Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue occurred starting 2023. My company, PNV Seniorcare LLC dba ***** Seniorcare, contracted with Blue Pebble ************** to provide credit card charging service (and equipment) to enable us to accept Credit Cards from our clients. Beginning Jan 2023, they started collecting additional (extra) fee under 'Processor Transaction Risk Fee', amounting to $2525.61 of ADDITIONAL extra charge in 2023, which seems like a fraud, and it was a surprise to us. There was a charge of $843.77 of similar extra fee in Q124 which they have waived. I would like them to waive $2525.61 that was charged in 2023. I have asked them to reimburse me the amount, but they put the blame on the processor company, WorldPay, of whom they're Sales Rep.for. I like BBB to resolve this for me.

  Business Response

  Date: 06/20/2024

  ***** ****** care in this complaint is known to us but we supplied equipment not the processing account. The payment processing agreement and fees referred to is not applied by us, Blue Pebble Solutions, in any way. We have attached the signed agreement showing the relationship between customer and ************* For quick reference, see Page 1 (top right), page 4(terms and conditions), they all clearly show agreement is with Worldpay.
   Note that a lot of information is redacted as it is Personally Identifiable Information.
   So this is a case of complaint against the wrong company.
   We request BBB to remove this complaint against us.
  We've tried to help them recover some of those fees but in turn, they've filed a complaint against us. 
  
  Specific responses:
  "My company, PNV ******care LLC dba ***** ******care, contracted with Blue Pebble ************** to provide credit card charging service (and equipment) to enable us to accept Credit Cards from our clients. "
  
  [Blue Pebble Solutions] - We only supplied equipment. But, Worldpay supplied a Payment Processing account, software and all related fees.
  
   "There was a charge of $843.77 of similar extra fee in Q124 which they have waived."
  [Blue Pebble Solutions] - As courtesy, we requested Worldpay to waive it on behalf of ***** ****** Care. We had no control if this would be accepted by Worldpay or not.
  
  "but they put the blame on the processor company, WorldPay, "
  [Blue Pebble Solutions] - The signed agreement clearly states its a contract between PNV ******care LLC dba ***** ******care and ************* There is no shift of any responsibility to speak of. 
  
  Blue Pebble's responsibility to  ***** ******care is supporting equipment breakdown within warranty.
  We request BBB to remove this complaint.

  Customer Answer

  Date: 06/21/2024

  I am rejecting this response because: Like I stated in my original complaint, they represent Worldpay and I believe they're their sales representative though I don't understand the financial and/or commission arrangements between them.  It appears, in their response, that they are passing the responsibility or blame to Worldpay in this case, though they were fully aware of this increased fee for more than a year. In spite of my relationship with them, they never discussed this incensed fee with me until I noticed it. My mistake is my blind trust in them;  I never paid attention to the increased fee until my accountant did the P&L for the year.  Yes, I strongly believe that they took advantage of my trust in them. Before filing this BBB complaint, I tried to resolve this issue with them in good faith, I gave then enough time and it was unsuccessful.
  

  It appears that they are working together with ******* to have a strange process where in they sign up a client at a normal and competitive fee structure, and then selectively and deceptively, increase this fee to more than double.the original rate. I would like BBB to understand how many of their customers have the similar issue. I really want BBB to STOP this from happening it to their other innocent clients,on top of being reimbursed for the additional fee charged to my account. It may need involving Worldpay in this investigation.    .

   

   

  Business Response

  Date: 06/25/2024

  As noted, we earlier, we are not employed by Worldpay and we don't control the fees Worldpay applies. 
  
  Re: "It appears, in their response, that they are passing the responsibility or blame to Worldpay in this case"
  [Blue Pebble] - Between Worldpay and Merchant (PNV ************* the contract responsibility is between the two.
  
  Re: "though they were fully aware of this increased fee for more than a year." 
  [Blue Pebble] - Worldpay communicates fee changes to Merchants (PNV Senior Car) directly. 
  We had no means to  know were not aware of these fees. We simply had no means or control of this. This is similar to saying ***************************** supplied the computer (like Blue Pebble did) and Computer Manufacturer is reposible for *********** Charges for Office Software because Computer Manufacturer supplied the computer.
  
  Re: "I never paid attention to the increased fee until my accountant did the P&L for the year."
  [Blue Pebble] - Again, Blue Pebble did not charge PNV ************ Yet, they want compensation from Blue Pebble because we supplied equipment.
  
  Re: "I never paid attention to the increased fee until my accountant did the P&L for the year."
  [Blue Pebble] - Again, Blue Pebble did not charge PNV ************ Yet, they want compensation from Blue Pebble because we supplied equipment.
  
  Re: "It may need involving Worldpay in this investigation."
  [Blue Pebble] - Yes, this is the correct course of action. This complaint should be filed against Worldpay.

  As PNV *********** admits in their own response, they made mistake in reading their own relationship/communication, it indicates this is a wrongly filed complaint against us.