Reply from ProMerchantJan 23, 2021
** This is a libelous and false review and we hereby demand that this person immediately cease and desist harassing our business, employees and posting libelous claims online. This review has already been reported to TrustPilot as being in violation of their terms and conditions. **
While everyone is entitled to an opinion, we cannot allow people to make false claims about our business or employees. Here are the facts:
1) At no time was this person or their business an actual customer of ProMerchant. Rita Carnevale (of "Neighborhood Mailbox" in Wilmington, DE) contacted ProMerchant for the first time on Friday 1/22/2021 and emailed and spoke with one of our representatives that day. After several calls and emails that same day, Rita expressed a desire (via email) to our representative that she would like to move forward and for him to send her an application. After that (keep in mind this was a Friday afternoon), our representative had to check out from work for the rest of the day to attend to a personal matter unexpectedly. When Rita did not hear back from our representative after a few hours on the same day, she posted a negative review on TrustPilot that said ProMerchant has, "HORRIBLE SALES SERVICE !!!". For most reasonable people, horrible sales service would not be defined as working with someone on a Friday and not getting a reply from them when they had to be away from their desk on that same day to attend to a personal matter. At all times, Rita could have called our phone number to work with any other employee or could have emailed our general mailbox through our website. While we are sorry that our representative couldn't help her once he left for the day, we do not believe this warrants a 1 star review.
2) ProMerchant cares deeply about our merchants and we provide excellent service and support to all of our merchants. We have a stellar reputation with all great reviews on TrustPilot prior to this one, which is why our Managing Director reached out to her via email to see how he could help and to look into the matter further for her. At no time, did he send disparaging emails or harass her. His communication was responsive, sincere and honest and he took time out of his Saturday to do so to see how he could help and she wasn't receptive to any of his professionalism, even while she was attacking his character in an unwarranted manner.
3) Rita's claim that our Managing Director posted fake online reviews about her business is libelous and without merit. In fact, when doing research right now to find and read reviews about her business (named "Neighborhood Mailbox" in Wilmington, DE), the most recent review on Yelp is from 7/1/2020 and it is a 1 out of 5 star review. Further, the most recent Google review for her business is from 3 weeks ago. It is important to note that her Google Reviews business rating is only 2.7 out of 5 stars with many scathing reviews about how she treats her own customers in a rude manner. There are a large amount of negative reviews, which says it all. The applicable saying in this situation would probably be, "Those who live in glass houses should not throw stones".
4) Prior to the day she left a negative review for ProMerchant, she also attacked several other credit card processing companies on TrustPilot and many other businesses. The responses from those companies speak volumes and further validate our position. You can view her other negative reviews here: https://www.trustpilot.com/users/5e403cc468c4b9fba1c5de95
5) Further research on this person also brings up items such as this: https://law.justia.com/cases/delaware/court-of-common-pleas/2008/104920-1.html
We care deeply about our customers and doing right by them, but we do have to defend our company when wrongfully attacked in this manner by someone who wasn't an actual customer of ours. Our full set of reviews on TrustPilot, from actual contracted merchants, is a better depiction of our business.
