charged whether or not the business is open, because I signed a contract.

My bank told me that Harbortouch and United Bank are responsible for the overdraft fees. However, Harbortouch was not getting back to me and when they did, did not refund the fees or offer any solution. They also said I signed a contract so I can be charged. Customer Service only gave me robot-like answers every time, as if reading a script, and no one spoke to me like a normal person having a normal conversation.

What happened then is that my bank went into my personal account and took out the money to cover Harbortouch and United Bank. It felt as if I were robbed. In the middle of trying to open my business, I had to deal with all this trouble from Harbortouch and United Bank.

I called, texted, and e-mailed the rep, who didn't even bother to get back to me until after I made a complaint. She told me that only Customer Service handles this. Customer Service is only a bunch of fast-talking automatons who do not have any responsibility or authority and will not resolve problems. They refused to remedy the overdrafts and take a hard-line stance that you signed a contract so you have to pay, regardless of whether your business is open or not.

If you want to cancel, you will be charged $35.00 per month for the entire contract, or $250.00 whichever is greater. I called them to find out whether, if you go ahead and pay the $250.00, if you will also be charged $35.00 a month from the United Bank processing side of the cancellation. They seemed unwilling or incapable of answering this question. They said time and time again "it says clearly you will be charged $250 or $35.00 whichever is greater". I refused to get off the phone until they answered me. Still, the answer still wasn't very clear. They refused to send me an e-mail clearly stating what the cancellation fee would be. Of course, I didn't want to get scammed by paying the $250.00 fee then also having to pay $35.00 a month for 3 years or more, so I needed a clear answer.

I wanted to write a letter about this experience to the CEO whom Customer Service said is Jared Isaacman; however they aren't willing to give any e-mail to write to their CEO or to any assistant of his. The supervisor in Customer Service seemed equally hard-line about backing up their reasons that they take so much money from you before your business is even open.

I had to close my new business account and also put stop payment on any withdrawals.

In the end, I lost $431.00 for absolutely NOTHING but headaches.
     
Read 5 RepliesAdd reply
User Replies:
DebtorBasher on 2013-05-05:
You can Email him at:

Jared@harbortouch.com
Jared Isaacman on 2013-05-06:
I am sorry to hear about the issues you have experienced with Harbortouch. It is our goal to provide exceptional customer satisfaction and we will do everything in our power to resolve your issue in order to achieve this goal. We have 24/7 phone support available to all of our customers and if your issue has not been resolved by these departments, we typically recommend contacting your sales representative to have the issue escalated within the organization. However, it sounds like your sales rep has been unresponsive in this case and customer support has been unable to resolve the issue. Please feel free to contact me personally at jared@harbortouch.com if I can be of further assistance. Please let me know the name of your business and merchant ID number in your email.
DebtorBasher on 2013-05-06:
Thank you for responding so quickly Jared. Hopefully, your customer will return to read your response and have their issue satisfied. Also, if you look below the comment entry box, you will find a link that will allow for a company's response. I believe that will allow your response to be at the top of the member's comments, and not be lost among them.
Dan on 2013-08-06:
I have a similar situation. My called a sale rep and ask for prices, he always want me to sign the paper in order to talk further. I signed it and later know it is a contract. So they take money out of my bank every month and eventually an yearly fee. I called them and they say because I've signed the contract even tho I didn't get any services they couldn't do anything about it. To cancel it I have to pay $250. I think their sale reps are the best scam artist and their company won't do anything.
Chris on 2013-09-24:
As the old saying goes, "if it sounds to good to be true, then it probably is!" I am a sales person for a POS company, FuturePOS, and I can honestly say this, READ THE CONTRACT BEFORE SIGNING ANYTHING.
If you don't, then shame on you. You are agreeing to several things that may have not been made crystal clear to you in your meetings with the HT sales rep.

First, a system is a terminal, cash drawer and printer..cost $69/month for the all-in-one terminals.

Second, $59/qtr for software support per system BUT you the customer are responsible for installing the software and you only have 4 weeks from the time the new version is made available or you are out of compliance. They can charge you or refuse service if you call with an issue. READ THE CONTRACT and ANY EXHIBITS!

Third, they are your CC processor and can change rates ANYTIME and you have no choice in the matter, nor can you change processors.

Fourth, on-site service in the event something goes down or breaks, do they offer it? 99% of the time the answer is NO. I have known of only one HT guy that actually makes service calls. And I sell in a very large metropolitan area.

Fifth, you sign a PERSONAL GUARANTEE for the value of the contract.

By the time you add all the costs with this system, it usually costs more than a system from FuturePOS, Aloha or Micros and
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