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In this investigative review of Harbortouch POS, we will go into the history of a point-sale-provider that has been in operation for over two decades. This article will cover the company's branding changes, customer feedback, pricing, service agreements and features. Our goal is you help business owners understand if Harbortouch POS is the right service for their payment processing needs.
Harbortouch is a point-of-sale system brand operated by Shift4 Payments. Launched in 1999, the company provides, merchant accounts, credit card processing services, point-of-sale systems, electronic cash registers, and mobile credit card processing to U.S. businesses. The company previously operated under the name “United Bank Card” and now operates as a subsidiary of Shift4 Payments. They claim to provide merchant services for over 120,000 businesses and to process in excess of $10 billion annually in credit card transactions.
Harbortouch offers payment processing services that allow businesses to accept all major credit cards, including Visa, Mastercard, American Express, and Discover. With Harbortouch, businesses can accept payments in-store, online, and on-the-go using their mobile devices. Harbortouch also provides Authorize.Net as a payment gateway powering virtual terminals for e-commerce credit card processing.
At this time, the Harbortouch POS features an Onyx point-of-sale software, portable credit card readers, and SkyTab, a pay-at-the-table system. All are designed to provide credit card acceptance services for food trucks, cafes, restaurants, retail businesses, spas, and bars. The Onyx point-of-sale system comes with a screen, receipt printer, cash drawer, and card reader. Each system integrates with their POS software and related services. Their POS systems come with a range of features that make managing transactions simple and efficient, including inventory management, employee management, and reporting tools.
Harbortouch offers mobile payment solutions that allow businesses to accept payments using their mobile devices. The mobile payment solutions are easy to use and come with all the security features that businesses need to protect their customers’ data. Harbortouch’s mobile payment solutions are ideal for businesses that are always on-the-go.
Gift card programs are an excellent way for businesses to increase sales and customer loyalty. Harbortouch offers gift card programs that are fully customizable, allowing businesses to design their own gift cards and track sales data in real-time. Harbortouch’s gift card programs are easy to set up and use, and they come with all the features that businesses need to manage their gift card programs effectively.
Harbortouch offers merchant cash advances to businesses that need quick access to capital. Merchant cash advances are an excellent alternative to traditional loans because they are easy to qualify for and provide businesses with the funds they need to grow. Harbortouch’s merchant cash advances are easy to apply for and come with flexible repayment terms.
Harbortouch, despite its size, has garnered a significant number of negative reviews, indicating moderate to high dissatisfaction among its customers. Many grievances revolve around alleged deceptive sales tactics, equipment malfunctions, hefty cancellation fees, and subpar customer service. However, it’s worth noting that Harbortouch has abolished its early termination fee, a fact that potential customers should consider. Moreover, it seems that Harbortouch has engaged with Ripoff Report’s corporate advocacy program, allowing the company to address dissatisfied customers, although some critics argue this tactic floods the platform with generic testimonials, potentially overshadowing genuine complaints. Interested parties should scrutinize both testimonials and original complaints to gauge the veracity of issues raised.
In response to the proliferation of negative feedback, Harbortouch’s CEO published a blog post attributing many adverse reviews to competitors dissatisfied with Harbortouch’s free point-of-sale (POS) business model. While acknowledging the existence of genuine complaints, the company appears to adopt a somewhat dismissive stance toward negative feedback overall. Despite this, it’s evident that a significant portion of complaints originate from actual customers and business owners, suggesting room for improvement in Harbortouch’s operations and customer relations.
Harbortouch representatives, including the CEO, have directly engaged with customer complaints, refuting allegations of contract nondisclosure and justifying their cancellation policy and associated fees as necessary costs of providing equipment and services. The company offers various support channels, including email and phone assistance, alongside comprehensive equipment and software manuals, indicating efforts to address customer concerns and provide assistance.
Previously, Harbortouch actively participated in a complaint resolution program, signaling a commitment to resolving customer grievances. However, its cessation of participation in 2018 suggests a decline in proactive customer service initiatives. Nonetheless, the company’s past engagement in such programs reflects a positive intent to address customer dissatisfaction.
While no ongoing Harbortouch class-action lawsuits or FTC complaints have been found, settled cases and legal disputes with its parent company, Shift4 Payments, have occurred. These include allegations of violating do-not-call regulations and antitrust concerns. Dissatisfied customers seeking recourse beyond litigation are advised to report grievances to relevant regulatory bodies.
Harbortouch offers a range of customer support options, including live chat, tech support, telephone assistance, and an extensive knowledge base. These resources aim to aid merchants in resolving issues and maximizing the effectiveness of Harbortouch’s services.
Despite attempts to address concerns and enhance its reputation, Harbortouch’s complaint rate remains consistent, with little apparent improvement in the nature or volume of grievances. This stagnant performance falls short of expectations for a leading service provider, resulting in a “C” grade assessment.
Overall, while Harbortouch offers a range of services and support avenues, persistent complaints suggest areas requiring attention to meet customer expectations and maintain a positive reputation in the industry.
| BBB Rating | 1.09 |
|---|---|
| Trustpilot Rating | 2.3 |
| ConsumerAffairs Rating | 1 |
| Average Rating | 1.5 |
As Shift4, Harbortouch has an average customer review rating of 1.24/5 stars on the Better Business Bureau (BBB) website, based on 17 customer reviews. The company has also received 176 complaints closed in the last 3 years, with 67 complaints closed in the last 12 months. Common themes in the reviews and complaints include issues with product/service, billing and collection disputes, and dissatisfaction with contract terms and customer service.
DO NOT USE this company. Everything that was promised was a lie. I was told no fees just a % of the total. Guess what I have a $25 every month plus a higher % than promised. They won’t let me out of the so-called contract. – Review from April 18, 2023
Hello, I own a restaurant and my agent talked me into getting a credit card machine from Shift4 company since Feb. 28th, 2022. During the year, we found a couple of times our customers got charged twice. When I received my Dec. 2022 statement, it charged me TWICE on the annual Regulation Compliance Fee. Now, my 1099-K shows $18,000 above the actual number. I cannot trust them and want to cancel the contract but they won’t let me. – Complaint from March 4, 2023
There are no positive reviews published about Shift4 on the Better Business Bureau website.
Harbortouch has an average customer review rating of 2.3 stars on Trustpilot based on 188 customer reviews. The distribution of ratings is as follows: 5-star (40%), 4-star (11%), 3-star (8%), 2-star (6%), and 1-star (35%). Common themes in the reviews include complaints about customer service, issues with the software and hardware, and dissatisfaction with the company’s response to problems.
The software sucks……..customer service is almost 2 hour delay everytime you call. Nothing gets fixed ..all I can say is get a good lawyer if you sign up for this system. – Review from March 2, 2023
It took me over 6 months to get them to send me a ‘new’ credit card reader – the one they finally sent me won’t read chips and never asks for CID code. I believe it is intentional because they charge you more money if you type the numbers in and also when there is not a CID entered – so we are forced to use the machine in the most expensive (profitable for them) way!!! – Review from February 10, 2023
The POS system is easy to use and has been great. The remote access back office allows for easy addition and changes to inventory, pricing, and items. – Review from December 22, 2022
Switching from ShopKeep to HarborTouch has been like a breath of fresh air. Their back office features are amazing, as well as their prompt customer support. My smoothie shop now feels complete. I will definitely be using them at future locations. – Review from March 21, 2021
Harbortouch has an average customer review rating of 1.0 stars on ConsumerAffairs based on 507 reviews. Common themes in the reviews include issues with customer service, contract terms, and system functionality.
We requested that our account be put on hold indefinitely but recently realized that we were still being charged for services we have not been using. They were charging us over $300 a month and have refused to give us a refund. – Review from Nov. 2, 2023 by Jennifer, Waynesville, NC
After multiple problems with the system and after calling for service and being on hold for a long time, I scheduled a service call through their automated call system. I received three calls where their service people called back and immediately hung up and disconnected the call on me as I answered the phone, three times! – Review from Jan. 8, 2023 by Andy, Knoxville, TN
I am satisfied with the process of transitioning our point of sale over to this company. They took a lot of time to work with us, find the right fit, and make sure we have everything we need. – Review from Nov. 22, 2020 by James, El Paso, TX
Getting our point of sale system changed over made all the difference for us. The system works smoothly and the support network is incredible. Every single time we have a question, or a problem, they have someone who can answer our questions and solve our problems. – Review from Nov. 17, 2020 by Nia, Allentown, PA
At the time of our previous Habortouch review, the company’s terms and conditions imposed a three-year contract term with a costly early termination fee. This was the basis of most of the complaints left in customer reviews on this and many other consumer review websites. However, Harbortouch has revised its terms and conditions in response to this outcry from clients.
Harbortouch’s current terms and conditions convey a one-year contract with a tiered pricing structure. Business owners are charged either an interchange-plus model or tiered rates of 1.39% plus $0.10 for swiped transactions while keyed-in transactions are charged 1.79% plus $0.10. Harbortouch does not charge an early termination fee any longer; however, the company does require former customers to return equipment within 15 days of the end of a contract, or else it imposes costly equipment fees. Businesses that do not return standard credit card terminals within that period are charged $200, contactless terminals are charged a $300 fee, and POS systems are charged a $500 fee. The lack of an early termination fee provides business owners much more flexible contract terms while its transaction rates are much more affordable than in the past.
Harbortouch offers the new Onyx POS system along with its mobile and tableside options. We do not have reports on the current prices of these machines; if you do, please contact us in the comments below. Previously, Harbortouch offered clients the option between 2 different POS systems: Echo POS and Elite POS. It may still offer these stations in addition to the newer ones. Each client agreement conveys fairly basic pricing along with upfront costs: Echo POS charges a monthly fee of $29 per system, while Elite POS has a $39 monthly fee for each. Echo POS charges an installation fee of $150 for the first system and $100 for any additional. While the Elite POS business agreement does not include an installation fee, per se, there is an upfront cost of $250 for additional wiring needed to install a POS system. Though neither agreement includes an early termination fee, business owners who cancel their contracts must return any POS equipment within the prescribed period in their merchant agreement or be charged an equipment return fee of $500.
In addition to those fees, each POS agreement details a range of products and services and their additional monthly costs. These products and services are categorized as optional add-ons and come with additional monthly fees, though they can be purchased outright at a one-time cost as well. Other less expensive items, from employee authorization cards to printers and scanners, are billed as one-time purchases.
In addition to its storefront payment processing services, Harbortouch’s terms and conditions also disclose the cost of its virtual terminal and payment gateway services. Harbortouch charges 1.79% plus $0.10 per transaction and a batch fee of $0.35.
Although these are the company’s official terms, the company’s use of independent sales agents means that transaction rates and fees may vary from agent to agent. A representative of the company confirmed in the comment section of this review that any verbal guarantees made by sales agents will not overrule the language in the company’s contract, so business owners are advised to trust the documentation above an agent’s word. Multiple customers 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. There are also multiple claims that agents failed to disclose the contract length and early termination fee associated with the company’s merchant transaction processing agreement. If you suspect that you may be paying too much in hidden fees, we recommend obtaining a cost analysis from an independent fee reduction service.
The company’s approach to POS sales has received mixed Harbortouch customer reviews. Yet, the basis of most complaints concern issues with the company’s previous terms and conditions; primarily the costly early termination fees. Since Harbortouch has revised its terms and conditions for its merchant agreements and POS systems, we award the company a “B” in this category. Though there are many monthly charges and some one-time fees that come with the Echo and Elite POS systems, the flexibility merchants have with no early termination fees and shorter one-year contracts mitigates the expense of those costs, which is a drastic change from the company’s previous policies. We encourage business owners to check out our list of the providers of the best merchant services.
Harbortouch hires independently contracted sales agents (ISAs) to resell its merchant 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, several Harbortouch reviews report a sales representative promising to waive fees or provide month-to-month contracts only to fail to follow through, leaving the client on the hook for some unfavorable contract terms. This does not compare favorably to our list of best credit card processors.
Numerous other Harbortouch customer reviews complain that a common point of miscommunication has to do with Harbortouch’s heavily promoted deals for free equipment or a free POS system. Harbortouch likes to phrase its promotion so that the equipment itself is technically free, but it requires the business owner to sign an automatically renewing, three-year service commitment so that Harbortouch can recover its upfront costs. In this way, the business owner still has to pay for at least three years of access to the equipment, which to some businesses may seem indistinguishable from having a long-term equipment lease.
Some business owners also report that they agreed to receive free equipment or software but canceled 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. Business owners who cancel before the Install Date should only owe a $250 restocking fee. After the install date, Harbortouch offers a 30-day trial period. If merchants cancel after this 30-day period has concluded, then they will be responsible for the full cost of the service agreement, despite the claims of any sales agent. If customers cancel within the trial period, they are still responsible for fees incurred during the trial period as well as the costs of shipping equipment back to Harbortouch.
A smaller number of customers claim that they were not made aware of the fact that they are responsible for the full cost of the service agreement regarding whether or not their business closes permanently. It appears to be Harbortouch’s policy to enforce the fine print terms of its agreement even in the event that a merchant goes out of business.
A Harbortouch representative has stated on multiple occasions that the company offers rigorous agent training and has procedures in place to discipline ISOs that act unethically. The company also clearly discloses its service agreement terms and monthly fees in its paperwork and requires follow-up communication with clients after they open an account.
Despite its claims to have improved its sales approach, Harbortouch still routinely receives complaints that describe misrepresentation or nondisclosure from the independent customer service reps they hire. This indicates that despite the company’s efforts, a significant number of customers are still having a negative experience with Harbortouch’s sales team. We have accordingly left the company off of our list of best POS providers and assigned the company an average grade of “C” in this category.
Compare Harbortouch to competitors that earned top marks.
Harbortouch is a large merchant account, credit card processing, and point-of-sale provider. Over 170 Harbortouch reviews complain of fees, contract terms, and service quality. That said, the company rates as an average provider in almost every section of this review due to its practices being fairly standard for the credit card processing industry. Harbortouch’s use of independent sales agents has also generated a decent portion of the complaints about the company. On a positive note, the company is making efforts to improve its reputation with its most recent contract revisions, which became effective on July 1st, 2020.
Harbortouch isn’t quite at the level of our worst merchant account providers, but it has some ground to make up if it wants to rank as one of the best.
