Harbortouch Review


Overall Rating Breakdown
Sales & Marketing Tactics
Costs & Contract Terms
Complaints & Service
BBB Rating

Harbortouch Overall Rating

"C-" Credit Card Processor Rating

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Jump to: Sales & Marketing | Costs & Contract | Complaints & Service | BBB Complaints

Harbortouch Overview

Harbortouch Logo

Harbortouch Logo

Harbortouch (harbortouch.com) is a merchant account provider based in Allentown, Pennsylvania. Launched in 1999, the company provides card processing services, point-of-sale systems, electronic cash registers, and card processing terminals to U.S. merchants. It appears that Harbortouch acquired, was acquired by, or is otherwise associated with United Bank Card. Harbortouch also provides and online payment gateway through Authorize.net, gift and loyalty cards, check services, cash advances and more.

Harbortouch claims to handle merchant accounts for over 110,000 business locations and process in excess of $9 billion annually. The company is a registered ISO/MSP of First National Bank of Omaha in Omaha, Nebraska.

Harbortouch Sales & Marketing Tactics | C

Key Points – Sales & Marketing 
Uses independent resellers? Yes
Promotes deceptive rate quotes? No
Discloses all important terms? No

Harbortouch hires independently contracted sales agents (ISAs) to resell its merchant account services. This is a standard practice within the industry that often results in unregulated or unsupervised agents reselling a provider’s services without effectively disclosing contract terms. On this website and elsewhere, reports are common of a Harbortouch sales representative promising to waive fees or provide month-to-month contracts only to fail to follow through, leaving the merchant on the hook for some unfavorable contract terms.

Online complaints seem to indicate that a common point of miscommunication has to do with Harbortouch’s heavily promoted deals for free equipment or a free POS system. Some merchants report that they agreed to receive free equipment or software but cancelled before receiving or implementing these services, only to be charged with a cancellation fee. It is our policy to hold companies responsible for the conduct of their sales agents, and we therefore award Harbortouch an average grade of “C” in this category.

Harbortouch Marketing Example

Harbortouch Costs & Contract Terms | D

Key Points – Costs & Contract Terms
Swiped rate: Variable
Keyed-in rate: Variable
Termination fee: $250+
PCI compliance fee: $99 per year
Equipment lease: Variable (up to 5 years)

The Harbortouch terms and conditions (available below) outline a three-year agreement with automatic renewal for two-year terms, a Liquidated Damages early termination fee of either $250 or the number of remaining months in the contract multiplied by $35 (whichever is greater), and transaction fees according to a tiered pricing schedule. Merchants who receive equipment from the company will be subject to a $79 annual fee and a $99 annual security fee.

Despite these official terms, the company’s use of independent sales agents means that contract terms may vary from agent to agent. A representative of the company confirmed in the comment section of this review that many of the contract terms are liable to be altered by a given sales representative, so merchants are advised to review contracts carefully and only deal with agents they trust. Multiple complaints have described a situation in which a sales agent agreed to waive or alter certain fees and then failed to follow through on those changes. It seems merchants should be aware that they will likely be on the hook for the actual language of the contract in some cases, rather than the specific deal reached with their agent.

Click here to see a copy of the standard Harbortouch terms and conditions
Harbortouch Terms and Conditions

Harbortouch Complaints & Service | C-

Key Points – Complaints & Service
Total complaints: 70+
Live customer support: Yes
Most common complaint: Undisclosed fees

Harbortouch is showing a moderate-to-high number of complaints for a company of its size, almost all of which cite deceptive sales tactics and apathetic customer support. It appears that Harbortouch has paid Ripoff Report to be a part of that site’s corporate advocacy program, which allows Harbortouch to flood Ripoff Report with dozens of identical testimonials in an effort to obscure the details of merchant complaints.

We had previously given Harbortouch a “B-” in this category based on the fact that the company’s representatives seemed to actively respond to merchant complaints on many websites. Given the company’s attempt to cover up its reputation on Ripoff Report rather than respond to public complaints, we are inclined to lower Harbortouch’s rating at this time. Harbortouch offers email and phone support on its website in addition to equipment and software manuals.

Harbortouch BBB Report | C- (CPO Adjusted)

Key Points – BBB Report
Product/service: 121
Billing/collection: 86
Advertising/sales: 23
Guarantee/warranty: 0
Delivery: 2

Harbortouch has been an accredited business with the Better Business Bureau (BBB) since 2013. As of this review, the company currently holds an “A“ rating with the BBB and has had 232 complaints filed against it in the last 36 months. The bulk of these complaints (121) stemmed from problems with Harbortouch’s products and services. Eighty-six complaints were filed regarding billing and collections issues, 23 involved problems with advertising or sales, and two were filed in regards to delivery issues. Of the total complaints, 195 were successfully resolved. Harbortouch responded to the remaining 37; however, these were not resolved to the customers’ satisfaction.

Outside of the BBB, we located approximately 70 other complaints. Many of the complaints noted that unauthorized fees were charged to customers’ accounts and that several were charged annual fees multiple times a year. Additionally, several customers cited poor customer service and deceptive selling practices. Because of these factors, we have adjusted the BBB’s rating to a “C-.” To better understand why we adjust BBB ratings, please see our Rating Criteria.

Bottom Line

Harbortouch rates as slightly below average in almost every section of this review because its practices are roughly standard for the industry. Harbortouch’s use of independent sales agents appears to be generating a high number of complaints about the company, and the contract terms they offer vary from agent to agent. Of additional note is Harbortouch’s unclear affiliation with United Bank Card, a company with similarly average ratings from our site.

This review was originally published on 2/18/13 and was last updated on 7/16/14.

Leave your review of Harbortouch in the comment section below:


Harbortouch Review

Rated 1.875 Out of 5 Stars
Reviewed by Phillip Parker
Reviewed on 2014-07-16 14:22:49

Harbortouch (harbortouch.com) has approximately 300 public complaints, and many of these accuse the company of being a scam or ripoff. Several of the Harbortouch complaints noted that unauthorized fees were debited from merchants’ accounts and that several were charged annual fees multiple times a year. Additionally, several customers cited… Learn more in this Harbortouch review.

 

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About the author

Phillip Parker

Phillip Parker is a former merchant services agent turned small business advocate and the author of "Fee Sweep," which teaches merchants how to dramatically lower their processing rates, eliminate junk fees, and avoid fine-print scams. He founded CardPaymentOptions.com to help merchants enact positive change in the credit card processing industry.



 
Phillip can help you find an ethical and honest processor that will offer you great rates. Click here to request a free provider consultation.

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30 comments

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  1. HarbortouchNJ

    Please note that the term for the Harbortouch POS agreement has been reduced to 36 months for all new merchants. The $69/monthly hardware support fee & $60/quarterly software support fee remain the same. If you are dis-satisfied with your credit card processing rate simply call Harbortouch customer service and request a ‘rate review’. Your total cost of ownership for a Harbortouch POS is significantly cheaper that purchasing or leasing a similar POS such as Micros or Aloha.

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  2. Terri S.

    Harbortouch intentionally lies and cheats merchants out of hard-earned money by INTENTIONALLY NOT DISCLOSING THE TERMS AND CONDITIONS to those merchants.

    How convenient, Curtis Stevens, that you blame the misunderstandings on INDEPENDENT SALES REPS and refuse to do the ethical thing and be an honorable company. You are CROOKS and THIEVES!!!! You allow your sales reps to say whatever they want to say in order to get a signed contract.

    MERCHANTS: Who in their right freaking mind would sign ANY CONTRACT that has the following disclaimer as the last paragraph on the last page of their Terms and Conditions???:

    “10.13 Entire Agreement: HARBORTOUCH’S REPRESENTATIVES MAY HAVE MADE ORAL STATEMENTS REGARDING THE EQUIPMENT, SOFTWARE OR SERVICES SET FORTH HEREIN. NONE OF THE ORAL STATEMENTS CONSTITUTE WARRANTIES, MERCHANT SHALL NOT RELY ON ANY OF THEM, AND THEY ARE NOT PART OF THE AGREEMENT. THIS AGREEMENT, INCLUDING THE EXHIBITS ATTACHED HERETO AND INCORPORATED AS AN INTEGRAL PART OF THIS AGREEMENT, CONSTITUTES THE ENTIRE AGREEMENT OF THE PARTIES WITH RESPECT TO THE SUBJECT MATTER HEREOF, AND SUPERSEDES ALL PREVIOUS PROPOSALS, ORAL OR WRITTEN, AND ALL NEGOTIATIONS, CONVERSATION OR DISCUSSIONS HERETOFORE HAD BETWEEN THE PARTIES RELATED TO THIS AGREEMENT. CUSTOMER ACKNOWLEDGES THAT IT HAS NOT BEEN INDUCED TO ENTER INTO THIS AGREEMENT BY ANY REPRESENTATIONS OR STATEMENTS, ORAL OR WRITTEN, NOT EXPRESSLY CONTAINED HEREIN.”

    What the hell does that mean? I’ll tell you what it means!!! That no matter what a representative told you or wrote down or emailed you or faxed you or promised you regarding this agreement with Harbortouch, it doesn’t mean SQUAT. They can say anything they want, even outright lie to you, and their a$$ is covered by this paragraph alone.

    Never in all my years of dealing with credit card processing companies and POS companies have I ever seen such a blatant display of INTENTION TO DEFRAUD and flagrant DISREGARD FOR ETHICS.

    HARBORTOUCH, YOUR COMPANY IS SLIME. YOU LIE. YOU CHEAT. YOU STEAL. And you intentionally defraud your customers.

    Rot in HADES…….. with all your ill-gotten gains……..

    Terri S – Minnesota

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    1. Curtis Stevens

      Terri,

      Based on what you are saying, it doesn’t sound like you are a current or previous client of Harbortouch, but a competitor, which removes any validity to your comments. Plus, it isn’t good business to bash other companies, makes you look bad.

      Harbortouch doesn’t have employees selling their products. They use outside, independent agents/contractors to sell their system. We as a contractor, are responsible for selling the system, they have no control or knowledge over what we say or do since we are not even at their place of business. With that said, Harbortouch must have that clause in the agreement or an agent (a good or rogue agent) could promise the merchant the moon. Sign here and we will pay you one million dollars. Without that clause, it could open Harbortouch up to a lot of liability by simply want some sales person says. Harbortouch can only honor the agreement. HOWEVER, the application and paperwork spells everything out. It lists all the pricing, what is included, etc. So it doesn’t matter what the rep says as it is all covered in the documents the merchant sign. So if an agent doesn’t disclose everything orally, the merchant can still read all the details on the documents they must sign to get approved. This also allows them to verify if everything they’ve been told is true as well.

      In short, before the merchant signs up, they can legally verify everything to avoid and prevent any possibility of the concerns you are bringing up. All terms and conditions are disclosed to the merchant. They must sign them before even getting approved. If Harbortouch was such a bad company, I wouldn’t be in business selling their product, have hundreds of merchants all over the country and be able to make a living.

      Curtis

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  3. Leeanne

    When our business closed, Harbortouch told us we could cancel contract in 90 days with no fees. When we returned equipment they charged us $7380. In June of 2014 we were forced to close our business. In July 2014 we called Harbortouch, since we were only one year into a 5 year contract with them for our POS system. We explained the situation and the representative told us that if we waited 3 months, until October, then we could return the equipment and cancel the services and avoid any further charges or obligations. So we continued to pay for the services, and as instructed, in early October we cancelled the service and returned the POS system equipment. We specifically asked if there would be ANY additional fees or charges of any kind, and we were assured that there would not be. Then in late October, I received a Non-Sufficient Funds letter from my bank saying that Harbortouch had attempted to withdraw $7380 from our account without our knowledge. When I called Harbortouch about it, they said that the charge was for “Contract Termination Fees”. When we told them that we’d been told specifically that there would be no additional fees, they brought up the contract over and over again. When we explained that we were told we could cancel the contract if we waited and sent the equipment back in 3 months, they said that only one part of the contract was cancelled, and that we must have misunderstood. But their representative had been very clear with us that we would be able to cancel ALL of the contract with NO additional fees. I believe that their practices are very unethical. They are trying to collect “Cancellation Fees” that equal the amount of 4 years of services, even though we have returned all of their equipment and they will not be providing us with ANY more services.

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    1. Odean

      They did the SAME EXACT THING to me. DO NOT Make the same mistake we did….DO NOT SIGN THE CONTRACT!!!! They are Liars, Cheaters and deceivers. They make their money off of small business owners that cannot afford to fight their shady dealings.

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    2. Curtis Stevens

      Hi Leeanne,

      I do apologize if there were any misunderstandings between you and Harbortouch. When you spoke to customer service at Harbortouch, there must have been some kind of misunderstanding regarding the cancellation fees. The 90 days notice or waiting 3 months for no other fees to apply has to do with the merchant account. There would be no early cancellation fees with the processing contract if you give 90 days notice. The POS agreement is a separate contract and sounds like the cancellation fees for that were not made very clear. I do apologize for the mix-up between those two contracts. Unfortunately, when a merchant cancels before the contract term is up, Harbortouch is at a significant loss. Merchants are required to send the equipment back and also pay the remaining service agreement as if they would for the entire contract term. Receiving equipment back doesn’t make up the thousands of dollars that was initially invested in your business that we haven’t been able to recoup through the life of the contract. The best thing we can do with the used POS is spare parts. Every merchant receives a brand new system, just like you did when you signed up. So if we invested $8,000 by placing two POS systems and 1 KDS system at your business for no upfront cost, we are not close to breaking even by just simply getting used equipment back after 15 months of service and no other fees. We are in the red by thousands. The best option would be to transfer the POS to another business owner, which would release your obligation for the remaining term.

      Curtis

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  4. heonice

    Those sale reps of this companies are liars. Cannot believe a big company like this can have their employees go out there and lie to their customers and get the customers paid for $250 for the cancellation fee after the customers bear all the cost caused by their fraud and lying. The sale reps named Jon Smith tries to sell me the POS for a gas station and had me signed some kinds of they said contracts. When they delivered the equipment the tech guy came out to my store and said it will not working for my store because it won’t connect to the gas pump system. I was at work and my husband was at the store. That sale reps guy Jon Smith kept pushing us to let the tech guys to install the equipment which will mess up the whole POS system at my store. After talking to me on the phone and I refused to do it. Jon Smith called my husband and said that I told him to let the tech guy to install the equipment. He lied to me and my husband. He tried to set us up so the equipment is installed and he’s done with his job and I’ll be trapped on the mess. After fighting back we decided to return the equipment and request the money they charged us for monthly fee. Harbor tough refused to return the money and charge us $250 more for the cancellation fee which is ridiculous.
    This Company go out there cheating and lying to the customer and had them pay for a cancellation fee? That’s ridiculous. I want to bring this case to court but due to the expensive lawyer fee I give up on this but I want to say this out loud to any customer out there thinking about buying this project please have a second thoughts.
    Please very be careful with all the sale reps. They are just a bunch of liars. They try to sell you the products and don’t give a damn of what you need. And the management system don’t give a damn of your situation. They said they listen to customer’s review or whatsoever but they don’t give you a solution and won’t listen to you

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  5. Joe

    Without a doubt, I have never had to work so hard to make someone else money. I have had the worst experience possible with this company. Despite my attempts to try and get reasonable rates, and somewhat decent tech service, I have lost a lot of money dealing with this system. Every single tech I have dealt with with the exception of a select few, have been a big fat waste of my time. If I were to be paid hourly for the amount of time I have spent on hold with this company I would be a frickin millionaire. Do not buy in. Link POS, Clover, whatever…. Just do not fall for the bull they are trying to feed you.

    Curtis Stevens, I don’t know why your employees don’t feel that it’s important to pass up larger problems to senior advisers, but the only success I had was sending an email to Jarad Issacman.

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    3 / 3 found this review helpful.
    1. Curtis

      Joe,

      You are not my client so I don’t know the details to really comment. I personally have a lot of clients and they are happy. I do my best to ensure they are. In this business, you can’t have 100% of merchants happy but Harbortouch does try their best. Things do get lost in the shuffle and they are always trying to improve things to prevent it. When you have hundreds of employees, there is always room for improvement. That is why it is so important that you sign up with an agent that will always be there for you if things are being dropped by corporate. Harbortouch probably has over 30,000 POS deployments by now. That’s a lot of customers…

      When it comes to processing rates, that all comes down to the agent you signed up under. I would reach out to them. Regarding tech support, their goal is to always have a hold time of no more than 3-5 minutes. Recently, they upgraded their phone system and still working out the bugs with that as I mentioned in another post.

      Curtis

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  6. Richard

    Harbortouch worked well for us between 2011-2013 – Tech Support was really effective. We have referred Harbortouch to many business owners. Now, Tech Support is a 30min wait (not possible for restaurant operations to do so). Live support is quicker, however, we do not have desktop computers in the dining room. We have been charged $12.50/Tabbedout for several months without authorizing this service. I reviewed the camera system to find the Tabbedout Rep actually went to our system to activate while flirting with our server. We ask for this service to be removed (several times) via our Rep, Harbortouch and Tabbedout. We are currently still being billed for Tabbedout and our statements do not reflect a credit. While this was a red flag, I also reviewed our contract and we are billed erroneously (at least $40 more a month) Unfortunately Harbortouch is becoming more like wireless phone companies and the numerous banks with class-action lawsuits for these kind of “charges” arbitrarily place on monthly statements. I do make a point to request “competitive rates”, lower our transaction fees, more often than before. The rates seem to be escalating vs. the other POS/Merchant Services companies that profusely try and gain our business.

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    1. Curtis

      Richard,

      Harbortouch recently changed and upgraded their 12 yr old phone system. I believe there are still getting it working 100% correctly. This should only be temporary. Their goal is to always have a wait time of no more than 3-5 minutes.

      I would encourage you to keep at them about getting the refund for Tabbedout. Your sales rep should be a good resource for that. For Tabbedout.com to work, they had to automatically enroll all of their clients when they launched the feature. If there aren’t any merchants taking it, consumers will not want to download the app, it’s a catch 22 type of thing. They gave everyone a 60 day trial and placed notices in merchant’s statements for a few months letting them know this and how to opt out. They event sent out packages with tabbedout.com materials, etc. They put in every effort to inform merchants of what they were doing and what they can do to avoid any possible charges if they didn’t want it. I’m not sure if you opted out during the trial or not but some accounts do slip through the cracks. They will refund you, you may just need to follow up if it isn’t going through unfortunately.

      Tech support fee of $59/qtr is in yuor contract. You used to pay $59/qtr per system since you signed up. They recently converted it to a monthly fee of $20.50/mo and gave notice in their monthly statement. They made this change based on everyone’s feedback.

      Always read your monthly statement. Any future changes will be listed in advance on your statement.

      Curtis Stevens
      Independent Harbortouch Dealer

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      1 / 1 found this review helpful.
  7. Mike

    Harbortouch is unreasonable and horrible. I had bad experience with them, new comers please do not sign up with them. So, my restaurant is closing and I call harbortouch to cancel and I am willing to sent all the equipments back to them. I understand there is a $250 cancelation fee and am willing to pay. So, when I spoke to harbortouch they told me there will be a $250 fee AND OVER $8,700+ to cancel. YES HOW UNREASONABLE IS THAT! It cost me more $$ to cancel than to keep my contract with harbortouch. How they get $8,700+ is my monthly charge of $145 x 59 month (remaining of the lease) = $8,700+. Harbortouch please be a reasonable company and be considerate of your customers.

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    2 / 2 found this review helpful.
    1. Curtis

      Mike,

      Harbortouch provided the POS system to you at no upfront cost. They invested thousands of dollars into your business. Based on the numbers they gave you, sounds like you have two systems. They invested almost $10,000 into your business. If you do not fulfill the 5 year obligation, they must receive the remaining monthly service fees for the term or they lose a lot of money. What would you do or expect from me if you had invested $10,000 in my business? They sent you brand new equipment, which they can’t turn around and give to another new merchant. They spent hours and hours programming your system, training your staff, coming onsite to install your system, providing tech support, etc.

      Curtis Stevens
      Independent Harbortouch Dealer

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  8. Dan

    Beware of the Harbotouch POS sale reps. They made me signed the paper without telling clearly it is a contract and then they will slapped me with fees each month and yearly. Well until i realized after 3 months, I called them to cancel and guess what? A $250 early cancellation fees. Well it was my mistake to sign the contract but they shouldn’t charge if they don’t provide any service to us. In my opinion their sale reps are scam artists and their company don’t give a crab about that. The more people signed the more money for them. So beware of those scam artist.

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    1 / 1 found this review helpful.
    1. Curtis Stevens

      Dan,

      Please know all sales reps for Harbortouch are independent contractors and what they promise doesn’t reflect the corporate office or the company as a whole. Since we are not employees for the company, they can’t be liable for what a sales person says. If it helps at all, all terms and fees are on the application the merchant signs. So it isn’t like they are charging made up fees or creating contract terms that weren’t agreed to. Please know sales reps have the ability to waive any merchant processing terms as well, but depends on how they set you up for this to occur.

      Curtis Stevens

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      1. Phillip Parker

        Curtis,

        In our view a company’s liability isn’t removed just because its sales reps are independent contractors. In fact, the company creates the conditions and policies by which the reps can sell its merchant accounts and processing equipment. Therefore, it is the entity ultimately responsible for the complaints it receives and fails to resolve amicably. I also find it highly unlikely that sales reps can waive *any* terms & conditions of the contract. In actuality they probably have the ability to adjust/waive certain fees and service length commitments, which also likely have the effect of raising or lowering the commission the rep receives on the account. Although it is the responsibility of the merchant to fully read the terms of the merchant account agreement, many are unaware of the pitfalls of failing to read it. Honest reps will reveal important terms prior to signing the account; however, many fail in this regard for fear of losing a sale and instead choose to omit any mention of fees or terms that may cause merchants to balk. Dan’s complaint appears to be an example of such a scenario.

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        3 / 3 found this review helpful.
        1. Curtis Stevens

          Phillip,

          When I was talking about waiving terms, they can waive the ETF, so essentially it is month to month as there wouldn’t be any ETF. I was basically saying since they are not employees of Harbortouch, they can’t control what promises are made to the merchant as they are not employed by them. If a sales rep tells a merchant there is no contract and they don’t waive the ETF, the corporate office can’t be liable for promises made by a sales rep. if that rep was an actual employee of said company, that would be a different story. As a consumer, every merchant should always get things in writing. Would you ever go buy a car, take a sales person word and not get their promises in writing? Corporate is held more responsibility if that rep is an employee but if they are an outside rep working on their own as an IC, corporate has no control since they are not working at their office.

          Harbortouch only enforces what has been signed by the merchant. Yes, most merchants do not read what they sign like they should. It is important to go through an honest rep that will disclose all the facts to them.

          His complaint was saying all of their reps are scam artists and the corporate office doesn’t care and I would disagree. I have a well established reputation online and I’m sure Harbortouch has many other reps with a lot of satisfied clients. A few bad apples shouldn’t be a representation of the company as a whole. The corporate office does care about doing the right thing and that’s why you will see the CEO making posts all over the web saying to merchants to contact him if needed.

          Curtis Stevens

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          1. Phillip Parker

            Curtis,

            I’m not implying that Harbortouch doesn’t care about doing the right thing, but to say that they have no liability for what their independently contracted agents promise, or fail to disclose, when selling their services is ludicrous. In fact, numerous merchant services companies have been sued by the FTC because they enforce contractual terms that were misrepresented by their ISAs. When a company enforces contract conditions that were omitted or falsely represented to a merchant by an agent who is approved by the company to market its services, the company is ultimately liable for such actions if it fails to resolve the situation amicably. Our reviews reflect such a philosophy.

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          2. Curtis Stevens

            I can’t say in regards to the merchant account but when it comes to the POS system, the merchant signs a sheet at installation where they must check a box stating that they agree to the 5 year term as well as when they sign up. So there is no way for them to not know about the 5 yr term in regards to the POS system.

            In my opinion, people should read what they sign. if they don’t, it is no one’s fault but their own. We must be held responsible for our own actions or lack of. Today, people should know better to read what they sign, we all know that.

            Curtis

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  9. Anna

    Harbortouch is an AWFUL merchant service company to work with. They have hidden fees that they either access your account for or they withhold from a deposit. The fee is never on their statements and it is up to you to discover it and call them. Customer service is lousey as well. Employees act as though they hate their job and that the customers are a headache. I am thouroughly disappointed with my experience and urge anyone to use any other merchant service company other than Harbortouch. I would gladly pay a higher fee for a more honest company.

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  10. Thomas Atkinson

    Harbortouch and United Bank Card is a very dishonest company. I am sueing them and you can not even have them served in Arizona. They are not listed with the corporation commission in Arizona which is illegal. I had to have them served in Pa. and they did everything they could to avoid being served. They use sales agents that falsify documents and lie. I can’t wait to get this company to court. Don’t use them unless you want to get ripped off.
    Thomas Atkinson
    American Home Water

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    1. Phillip Parker

      Hi Thomas, can you elaborate on how you believe they were dishonest with you? It may help other merchants who are researching these providers.

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  11. Daniel

    We processed with Harbor touch for a couple of years and they always put our money in the bank. However they also took a lot of our money in fees for things that made sense only to them. Their statements and fee structure is complicated and customer service is poor until you cancel your account and then they will offer better rates if only you will stay. On our final statement the total fees added up to 1% more than our first statement from first data. We are very happy with our decision to leave harbor touch.

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  12. Micheal bohn

    harbor touch sent in unqualified sales people who made promises about equipment and software and this proved to be only 50 percent true if that high a number. They want you to basically do your own programing and then have any support by phone. the sales person (who said she had not been paid by harbor touch yet on her last three sales) knew i was 69 years old and little experience with pos but claimed we would have boots on the ground the first week. Well I told them to cancel the order. Never recieved any equipment but they try to get money out of my checking account which my bank reversed… Now i recieve bills with threats, they can bring it on. I would love to see them in front of a judge, me their lawyer, and their sales person.

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    1. Curtis Stevens

      Initial menu programming is included. Harbortouch then offers unlimited training so you can make future changes yourself. Onsite installation is included as well.

      When a merchant cancels a POS order, they must also cancel the merchant account. Corporate can’t legally close that account without written authorization from the merchant. As a sales rep, I’ve learned this with past accounts by having this come up. The POS order is cancelled but the merchant account isn’t until requested by the merchant, which of course incurs monthly fees until then.

      I would reach out to your sales rep to take care of this. If not, send an email to customer service and request a refund and follow up with them until they do.

      Curtis Stevens

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  13. Michael Dammon

    We opened our restaurant in August and had intially decided to use Harbor touch but after having trouble getting our credit card machines and unable to get anyone on the phone about when they were coming we cancelled with them and went with first data ( who are an awsome.proffesional company. So Just to be clear we never recieved our equipment never processed a transaction with harborview. A month into business and our bank statement shows withdrawls to harborview. We call to let them know we are not clients even talk to our bank saying they are not authorized toautomatic withdrawl. It has been 9 months and this week harborview hit our account with five $25 charges a total of $225. We call to remind them againwe are not their clients we have never actually processed a payment with them becaise we never even recieved the equipment promisedand they wanted to offerus a $50 credit! For what??!? We are not even using your services. Its like you just stole $225 from my account and now u want to fix it by offering me credit on services I do not use?? What a fraud. I would strongly advice you pick ANYBODY elseto process with these people are straight thieves!

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  14. Curtis Stevens

    Hi Agnes,

    I would also suggest reaching out to your agent, it is in their best interest to ensure you are happy. If you work with tech support, they will always continue to work until your problem is resolved. I find it is better to email the service department on any non-pressing issues. You can email them at service at symbol harbortouch d o tc o m. The other solution may be is you can purchase another retail pos software that they have for a nominal fee. Reach out to your agent for more info.

    Jared’s email is simple. It is his first name J a r e d at symbol harbortouch d o tc o m. I didn’t paste the email in this post to keep scrappers from getting it and filling up their inbox’s with spam.

    Curtis

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  15. Agnes Asare

    This is (Aggies Food Mart & More ) We had harbortouch Pos System since 2011. Their Pos is horrible,equipment and customer service is bad. We lost many customers and thousands of dollas due to faulty Pos System. We paid for $127.00 monthly for two Pos system Plus $118.00 quartely, is horrible. For the past 6 weeks both pos system did not work and thy tried to fix but no luck. They finally fixed one and the other pos still broke. We are loosing customers and money everyday and they still go and withdraw money each month from our account.. We told them to come and pick up their Pos system and they said then we have to charge us $4500.00. Then we asked them to come and pick up at lease one pos system but no reply. We need the email address to contact The CEO Issacman but l his email is not good when I write him,it keep on returning back. Can someone give me the real email for the Harbortouch CEO? It is terrible.We made a biggest mistake in our life. We are planning to contact out Business Attorney about this case. Any Advice?
    Thanks
    Agnes & Michael Asare

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    1. Diane

      We also made this giant mistake. We have not process 1 sale on this terrible system! I want to send it back but they want us to still pay for it! I also have constantly called them. They were supposed to send a technician out to get ours up and running (at our expense) and they never showed up or even called! I am interested in pursuing legal action but I think there is strength in numbers!

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      1. Curtis Stevens

        I would suggest emailing [email protected]. That email is monitored by senior support supervisors and that would give you a communication trail as well. Your agent is supposed to help get involved as well. Reach out to that person too.

        I have seen Harbortouch go beyond the call of duty with some of my merchants to ensure they are happy. They are not perfect but if you stay on top of them, it will eventually get fixed! They do not take the stance of take it or leave it attitude. I’ve seen them spend too much money fixing issues in the past and do not know if other POS vendors would have done the same.

        Curtis Stevens
        Harbortouch Agent

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