ComplaintsforPOS Nation

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/19/24 we decided to purchase POS Nation for our very small gas station/convenience store. we had a demo with **** and he told us that it would do everything that our current system was doing especially inventory control. We stated that we had old gas and diesel pumps and did not do pay at the pump. He said this would work for us. We had issues getting up and running, once we did we went live on May 22, we realized that we could not put in a quantity past 2 decimal points. I called tech support and stated for gallons of gas we needed this. Which most gas stations do. Tech support was not sure why we could not do this, so he said he would send to his supervisor. On May 30 I received an email that said the system was not capable of doing this and migration team would reach out to me for another option. Finally I emailed **** the rep I was working with. He said unfortunately there was no system that would handle that and there was nothing they could do. They offered to give me $500 back . He said he listened to the recordings and never did I ask about the 3 decimal pts. So its my fault. I asked him as a person who is not tech savvy how was I too know. According to the saleman he said that it would handle full inventory control. He knew that we sold Gas and Diesel so why didnt he mentioned it would not keep track of this inventory. They refuse to stand by their product and give me a full refund. I feel like I was taken advantage of. I am quite sure most people would not ask that especially since they said they handled gas/convenient stores. I want people to beware. I have never dealt with a company that is so dishonest. They also claimed I would get a rebate of $500 if we purchased in 2 days of presentation and we never did receive that. But according to **** there was stipulations which was never told to us. I have that documentation also. Not sure what all you need as I have never done this before

  

  Business response

  06/07/2024

  We understand the frustration this has caused and apologize for any miscommunication during the sales session. Our aim is not to place blame but during the sales process, it was the best time to ask questions about the software, such as "How does the gas feature function?". At the moment our software does not support the inclusion of a third decimal point for inventory quantities.
  
  Regarding the $500 rebate discussed during the demo call, we want to clarify that it requires having a processing account and processing transactions for 30 days after going live. We are open to reviewing the demo call with you for further clarity. Our priority is our customers' satisfaction. While our policy typically doesn't allow refunds, we understand the inconvenience and are offering a 50% refund in place of the rebate if you don't meet the requirements.
  

  Customer response

  06/24/2024

   I am rejecting this response because:
  

  /POS Nation said that we didn't specifically ask about gas feature. I listened to the sales call and on it he said whatever our current system,  Quickbook POS, does this system would do and then some. So with this statement , i had no reason to ask since Quickbooks did it. That's my frustration,  I am not tech savvy and we are an extremely small company have 4 employees. Why would I ask those specifics. Even when talking with the tech guy he never said it wouldn't record gas to 3 decimal pts. I have an email from salesman stating this system does full inventory.  Not so. Throughout setting this up, I asked if we're on right system for gas and he said yes. Also on the rebate NEVER did anyone tell the stipulations on it. When we  had problems with setup the tech guy told me would extend it biut never give me specifixs. In fact I didn't know them until **** sent me his  reply to you. I feel taken advantage of. In our conversations 2 wks ago he said we could send the hardware back and half back or keep hardware and $500.. Now he says he can't do that. Either way we are losing $500+ and for our small business this could be detrimental.

  

  Business response

  06/26/2024

  We understand this has been frustrating and recognize there were some misunderstandings during the sales process and afterward. 
  
  Regarding the gas feature, we understand your point about assuming a similarity with your previous system. There could have been more clarity provided especially concerning the recording of inventory quantities and the third decimal point feature. We dont expect everything to be covered in the demo call but do expect that customer to ask important questions about the functions that relate most to their business. 
  
  As for the rebate, we regret that the conditions weren't fully explained. We have tried to provide clear information to avoid any further confusion. 
  
  While our policy typically doesn't allow refunds, we recognize your situation and are offering a 50% refund.
  Per our email thread we will move forward with the terms on the 50% refund. Our ********************** will be in touch with a return label and once they have received and assessed the items, we will be able to process the refund. 

  Customer response

  06/26/2024

   
  I am rejecting this response because:

  I feel taken advantage of. When you say it can do everything our current system and more , why would I ask specifics. Our current system handled gas so I had no reason to ask that. This is what I am saying how on earth would I know to ask that. I know we are going in circles and POS Nation is not budging on their response.  But NOWHERE dis they specify the criteria for the rebate. **** said we needed to make a decision because rebate was ending. I was hesitant but he assured me this would be do what our system did and more. I have an email to state this and still nothing about rebate criteria.  I'm having trouble downloading.  I guess all we can do is send it back and get our 50% back. But I think that buyers need to beware. This program really isn't foe convenient stores since doesn't handle gas.  Which important because gas  and diesel is what we sell  most  of . 

  If want email let me know and I will try to send

  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our business was upgrading our current system with POS Nation and started this process back in June of 2023. We had to fill out an application to use their credit card processing system, which we did to get approved before proceeding. Starting in July of 2023 we started getting charged from a company automatically but could not figure out who it was, come to find out in December of 2023 it was ******** Services through POS Nation that was charging us. We had 2 locations and were being charged in both locations even though we were not using their services. As soon as the bank and myself figured this out, I reached out to ask why and they said we agreed to it, I explained the form we filled out did not state we would be charged without using services and they verified that. I asked for our money back, at which point I was told they would refund me Aug-Dec for one location because we've sold the business. This was in January. I then received another charge in February and disputed with my bank to stop it and had to issue a stop payment for all future charges since they continue. The other location they refused to refund anything on until I complete the upgrade. We no longer want to upgrade based on these business practices at which point I was told no refund would ever be given if we don't complete the upgrade. For the location they agreed to refund, I was told Feb 20th I would have refund. It did not happen, I reached out via email an again received a phone call from **** at POS Nation explaining that my refund was denied by some company that I've never heard of. I asked how to speak to them what is their number and again he said he'd email information to us. We were instructed by POS Nation that we had to fill out this application back in June to be able to upgrade the system we had that they were no longer supporting, so we did. This company worked with us to prepare for upgrade for months knowing we were not using this merchant's services'. HELP!

  

  Business response

  02/23/2024

  This is a complicated scenario wherein the customer originally purchased two store locations and signed up for SaaS and payment processing services, both with standard monthly fees that were explained at the time.

  The customer took several months to prepare the stores to go live on the software and payment processing, during which time they were billed for the above services as normal.

  During that approximately 8 month period, the customer sold one of the store locations to another owner and did not notify us of the ownership change, nor did they request for the billing to be stopped.

  Now the customer is requesting 8 months of refunds for services that were rendered as expected.  We are actively working with the customer and have requested refunds for the processing fees incurred with the payment processor.  However, the customer disputed the January fee charge with their bank, preventing the payment processing partner from releasing the refunds for the prior months' services.

  At this time we are working with the payment processor to cover the cost of the January fees that the customer disputed, and working to get them a refund of $341 for the 4 months of payment processing fees that we have been able to offer.

  We will stay in touch with the customer as we work through that process.

  Thank you

  Customer response

  02/23/2024

   
  I am rejecting this response because:  in this email thread you can see that ****** from POS Nation knew about the sale, we spoke on the phone previously and I let him know about the closing of the second location and he was caring for it, we then began to focus on Charleston's store.  You can also see that the *** Pads were never being used as I was asking about delivery.  

  We had no idea that the transition would not be seamless at the time we initially decided to pursue the upgrade and made no commitment to make sure it was live by a certain date.  

  No services have been provided on the new system or by the merchant services portion of things.  At the initial time of sign up this was not discussed.  Please provide a call that was recorded that goes into that detail.  

  We were never even told that the processor that we'd be with was not that of POS Nations'.

  Emails show Jordan ***** ******* know that zero services were provided for the merchant services.  ****** also knew back in November of the closing as soon as I was notified and the December email between he and I shows that he knew.  

  Not telling a business about charges or having statement or invoices sent to a business so they can verify where random bankcard merch fees originated is what happened here.   We went to our bank to resolve the January charge because POS Nation will not refund our money   Take that off but give everything else back.   How about we also listen to the call that I had with POS Nation in January where it was refused to give our money back unless we agreed to launch at certain time period or nothing would be refunded.  We have never had an issue with the company until we decided to upgrade, but this is pure theft at this point.  

  
  

  

  Business response

  03/01/2024

  Thank you for your patience as we continue to address the refund request. Our Customer Success and **************** teams have been actively working on this matter.
  Summary of Recent Actions:
  Email Communication: We have sent two emails from our Customer Success and **************** departments to provide updates regarding the refund.(please see attached documents)
  Collaboration with Credit Card Processor Priority: We have been in close communication with the Credit Card Processor Priority to resolve this issue.
  Location-Specific Refund Requests:
  Location 1: We have accepted the charge for one of your locations and resubmitted the refund request. Currently waiting on a response.
  Location 2: Unfortunately, due to a larger chargeback at this location, the refund request was also denied. We understand your reluctance to accept this charge.
  Fee Clarification: Its important to note that these fees are issued by the Processor and not directly by POS Nation. Both agreements, signed in July 2023, clearly outline the fees  (please refer to the attached documents). The Agreements have been sent to the Merchant and can be resend on request. 
  Timeliness: We appreciate your understanding, especially considering that the Merchant reached out several months after the initial transaction.
  We remain committed to finding a resolution that works for all parties.
  
  

  Customer response

  03/05/2024

   
  I am rejecting this response because: We got charged again this month.  Are we just supposed to continue to be charged even though email communication clearly states we are terminated?  We signed up for something through POS Nation and no one explained this was not through your company until problems arose.  We've attempted to reach out to them, but again do not get anywhere.    We will continue to fight for what is right in this matter and not be stolen from whether it is directly through POS Nation, or not.  This was set up by a company we entrusted and now no responsibility is being taken other than pushing it off to the merchant. 
  
  

  

  Business response

  03/05/2024

   Per the email from our Customer Success and **************** Team, you were warned that there would be a charge for February since the accounts were not closed until mid-month. Knowing this, we requested an extra $25 for the ***** location, raising the refund from $366 to $391. 
  We are still working with Priority regarding the $391 refund for the ***** location. Currently waiting to hear back.
  Please note, if you chargeback the charge made for February for the ***** location, this refund will be rejected by Priority again. 
  
  The ********** location is a separate issue as there was a chargeback for ******* for $113.95 [Minimum Monthly Fee ($25)+TIN Non-Compliance ($49)+PCI Non-Compliance ($39.95)]. Therefore POS Nation is unable to request any refunds for the ********** location as there is a balance on the account. 
  
  **********************, is not a Credit Processor, the application that was signed is for Priority, also known as Bold. This information is in the top right hand portion of the agreement, please see the attached document. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  POS nation offered a service to manage our Retail POS system and on the first phone call, prior to any payment,I advised them of their system needed to be able to charge ************* retail sales tax for clothing, they said they could and after ***** phone calls and emails they said they were not able to offer that service. I asked for a refund and they ignore me

  

  Business response

  11/13/2023

  Hello,

  We did cancel your billing on 9/25 when it became clear that we could not offer the specific functionality required.  Your refund for $237 for your initial purchase has been approved and will be issued shortly.

  Thank you,

  POS Nation

  Customer response

  11/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a POS system from POS nation after doing a demo and talking with the sales rep ***** He told me they could integrate with quickbooks and ecommerce platform, the latter done by a third party. After I got the system, I discovered the hardware to be very outdated and that the quickbooks integration they promised was only with the desktop version, and cost an extra monthly fee which was not disclosed. The website indicates a 30 day money back guarantee, so I requested to be refunded and was told my initial order didn't include a refund clause, so they have to charge 25% "restocking" fee since I didn't get the refund clause approved by a manager ahead of time (which I didn't even know I had to do).

  

  Business response

  12/14/2021

  Hello,

   

  We have already agreed to provide this customer with a full refund and he has been given the return instructions so we can provide his refund.

  Do you need any additional information from us to resolve this case?

   

  Thank you,

  *************************

  POS Nation

   

  Customer response

  12/15/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as long as they do fulfill their promise to a FULL refund upon receiving the items back, which I shipped today. They have mentioned multiple times that there is a 25% restocking fee, but then Will said it will be waived since I was within 30 days, though the *** on their live chat did not agree. 

   

  Should I not receive a full refund I will open a new complaint. 
  
  Sincerely,
  
  ***********************

*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. ↩