ComplaintsforSpotHopper Inc

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed a 12 month contract with Spothopper LLC which is an all-in-one marketing and operations platform that helps independent restaurants drive revenue online. I own a food truck. Part of the agreement was they build a website that has a function where customers purchase food online. Our food truck services bars regularly on the weekends where online ordering is a big part of our business. I discovered stripe, was not connected to our website that enables the online order to be placed and paid for. This has caused us to loose thousands of dollars in revenue. All the while we have been paying for this service and have not had the functionality of it. Spothopper has not made any attempts to provide any type of credit to our contract/invoice. I stopped payments on the automatic withdrawal of $449 a month to try to get some sort of resolution in February. They promised to waive the monthly payments for two months then the very next day changed their minds. They then went on to accuse me of not paying for the month of January and I have bank statements that shows payment was posted. They have passed me along to several different people. All who tell me different things. Ive called the billing department and I get no response. All they do is keep sending me invoices but will not discuss the fact that they arent providing the service Im paying for.

  Business response

  04/12/2023

  This is very unfortunate and we feel terrible that this happened. Our plaform allows for 2 ways to accept online orders. 1: Charge for orders online at the time the order is placed. 2. Charge for orders on pickup or delivery. Customers choose which one they prefer. 60% of our clients prefer online payments because they are convenient. 40% of our clients prefer the 2nd method, because credit card companies charge less for in-person payment, plus some in-person payments are made in cash, therefore there are no credit card processing fees. When our customers choose to take in- person payments, every time an order is placed, our clients are reminded that they need to collect payment on pickup or delivery. If a customer does not enable online payments and they ignore our team's instruction that they should collect payment directly from their diners on pick-up or delivery, we can't be held responsible for that decision. 

  Despite all of the above, we are here to empower our customers and felt it was best to offer compensation to help resolve this problem.This is a cost we had to absorb even though we strongly feel the error was not caused by our product or employees. We made multiple attempts to offer fair compensation which this client initially declined. Thankfully, we were able to agree on an adjusted amount to continue moving our relationship further. 

   

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