|Sales & Marketing|
|Costs & Contract|
|Complaints & Service|
ElitePay Global Overview
ElitePay Global (elitepayglobal.com), formerly known as PrimePay Global and International Payment Services, LLC, is a merchant account provider headquartered in Henderson, Nevada. ElitePay Global may still offer some of its services under the PrimePay Global name, but it should not be confused with PrimePay, an unrelated merchant services company. ElitePay Global resells the payment processing services of First Data. Founded in 2005, ElitePay Global offers payment solutions including online gateways, portable payment systems, mobile payments, point-of-sale systems, and countertop terminals. ElitePay also provides merchant training and equipment sales. ElitePay Global is a registered ISO/MSP of Wells Fargo Bank, N.A., in Walnut Creek, California, and is located at 2850 W Horizon Ridge Pkwy Ste 200, Henderson, Nevada 89052-4395.
ElitePay Global appears to hire independent sales agents to market its services. Generally speaking, independent contractors receive little training or oversight while in the field and are motivated to increase their commissions by signing merchants up for expensive contracts. This hiring practice usually results in elevated complaints among merchants. ElitePay does not appear to be an exception, as we are currently able to locate multiple ElitePay Global complaints filed by merchants and employees that describe unethical behavior by the company’s sales agents. Common complaints include misrepresentation of rates, nondisclosure of expensive contract terms (especially those attached to equipment leases), and poor training/support for employees.
One complainant who claims to be a former sales agent of ElitePay has stated that the company intentionally misinforms its agents about its rates and fees. According to this source, it is ElitePay Global policy to not allow sales reps to service the accounts they have brought in, which means that these agents never hear reports from dissatisfied merchants that could contradict what the agents were taught by the company. Another complaint from a merchant also stated that sales reps are removed from the accounts they sign up. If these complaints are to be believed, it seems ElitePay Global does not place a premium on transparency in its marketing.
The ElitePay Global program guide (available below) describes a three-year agreement with automatic renewal and a tiered pricing structure through First Data. It appears that merchants who use ElitePay are subject to variable early termination fees, PCI Compliance fees, PCI non-compliance fees, and monthly minimum fees. Additionally, merchants are reporting very expensive 48-month leases that are packaged with the company’s credit card processing services. One complainant who claims to be a former employee of ElitePay Global stated as recently as September 2013 that the company offers equipment through both First Data and Northern Leasing. This is a troubling claim, as Northern Leasing has a very poor reputation within the industry.
There are currently many complaints about the cost of an ElitePay Global contract. Most merchants express frustration over the company’s non-cancellable, long-term equipment leases that cost thousands of dollars for equipment that is usually less than $400. Merchants also report sudden increases in cost several months into their contracts in addition to undisclosed fees. Overall, the consistent theme among complainants at this time is that ElitePay Global does not offer competitive or even average contract terms.
We are currently able to locate approximately 25 ElitePay Global reviews, many of which accuse the company of being a scam or a ripoff. Major themes among complainants include expensive equipment leases, deceptive sales practices, poor customer service, and undisclosed contract terms. Since the initial publication of this review, the company’s complaint rate has seen a moderate increase, which is a concerning trend. Some complainants mention that ElitePay has recently changed its name from PrimePay Global, but it is unclear when this occurred. We are currently unable to locate any rebuttals to these complaints from company representatives, but we have found some complaints from former and prospective employees. Overall, ElitePay does not appear to offer especially responsive or capable customer service. The company offers live chat and an email form on its website.
ElitePay Global is an accredited business with the Better Business Bureau (BBB). As of this review, the company holds a “B+” rating with the BBB (down from an “A-”) and has 33 complaints filed against it in the last 36 months (up from 25 at the time of our last review). Twelve of these complaints stemmed from advertising or sales issues, twenty from problems with products or services, and one from a billing or collection issue. Of the total complaints, ElitePay successfully resolved 18. The remaining 15 were not resolved to the customer’s satisfaction. Given this complaint total and resolution ratio, we have adjusted the BBB’s rating to a “B-” for the purposes of this review. For more information about why we adjust BBB ratings, please see our rating criteria.
ElitePay Global Review
Rated 1.9 out of 5 Stars
Reviewed by Phillip Parker
Reviewed on 2014-02-07
ElitePay Global rates as a substandard merchant services provider according to our rating system. The company appears to offer a standard contract through First Data with expensive lease terms attached. Its rating also suffers from complaints about deceptive sales tactics and poor customer service, and its complaint record with the BBB has seen a negative trend since the initial publication of this review. Merchants are advised to read their contract terms, including the terms of any lease, with great care.
This review was originally published on 3/26/13 and was last updated on 2/7/14.
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