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Review 6/8/2010
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Innovative Merchant Solutions gives you the runaround. At fist I didn't think they even had a retention department. I called 15 times waiting on hold 4 minutes each time and would get cut off. Then call back talk to a different receptionist and do the same thing, I would explain to them I didn't push any buttons that their system was cutting me off and they acted like I was stupid or something. Finally I stopped going through the automated prompts even though that's what I was being told to do and finally after hold for a near 15 minutes I was able to talk to a real person!
Then she told me that she would cancel my account (which I had already sent in a letter well over a month ago plenty ahead of time in order for my two free months from Quickbooks to not be charged for $39.95 that I am now disputing). She said that she would call me no later than the next day so about returning the money because she noticed that I had NEVER completed my online agreement (which I didn't because I was still undecided about the machine) and that they may be able to get my money back. I waited the entire weekend to hear back and even gave it an extra day, I went through the whole calling in and holding process all over again and talked to an extremely hateful woman in the retention department. She then proceeded to say why Janice was wrong, how they NEVER refund money (which is funny because the BBB shows all of these resolved disputes wish I would have looked at this before I called her) and then told me I had to leave a message on a machine with my dispute but that it wouldn't matter because I wasn't going to get my money back.
I told her don't transfer me, I wanted to speak to someone else, preferably a manager and she said that she wouldn't let me that I had to talk to that machine. I don't understand what it is with this company and not talking to people? I had to send in a formal letter to cancel my service instead of talking to someone, then it was supposedly "lost" and thus the $39.95 charge to my account, and now I have to talk to a machine to resolve to my payment issue? Where is the customer service here?
I followed the exact steps that I was told. I didn't even sign the agreement in the email I was given, so I was surprised when I even received the machine. Then I followed the steps to cancel the account correctly. It took me 4 phone calls to even figure out what the charge was from my bank. Oh and to top things off, I have this so called Merchant # which I had to get from my bank, that doesn't even work because I never did the paperwork...so that tells you that I didn't authorize anything. It was supposed to be 2 months free and then charges after that if I decided to use it or I could cancel the service. I cancelled in plenty of time when I sent my letter in. I think their method of having people send in letters (not everyone has a fax machine) and leave messages to people that never call back is a terrible business tactic and a scam. I guess I'll call back tomorrow and follow up on message...I hope I have half a day free to wait on hold...
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Business's response - by LeAnneJon 6/8/2010
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First I would like to apologize for the confusion you have experienced. We are dedicated to providing quality customer service and are disappointed to learn that you have received conflicting information in the attempt to resolve your complaint. Next, without additional information about your account unfortunately I will not be able to resolve this matter. However, if you would like to email me your merchant number, business name and address, I will be happy to research this further and help find a resolution. My email address is ljespersen@innovativemerchant.com. Thank you in advance for your patience while I review your account.
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