Darin Wade Towing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We completely understand the complainant's frustrationThe situation has been extremely difficult all across the boardWe have been working closely with Merchant Services and First Data Emergent Services tediously to remedy the situationWe have been doing honest business for nearly years and
have always accepted credit card payments without a hitch up to this pointThe credit card terminal comes preprogrammed with all it's parameters setThis includes batch functions and processes, as well as, address and business nameThe blunder was technological and was not due to human errorAnd was certainly NOT in the control of Big D Towing.When it was brought to our attention that in March of this problem began (although, it was not discovered until July), Merchant Services put an urgent repair ticket in and from there it has been in their handsBig D Towing does not store, copy or keep credit card numbers and as any customer can see on the receipts they sign when using their card here, we only have the last four digits and an approval code; as any merchant doesWe would NEVER just rerun cards and steal anyone's money, nor would any honest and reputable companyNor would we have that ability to as our customers themselves swipe/insert their cards at the counter and we do not have the numbers to do so!We have apologized endlessly, and will continue to, as we understand how incredibly challenging and inconvenient this has been on Ms*** *** and the many other customers affectedRefunds have been issued and we have confirmed that they are being received by other customers in the same situationThe refunds have not been issued by us but by Merchant Services and they have even spoke to customers over the last few weeks to assure them that the refunds are in processThey have also missed deadlines that they provided to us and customers directly, only increasing everyone's frustrationsWe have testimonials of other customers experience and process of this situation in regards to Merchant Services directlyCustomers who are volunteering to confirm that deadlines set by Merchant Services to them, the customer directly, have been missed repeatedly and eventually rectified after many frustrating conversations and experiencesThese customers have also been told that this was NOT due to any wrongdoing on our part and that we were not "in charge" of the refunds, nor did we collect any monies without their "pushing of the buttons behind the scenes" that we do not controlThese customers have come forward on our behalf as they realize how trying this has been for all sides and they are grateful and aware of the many tedious hours we have spent to try and right the scenario on their behalf as we have been mortified of how horrific this situation has become and we feel some level of responsibility even if WE LITERALLY HAD NO DIRECT BLAMEThis was truly just an unfortunate series of events that we would never have orchestrated to steal from our customersWe have a star reputation with hundreds of reviews and in no way did we get that respect from our customers and industry by behaving in the way this horrible situation is portraying us. Again, Big D Towing is sincerely sorry for the hardships this has caused our many customers (with transactions between March and July of 2017) over the last month and a half and as I have personally assured Ms*** ***, we will continue to make certain that everyone gets their money returned who are owed a refundThis process is concluding this week, we are told, and I have encourage customers to request a chargeback from your bank if it is not received by close of last week at their bankWe understand contacting an attorney, and have done so ourselves on the matter as this has been a complicated situation and we also needed some solid adviceFirst Data is one of the largest credit card processors in the world and the First Data Emergent Services department have confirmed that ALL necessary steps were and have been taken; just as they are required to be in these rare and unfortunate situationsThis confirmation came when we ourselves, after literally tens and tens of hours, were extremely doubtful and suspicious of what was going onHow can we blame anyone else for feeling the same way?!