We are a small company and approached Merchant Warehouse so that we would be able to accept credit cards, knowing that this would raise our profit potential exponentially.
I was told that we would be able to be set-up within days (it was imperative that we be up and running by a specific date/even). They guaranteed that we would be.
The date came and went and the account wasnt set-up and no card reader had been received. They finally got one to me the following week - too late for my event.
Upon checking my account I realized that I had been charged twice for the card reader and assumed that my bank had made the mistake. I challenged my bank which came back with the news that Merchant Warehouse had put the check thru for processing twice using two different methods.
I questioned how such a thing was possible, it turns out that Merchant put the initial charge through as a check against the check number and then again a few days later as a debit (no check number required).
They said that there was nothing that they could do and that I would have to resolve the issue with Merchant Warehouse directly. I have been back and forth with Merchant Warehouse since the beginning of March '07 and still without a resolution. They finally credited me back the double charge the end of May '07, but still haven't credited me back for the card reader which I returned along with my account cancellation request form.
Previously when I called for a status update I was told that it would take time for shipping to put the credit thru. Then I was told that I needed to speak with the supervisor, who was never available to speak with me - though I have left her (Christine x 249) a number of messages from March to-date, I am still without a response.
In the meantime I have been receiving bills for monthly charges (for an account that was never used and has never been completely set up) and they also signed me up for services that I never opted for (for which I was also billed)!
I have since contact American Express and Discover Card and they have issued full credits, so I must acknowledge their great customer service!!!
Today I again called Merchant Warehouse this time to be told by Lisa Sar that I was lying that I had sent the card reader back and that they have no plans of crediting me back the $99, nor the monthly fees that they have charged me since March 07! When I asked for a supervisor she told me that she is a supervisor and that no one that I speak with will tell me anything different.
I insisted that I speak with her boss and she again refers me to Christine. I inform her that I have been referred to Christine on all my previous calls and that she have never responded so I would like to have her bosses information. No, I will not give you that information, is her response. I ask for the information on the president of the company, and again I am told no, she will not be providing me with this information. I ask if such information isnt supposed to be public knowledge, she insists that she will not be giving me any additional information.
I assure her that this will not end here, and she transfers me into Christines voicemail for me to leave her yet another message (which I did).
In doing some research I find that the owner of the company is: Henry Helgeson and that he was selected by The Boston Business Journal as a recipient of its 40 Under 40 honorees for 2006. Currently in its ninth year, the award recognizes Greater Bostons 40 top emerging business leaders under the age of 40.
Yeah, I guess the rest of American entrepreneurs would also be thus recognized if their business was build on double billing customers and then scamming them out of legally due credits! Mr. Helgeson, you have trained your people well, they do whatever it takes to bring the money in, even if it means fraud & deceit.
Next time youre sitting by your pool drinking that tall cool drink, just know that one is on me, enjoy!
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