Harbortouch Review

106 Replies

Credit Card Processors
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Category Breakdown
Sales & Marketing rated C
Costs & Contract rated D
Complaints & Service rated C minus
BBB Rating rated C minus

Overall Rating

"C-" Credit Card Processor Rating


Overview

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 at some point acquired, was acquired by, or is otherwise associated with United Bank Card. At this time, Harbortouch primarily promotes its proprietary tablet-based POS system. Harbortouch claims to handle merchant accounts for over 110,000 business locations and process in excess of $11 billion annually. The company is a registered ISO/MSP of First National Bank of Omaha in Omaha, Nebraska. Jared Isaacman is the founder and CEO of Harbortouch.

Harbortouch Products and Services Industries Served
  • Debit and credit card processing
  • Tablet-based POS system
  • Online reporting
  • Gift and loyalty programs
  • Check conversion and guarantee
  • Merchant cash advance
  • ATM placement
  • Retail
  • Restaurant
  • Bar
  • Hospitality
  • Convenience store

Related: Find The Best Processor For Your Business Type

Sales & Marketing | 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 in the amount of the remaining cost of the multiyear contract. 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

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Costs & Contract | 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 also be subject to a $79 annual fee and a $99 annual security fee. Harbortouch’s “Elite” POS system costs $69 per month, while its “Echo” POS system costs $39 per month.

Although these are the company’s 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 verbally agreed to waive or alter certain fees and then failed to follow through on those changes. Alternatively, there are multiple claims that agents failed to disclose the early termination fee associated with the company’s POS agreement.

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.

See the Harbortouch Terms and Conditions

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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 or 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. Researchers should note that the actual content of these Ripoff Report reviews can be found below each of Harbortouch’s testimonials.

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 other 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.

It should also be noted that two representatives of Harbortouch (including the company’s CEO) have directly addressed merchant complaints in the comment section of this review. Both representatives disputed merchants’ claims regarding nondisclosure of contract terms, stating that the company’s cancellation policy is clearly disclosed by Harbortouch sales reps and documentation at multiple points during the signup process. These representatives also stated that the company’s large early termination fee is justified by the upfront expense associated with providing POS equipment to merchants. Harbortouch offers email and phone support on its website in addition to equipment and software manuals.

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BBB Report | C-*

Key Points – BBB Report
Product/service: 103
Billing/collection: 88
Advertising/sales: 27
Guarantee/warranty: 0
Delivery: 1

Harbortouch has been an accredited business with the Better Business Bureau since 2013. As of this review, the company currently holds an “A“ rating with the BBB and has had 219 complaints filed against it in the last 36 months. The bulk of these complaints (103) stemmed from problems with Harbortouch’s products and services. Eighty-eight complaints were filed regarding billing and collections issues, 27 involved problems with advertising or sales, and one was filed in regards to delivery issues. Of the total complaints, 179 were successfully resolved. Harbortouch responded to the remaining 40; however, these were not resolved to the customers’ satisfaction. Taking into account the company’s complaint total and resolution ratio, we have adjusted the BBB’s rating to a “C-.” To better understand why we adjust BBB ratings, please see our Rating Criteria.

* Denotes CPO-adjusted BBB score

Related: Best iPad & Tablet Point of Sale Services

Bottom Line


Harbortouch Review

Rated 1.9 out of 5 Stars
Reviewed by Phillip Parker
Reviewed on 2015-03-26

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 3/26/15.

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106 comments

  1. Jordan Cross

    This company is a scam. They will tell you that they have no contracts and then they will try to charge you hundreds if not thousands of dollars when you try to switch to a new company. The sales people lie and tell you a whole bunch of crap to get you to sign up with them and then they vanish. Dont use them!!! Very Bad!!!!~

    1. Chris M

      Good morning –

      I am sorry to hear of your issues with your sales representative. We are partnered with Independent Sales Offices. They run their own companies, and they are often affiliated with numerous credit card processing and POS providers. We provide training both remotely and onsite in our headquarters. We have an agreement that requires full disclosure of terms and conditions and compliance with rules and regulations. We do not pressure our sales partners to make deals and we investigate any misrepresentations that may have taken place. You did not give me any way to reference your merchant account. If you can give me details of your account number or business name to [email protected] I would be happy to address any outstanding issues you might have.

      Thank you,
      Chris

  2. Zach Manning

    Don’t deal with this company. Save yourself the money and invest in a tablet solution with someone else. These guys are slow to respond, and don’t get anything done unless it’s an absolute emergency. They do not care about your experience, only the money you pay every month on the 1st. From my experience, there was several issues that never saw the light of day, and only after I sent the CEO an email did anything get fixed. Even then I still wasn’t happy. They told me they could “Meet or Beat” any deals I brought to them (that is what Mike(not the IT Tech) from the “vip service team” said anyway…) When I brought the deals to his attention, all he did was say no we aren’t willing to meet or beat any of the deals you have shown us. You can either take our deal, or cancel. It is your choice. Mike is a liar, and needless to say once we sold out of the company I was all but too happy to be done with their “VIP Special Service” which was far more trouble than it was worth. At the end of my 4 years running the business, I had gone through the following:

    – 2 terminals (hospitality software)
    – 4 weigh station scales (counter top models)
    – Spent HOURS AND HOURS dealing with gift card issues.
    – A TON of lost customers due to not being able redeem their gift cards.
    – 10 years off the end of my life due to the inability to take care of simple software issues because their base level technical support is the place where problems go to be forgotten about. (If they say they are escalating, that means they are deleting your ticket, and you will never hear from them again.)

    Summary:
    I believe Harbortouch payment systems is dishonest. They require you to sign a VERY long contract for their terminals, and as long as you have their payment terminals you cannot contract with a different processor. (There will be legal repercussions.) The technical support at the lower levels is mediocre at best. Processing fees are non-negotiable, even when they say the will meet or beat their competitors (Mike Butz, I am talking about you.). In my opinion you would be better off going with a large tablet solution like Clover. Don’t waste your time on Harbortouch. Despite what anyone says in this forum.

    1. Chris M

      Good afternoon Mr. Manning –

      I am sorry that you feel upset with Harbortouch. You did not include a merchant number, so I am basing my response from the notes on the Riverdale location that you worked with Mr. Butz on. I see that your business changed ownership in December, 2014, so i am a bit confused by this post in August 2015, but I would like to take a moment to address your concerns.

      1) We are always willing to assist in lowering rates where possible,. You were requesting a 0% discount rate and $0.03 per transactions. This is simply lower than our cost, and certainly we would not lower rates to the point we would lose money on the transactions. i would be hard pressed to think of anyone who would have a processing account at these rates.

      2) Equipment issues – I do see that after the original installation in September, 2011, that we did in fact swap out one of the POS units for you in May of 2013. In addition, I do see that after some issues with your scales, including equipment swaps, that we sent new cables that corrected that issue according to the notes. We also upgraded both of your POS units to newer models at no charge to you in July of 2014. This equipment was all send next day shipping at no cost to you.

      3) I can assure that there is no “deleting of tickets” as you stated. When items are escalated, we do just that. Our Developers take these requests seriously.

      4) Your account was brought to the VIP team after your letter to the CEO. You also stated that after that letter, issues DID get fixed, but that you were still not happy. I am not sure how the VIP Service was a waste of time if issues were addressed and corrected.

      It is my opinion that Harbortouch did well in replacing equipment that did not work properly, getting technical issues addressed, and insuring upgrades were completed for you at no charge. I am sorry you feel differently about the situation, and would be happy to address any outstanding issues. As I indicated, I show the account being closed (transferred ownership) in December 2014, but if there are any current issues I will have them addressed immediately.

      Thank you

      1. Zach Manning

        The reason I am commenting now, is because my previous comments in the forum were for some reason deleted, or I couldn’t find them. Either way I feel it is important to let people know about my experience, as others have. Anyone who is so bent on getting money that they are dishonest should reap the benefits. I don’t remember my exact merchant number but it ends in 0134.

        #1) The quote you mentioned was the first of 3 quotes I brought to Mr. Butz. The second was not the same, and I assure you it was reasonable. The 3rd quote was a simple request to be returned to the rate I originally signed up for (which I cannot comprehend why it was not accepted). The quote in question was given to me via Mercury Payment Systems, but you know that. Either way, side stepping the real problem won’t help anyone. If you tell someone you will meet or beat any price quote they can give you in writing, well then…. quite frankly… You should. Harbortouch, and Mr. Butz failed to deliver. As a matter of fact Mr. Butz flat out lied to me.

        #2.) Yes the equipment you replaced did help, but at what expense, and how many scales and other pieces of equipment did I have to send back before a solution was found? I am sure you don’t want to talk about that though.

        #3. If you can assure me of no deleted tickets, then please tell everyone who dropped the ball multiple times, when we requested support with our gift cards. There should be 2 separate cases for this, one of which is probably floating in your CRM system waiting for a response. The first case was right when we signed up with you, and the second and most significant late in 2014.

        #4.) If I were to rank my problems on a scale of (not that bad) 1-10 (worst) I would rate them the following way:
        – Gift Card Processing Issues: 9/10 (this happened on 2 separate occasions and was not offered any compensation)

        – My rates were consistently getting raised to very noncompetitive rates (You can look literally anywhere and receive better processing rates):
        10/10

        – Slow payment terminals: 5/10

        2 of the 3 problems were costing me a lot of money, and the only issue that was solved was based on convenience. Those terminals are still in use currently and the users are paying you from my understanding 160.32 every month on top of your processing. Ridiculous. Clover was ready to give me $100 a month and a flat rate, no transaction fee of 2.5%. No extra fees at the time.

        What you should have done, is let me out of the contract, instead of trying to stick it to me with outrageous cancellation fees and terrible processing fees. So yes, the VIP team’s efforts were a waste of time. Don’t side step the fact that Mr. Butz lied, and Harbortouch as a company didn’t deliver.

        When Mr. Butz decided he wasn’t going to live up to his end of the deal, he passed me off to a local sales person (of whom is more dishonest than Mr. Butz.) I don’t know how you guys are still operating your processing, but needless to say, based on the majority of the comments here I can see that my comment is probably the least of your worries.

        If you want to address outstanding issues, then please refund our cancellation fee of $4k and I will delete my comments. [SITE ADMIN NOTE: CardPaymentOptions.com does not allow the deletion of comments] You should still have my cell phone number on file.

        1. Chris M

          Mr. Manning –
          In looking a the account specifically ending in 0134 I have the following information:

          1) I was only aware of one Rate comparison. (0% and 0.02 transaction fee) As indicated, those were lower than cost not only for us, but ANY processor. I honestly do not see how any company could honor rates like that without other fees to offset the loss. I was also advised by Mr. Butz that this issue was then forwarded to your sales rep to see if they could come to an agreement on lower rates. We do try to meet or beat competitor’s rates whenever possible.

          2) You are correct that there were scales sent in order to facilitate the issues you were experiencing. My notes show that in addition to the original equipment, there were 2 scales sent out as swaps to attempt to correct the issues you were experiencing. According to my notes, While I understand that this was an inconvenience to you, we were willing and able to get any and all equipment to you to correct the issues.

          3) I can and will absolutely relay your concerns to the Gift Card team about that.

          4) I am sorry if you feel that Harbortouch did not deliver. I feel that we worked diligently to solve your issues, including upgrading your POS systems at no charge. While Clover may have been offering a $100 a month and a flat rate, that is a tablet based system and does hot have the features of a full POS system would have.It is comparing apples to oranges. I am also showing that this account was closed with no termination fee to you.

          Thank you and have a good day.

    2. sue

      I ‘m involved in a Harbortouch nightmare as well. I think I need an attorney to get out of my 60 month lease 48 months left. Are you working with an attorney any advise?

      1. Chris M

        Good afternoon Sue –

        Do you know your merchant number so that I can look into the issue you are describing? I would like to address your concerns and get things resolved to your satisfaction. You can also e-mail [email protected]

        Thank you

  3. Bonnie Pratt

    This company is the worst when it comes to making things right. I had a credit card transaction that only posted once and they tried to say that it was posted twice so they took the money out of my account, then they notified me about it after and gave me 3 days to dispute it or I would be out this money. I have sent them everything the requested and I’m still waiting for them to make this right.

    1. Chris M

      Good morning Bonnie – My name is Chris and I am a VIP Account Manager at Harbortouch. I would like to look into the situation you described and get this rectified for you. Can you please provide your Merchant ID number, or contact me at [email protected] I would be happy to assist you.

      Thank you

  4. Kevin Johnson

    I own Acme Barshop in Seattle Washington and have used harbortouch for three and a half years. Recently we switched to Using Square. Then I got a call from harbortouch stating that I was in breach of a five year contract. I had always thought I was month to month. We told their representative that is the only way we would use harbortouch and he agreed since he knew we are a successful shop and he wanted our business. I trusted him and signed where he asked me to sign….big mistake!
    I am not complaining because of a failed business. My business does quite well. Last year we did over 700k in electronic transactions and so harbortouch has done very well by us. If they offered more transparency and updated simplified hardware I’d stick it out with them….but their business ethics have ruined it for me! I am angry that I trusted someone who supposedly spoke on half of this company! Avoid them! Kevin

    1. Chris M

      Mr. Johnson –

      Thank you for including your business information. I had sent you an e-mail directly to help address your concerns regarding your account.

      Thank you

  5. Ed Migliaccio

    Omg Harbor touch is the absolute worst pos company I ever worked with. The software itself is okay. The problem is the people they hire. They’re morons and liars. The WORST customer service I ever had the displeasure of working with. You just want to curse them out and hang up on them. For starters the system arrived 3 months late. After installation the guy left without explaining how it works. Our menu was supposed pre installed. What a joke. They left 90% of it out. When you have the slightest problem you wait on hold for a ridiculous amount of time only to have your call answered by someone who barely knows their own name much less anything about the system . The rep who sold it to us was the biggest offender. Nothing he said was true. if he were in front of me now I’d choke him until he passed out. If it weren’t for my wife’s friend who knows the system back & forth I would’ve thrown the whole thing in the garbage long ago. Unless you have a friend who can reprogram the entire system for free your insane for even considering Harbor Touch. On a scale of 1 to 10, with 1 being the worst, Harbor touch scores a negative -50!

    1. Chris M

      Good afternoon Mr. Migliaccio. My name is Chris and I am a VIP Account manager at Harbortouch. I would like to take the time to get your account corrected to your satisfaction. If you could please let me know your merchant ID number so I can access the account, I would be more than happy to see what can be done to correct whatever issues you are having. Alternatively, you may also e-mail us at [email protected]
      Thank you for your time today.

      1. Ed Migliaccio

        Thank for you for response Chris. I’m actually surprised somebody responded however that wont change my mind about Harbor touch. From day one my experience has been horrible. There’s no way your company will survive long term so I’d suggest not getting to comfortable there. When my contracts up I’m out. And I’m not the only one. I don’t recall reading one positive review. I’m nine months in and to this day I wont spend less than 2hrs on the phone for the slightest hiccup.

        1. Chris M

          Again Mr. Migliaccio – If you can provide me with your merchant number I would be more than happy to try to assist you however I can. I can assure you that I am not mere “damage control” as you put it. I have been with Harbortouch for 10 of the 16 years they have been in business. It is the job of my team to assist merchants to get their issues resolved, but when they do not give us any information to look them up, that is a difficult job at best.

          As for “not reading one positive review”, in business to business transactions, people rarely take time to write a positive review. however, sometimes it does occur, as is the case with the post from Leroy on this very site.

          If you would like me to review the issues you have had, please provide me a merchant number so that I can do so.

          Thank you.

    2. Brandon

      Hi Ed Saw your comment. I am a Sales Agent of the company in the Manhattan area. While I cannot speak on behalf of Customer support. I can say that if the system took 3 months to arrive at your door. You either ignored the company on the Verification call, The menu building team Zulu when trying to get all of your items, including modifiers, and the quality assurance team before the system is deployed. From start to finish the system should take 3-4 weeks to ship only longer if you ignore the company when they contact you. To anyone reading I hope my response helped as far as deployment is concerned.

      1. Ed Migliaccio

        That’s right people. To whomever is reading this please be advised that Brandon is a paid employee of Harbor Touch. He is damage control. I am not. Nor are any of the other terribly dissatisfied reviewers in this chain. He claims we ignored their communications & requests? BS. He’s so full of it. He will tell you it’s our fault and we didn’t do this, or didn’t do that. What a crock. I have email proof they had everything months before we got our system. How many times does a person need to email the same menus? It’s a joke. Fact is, only 30 % of my menu made it in to the system, Additionally no bar specials made it, no dinner specials, no holiday specials, no football specials, etc. The system itself was never set up properly. You shouldn’t have to go through 15 screens to order a medium are burger and a beer. I can go on & on.

        When the system finally arrived the technician didn’t train us and left us to fend for ourselves. You’ll be told to call their award winning 24hr tech support if you have any problems. What they wont tell you is for every glitch (and they’re are plenty) you’ll wait hours on the phone,… and it’s usually when you have a restaurant full of people. To this day I pay someone privately to work on my machines when there’s a problem. Without her I would’ve thrown the system in the garbage long ago. The software itself it okay.

        You would think each time there’s a problem you could call on your sales rep right? Heck no! Every time I needed my guy Paul,.. usually on busy weekends,… he was observing the Sabbath and let us hang until the following business day. Being of Jewish faith myself I have nothing against the Sabbath. But I mean really man, this is the hospitality business for cryin out loud. How you going to get into a profession where the busiest times are weekends and you’re always unavailable? Where’s the foresight in that?? I just don’t get it.

        Also, The computers and hardware stink. No wonder it’s the cheapest system out there. We’re on our 5th or 6th set of credit card swipers for each machine. Can’t count how many times our they failed as customers try to pay. luckily I have an ipad and the Square as back up. To this day we need to swipe a card 5 or 6 times before it goes through. If you don’t believe I invite you to come and try for yourself. And on at least 6 occasions in the last 9 months the system crashed which meant I had to spend hours & hours with tech support.

        Don’t even get me started on their processing fees. They will tell you they have the lowest rates, but what they won’t tell you are all the other fees they tack on. Like the .20 per swipe fee,,.. this fee….. that fee…etc. AGAIN TO ANYONE READING THIS YOU’RE INSANE IF YOU CHOOSE HARBOR TOUCH & NEED A GOOD SMACK IN THE HEAD. Listen to someone who’s still being tortured by this company. Or learn on your own,… your choice.

        Brandon, Like I told the other damage control guy don’t get to comfortable at Harbor touch. There’s no way this company survives long term.

  6. Van

    We have contract 36 month with MSI merchant Service Inc seen Oct 2013. Almost a year later it automatic increase and add a lot fee. We check up our statement and seen it’s Harbortouch and I call sale rep , he said yes , MSI become Harbortouch now and all fee and contract continue the same after two month we see it add None PCI compliance fee and couples fee else. We design switch merchant. On contract I sign with MSI , early termination fee is $250 ( we still have copy with my signature . But when we call Harbortouch they told us $35 per remaining. Our contract expire Oct 2016. I ask them why they said on contract I sign for 36 month with early terminal $35 per remain with still have 18 month time 35 . I said we did not sign for that contract even Harbortouch take back MSI I did not receive any notice or document. They never show me new fee or ask me do I want continue contract with those new fee. Cancellation department alway say unable lower my early termination fee. We don’t ask them to give us , we want terminate contract with right early termination fee. They just speak like machine ” we unable lower early termination fee”. Please business owner or meechant don’t go with Harbortouch they will rip off your money. We are small and medium business, we work hard make money and don’t pay that to horrible merchant provider . They also do duplicate charge your customer but that money not disposition to your bank and they will chargeback money from your bank. It mean your will lost double amount and chargeback fee.
    Phillip,
    We are Tic Tac Nails & Spa in Houston, Texas 77096

    1. Chris M

      Good afternoon Van . My name is Chris and I am a VIP Account Manager at Harbortouch. I would like to address the fees that you are stating are too high for your business since your switch from MSI to Harbortouch. Can you please e-mail me at [email protected] to discuss this?

      1. Van

        Hi Chris,
        I will email to you all of that. I need little time to prepare all information.
        I would like ask you . Are you handle early termination fee to help me out too ? We have contract on hand with early termination fee $250 but customer service of your company alway say $35 dollars per month remain .
        The document I will send to you and Phillip are contract with MSI , double charge our customer while we just 1 time processing but not deposit ( EX : processing one time $25 but customer got charge 2 time $25 in customer bank , HarborTouch deposit only $25 to our bank , when complaint to HarborTouch for double charge customer , they Do ACH from our bank $25 refund to our customer . ) . Statement with MSI and Statement with HarborTouch. Also with chargeback we’re not accept . Because HarborTouch processing duplicate themselves and MSI the once sale terminal and program for our terminal the VX510 but we got chargeback with reason missing information. 100% customer face to face swipe how come it missing information ?
        I will send those information to you next week begin 08-17-2015
        Thank you for review our message and response to us.

        Van

        1. Van

          Hi Chris,
          I send Merchant Statement to you and MSI Merchant application. Our account [REDACTED – merchant account information]. We got many time charge back for amount $2.20 even from Oct , Nov, Dec 2014 Statement. How come ? The reason said ” no authorization” . Cardholder’s bank claims a 6- digit authorization approval code was not obtained. How come ? terminal 100% buy from MSI ,program for terminal is MSI and them acquire bank TSYS . Customer face to face swipe card . How come approval code was not obtained . Back End and Front End system from TSYS and HarborTouch, and we not use any third party why charge back on us ? That your system fail to provide approval code to cardholder’s bank . The amount charge on ticket is $49.00 ( included tip) now got charge back $2.20.

          Van

      2. Van

        Hi Chris,

        My MID [REDACTED – account information]. You told me send email to you for discuss about the fee but not response my email. Do you see fee going up ? I send to you application and statement , it’s real ? Do you need I send that by mail. It will take more time for you HarborTouch collect our money with out using merchant service. Cancellation Fee from $250 , Harbor Touch take back it come to $35 time monthly remain.

        Van

        1. Chris M

          Van –

          If you can please re-send the attachments to [email protected] as they did not come through in the original e-mail, I will be able to look into this for you.

          Thank you,
          Chris

  7. Larry Moreau

    Worst credit card processing company I’ve ever dealt with. Machine arrived and would not run, companies were not set up correctly and the very worst of all 2 transactions were double dipped on 2 different customer debit cards for sizeable amounts of money. Customers called us furious that we had done such a thing. Called the processor they recognized that made the error but it would be 4 days before the customers got their money back. Now remember this is not credit, this is actual cash coming out of a small business and a family. The company refused to step up and make it right for our customers. If you value relations with your customers do not choose this company to process your card transactions.

    1. Chris M

      Good afternoon Mr. Moreau. My name is Chris and I am a VIP Account Manager at Harbortouch. I wanted to look into your account to clear up the issues you are having, but you did not indicate your merchant number or business name. If you could please provide me with one of those pieces of information, I would be more than happy to work on correcting your issues. Alternatively, you can also e-mail us at [email protected]

      Thank you for your time today.

  8. Peter Lapoint

    The worst ever. Harbortouch cost me so much time and money that I am still trying to get the my store open. They told me so many times that they have had the incounter scanner/scales pos systems and after the contract was sighned, they don’t even carry what I was looking for. Besides that, part of the deal with them was that all my inventory would be entered into the pos systems when I received them, so that was also a lie. I have never heard of a pos company to do training over the phone and not do live training. The person they gave me anyway over the phone, coudn’t even understand her. Every time we tried to do the training, we had to stop it because certain things that were suppose to be done already when I received the pos systems was not done. Also I have never heard of a company that does not send their own people up to hook up the systems, I had to pay people I know to do that also. EVERYBODY JUST WATCH OUT FOR THIS COMPANY. OUT RIGHT HORRIBLE AND CROOKED.

    1. BJ

      This company is the worst for ripping you off. They will never resolve issues, and just keep over charging you. I have been trying to resolve issues with them for 2 years now. They have horrible customer service and their rules conveniently change every time you call in. Do Not ever choose this company to business with. They will tell you it is resolved to get you off of the phone and then send you more charges, the same charges with even more additional fees. I have never been so frustrated with a company as with this one.

    2. Chris M

      Good afternoon Mr. Lapoint. My name is Chris and I am a VIP Account Manager at Harbortouch. You did not include your merchant number or any business information that I could use to look up your account. I would like to address any issues you had or are currently having and get them resolved to your satisfaction. If you can please let me know a merchant number that I can reference, it would be appreciated. Alternatively, you can e-mail us at [email protected] as well.
      Thank you for your time.

  9. J.R. JR.

    You are being generous with the C-

    Expect fees to appear and multiplying everywhere they can. Try and dispute the charges and the robots repeat, “it’s in your contract”. You ask where in the contract, you will never get a straight answer. You are better off handwriting your tickets, or purchase orders and having a single cc processing company. Trust me. They bank (literally) on small business owners who are already distraught trying to make their business work. There must be many others involved and using this young kid as the front man. You don’t know here the contract ends, or where it began. A team of people pretend to be the CEO answering you. If your contract states 25. a transaction, you will pay 35. If your rate is 1.49 you pay 1.89. If your service fee is $7.50 you pay $61.

    1. Chris M

      J.R. Jr. – Are you a merchant with Harbortouch? My name is Chris and I am a VIP Account Manager with Harbortouch. Are you a merchant with Harbortouch? I would like to look up your account and resolve any outstanding issues you may have. If you can please provide your Merchant ID number or e-mail me at [email protected] so that I can review your account and look into your issues it would be appreciated.

      Thank you,

  10. A. Welker

    I do NOT suggest you ever deal with this company!!! I received several calls and emails from this company when looking for someone to process credit cards. I explained to them that my business was not traditional retail. I was told that they were more than capable of setting up their system to suit my needs. This, however, was a lie! The tech rep was not interested in hearing how I would like for the system I would be using to run but rather she wanted me to DEAL with the system being set up her way. After several phone conversations and a mutual understanding that harbor touch would not work for me she requested that I fax in a document that would free me from my contract( seeing as we could not reach an agreeable solution. ) I faxed the document, but the company claims to never have received it. Harbortouch continued withdrawing funds from my small business startup account for several months. When I realized what was happening and called they were very disagreeable and refused to rectify their mistake, though they agreed that my account showed no activity. Now they claim that I owe them 275.00 for an early termination contract fee. I find it hard to believe that this company could justify charging me 750.00 for ZERO service. I never received so much as a welcome email!!! Let alone any equipment or account set up information!!! Just a suggestion to those of you who are starting a new business… Harbor touch is not out to help you. They meirly want to trick you into signing a contract!!!!

    1. Chris M

      Good afternoon. My name is Chris and I am a VIP Account Manager at Harbortouch. You did not include your merchant number or any business information that I could use to look up your account. I would like to address any issues you had or are currently having and get them resolved to your satisfaction. If you can please let me know a merchant number that I can reference, it would be appreciated. Alternatively, you can e-mail us at [email protected] as well.
      Thank you for your time.

  11. Stephanie Tolman

    I have had trouble from day one, always promised will get credit or some satisfaction and never have…extreamly unhappy!!! I was being charged as two seperate locations for almost a year, when I am one store, never got any of that money back. My inventory is never right and doesn’t stay on track, they say it is because all their machines don’t stay in synk, but for some reason they can’t fix that, in the summer they overheat and shut down, again no resooution. When I tried to cancel and go with another service they wanted to charge me some unreasonable amount to get out of my contract early, which if everything was working I wouldn’t want to do. Good luck be very wary!!!!

    1. Chris M

      Good Morning. My name is Chris and I am a VIP Account Manager at Harbortouch. You did not include your merchant number or any business information that I could use to look up your account. I would like to address any issues you had or are currently having and get them resolved to your satisfaction. If you can please let me know a merchant number that I can reference, it would be appreciated. Alternatively, you can e-mail us at [email protected] as well.
      Thank you for your time.

  12. Joe Alexander

    Run. Don’t even bother. These guys have the absolute worst customer service on the planet. I wouldn’t trust them with a dime. They sold me the system under the guise I could log into the back office remotely, then after I buy…POOF! They remove that feature. Getting them to call me back? HAHA! Never. Its a boat anchor. I am getting my attorney involved. That bad.

    1. Chris M

      Good morning Mr. Alexander. My name is Chris and I am a VIP Account Manager at Harbortouch. You did not include your merchant number or any business information that I could use to look up your account. I would like to address any issues you had or are currently having and get them resolved to your satisfaction. If you can please let me know a merchant number that I can reference, it would be appreciated. Alternatively, you can e-mail us at [email protected] as well.
      Thank you for your time.

  13. Janae Carpenter with Jackson Dry Cleaners

    In September of 2014 I cancelled Harbor touch services and returned the equipment to the company. Now I am being charged $450 for equipment I returned by mail but the company claims they never received. In addition to this charge, I am being charged an early cancellation fee of $200 even though I was with the company for years. They claim that the contract AUTO-RENEWS after every two years. What company has an auto-renewal policy? I am NOT happy with these outrageous charges.

  14. Rich

    This company is a TOTAL JOKE! I was hit with fraudulent charges that were out of my control. Out of the thousands of dollars in credit card fees that were charged up, Harbortouch credited me a few hundred dollars. So, basically, they were able to profit on the fraudulent activity that took place. I was able to credit back over 2,000 transactions so no one else was hit with this fraud, but the company did not credit us back more than 20% of the fees associated. I had the same thing happen with Chase bank and they took way less in fees. Stay away

  15. Amy

    Harbor Touch are FAKE’s and THIVES!!!!!!!!!!!!!!!!!!!!!! Opened my business in Dec 2014 and was promised a POS System for signing a 3 year contract. Opening day never received my equipment and they said it wouldn’t be out until Jan 2015! Jan came and went and then I was told that the POS System wasn’t available in my area. I was being billed $60.00 for the service that I COULD NOT USE! Because I had no equipment! I asked to cancel out the contract and they want $250.00 of my hard earn money to cancel a contract they never HONORED! If you cant use the service you signed up for because you don’t have equipment, WHY should you have to pay! No one has any authority at Harbor Touch to make a call other then I have to pay a cancel cost! Had to go and change my business account so they wouldn’t have a way to my money and the are now taking money illegally out of the new account! Don’t get in bed with these crooks!!!!!!!!!!!!!!!!!!!!! Harbor Touch is a SCAM to get your money! I am not the only one that this has happen to! I say let’s all get together and SUE there asses!!!!!!!!!!!!!!!!!!!!!Who’s with me???????

    1. brian

      Amy I have same problem with them, so if u wanna SUE them, plz im with you…
      they destroy my business and didnt do any of promises at all..way to much charges for credit processing and sign me for 3 years for that crap…

    2. Chris M

      Good afternoon Amy. My name is Chris and I am a VIP Account Manager at Harbortouch. You did not include your merchant number or any business information that I could use to look up your account. I would like to address any issues you had or are currently having and get them resolved to your satisfaction. If you can please let me know a merchant number that I can reference, it would be appreciated. Alternatively, you can e-mail us at [email protected] as well.
      Thank you for your time.

  16. Toscano pizzeria

    Harbor touch does not work , they never answer the phones nor help get the job done. Would not use it for my company ever again. Always messing anything up . Do not use for your company.

    1. Chris M

      Good afternoon – My name is Chris and I am a VIP Account Manager at Harbortouch. Can you please provide your merhcant ID number as I would like the opportunity to address any issues you might be having with your POS system. You may reach us at [email protected] – Thank you for your assistance.

  17. Jim Buchanan

    Warning!!!! Harbortouch does not stand behind their product.

    The short story:
    1. Inaccurate inventory tracking.
    2. System does not perform as advertised.
    3. Support failure to recognize and fix the issues for months.
    4. If their system does not work properly for you, too bad they will still charge you a cancelation fee (thousands of dollars).

    The long story:

    I am the owner of a small business that is very inventory intensive and this system has many issues with properly tracking inventory. Everything seemed to be working properly when we first received the system, but that didn’t last too long. After 3 months we noticed inventory seemed to be off on some items. We did inventory on those items and noticed they were off substantially (about 30% inaccurate). They said they did not see the issue on their end but would watch the issue. There is a basket item function where you can combine items into one product description and the individual items inventory were supposed to be adjusted as sales were made. This was not happening and therefore inventory was incorrect. We were showing incorrect inventory on these items due to this issue. We had to add items together manually and adjust the price manually in order to perform this function adding a lot of time to the ring out procedure. The support staff had been working on this for months before they notified us of an update that would fix the problem. After the update, the basket function no longer worked properly. When using the function after the update, the system would not give you the option of selecting any of the variances such as color so we had to continue to manually enter the items to the sale again. Inventory was still incorrect only a week after doing a complete inventory count and adjustment in the system. We called the support number and said they would get back to us when they figured out what the issue was. Every couple of weeks or so we would call and receive the same “We are still looking into it” response.

    Inventory accuracy is extremely important in any business that is inventory intensive. Incorrect inventory can cost you revenue in lost sales and labor to count/adjust.

    We ended up sending the equipment back to Harbortouch and going through another POS system provider. After returning the equipment we were reminded that we had signed a contract for the equipment. I told them the system was having major issues and this was costing us money. They said they would work harder to resolve the issues if we kept the system and I told them the issues have been worked on for over 6 months with no resolve. Three months later now, they did a withdrawal from my bank account for $6,043.

    Bottom line, if you have issues with the system and they cannot fix it you will be charged thousands of dollars to cancel.

    1. Chris M

      Good afternoon Mr. Buchanan. My name is Chris and I am a VIP Account Manager at Harbortouch. You did not include your merchant number or any business information that I could use to look up your account. I would like to address any issues you had and get them resolved to your satisfaction. If you can please let me know a merchant number that I can reference, it would be appreciated. Alternatively, you can e-mail us at [email protected] as well.
      Thank you for your time.

  18. Leroy

    I own and operate a bar in Hawaii, we are coming up on our 2 yr mark of being in business. When we signed up with Harbourtouch, it was stressed to us several times that the term of contract was 5 yrs. we knew the risk going into this agreement, but we also didn’t have the money to shell out for these expensive systems. We have had a few situations where the system acted up in the past few years but when it did, we contacted their tec support and they remote log in and fixed it. Coming from a previous employer that has Micros, getting results like that is wonderful because with Micros and others like it, if they go down on a Friday night, your out of luck till Monday morning and that’s if the technician can fit you in. I understand that people get upset because their businesses fail, but there aren’t many successful businesses complaining. For us the system works great, the monthly fees aren’t bad, on a business that grosses about $40,000 a month our monthly fees are about $700 with 3 terminals and 1 kitchen printer(merchant service fees included) I knock on wood that my views with Harbourtouch stay the same and that our business continues to do well but some of you have to understand, the name of their company is not “St. Harbourtouch” or “Harbourtouch Assembly of God”(another words they are NOT a non-profit organization), they are in business to make money just like you are and I’m sure they do the best they can to develop a good name for themselves but they are trying to keep their business alive just like everyone else. blaming these guys for holding you to a contract that you signed is probably why most of your businesses failed, do your research, I did mine, I got equipment with no money down, by the time I’m done with my contract I will have paid them $42,000 but have you ever bought a car with no money or bad credit, the interest rate is crazy, but you do what you gotta do.

    1. Curtis

      Leroy,

      Just to add to your comment, your 3 POS systems will only cost you $16,020 over the course of 5 yrs. ($89 x 60 x 3). The rest is mostly processing fees, which most of that is Interchange and goes to the banks. So it is much better than $42,000.

      Curtis

    2. Terri

      Leroy,

      Signing a contract when the full terms are disclosed to you is one thing. Signing an agreement that you believe to be true to what the sales person tells you and shows you on paper is another when you find out later that the terms and fees are absolutely NOT what you were promised. THAT IS THE ENTIRE ISSUE.

      This is not about successful or unsuccessful businesses. This is about truth and ethics, especially for any who would represent a company. And the company should hold their sales reps accountable for making damn sure that all terms be disclosed prior to asking a business owner to sign. Everyone knows that business owners are extremely busy and rarely take the time to read the fine print, even though legally it is their responsibility, but if one is ethical, you won’t take advantage of those busy merchants by lying to get their signature and then ‘tough shit’ when the truth is discovered later.

      And that’s my beef with HarborTouch.

      Terri

      1. Chris M

        Good afternoon Terri –
        I am sorry that you feel this way about the contract that you signed. My name is Chris and I am a VIP Account Manager at Harbortouch. You did not include your merchant number or any business information that I could use to look up your account. I would like to address any issues you had or are currently having and get them resolved to your satisfaction. If you can please let me know a merchant number that I can reference, it would be appreciated. Alternatively, you can e-mail us at [email protected] as well.
        Thank you for your time.

  19. Sammy

    Worst merchant service I have ever deal with I had the credit card merchant service with them they cancelled my service and put my funds on hold for 18 month and it’s been 19 months now every time I call them same answer your account will be review to release the funds I think I will never get my money worst customer service

    1. Jared Isaacman

      The only time funds are held is in the case of a risk or fraud issue. If that is not the case, or you believe a mistake has happened, feel free to send me an e-mail. [email protected]

      1. Erin Mason

        Jared I have been emailing you and your company for days regarding the $8,000 of our AmEx receipts your company has misplaced. You have not bothered to respond one time. Meanwhile your staff delayed correcting the issue for days, finally emailing me that since it is Friday afternoon there is nothing that they can do now anyway. This is the worst experience I have ever had with any company anywhere.

      2. Paula Lucas

        RUN! They are awful! Equipment fails, they can’t fix, they tell you what to do then don’t stand by you when you follow their directions! Ripped me off for over $700.00 I didn’t even sign up with them, I signed up with Merchant Services and they SOLD me to them! I have no contract with them, they just switched from MSI to Harbor touch and hoped no one would notice! DECEPTIVE!!!! If they try to hit me with cancellation fees I will get a lawyer, would rather throw money down a gutter than give them one more cent! RUN THEY ARE TERRIBLE! Find another processer ANY OTHER! You will be glad you didn’t get caught in their trap!!

  20. Lynn Sparacello

    M.Carroll came to my business to sell me the Harbortouch Echo system as the newest and latest and greatest. First I was told my My sales person (M. Carroll) that i would have 24/7 tech support, for the Echo it is mon – fri 8-5p. After entering my inventory and having problems with 1. entering items, 2. receipts that were COMPLETELY incorrect and 3. both he and tech supports only words were “we know that there are problems…we are working on them for the better part of 3 weeks and they still haven’t been fixed,,,,,,,Now I have been told by M. Carroll that I have reached beyond my 30 days so getting out of this miserable system may not be able to happen. My business is very small and after 5 years of handling things on my own it has grown enough that I need an inventory and tracking system that will be more accurate than me doing it. That was the main selling point for me…..it has not happened. I can’t use it and now am being forced to use it. I have tried to call harbortouch but keep being routed back to M. Carroll and I DO NOT WANT TO TALK TO HIM. I would appreciate any other manager, preferably the one over him to please contact me. Thank you.

    1. Jared Isaacman

      The only Echo units that have been deployed are basically part of a beta program. The full release of version 1.0 is not until mid-March 2015. If you have an Echo unit now, then you would have been briefed on the limitations of the software during beta by our Echo team. That is the group that has normal business hours. General technical support is always available 24×7 – 1-800-632-1888. That stated, if you are not happy with the support your sales rep is providing, please feel free to e-mail me – [email protected] and I will see what we can work out. If you don’t like Echo that is still in beta, then you may likely prefer Elite or another solution we may have available.

  21. Jared Isaacman

    I am the founder and CEO of Harbortouch. I started the company more than 16 years ago. It was a start-up then and I was a teenager in my parent’s basement. Since that time, the company has grown to become a significant player in the payment industry. We have over 400 employees now and process in excess of 11 billion a year in credit card volume. I am responding personally, because I am the founder and I do take any negative reviews quite seriously. I imagine many of you, as small business owners, would react similarly.

    My thoughts:

    1. If you are a past or present merchant and you have a complaint, feel free to e-mail me directly and I will gladly look in to it. My e-mail address is [email protected]

    2. Just about any complaint I have seen for our service revolves around the fact that there is a big cancellation penalty if you close your account early. That is a fact! We give away a lot of free equipment in exchange for a contract term. It is no different than Verizon or AT&T giving you a free iPhone in exchange for a 3-year wireless contract. That is exactly what we do. We provide free touch-screen POS equipment. This is the same type of equipment that can cost tens of thousands of dollars from the big brands like Micros, Aloha, Radiant Systems, etc. The only real difference is you would have had to shell out a bunch of up-front money to get it. With Harbortouch we make that investment on your behalf. We provide that touch-screen POS equipment, the software, the custom programming, the onsite installation and the training in exchange for a 3-year agreement. When the 3-year agreement is done, you own the equipment and it still cost less than just about every other POS system available in the market. In the past our agreement was 5 years, but it was recently reduced to 3 years with our latest POS System model. If you cancel before the 3 years, there is a cancellation penalty. Most merchants when they start a business have grand expectations. They don’t think about the downside of having to close early and then a cancellation fee. When the business does close, they are usually not in the best financial position and get pretty upset about the penalty. It is human nature and I do understand it. I just think it is completely out of line to demonize my company over it.

    3. For those that say the contract term and penalty were not properly disclosed, I believe that is largely just an excuse to justifying not paying for the obligation. There are five signature places on the agreements: Three on the merchant agreement, one on the POS System service contract, and one on the confirmation sheet that is signed during installation. The purpose of the confirmation sheet is to reiterate the terms of the POS agreement one final time. In every advertisement on our website, brochures, sales collateral, we put disclose that the POS equipment is being provided as part of a service agreement. Then there is also common sense approach if all the agreements signed were not apparent. A big box of touch-screen POS equipment, cash drawers, receipt printers, etc is delivered to your business. You didn’t pay for it. Then an installer arrives. Someone else you did not pay for. They run wires, install the equipment and show you how to use it. The software, loaded on that equipment, is customized for your business. I would imagine, at that point, there would be some realization that all this consideration provided probably came with some form of an obligation. An obligation, that I might add, is less expensive than just about every tablet POS or legacy POS system available on the market.

    4. As for some of the ratings and reviews that this websites, and those like it, come up with and how “all these people can’t be wrong”. Philip Parker, Sir, that is just ridiculous!. First in business-to-business transactions, people don’t go out of their way to write great reviews! If they did, they are fake. Maybe consumers on Amazon and Ebay write favorable reviews, but in real business to business transactions people just don’t to it. When was the last time a business owner went online to write a great review about their office copy machine? Or how well their new industrial phone system works? How often do you call customer service on your American Express card just to let them know how happy you are with the service? People, especially in a B2B environment, only seek out websites like this to complain. So throughout my 16 years in business, having served now over 300,000 merchants, you believe you can appropriately rate us a 1.9 stars out of 5, because you found ~275 negative reviews? With those numbers, my math says I have a 99.99% satisfaction rate. Find any service business that interacts with tens of thousands or hundreds of thousands of customers and has no negative reviews? It is just unrealistic –unless of course, you compare us to the start-up tablet POS companies with 300 customers. I am sure in that environment customer satisfaction can be ultra micromanaged. Or perhaps how about Square? They have no contract term, no cancellation fee, no monthly fees, no penalties, just a simple rate and a free card reader. Have you seen how many negative reviews they have received? Not to use a tired cliché, but it is a service business and you can’t satisfy everyone. And the ones we sometimes are unable to satisfy, like the reviews seen on this website, are usually unhappy because they got stuck with a cancellation penalty after going out of business.

    5. To Terri S. I have no idea who you are, but you have my company wrong. “Rot in Hades”. “Lie, cheat, steal?”. What is wrong with you? Do some homework on my company. Hell, do some homework on boilerplate contracts that exist in any industry. Have you ever read the terms and conditions before you boarded a commercial airplane? Take a look at some of their limitation and liability sections. I imagine no one would fly commercial if they ever read those T&C’s. Most boilerplate contracts, in any service industry, are written to be favorable to the supplier not the end user. That is because we are trying to account for millions of variables for tens of thousands of customers, not just one. It is not because of any intent to deceive or take advantage of the situation. For that matter, our T&C’s are largely written by our sponsor bank, First National Bank of Omaha, and approved by Visa, MasterCard and the other card brands. We get very little input in to them anyway. We have been around 16 years. We have grown every year. We have added more customers every year. We have received numerous accolades from a lot of industry and business publications. Our company is a poster example of the American dream. A small business with little prospect of success in a basement, that grew to become a national company. I think that is the dream that every small business has. We were apparently the “good guy” when we were small and struggling back then, but in success we become the “bad guy” big company. Why? Because customers don’t like being obligated to their contracts? It is a no win situation really. The only thing I can really say, is that your perception of my company is just incorrect. You are welcome to reach out to me, like any unhappy customer, and address your concerns directly. My e-mail address is Jared@harbortouch and I respond to every single one of them.

    1. Terri S

      Jared, As the founder of Harbortouch, you would do well to train your staff and sales reps to FULLY DISCLOSE ALL TERMS RELATED TO THE CANCEL FEES AND CONTRACT TERM. In my own experience, and with at least a dozen other business owners in my neighborhood that use or used Harbortouch’s services, those conditions and cancel fees were NEVER disclosed.

      And to justify it by saying that the terms are included in the documentation is NOT ENOUGH. You know damn well that no one reads the fine print! They trust the sales reps to disclose the facts. Big mistake, not just with Harbortouch but with ANY company requiring you to sign a contract. Nonetheless, I’ve actually been out right lied to by being told there was no contract and that I could cancel anytime; I would just have to return the equipment. I’ve been burned before by processing companies and even banks, so I asked the questions. The rep completely lied to me. Outright lied. THIS IS THE PROBLEM!!!

      You may have started the company with good intentions, but we all know the kinds of performance pressures that are put on commission based sales, and your sales reps are either intentionally lying or completely ignorant of the facts. Either way, we business owners are the ones who pay the price later.

      I also know three different business owners who are currently seeking legal action against your company for these very things, including deceptive sales tactics. Maybe you should train the people representing your company if you want to protect the perception of your company.

      And my perception is NOT INCORRECT. It is based on FACT.

      I own several businesses, and one is a retail environment that constantly gets positive reviews. So your statement about people not actually taking the time to write positive reviews is not accurate. I further guarantee that many people who have been taken advantage of and abused by your company as well as other processing companies and POS providers have not taken the time to write a NEGATIVE review. They probably know that the foul language they would LIKE to use wouldn’t be published anyway. I’ve personally listened to several of them vent their hatred and frustration because of their experiences. My perception is based on their experiences as well as my own.

      You cannot change the truth. The truth is always the truth, even when it hurts.

      Terri S

      1. Jared Isaacman

        Actually you have not shared anything of substance or fact. Perhaps it is the truth in your mind, but I do not even know the name of your business to even validate if you are a customer or not. If you are a customer, then I do not know how you can miss the fact that there are numerous references to the contract term and penalty on the merchant agreement, on the POS service agreement in the welcome kit and on the install confirmation sheet. We also do a welcome call with every new merchant to review the terms and conditions. Not to mention, the sheer amount of equipment, software, programming and other costs we invest in your business that is clearly based on a long-term contract term. No different than the free cell phone from Verizon example I used previously. My guess, if you are in fact a merchant at all, is that you simply did not want to pay a cancellation fee and you are creating as much back story to support that position.

        As for failing to train our sales people or putting pressure on commission only representatives, that is simply not how it works. We are partnered with Independent Sales Offices. They run their own companies, and they are often affiliated with numerous credit card processing and POS providers. We provide Harbortouch University, which is computer based training and offered onsite in our headquarters. We have an agreement that requires full disclosure of terms and conditions and compliance with rules and regulations. We do not pressure our sales partners to make deals and we investigate any misrepresentations that may have taken place. In the end though, you are demonizing my company specifically, because you claim another independent company did not disclose the cancellation fee. I have no way to know if that is true or not, if you don’t send me the specifics to research it. All I have is an anonymous post trashing a company I spent 16 years to build without any way to validate the accuracy of it.

        You generally reference how you were burned by banks and other credit card processing companies. For all I know you are taking out years of frustrations with an entire industry on my company specifically. I have been very transparent with my name, my company and my contact information. I know nothing about your business to even investigate the facts. I am happy to do so if you feel like sharing that information or even contacting me directly.

        Regards -Jared Isaacman, CEO Harbortouch [email protected] I look forward to your e-mail. Thank you

        1. steve Miller

          Their hardware is excellent, the software on it is very slow, cumbersome and not user friendly. Our old, DOS system works better, so we boxed up Harbortouch and tried to return it to them. They didn’t uphold their end of the contract by providing us with customer service, tech support (they couldn’t, or wouldn’t even answer our phone calls) or a system that worked in a timely manner…AVOID THEM. [Contact information redacted]

    2. Eric Heckman

      Thank you, Jarad. Our HarborTouch system was installed in our restaurant today as promised. Our sales rep Kevin was excellent. As a restaurant specialist it was clear he had the knowledge, experience and professionalism that closed the deal. Not only did he go over every section of the agreement but specifically made sure I understood the terms and conditions regarding early termination. At one point he put some one from the legal department on the phone to explain a section I was not comfortable with. My staff has experience with Micros, Aloha and most recently the Clover system that just isn’t ready for full service restaurants. Based on the training courses and webinars, and now some hands on experience they are all very excited. Customer Service so far has been very helpful and efficient. I have over 40 years of marketing and customer service experience. I have seen hundreds of complaints like those on this blog. Most of the time they are the result of businesses and business owners that are failing for lots of reasons, not their POS system or processor. I am confident that our good start will continue but if there are speed bumps I will contact you rather then whine and write snarky comments on blogs that allow people to hide behind screen names and provide little if any balance.

      1. CPO Admin

        Hello Eric,

        In order to verify your testimonial, please reply to this comment with your business name and location. Thanks!

  22. Y.L.

    I had an extremely unprofessional experience with Harbortouch and would like to warn others before they decide to use their company. They were completely unethical in their dealings with me. I was told that a $250 early termination fee was required of me only after I had already been released of my contract. The money was taken out of my account without my consent or my knowledge. I chased after 9 different representatives over a 6 month span, all of whom told me it would be credited back to me, but I was ultimately promised that full restitution would be made, meaning they would pay me back the $250. I have been in contact with them since August 2014 concerning this matter and still, 6 months, later it has yet to be rectified. On top of their broken promises and outright dishonesty, they had the audacity to send me a bill yesterday for $176 stating that paying it would be the only way to “possibly” get my $250 back. Really!!!?? A bill 6 months after the account was closed??!! Harbortouch is now threatening to send the bill to collections if it remains unpaid, even though I was never informed of such a bill and was told something completely opposite by the customer service reps for the past 6 months. Obviously this completely defeats the purpose of getting the money back and after trying to reason with them, by requesting that they keep the $250 and just wave the bills for $176, which was denied, I have come to the conclusion that they are an unreachable, manipulative, selfish and dishonest corporation who are highly unjust and unlawful in their dealings. I will continue to spread the word about Harbortouch every other day and in as many places as possible so that no one else will have to go through what I am. DONT USE THIS COMPANY !!!!!

  23. silsupa kelley

    I got ripped off by United bank card and now Harbortouch,
    I used a system for one day and they inturrup my running business day on Christmas eve and I stop using it.they did installed my system wrong and they program the menu wrong .all my employee hate me that day of using harbortouch system ,printer dot matrix in dining room make a lound sound annoying customer and my sushi chef do nt like it and kitchen printer does nt make any sound when got the orders ,i have to walk to tell the cook every time we got an order no good no good!!
    I return the system on Jan5,2015 i wanted to send them the next day but its christ mas day and they charge me $5800 !!!!! oh my god ridiculous!! I talked to customer service befor i return the system she said i just need to send the system back and i won t get any termination fee so I paid UPS $330 to send it back to Allentown,PA
    Anyone has advice for me please let me know thank you
    I ll trying to find a business lawyer to help me get my money back
    SK

  24. Industry guy

    Curtis, you can continue to justify, rationalize and place blame elsewhere except Harbor Touch / united bank card but all these people can’t be wrong. If you think for a second it’s costs Harbor Touch $8000 to put a couple stations in a business you’re crazy. High cancellation fees are insane and to justify it by using completely inflated numbers to justify it not honest. Once the system is developed there is nothing that costs you guys $8k or even close. Equipment cost might be $1500-$2k tops. Again, all these people complaining can’t be wrong and just to rationalize each issues someone puts on here looks bad.

    1. Curtis

      Every business owner will tell you, there are two sides to a story. There are no verification process of the comments on this site, so there is no way for anyone to know if it truly is a real client or a competitor that is simply trying to tarnish another company’s reputation [*Internal note added to this comment* – Curtis’ preceding statement here is false. Each and every comment submitted on CardPaymentOptions.com undergoes moderation prior to becoming published on the site.] I’m sure some of them are valid and legit, but I do not believe all of them are. I have a lot of happy clients. You would be surprised how difficult it is to get someone to post positive comments, even when they are happy. We are all busy business owners and naturally are self-centered. It takes a lot of effort to go out of our way to post positive comments about a company. We must truly be motivated to want to do it. But when someone wants to complain, we all are very quick to do that.

      How do you know what Harbortouch’s costs are? I’ve signed up a lot of merchants and have seen a lot of them close shop in 6 months, 12 months, etc. After seeing what little profit there is on the processing for those accounts, I can see how Harbortouch is losing a lot of money. Simply look at the millions of dollars they have received from outside sources to fund their program. It takes a LOT of money and you lose a lot of money as well. You have hardware cost, software licensing fees, on-site install cost, training cost that requires hours of employees time, 24/7 tech support to fund, any and all hardware replacement cost, etc.

      POS systems are not the same as personal computers. They are more expensive to build. Their latest model has a SSD hard drive with a 4 quad processor. From my estimation, I would not be surprised if Harbortouch’s breakeven point on the POS is at least 2-3 years, assuming no further investment has to be made with swaps.

      Why is it when you look at all the big major POS brands like Aloha and Micros, they cost $3-10K per station? Plus they are in the business for service contracts, ongoing support fees, ongoing software update fees, etc.

      I have yet to see any other company do what Harbortouch is doing and it’s been 4 yrs since they launched it. They are making that huge investment themselves and charging nothing upfront to the merchant. Would you invest thousands of dollars in my business and do what they are doing? If I go out of business in 6 months, good luck on collecting or even getting your system back. Chances are I’m bankrupt and have nothing to go after. Let’s say your total hard cost is $3,000 per station. With a $69/mo fee, your breakeven point is 43 months! If anything breaks during that time, it will only extend that time. What if the POS needs to be replaced in a few years, now you are talking a few thousand more reinvested. So would you give me $3,000 knowing you won’t get that back for at least 3 years and that’s without interest? This is all before you take into account all the operating expenses they have to just operate their facilities, hundreds of employees, etc.

      The whole program is banked on the processing. Processors have always made money on the processing side, in exchange for that same business they would receive anyways, Harbortouch is willing to make that huge investment in the merchant’s business in exchange for that. Other processors are not making that huge investment, why not? So yeah, there must be stiff cancellation fees to help them from losing thousands of dollars and going out of business. You want them to be there to support you and your business and not close shop because other merchant’s took them down because they couldn’t recoup the investment on their system.

      No company is perfect, everyone has their faults, just like you won’t find any restaurant with a perfect 5 star review on help. Harbortouch has a lot of happy customers and a lot of agents that sell for them that go the extra mile to make sure their merchants are happy.

      Curtis

  25. Mike

    One of the worst credit card merchant around, small business owners be aware of this company. Hopefully you are googling before signing a contract with them, because myself and several others under reply section went through the same problem. One of the most unreliable, unprofessional who lies all the time. BE AWARE.

  26. 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.

    1. Eric Stephen Heckman

      I have had a completely different experience. Over the past two weeks i have done due diligence on several POS systems and card processing to replace a Clover system that I would not recommend to any business that has a large menu or inventory numbers. The HarborTouch account executive, Kevin, that i worked with has been nothing short of professional and helpful. I have spend many years managing sales and marketing as well as customer service teams. Kevin could have been on any one of those. As an experienced business person I am capable;e of reading and understanding contract terms and conditions. My account rep not only went over them but insisted that I speak with someone in the legal department that would verify my understandings. This is not the MO of a company that is trying to hide anything.

      If you are in the restaurant business you certainly understand the points about people not commenting on great food or terrific service unless they are prompted to do so. Yelp and sites such as this one are the bane of all well run businesses. People with an axe to grind, competitors and just plain lunatics populate these blogs. I am only here because one of Harbortouch’s competitors gave me the link in an attempt to change my mind about his product. Not only did it not change my mind but after reading Jarad’s comments I am confident that I am about to do business with the right company.

        1. johnny ho

          Harbortouch is Fraud and thieves My name is Johnny, I recently own gas station and looking for POS system that work with gas pump and saw this harbortouch and I called “vj” and John Smith sale rep, he told me his system work with gas station and keep pushing me to sign on. After 2 month long when the system came which I haven’t open yet turned out it didn’t work with gas station
          So I told the installation guy to return it as he told me to return right away if not I will be charge for it. I call VJ and John Smith even talk to manager he told me that harbortouch does not held responsibility for sale rep. And they kept charging 800$ and credit card for which I haven’t use. Now harbortouch put on collection for 250$ for early termination.

  27. 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

    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

      1. Terri S - MN

        Curtis,

        Just because a business owner has had a negative experience with HarborTouch, and knows other business owners who have had similar negative experiences, and some even worse, and we have the guts to speak out about it in an open forum, you ASSume and accuse that person of being a competitor. Do you really think business owners aren’t savvy enough regarding credit card processing that they could not speak about it knowledgeably?

        How droll. How conceited. How pompous.

        Many of us business owners know more than YOU do about credit card processing and the companies out there that have scammed us and our colleagues as well. I for one have been a business owner for almost two decades, and prior to that I worked in retail for almost 20 years. I kind of think I know what I’m talking about. Also, I happen to specialize in legalese analyses, so when it comes to the ‘fine print’ that everyone else ignores or scans or actually usually never even SEES because processors don’t practice Full Disclosure, I know how to interpret that fine print. I also have witnessed the unethical ways that companies like HarborTouch use the ‘fine print’ against us merchants who were not informed and unfortunately didn’t even realize we hadn’t been fully apprised of all terms and conditions associated with agreements we may have signed.

        Then there’s the unethical sales reps who FORGE merchant signatures and manipulate the pricing in ways that confuse business owners who are less savvy. Which, unfortunately when it comes to credit card processing, if we are being honest here, the majority of business owners are completely clueless. The industry is always changing and we can never get a straight answer to our questions. So we make the mistake of ‘trusting’ a sales rep.

        Then there are the processors who use deceptive language to secure signatures on processing agreements and equipment lease agreements: i.e. “you can cancel anytime”. Well, duh. You can cancel ANY contract at any time. What you fail to disclose is that it’s going to cost thousands of dollars to do so!!!!! And this is why so many people are pissed off at HarborTouch and other companies who are operating in the same unethical manner. And that’s why I posted the verbiage that HarborTouch includes in their Terms and Conditions. It is blatant preparation for the knowing deceit of merchants, to be used against them later. You and I both know damn well that no intelligent person is going to sign your contract if they actually read and understand that particular paragraph in your terms. So it isn’t even disclosed to them.

        You can try to make excuses and justify things all you want, but those of us who have experienced the edge of your deceitful ‘blade’ through financial harm, and we know others who have as well, are damn tired of the games, the lies, the blatant disregard for ethics.

        WE HAVE THE RIGHT TO CALL OUT THE LIARS AND DECEIVERS!!! WE HAVE THE RIGHT AND THE OBLIGATION TO WARN OTHERS SO THEY ARE NOT ALSO SNARED IN YOUR TRAP!!!!!

        And make no mistake: HarborTouch is not alone. In my opinion, and the opinions of the colleagues with whom I’ve had multiple discussions through the years regarding the topic, MOST processing companies and POS providers are scam artists. They don’t give a damn about helping merchants. THEIR PURPOSE IS PURE PROFIT BY ANY MEANS.

        Don’t bother to reply. Your previous comments have removed any credibility for an objective viewpoint coming from you. You are part of the problem, and will continue to be as long as you remain in denial of the truth and continue to defend the perpetrators.

        Enough said.

        1. Curtis

          Why is it so bad that Harbortouch has a clause that says only written documents are valid and nothing verbal? Any business owner would be stupid not to protect their company in that way when you have independent contractors selling your product. If you were Harbortouch and you weren’t doing that, I would question your longevity. The merchant signs an application that SPELLS everything out. Everything is in writing. They don’t need anything verbally as it is all in writing and must be signed by the merchant. The clause you reference and the ENTIRE contract and agreement must be signed by the merchant before approval. So how is that deceitful?!?

          You say business owners are savvy enough regarding credit card processing to speak knowledgeable about it, but then later say lets be honest, merchants are clueless when it comes to processing. I’ve been selling processing for over a decade and will say 99% of merchants do not know much about processing. The amount of stuff I’ve seen, the number of ways or things processors do with processing statements, etc. Most merchants think one thing and many times their statements says another because they don’t have the knowledge I do. There is no other industry as complicated as processing.

          Your comment simply has your name and nothing more and based on the details of your comments, it didn’t appear that would be coming from a merchant. Merchant’s don’t know that kind of stuff. Since you said why would anyone sign with Harbortouch when they have that clause tells me you are not a former customer of Harbortouch since why would you sign up with that clause. So you are bashing a company you have never done business with.

          There are good and bad apples in every business, processing is no exception. Just because there are some bad apples, doesn’t mean the rest of us are. Harbortouch cares more about their merchants than probably any other processor as they are investing thousands into their business. If they close shop too early, Harbortouch loses. If Harbortouch helps their business grow because of the POS, everyone wins. Interest are aligned.

  28. 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.

    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.

    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

    3. Ray

      They just did EXACTLY the same thing to me. Took $7000 out of my account. I’m at a loss with the whole experience..STAY AWAY FROM THIS COMPANY.

      1. Curtis

        Ray,

        I will assume you are a customer of Harbortouch with a POS system and not in fact a competitor. It sounds like you either closed your business or something similar and were charged for the remaining term of your contract. You can’t expect a company to invest thousands of dollars into your business and not try to collect if you don’t fulfill your part of the deal. A contract must be honored by both parties. Harbortouch did their part. How does that make them a bad company?

        Curtis

  29. 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

  30. 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.

    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

  31. 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.

    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

  32. 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.

    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

  33. 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.

    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

      1. Phillip Parker Post author

        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.

        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

          1. Phillip Parker Post author

            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.

          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

  34. 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.

  35. 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

    1. Phillip Parker Post author

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

  36. 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.

  37. 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.

    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

  38. 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!

  39. 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

    1. SL Miller

      Jared spoke very nice to me and my store manager as we were looking into acquiring HT POS system. Once we got it, and had problems with it not being able to easily order half and half pizzas, and then making changes to that order, (and MANY others) we couldn’t get through to a TECH or Jared or anyone there. The service worked about as bad as the software. The ‘salesman’ is a young man from Fort Wayne, pleasant enough. He promised us this POS was extremely good for a pizzeria, and if we didn’t like it, we could send it back, no problem. WRONG. We didn’t like it, and for nearly a year we tried to get a return authorization — NO ONE would return our calls, and no one could deal with it when we did get through. Finally one day I called and the lady answering the phone told me that they didn’t deal with return authorizations, just send everything back. A day or two later some one called to tell us they were sending someone out to pack it and take it back to Allentown. GREAT. He came. While here he told of hundreds of “returns” from very unhappy people which he had to deal with, and that our Karen was one of the most pleasant he’d dealt with. Then HT sent a statement for nearly $5,000.00 for us to terminate the contract. I ripped it up, sent it back and said they didn’t keep their end of the contract, therefore it is null and void. We’ll see where this goes next. [REDACTED – contact information] Contact me if you wish.

  40. 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

    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!

      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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