Case Study: Total Merchant Services

Words: 1281
Pages: 6
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Total Merchant Services
Transaction Fee: Yes, undisclosed
• Swiped:
• Keyed:

E-Commerce/Online Payments: Yes, undisclosed

POS Payments: Yes, undisclosed
• Swiped:
• Keyed:

Mobile/Wireless Payments: Yes, undisclosed
• Swiped:
• Keyed:

Mobile App Ratings:
• Google Play Store: NA
• Apple App Store: NA

Time in Business: 1996

BBB: Accredited, A+, http://www.bbb.org/losangelessiliconvalley/business-reviews/credit-card-merchant-services/total-merchant-services-in-woodland-hills-ca-1014350

Introduction

Total Merchant Services was founded in 1996, has approximately 270 employees, serves about 100,000 merchants and is currently headquartered in Woodland Hills, California. They are a leader in the payment processing business …show more content…
They offer debit and credit card processing, check acceptance, gift cards, loyalty programs, merchant cash advance, mobile social marketing, POS equipment, virtual terminals and more.

Total Merchant Services has a three year contract that will auto-renew after that. The Total Merchant Services website advertises "no monthly contract;" however, some merchants have stated otherwise. If you ultimately do sign a contract with them, you will need to setup an end of contract reminder or you might end up with another three-year contract in place. …show more content…
[/the-good]

[the-bad]

Total Merchant Services is an accredited business with the Better Business Bureau and has an A+ rating with 146 complaints within the last three years and 84 complaints within the last 12 months. The majority of complaints are about unethical independent agents, the withholding of funds and freezing accounts (but this is common) and lots of people complaining about receiving poor customer service in general.

Other complaints from a general internet search refer to problems with independent reseller practices, which isn't a direct problem with Total Merchant Services themselves. We also noticed an unusually high number of complaints on various forums that stateTotal Merchant Services unrelentingly solicits their business via cold calling and is extremely rude when you turn them down and they keep calling even if you've previously declined.

The Total Merchant Services contract lists a standard $295 early termination fee. However, this may be negotiable. Just remember, if you negotiate to have the early termination fee waived, or any other contract variation for that matter, you will need to get a signed
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