Complaints

• Initial Complaint

  09/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  All negative reviews online are true about this company. We purchased a point of sale system from this company. We needed them to provide assistance with their software due to laws that changed in our industry in the State of California.This company has been unresponsive to our requests. We have emailed and called at least 20 times. No support is given for their product. No one on the support team (*****) will call back to support their product. Front desk receptionist is rude and unhelpful. This is the worst experience with a company Ive ever had.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Feb 01 2023, I signed a agreement with ************************* of InfoTouch to supply my company with hardware and software which I paid for in full upon signing. I was put i touch with the software designer and over the course of the next four months, ******* and I went back and forth over the back-end of the software. I didn't hear anything from InfoTouch over the summer and by fall I was getting nervous. I had previous conversations with ***** and was reassured that I would be followed up with. By October, there was no longer any communication, follow up or return of calls/texts. In December, I learned that ******* was leaving their company and ***** and **** (CFO) were not returning multiple parties calls. My attempt to resolve my account through email, text and calls remain unreturned as of todays writing 03/28/24.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed an agreement for InfoTouch to provide a POS system for my butcher shop. Once the agreement was signed on 1/04/2023 for the financing. They stopped answering my calls. I would have to repeatedly call and leave messages to get a response. I was promised for months that progress was being made but always a delay. Once the system was supposedly completed, again had issues with absolutely no one answering the phone calls (company wide) to set up an install date. Even had the *** of the company make numerous promises to get install done the next week or he would do it himself. Fast forward 3 weeks (with no contact) still no equipment. This entire time I was making monthly payments on the equipment and paying insurance on the equipment. In November 2023, told ***********************, *** to my understanding, I was cancelling the order and wanted refunded. I have to date no received any communication or funds. I have had my lawyer send a certified letter to InfoTouch, it was received and still no communication. I stopped payment to Leaf (financing company that Info Touch works with) and they have reached out with no response. In total I have paid $3810.80 to Leaf for the equipment, $257.52 to Leaf for insurance on equipment and $396.15 in merchant processing fees to InfoTouch *********************** Systems) which of course I had never got to the point of processing because I never received the equipment (processing fees started Jan'23 till I got them stopped in Oct '23). Total money paid out $4464.47.

  Customer response

  02/22/2024

  ********************************** Inc

  ********************;

  ******, ** 74061

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

• Initial Complaint

  01/13/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a point of sale system in July 2023, with expected install in September/early October 2023 according to the sales rep. I followed up numerous times for the reports I needed to program the system and rarely heard back. As of the end of December 2023, the reports had not been sent, so I requested a full refund. It's been 2 weeks since I requested the refund, and I have not received a meaningful response. I do not trust them to actually provide a refund.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchased a point of sale system with this company in December 2021. We had issued a check for $37,000 for hardware and software. We were told by the infotouch resellers that this new "meat processing" point of sale system would perform in a manner that would eliminate 18k of expenses a year by switching. System was finally installed at one location in September 2022. Immediately we had numerous issues with the point of sale. We were advised when we purchased this that it was multi-store capable, which after the install we learned that it was not. A "fast" patch was implemented to upgrade us to an Enterprise Version that would allow multi-store compatibility. The patch was complete in December so both stores were up and running. Once this was complete the gift card function malfunctioned. This is our busiest time of year and we sell tens of thousands of dollars in gift cards. It was malfunctioning in a manner that would take the customers money but would not load a value on the purchased card. When the gift card was presented at a later date for a purchase, hundreds of cards showed there was no value. The system would also load incorrect values to random card numbers which compromised our data that was provided to infotouch. This cost our company countless dollars. I asked for a refund which was granted by infotouch. They provided me with a letter that said I had 30 days to accept, purchase a new system and they would refund the money. It took a company that has been in business 37 years 5 months to complete an install therefore the 30 day period allowed is not only unacceptable it is also unobtainable. This matter has cost our company in excess of 65k, our vendors have not been paid as promised by infotouch which we had to absorb the expense. I have emails, phone messages and text messages from the reseller and the seller that provides a great deal more information if needed.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Chestnut Mountain ************** is mutao client of both of ours. Me (********************) purchased a new *** system from InfoTouch ************ who never finished the job of installing for the business. However, they got delivery. We never finished the set up and long story short, The owner **** unfortunately passed away so we sent the *** back (per *****'s instructions) that was never taken out of the box requesting a refund, less a stocking fee and for the last year, I just keep getting the runaround with a lady named ***** ************** or ***************** that was supposed to be getting me in touch with a guy named **** ***************** to settle this and send me a check for the refund. I have to say ***** had been very responsive and cooperative up until about September trying to help me find a ********************* because she was my only contact for the business at the time of original set up. She's been referring me to **** who has my info & is "supposed" to reach out never did since last end of February I've been trying to get a hold of **** for the last **** months. He has refused to call me back after multiple text messages and voicemails to resolve this issue and matter to make it right. They have their brand new system back in the original box that was NEVER opened nor removed from original box and I just want to talk to somebody about this what time a company about a resolution and what is right which is our original purchase of $10,000 for this new *** system less the restocking fee. that's a lot of money there was holding from me. Thank you for your time and looking into this as I tried to resolve this with the merchant before I had to get a hard road and file a complaint. Thank you and have a great day.

  Business response

  03/24/2023

  The customer of record is Chestnut Wine & Sprits and the order form and licenses are signed by **********************  There is no request for a refund letter or email from the customer of record on file.  Some months after the order was delivered and without an RMA, equipment was returned to us; no documentation for the return attached.  

  In review of the installation, there is communication with ********************* through about February of 2021; last communication was pending action to be taken by him (he was making decisions on inventory configuration).  After that, no communications are able to be confirmed.  There is no notification of ******************** passing which seem to be (from public records) April of 2021 and that he passed away in hospice meaning he was ill and out of his business operations for some period of time prior.

  **************** signed the order form and agreed to all terms and conditions.  Note that all software and training fees are explicitly non-refundable and there is a 20% restocking fee on returned hardware.  I have located all of this original, signed documentation and can make it available to the complainant as required. 

  Our company has no knowledge of the nature of the obligations and transactions between ******************** enterprise and ********************.  However, I can see that despite the credit card receipt stating ******************** name that the authorizing party was ***** who appears to be affiliated with ******************** indicating that CPP may have made the payment.  However, the obligation for the terms and conditions still apply as stated on the quote and order signed by **************** (as stated above) so the refund request for the original amount of the sale is out of order.

  CPP does not appear in the client database, just ******************** enterprise.   I will reach out to the complaining party to see if we can find an amicable resolution given the circumstances.  The nature of the delay is in large part related (from the business office here) to the disconnect between the payor (CPP) and the customer of record (********************* dec'd and his company).

  *******************, CEO 

  InfoTouch Corporation

  Customer response

  03/29/2023

  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.
  
  Regards,
  
  *************************

*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. ↩