ComplaintsforHorizon Payments, LLC

• Initial Complaint

  11/28/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We have had consistent issues with riverside payments/clover. We signed up last june (2022) and were told multiple times that they would be our rates with square, and showed us numbers that were going to save us $300-$400/month. They also pre-qualified us for almost $30k in capital and said that they would be able to pay off our current loan with square with that as well. All of this has been wrong. Even after rate reviews, adjustments, and refunds, we are still paying more than we were with square, our clients are having issues with hold amounts being put on their transactions, and we have NEVER been able to get ANY capital because clover does NOT pay off square loans. For our business we have had to subscribe to multiple apps and pay extra monthly to do the same things that were wrapped all in one on square, and we are paying MORE for this system, as well as still having to pay for our Square loan! i have reached out MULTIPLE times to try to cancel, they said they could waive the $695 cancellation fee but that my equipment lease is NON CANCELLABLE! We are being charged $255/month for the equipment we have (card reader, POS, drawer, and 2 Flex Readers). For the remainder of the contract (over 3 years) it comes to over $9000!!!! They want me to pay that up front in order to get out of it! This equipment in total only costs around $1500 total, so in the last year and a half of using it, it has already been paid for. We recently had a break in and are recovering from the damages, while going over bills, we decided it would be best for our business to cancel this and go back to square, so that we can go back to having everything in one place. And are actually considering going cash only for a while until we get caught up on things. I have called multiple times since at least september trying to get numbers sorted out and to see if we can cancel. Every time i have been told that someone will be back in contact with me, and it wasn't until recently i got the call.

  Business response

  11/29/2023

  Hello,

   

  We apologize about your concerns but it seems your account is not with ********************** at all, this account is with Horizon Payments. We are not Horizon Payments, but we have sent your concerns to them on your behalf in good faith hoping they can resolve and assist you.

   

  Best,

  Riverside Payments

  Customer response

  12/04/2023

   
  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.  I look forward to hearing from horizon payments ASAP
  
  Sincerely,
  
  *******************************

  Customer response

  01/02/2024

  I guess i am extremely confused, as communication i have received as well as my bank statements say RIVERSIDE PAYMENTS as you can see from.the email screenshots and bank statement screenshots i have attached... i initially responded that i was satisfied with their response UNTIL i looked into my emails to see where my confusion with riverside came in,  because obviously riverside and horizon sound nothing alike.  These emails even have RIVERSIDE PAYMENTS ADDRESS

  Business response

  01/23/2024

  Good Morning *********,

  Thank you for taking the time to follow up on your request! I wanted to first take a moment to explain that Horizon Payments is a Sub-ISO/sales ****** of ********* payments.. Horizon Payments is the company that handles all sales and servicing on your account. Our role in this matter is to ensure that proper sales practices are followed that align with the requirements **** and MasterCard put out for the industry. We have many Sub-ISO's who work with us because we have the relationship with the banks and the processors that ensure you receive your deposits on time, we have escalated the account further to provide clarification to your business and connect with you today.

   

  Sincerely, 

  ********* Payments

  Business response

  02/01/2024

  Good Morning *********,
  Thank you for taking the time to follow up on your request! I wanted to first take a moment to explain that Horizon Payments is a Sub-ISO/sales ****** of ********* payments.. Horizon Payments is the company that handles all sales and servicing on your account. Our role in this matter is to ensure that proper sales practices are followed that align with the requirements **** and MasterCard put out for the industry. We have many Sub-ISO's who work with us because we have the relationship with the banks and the processors that ensure you receive your deposits on time, we have escalated the account further to provide clarification to your business and connect with you today.
  
  Sincerely, 
  ********* Payments

  Business response

  02/09/2024

  Good Afternoon *********,
  
  Thank you for reaching out on this matter again. As we have previously discussed the relationship between Riverside and Horizon, I will not dive completely into that again, however as a recap, Riverside is the regulatory body for Horizon as a Sub-ISO. Riverside assists Horizon in gaining access to what they need to conduct business. You are signed as a Horizon account and this matter should be moved over to them. We have advocated on your behalf, seeing as you have brought this to our attention, and they have solutions for all of the items that you have brought up in your complaint including the agreement to pay off your loan with Square, the Clover application charges, and the overall cost of your equipment.
  
  In speaking with the Horizon team, they have attempted to contact you via text, call, and email on the following dates:
  2/8/2024
  2/5/2024
  2/1/2024
  1/30/2024
  They are working diligently to rectify these issues for you, but they require some additional documentation and a conversation with you to get these things handled. They are indicating you are still processing with them which is great, but in order for these items to be handled, they need to get in touch with you ASAP. Please call them back at ************.
  
  Best,

  Riverside Payments

  Business response

  07/14/2024

  Good Afternoon *********,

  In regards to the confusion you expressed about your statements showing Riverside Payments when you signed an agreement with Horizon Payments, it's actually very simple. Riverside is Horizon's parent company. Much like you are not the listed person that signed the agreement with us, ***************************** was the signer, and would assume that is who owns the business. It's that same type of organizational structure as ********** having many different supermarkets operating under their umbrellla. They have **** *****, QFC, ****** ******, etc. There is a corporate name and a doing business as name. I hope this brings clarity to your confusion.

  Furthermore, your account has been cancelled with the waiving of the *** as well as no longer charging the monthly lease amount that you agreed to be responsible for when signing the agreement in the beginning. We also have issued refunds to help alleviate the burden while your business was going throug a rough time. I hope we've now satisfied your requests and can resolve these lingering issues. Please feel free to reach out if you have any questions.

  Thank you,

  Horizon Payments

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello. I contracted to use this merchant services company in April 2023 and was promised they could fully integrate with my POS system. They were not able to. I was charged $44.09 on May 8th and $42.95 on June 8th. I have been in contact with this company since May trying to get a refund but no one will respond.

  Business response

  11/16/2023

  Our communication with ******************** has primarily been channeled through ******, our VP, and has been consistent with updates on the cancelation of the account starting in July 2023 and as recent as the middle of October 2023. ****** has continually reassured ******************** that any charges incurred will be refunded through our lease buyback process being that the business never started processing with Horizon Payments. The lease buyback process is handled by our Merchant Experience Team and can take some time to accurately complete, which has been communicated on multiple occasions as well. All we've requested is screenshots of any charges on behalf of Horizon so we can be sure we capture the full refund needed. We are committed to completing this process as quickly as we can and have no problem communicating with ******************** any updates as they become available. We will get the team together again and see what kind of timeline is left or what tasks are still required to complete the lease buyback process and issue a full refund to *********************

  Thank You!

  Customer response

  11/22/2023

   
  Complaint: 20873438
  
  I am rejecting this response because: I received the equipment lease refund on 8/31/2023. 3 months later, I still have not received the merchant fee refund. I received an email from ****** on 10/4/2023 telling me he would look into it, but he has not responded.

  ************************;<******************************************>
  ?
  
  ?
  ?
  ?
  ?
  ?
  To:*************************
  Wed 10/4/2023 11:25 AM
  
  
  
  Start reply with:
  Thank you. I appreciate it.Thank you!Sounds good, thanks!
  
  Good Morning ****,
  
  
  I'll look into this and get back to you later today. 
  
  
  Thank You!
  
  
  
  *************************
  VP / Director of Corporate Development
  Horizon Payments
  **************
  ******************************************
  www.savewithhorizon.com
  ***********************************
  Suite 150
  *********, ** 98661
  
  
  It has now been 7 months since I was not able to use their services.
  

  
  Sincerely,
  
  *************************

  Business response

  12/12/2023

  We have been in contact with ************************* multiple times in recent months while his lease works its way through the unwinding process. We decided to let **** out of his lease rather than impose the full extent of the lease terms as a goodwill to him and his business. We have responded multiple times with the next steps and expectations. The leasing company is still working on getting the lease through the buyback process. Everything will be refunded, as we have continued to reiterate with ********************.

  Customer response

  12/20/2023

  Hello.

  I would like to keep this complaint open as another month has gone by, and I have still not received a refund after Horizon said they would get together to resolve the matter. This matter has now been going on for 8 months. I received the refund for the leased equipment back in August. 

  Thanks.

  ****

   

   

  Business response

  07/14/2024

  Greetings ****,

  In reviewing your account, everything is closed with no additional charges and all necessary refunds have been processed. Please reach out to our support team if you have any questions in the future.

  Thank you,

  Horizon Payments

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a contract with a Riverside Payments on 01/2023 for the lease and use of clover equipment POS. For the business Gourmet Corn ******* Cuisine for a monthly fee. But the business was close right after I signed the contract. The equipment and account with them was never used at all. I breached the contract and I didn't return the equipment when they require it. It's my fault. I was super busy at the moment in a different business.Then, they fully charged me the equipment and charged my bank account. It's totally understandable.But now I own the equipment.The problem is this. In retaliation, they have the account and the equipment locked. So I can't use it with a different merchant.Brand new and sitting obsolete there.I went to Clover, who is the owner of the software, and they told me Riverside needed to unlock and release my account because the equipment was fully charged to me and now it belongs to me.And they don't do it. Clover advice me to take Riverside Payments to small claims court.

  Business response

  11/16/2023

  Hello,

   

  We do see you have an active account with **********************, but not Riverside Payments. We apologize as this may cause confusion. We can reach out to Horizon on your behalf and ask them to reach out to your contact information here directly.

  As an aside, equipment can be "locked" to the processor, just like a cellphone is locked to the carrier, this would be the payment portal they use and may not be tied to Horizon, we apologize if you were advised to seek legal, we would love to see this correspondence if you have it via email or screenshot, as we are a direct partner with Clover, and they can see this was not tied to us, but Horizon Payments.

   

  Best,

  ********* Payments

  Business response

  12/11/2023

  As stated by the complainant, there was an agreement signed to lease equipment to them. They were in breach of the contract and paid the cost of that breached contract. As it states in the agreement, this is a lease of equipment not for ownership of the equipment. This merchant called us wanting to get their new business processing with our services so would have to enter into a new contract. Everything is there that states very clearly that this was a lease, not ownership. The complainant has attempted to argue that they own the equipment but that is not how our lease, or any other lease works, and that is detailed in the agreement that he references. He violated the terms, paid the cost of violating those terms, and now wants to claim ownership of the equipment. When you lease a vehicle you can't violate the agreement, pay the penalty, and then claim ownership. This was clear to this merchant.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello. I contracted to use this merchant services company in April 2023 and was promised they could fully integrate with my POS system. They were not able to. I was charged $44.09 on May 8th and $42.95 on June 8th. I have been in contact with this company since May trying to get a refund but no one will respond.Please help. Thank you.

  Business response

  11/06/2023

  Hello,

   

  Another one, this is not associated with Riverside Payments, it is with Horizon Payments. They have their own BBB and we would appreciate this removed from our page as it has nothing to do with an experience with our business

   

  Thank you,

  Riverside Management

  Business response

  11/08/2023

  We are confused, I can respond to this merchant but they are not associated with us our our services. We have talked about this with admins prior at BBB and just had 30+ cases removed due to this.

   

  Can we have assistance on why we are needing to respond or keep this open, when its not associated with Riverside Payments?

   

  Best,

  Riverside Management

  Business response

  11/08/2023

  Hello ****,

  We appreciate the reach out, but we are not Horizon Payments. We can reach out on your behalf to have them contact you, though they are not associated with **.

  We appreciate you,

  Riverside Payments

  Customer response

  11/15/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Back in March, my business signed a contract with Horizon through their local agent. On the contract she outlined the flat rate and associated fees and noted how fees associated with the machine were not our responsibility (included in the contract). Once we saw the amount we were being charged was way more than the contract indicated, we were shocked. We moved to terminate the contract, which was very difficult as they did not respond to emails appropriately they would tell you they're dealing with it and never get back to you unless you followed up and you were back at square one. Once we did manage to talk to someone, they asked us to send the machines back which we did right away, (and we can provide proof of). However we are now being charged by 3rd parties such as the equipment leasing company for a charges associated with the machine. This is Horizon's responsibility, we were never supposed to deal with these 3rd parties, let alone pay fees associated with machines (Horizon agent claimed and even wrote on the contract that there were no machine fees or HIDDEN fees). We are now being threatened with legal notice for **** in fees from Cascade leasing for machines we don't have, nor have the responsibility to deal with. We were outright lied to and quite literally charged fraudulent charges by Horizon which we had (and still are) to work with out bank to resolve, one claim at a time. I feel taken advantage of as a small business, and was even more upset when I got a chance to read the reviews by other small business owners who have the same issues and were ultimately ordered by Horizon to pay THEM another $1000 for machines. The ****** reviews are abhorrent, the customer service is so unhelpful I haven't even had time to try dealing with them again because I'm too busy dealing with these 3rd parties they're associated with.

  Business response

  12/29/2022

  The claims of being lied to is false and dafamatory. We are transparent and clear through the process as to what we offer and back it up by putting it in writing, some points in multiple places, throughout the quote and signing process. We save merchants money while providing the latest in hardware and software at the highest level of security for debit/credit and contactless payment processing. We back what we say in writing to provide reassurance that if things don't work out, and we aren't saving you money over your previous provider then you can terminate the agreement. Unfortunately, we aren't able to please everyone for one reason or another. In those cases we 100% refund any charges to a merchant prior to using our services to process in your business. It does take some time to unwind things in the proper ways. All we ask is that screen shots of any charges prior to processing be sent to our support team to initiate a refund ticket. We appreciate the opportunity to attempt to improve on the fees and rates your previous processor was charging you. Thank you for your patience while your account gets closed in the appropriate manner. We wish you prosperity and success with your business.  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am the owner of ********** in ****** **. Over a year ago I tried processing credit cards with Riverside/Horizon and it didn't go very well for me. Horizon/Riverside kept taking money from my account and never gave me services. With several complaints I was able to get that resolved.Here we are today and $5000 has been taken from my account when I was told by *************************, the director of operations for riverside, that this wouldn't occur anymore because all contracts have been bought out. The $5000 is for registers that I have returned and no longer have in my establishment. I want this issue resolved once and for all and I want all my bank account information erased from their system.

  Business response

  11/23/2022

  Hello *****,

  We apologize for the error in billing from FDGL. We have contacted them and they have confirmed that the funds will be reversed as soon as the pend cycles. This has been expedited. Thank you for reaching out an letting us know. We never want to interrupt your business nor cause any frustrations. We appreciate your patience in this matter.

   

  Sincerely,

  Riverside Payments

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

  Customer response

  11/23/2022

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  09/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed with riverside in 2017 for no contract cancel anytime CC processing. After a few years i decided they were to expensive and canceled their service. This is when i found out that they had tricked me into a 4 yr lease on a credit card terminal that i made clear to them that i did not want or need and had no use for. They sent it anyways. When i canceled their service i was told that i needed to return the processor or be billed for it as well as being forced to buy out the contract, over $4000, but nobody would tell me where to send it. So i delivered it to riversides office and they apparently lost it. Then the equipment ****** started threatening me with collections. I tried contacting riverside and nobody wanted to talk to me or help me. So i wrote a review on ****** detailing my experiences with all of this in hopes of saving others from this scam. Riverside contacted me immediately and was willing to help me if i agreed to take down my review. We made a deal, i took down the review. Riverside would make a deposit into my account each month for the amount of the lease payment and the 3rd party lease holder would withdraw that amount. This went on for 2 years. Then in 2/22 riverside reactivated my account without authorization and started billing me a $149 monthly service fee. I contacted them and they acknowledged that they should not be billing me and issued a refund. Then in March, April, May, June, July and August the same thing happens. They refunded me each time and told me it was system error and they were going to fix it. But it didn't stop until i went to my bank and put a block on all transaction by them and their 3rd party equipment ******. They owe me $149 from the last time they billed me and are telling me that they can't send a check, I need to reauthorize them to access my account to get my refund. Now i also have the 3rd party lease holder trying to charge me and are threating me with collections. This was a 4yr lease, its been 5yrs.

  Business response

  09/07/2022

  Hello,

   

  Our records show that the processing account has been closed and that the lease agreement has come to term. You shouldn't be receiving any charges from the leasing company as the equipment was sent back to ********** Global Leasing. We do have a check being send to you for a refund that is owed. We will contact you to discuss the account in further detail to see if there is anything outstanding left on the account.

   

  Sincerely,

  Riverside Payments

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

*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. ↩