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Business Profile

Point of Sale Systems

PointOS

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Point of Sale Systems.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/19/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    This request is on behalf of ******************************** as I serve as their Assistant Fire Chief and Treasurer. We have a yearly service contract with PointOS for two POS Terminals for a cost of $799.98 each year. This year we paid our service contract and received a receipt for a total of $799.98. The problem is they also made two extra bank withdrawals for $1,998.00 each for a total of $3,996.00. These two charges were not authorized, and they did not provide any type of receipt or communication for what those charges were for. We never authorized those charges and have been requesting a response from PointOS with no answer. The two responses I have received were generic and that they are waiting for a sales specialist to get back to them. At this point, our bank account bounced twice due to this issue, and this is for a volunteer fire company which each ***** is crucial.I've sent multiple emails, called, and ******** messaged with failed results. We have disputed the charges with the bank, but unsure how long that will take to resolve. We are looking to just have the $3,996.00 returned to us as they were never authorized to take those funds. It seems like this is a common problem with this company as their communication is horrible. We have used this company for over 10 years with no issues, and we are in the process of removing their equipment for a new vendor.

    Customer Answer

    Date: 10/04/2024

    I have not heard from the business in response to my complaint. They reached out on 09/19/2024 admitting to a billing error and mentioned it would take 5 business days for the correction. At this point there is still refund and the business will no longer answer phone calls or emails. At this point we are not sure what else to do as we can't get any communications from the company even after they admitted to the fault. I attached the latest email chain. I'm also working with PNC Bank to try and get the funds back, but they are still investigating as well.

  • Initial Complaint

    Date:06/04/2024

    Type:Order Issues
    Status:
    Answered
    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.
    I own 3 live License of the original software, that includes free support. Support told me that the company was sold and they can not longer provide support. I did pay one time support because i had no choice, than i got no support. They try to force me to pay support, but i do not want to waste my money. The software now say that i need to update and pay for support and does not let me open the software that i already pay and have all my data. This not fair, my software sit supposed to work on my computer because it is not a cloud base, and i already pay for it. I am asking to let me open my software. Of course they need to get on my PC remote to remove the block , but they refuse it because they want to *** me pay $1200 for it.

    Customer Answer

    Date: 06/17/2024

    I have not heard from the business in response to my complaint.

    They Ignore me an all what they want is money. They have no rights to not let me use a software that I did pay for.

    all my data for my business for the last 16 years is in this software and all what I am asking them is to take the block that they put on my software for me to be able to access my data. I do not use this point of sale any more , I am using square for restaurant but I need to have access to my data.

    please help

    Business Response

    Date: 06/24/2024

    PointOS does not offer free service or support. The use of our software, and customer support have a fee which can be paid monthly, or annually. The customer does not want to pay.

    Customer Answer

    Date: 06/25/2024

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    1-I did purchased 3 lic with free support in 2010. PointOS was sold and now they want to charge for support, and that block our original software. I actually pay one year and got no support at all because PointOs advertise 24/7 support and it is not true, because never get support after 5pm

    2- I am willing ton pay (1) month support so they remove the block, but no for the whole year. I just wantvtonjave acces to my data for the last 16 years, I dont even use PointOS anymore, because they have integrated payments with2 merchants and they can caharge lots of hidden fee, and no support. I am not asking to upgrade anything , I am asking to let me use my original software that I did purchase with free support, free support was the main reason I did pay 500 per each lic. It is not honest also offensive to say that I do not want to pay, They want to force customers to pay for the whole year. If they offer monthly support why they want to charge me for the whole year? We are about 175 people in the same situation, if they purchase PointOs they need to respect original lic.

    Per example I am using quicbook 2019 and intuit does not support it anymore, because they are cloud now so the can charge every year , but they do not block Quickbooks 2019 because Quickbooks as Pointos are database storage programs and small business keep all their data in there, it is not fair what PointOs is trying to to do also it is illegal.

    Hopebwe can solve it friendly, because it take  4 minutes to log in 2 of my stations and fix the block that they put to force me to pay every year. Making it clear I am not requesting updates, and some how when they got in my pc they did something on my system . Notice that they are using an application called AEROADMIN , or something like that an they get in my system anytime they want without my convent, and i have proof , video of it .  All I want is keep my old lic to have access to to my data .

     

    they 

    You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    FAQ

    Regards,

    *******

     

     

  • Initial Complaint

    Date:01/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Point of sale stopped working January 23,2023 PointOs said that *** did a update on their servers causing PointOs servers to go down. I paid for a year of support on January 9 2023 and can not get anyone to answer my phone calls.****

    Business Response

    Date: 01/30/2023

    HI ****

     

    We are sorry you experienced trouble getting in touch with our team during the server crisis. In future if you experience this issue please email ********************************** for a speedy response.

     

    Best

    The PointOS Team

  • Initial Complaint

    Date:07/22/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    We canceled our services with this company last Spring after a software update on their end left our purchased hardware completely useless, but have continued to receive bills from their payment processing affiliate (Vantiv Payment Processing) over this period of inactivity. I have reached out to Vantiv and they forward me to PointOS every time, only for my calls to be ignored. I have continued to be charged every month with no resolve and have no options to stop these payments without getting in touch with PointOS. I have only gotten through to Technical Support and they are unable to directly connect me with their Sales team that is mentioned to resolve these matters. I am seeking to cease all future payments and reimbursement for the fees that have been charged after we initially cancelled our services with this company.

    Business Response

    Date: 08/01/2022

    Customer cancelled service with our software but failed to cancel their credit card processing directly with World Pay. They are not being charged from PointOS, but with third party credit card processor (world pay) in which they need to cancel with directly. 

PointOS is NOT a BBB Accredited Business.

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