Harbortouch Opiniões 187

Please note that when you sign a contract with Harbortouch one of the contracts renews every 2 years and the other one renews every 3 years, which means you are always stuck in a loop of contracts that are not easy to get out of. One of the contracts starts when you sign up and the other one starts when the system is installed about 3 months later. In other words, its almost impossible to time them out and get out of it when you need to.

When we signed up for Harbortouch our sales rep Candice was great. Super helpful and very ready to get us started. When we wanted to get out of the contract after years of terrible experiences she refused to call me back after leaving multiple voicemails. She did send me a nice email saying that the questions I had of course had to be answered by a different department. That department sent me back to her.

Then the system was installed and our nightmares began.
First they installed a thermal printer in our kitchen. It was getting slightly warm and not printing tickets. The restaurant was busy and the kitchen was not receiving food orders. Once we realized it there was a pile of tickets that did not go through. As a restaurant owner you understand timing is everything so this was an obvious huge problem. Our kitchen then had to use hand written tickets for awhile. It made our jobs so much harder to say the least.
It took Harbourtouch WEEKS to fix this issue. Once they realized that we needed an impact printer not only did they charge us extra for that printer but also tacked on a $12 per month fee for this.
They took no responsibility in the loss of money they created when the printer wasn’t working and our customers weren’t thrilled that food was taking so long to come out to the table.

We had so many issues with initial setup that they made us “VIP” members. Which means when we call we get a “special team” to take care of us. They don’t tell you that when you call and wait on hold for over 15 minutes that the second they realize you are VIP customer a normal service rep cannot take your call. Then you get to hold for another 15-20 min for a VIP rep to take your call. If I could add up the amount of time I spent on hold with this company and get that time back I would probably regain a year of my life.

After a few years of doing business with them our computers started freezing up almost daily. We would have to restart everything and then call Harbortouch to have them remote login and fix these things. After months of this we FINALLY got a supervisor on the phone. This task alone is almost impossible. Every time we asked to talk to a supervisor there was never anyone available. It did not matter if we called during business hours, somehow nobody was ever in charge or willing to speak to us to figure out the issues. This is when they discovered that the amount of information the POS was holding was too much for the system and they had to “archive” all of our past business. This once again wasn’t a huge deal once it was actually fixed. There was about 4 nights in a row that we were “on schedule” to have this update done and we were forgotten about every night. We would then go into work in the morning expecting our computers to be up to speed and cleaned out and it was not done. The POS then worked fine for a little while.

Harbortouch is not compatible with chip readers so they had to send us separate card readers to plug into the side of the computer. This not only slowed everything down but also took up much more counter space and changed the way holding tabs worked. Annoying, but not a huge problem.
The problem with the card readers is that they do not hold information when your internet connection goes out. With the new system we have in place that information is stored. I cannot count on two hands the amount of times that we had to use knuckle busters to hold card info and then manually type in every card number to close out those tabs. This could take hours due to being a

buyer beware!!
This company sucks you in and never lets you know of upcharges etc. you will see the bill get larger and larger, then when you try to get out you find it automatically renews every three years!!

When I received the POS system it was totally different from what the salesperson told me. Access online with limited function, very old system, contract you can't cancel without fees.
I tried to reach the salesperson never answer, tried to reach Harbourtouch many time, spending hours and hours to try to cancel, never answer, the answering email was it's because you don't know how to use the sytem.
they started to take on my bank amount with out any invoice or justification.
I had to hiring an attorney to have an answer

One of the worst POS systems. They lock you into a term and then also have the nerve to Auto Renew your contract when you've told them your not using their services!

If you ever look for a point of sale for your business please stay away from Harbortouch . I have been a customer from almost 2 years and never had a recall. The technical department is great .When it come from processing your transactions they are really bad. Ryan Shaikh is a risk analyst with them and he has a horrible customer service and especially careless work ethic. I had a transaction done on my account of $4000 on the 10-09-2019 with a regular customer that always buy from me. On the 10-15-2019 Ryan e-mail my saying that they put the money on hold and they need a proof of my statement , invoice, and Custumer information. While 3 weeks ago that same customer bought from me and the money was put in hold and he ask the same thing and I provided everything. After sending everything’ 5 days later he come back telling me that he can’t process the transaction while the customer has already received their goods. He asked me to issue a refund; which I did ....now I found it myself with a short of $4000 from my personal account and no goods. After contacting him about the issue he responded to me with arrogance and careless that I need to wait 5 business day to make sure the refund doesn’t balance back to them while the transaction went through from my account. After the 5th day he sent me an email asking me a proof of account balance from my account to make sure the transaction went through since they didn’t receive any recall so they can release the money. So today 10-30-219 he finally decided to release the money, and telling me it will be processing the same amount of time. So a company that processing my payments will hold a $4000 from my business for 20 days stating they don’t feel safe. With no worries about how my business worked or the impact it can cause to my business.....so please stay away from them especially having to deal with Ryan Shaikh rudeness and lack of customer service, and careless of his manager.

This company has been great to work with for several years. I have never had an issue that was not dealt with quickly. Always friendly and helpful.
Highly recommended!!

HARBOR TOUCH IS VERY FAST
EVERY TIME I CALL THEY GET MY POS RUNNING
RIGHT AWAY

Great system. Highly recommend it!!!

Work with you and handles your needs timely

We are very happy with Harbortouch. Great system, great service. Would be 5 stars but it is a little expensive! (But worth it)

Awesome experience as long as you do the hardware install yourself! Beware the fine print. However, the hardware install is relatively easy and they will provide you with excellent phone customer service if you get stuck. The POS is amazing and runs excellent. Nothing but great and positive results 30 days in!

I canceled after many years, due to retirement. In my cancellation telephone call, I was told I did not need to return any equipment (one machine, I think, 10 or so years old). They confirmed the cancellation 5/10/19. On 6/25/19, without any notice to me, they debited my bank account $450. When I called and demanded the debit be reversed, I was told it was because equipment was not returned. My explanations that the charge was improper were ignored, as were my requests to talk to a supervisor.

Harbortouch is so easy to use. Support team is very helpful.

Always great customer service. I have four locations using Harbourtouch and would highly recommend them!

I have submitted on two separate occasions to remove Mr. Anderson Wigley from Harbortouch acct. I have provided his CA Driver's License and the form. I've ordered supplies through HT and now I have been flagged because I am not Mr. Wigley when I am one of the owners on the account.

First this company does not care if you stay or go, every employee that I have talked to has an uppity attitude which in turns puts you on the defensive. back in December we identified a scam that a customer had pulled on one of our employees. We had already started a case with the detectives, we were just waiting for the charge to bounce back so we could continue with legal action against the thieving customer, took about 2 months but finally it was drafted from our account around $4500 so not only did Harbortouch draft the entire amount which have have been seen in their account the next day they also held about 10 days of our charges too. So all in all they had took approx 9K. When we called about it all we got was attitude and an unwillingness to resolve the situation. After much anger and back and forth phone calls, them hanging up several times it took 4 days to return our money. We had a serious meeting here at work about moving to another processor but ultimately decided to give them the benefit of the doubt. This all went down a couple months ago, no problems until recently our equipment needed to be replaced/updated, so they send us 6 terminals with the updated software. We knew that we need to sen the old equipment but they never gave us a deadline, we got busy doing what we do and noticed a charge of $645.00. We called and they said it was for the equipment. We explained that we have not notices, phone calls or emails. They were using and old email account that doesn't exist anymore, before we could send it back they tried to debit another $3200 for old antiquated equipment that you couldn't give away. We called again and they were so apologetic and was going to send refunds right away.....never happened. Luckily I was able to put a stop payment on the $3200. They are still holding the $645 and they have the old equipment back. On top of all the nonsense they are trying to access a (Cancellation FEE $680) This company has no morals, they are all about the thievery and really really poor attitudes. They provide terrible service and when someone says enough they try to get a bonus out of their bad behavior. Absolutely terrible!!

Hope you have a lot of patience with them. Great on sales, but not so great with aftercare.

I have made a few big mistakes in running my business over the years.
Among the top 2 are getting involved with harbortouch.
I was told by the salesman that there was a three year commitment.
During that three years I experienced a multitude of issues, and paid over 5% total for my "free" system.
the first red flag was that I went into it with some concerns, but was told there was a 30 day period that I could return the system.
A couple weeks in, when I called with some concern over the operations, I was told that the 30 day period was up, because it started the day the order was placed, and NOT the day it arrived two weeks later. That was the first indication that they were operating in bad faith.
for the next few months every time they did a system update, it took place at noon. that was a busy tie for me, and the system shut down completely for 30 minutes or longer. Customers who couldn't pay just left.
I called every time this happened of course, and got zero response. No consideration for the fact that they were costing me revenues.
There are many flaws in the system. The pool on employees contained all the staff that was ever employed, with no way to clear out all but the current employees, making it difficult or impossible to use. They could not calculate the hours for the staff.
the daily reports had the credit line and the cash income line in random order day to day. Gift cards were treated as income when sold, and were treated as income when redeemed, so there was income tax to pay on both transactions.
the screen had categories and items, the categories on the left could be moved around to where it made sense, the items on the right went on the screen in the order that they were entered in the system and could never move
Many other things, that I have forgotten. I used to keep a list.
but the main problem was that, after fulfilling my three year commitment I switched to another system which operates better, gives more options for tracking sales, hourly sales reports, etc., with many functions unavailable on harbortouch.
This was not my first change of processor. I had at first used the first processor to cold-call me when I opened up in 2008. They had some bogus fees, which at the time seemed outrageous, but they were less than 100 dollars each to switch bank account numbers after my bank had been compromised, etc. I switched to Gravity Payments, and was assessed another fee that was hidden int eh fine print of the 50+ page contract. Then when someone came in to sell me another system that was supposedly lots cheaper, I switched. Had no fees from Gravity. Then I bought into the Harbortouch deal, thinking that they were representing themselves fairly. I have rarely been so wrong about anything. After fulfilling my three year obligation, they have automatically unilaterally extended my contract three years for processing and 2 years for the POS system, (or the other way around, who cares which?) That means that a person can never make a clean break fro their system.
Now they are charging me over 3,000 for leaving them, they say they assess like 79 a month for all remaining months on the extended contract.
I have been referring them to my lawyer for a year. They do not respond via the lawyer. They have not produced a contract where I agreed to this automatic extension. I expect to have to go to court, and the possibility exists that I will be forced to pay their extortion. This is NOT the way a legitimate business operates. if they provided a good service at a fair price they would not have to use predatory techniques to make money and keep customers.

tl/dr:
STAY AWAY FROM HARBORTOUCH
if anyone is starting a class action against them i will join.

Easy to work with, great reports.