Intuit Merchant Services Review


Overall Rating Breakdown
Sales & Marketing Tactics
Costs & Contract Terms
Complaints & Service
BBB Rating

Intuit Merchant Services

C- Credit Card Processor Rating

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Jump to: Sales & Marketing | Costs & Contract | Complaints & Service | BBB Complaints

Intuit Merchant Services Overview

Intuit Logo

Intuit Logo

Intuit Merchant Services (payments.intuit.com), also known as Innovative Merchant Solutions, is a merchant account provider based in Mountain View, California. When Intuit entered the merchant services industry in order to package credit card processing services into its Quickbooks software, it started out by establishing a partnership with Innovative Merchant Services. In 2003, Intuit acquired Innovative Merchant Solutions and continued to operate the company under the Innovative name, instead of rebranding it. Although the company’s advertising copy and products still bear the Innovative brand in some cases, Intuit no longer maintains a separate website for Innovative Merchant Solutions and appears to have absorbed most Innovative services into the Intuit brand name. For the purposes of this review, we will refer to the company as Intuit Merchant Services.

Most merchants learn about Intuit Merchant Services through using Quickbooks, a small business accounting software program developed by the company. Intuit has done a great job of packaging its credit card processing service into Quickbooks. The integration makes it very easy for merchants to seamlessly charge cards and track the sales in essentially one step. In fact, this reviewer has found that many merchants will accept higher processing rates with Intuit (rather than switch processors) to keep the easy accounting functionality. Intuit also has a popular mobile credit card processing service called GoPayment. The company uses First Data as its processor, but handles its customer service and operations in-house.

Intuit Merchant Services Sales & Marketing Tactics | C+

Key Points – Sales & Marketing 
Uses independent resellers? No
Promotes deceptive rate quotes? Yes
Discloses all important terms? No

Intuit uses various methods for marketing its credit card processing services, including email, direct mail, and telemarketing. Based upon many of the company’s complaints, there is evidence to suggest that the company uses deceptive advertising when it comes to rate and fee quotes. Additionally, the Intuit website lists misleading rate quotes by only showing the “Qualified” fee tier for swiped and keyed transactions and making no mention of the more expensive “Mid-Qualified” and “Non-Qualified” tiers. Only about 20% of a merchant’s transactions will fall into the Qualified tier. Intuit does not appear to hire independent outside sales agents, which helps its rating in this section.

The company markets through a single website that can be reached through several URLs, including:

  • payments.intuit.com
  • innovativemerchant.com
  • imsmerchant.com

Intuit Marketing Example

Intuit Merchant Services Costs & Contract Terms | D

Key Points – Costs & Contract Terms
Swiped rate: Variable
Keyed-in rate: Variable
Termination fee: $295
PCI compliance fee: Up to $100 per year
Equipment lease: Variable

Intuit’s billing and fees are murky at best. It appears that rates, fees, and contract terms can vary widely depending upon the merchant and the services supplied. Additionally, representatives told this reviewer that Intuit has no early termination fee and offers month-to-month contracts. Intuit’s website also makes no mention of a service agreement length. However, there are numerous reports from merchants stating that they had a two- to four-year service agreement with a $295 early termination fee and a PCI Compliance fee of up to $100. It is also possible that the Intuit Merchant Services contract has been structured so that the company does not have a specified termination fee, but instead makes a large withdrawal from a merchant’s bank account at its own discretion upon cancellation, returning the funds after all outstanding debts have been settled. This page appears to list the company’s full pricing schedule, but it’s unknown whether and to what degree some of these terms may vary.

Regardless of the company’s actual policy, there is a troubling disconnect between its advertised terms and the complaints filed by merchants, which strongly suggests that the company could benefit from much greater transparency regarding its rates and fees.

[Related: Get quotes from a provider with “A” rated contract terms]

Intuit Merchant Services Complaints & Service | C-

Key Points – Complaints & Service
Total complaints: 200+
Live customer support? Yes
Most common complaint: Hidden fees

We are currently able to locate over 200 Intuit Merchant Services negative reviews, many of which characterize the company as a scam or a ripoff. One thing we must keep in mind is that Intuit is a huge company and that because of this the company will have more complaints than smaller companies. That being said, Intuit Merchant Services has a moderately high amount of complaints filed against it. On a positive note, it appears that the company’s overall complaint rate has decreased or held steady for the last few years.

The majority of complaints center on issues relating to hidden and surprise fees, sudden account holds and freezes (one such complaint found here), and poor customer service. It appears that Intuit needs to do a much better job of disclosing fees and hold policies during the sales process instead of deferring to the merchant account contract, which is likely confusing to most merchants.

Intuit Merchant Services BBB Report | C- (CPO Adjusted)

Key Points – BBB Report
Product/service: 992
Billing/collection: 332
Advertising/sales: 327
Guarantee/warranty: 43
Delivery: 44

Although Intuit Merchant Services used to share a Better Business Bureau (BBB) profile with Innovative Merchant Solutions independently of the company’s overall profile, it now appears as though the BBB has grouped both entities under the overall Intuit profile. As of this update, the BBB is reporting 1,739 complaints filed against Intuit within the last 36 months. The majority of the complaints mirror those filed elsewhere online and indicate a high percentage of problems with billing, advertising, and service. It should be noted that many of these complaints have been filed by end users who have experienced problems with the company’s non-merchant services.

The BBB is awarding the company an “A+“ rating and showing accreditation since 2010. The high rating may be due to the fact that nearly 90% of the complaints have been resolved to the merchants’ satisfaction. It is our stance that Intuit should be doing a better job of preventing the complaints in the first place and, therefore, the BBB’s rating will be adjusted to a “C-” for the purposes of this review. You can learn more about why we adjust BBB ratings in our rating criteria.

Bottom Line

Intuit Merchant Services rates as a substandard merchant account provider according to our rating system. The company can improve its rating by reducing its complaint count significantly. This can be accomplished by improving its pricing and contract term transparency, reducing or eliminating its early termination fee, and improving its customer service. On the bright side, Intuit does a good job of resolving complaints through the BBB and most of its customers are satisfied when you take into account the size of the company.

This review was originally published on 12/28/10 and was last updated on 7/29/14.

Leave your review of Intuit Merchant Services in the comment section below:


Intuit Merchant Services Review

Rated 1.9375 Out of 5 Stars
Reviewed by Phillip Parker
Reviewed on 2014-07-29 14:03:08

We are currently able to locate over 1,800 Intuit Merchant Services negative reviews, many of which characterize the company as a scam or a ripoff… Intuit Merchant Services (payments.intuit.com) rates as a substandard merchant account provider according to our rating system… Learn more in this Intuit Merchant Services/Innovative Merchant Solutions review.

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About the author

Phillip Parker

Phillip Parker is a former merchant services agent turned small business advocate and the author of "Fee Sweep," which teaches merchants how to dramatically lower their processing rates, eliminate junk fees, and avoid fine-print scams. He founded CardPaymentOptions.com to help merchants enact positive change in the credit card processing industry.



 
Phillip can help you find an ethical and honest processor that will offer you great rates. Click here to request a free provider consultation.

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109 comments

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  1. Nina

    Will never use this service again! A client of mine paid their invoice twice by accident. I got charged DOUBLE the transaction fee AND the reversal fee which I was unaware of (no notification of this charge was given…it is in the small print of the site)—they should have NEVER been able to pay their invoice twice. This is a huge hole in your system and should be fixed so no one else gets stuck paying all these fees for something they have no control over. Customer service was extremely unhelpful and would not do anything for me to refund me any of the fees. Cannot believe a company this big would allow something like this to happen and not make up for it.

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  2. james shively

    The intuit service that I have been using qb 2014 pro led me to merchant services, I was at the time using my banks merchant service, was told that quick books merchant service would save me on average 300.00 plus a month by a QuickBooks agent for merchant services. so switched from my banks merchant service to Quick books merchant services, first trans went ok, then after that it was all down hill, I have had two transactions withheld maybe three, not really sure why they were from same customer these transactions were both for 876.00 I sent copy of invoices several times, still no response except for case manager is reviewing and will be a couple of days, in the mean time I am without funds, not good for a one man show and have to find other means of subsistence, Thanks a lot for the great service!!!

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  3. Mary

    As a ProAdvisor I was shocked to find that my clients account had been cancelled WITHOUT NOTICE. When we called into Merchant Service to find out why, we were told that “somenone had called in and cancelled the account”. We told them that was inaccurate that we did not want the account cancelled. From that point, things went down hill! My client processes nearly $25,000/month in recurring payments and has done so for nearly 3 years. Rather than them fixing his account, they put his account into “Fraud Alert” and refused to reopen it. Funny thing was, we were able to get a brand new merchant account opened with them – same business information as the other account with absolutely no problem. We would use this new account, but with nearly 200 recurring payments the amount of time it would take to resetup every account would be inefficient at best. So, I called back in to talk to a Higher up….figuring there must be someone who can help my client run his business. I finally get thru… as soon as I get thru, the guy literally hangs up!! I call back, their excuse was that the call center was “experiencing a lot of dropped calls”. Then when I finally get thru all the B/S… low and behold, the department is “Closed for the Day” – Banking hours in this country are 9:00am to 6:00pm but their Merchant Service “Rentention Department” is 9:00-2:00pm. Some “Retention Dept”. What really gets me furious is that my client needed to call in to authorize me to talk to them (good he should) but apparently ANYONE can call in and cancel your account without your authority – ANYONE for ANY REASON!! When I pointed this out, they turned this on me saying that “We have the right to operate Our business anyway we want”! WOW – some customer service dept. I would fire anyone working for me that said that to one of my customers!

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    4 / 4 found this review helpful.
    1. BGTS

      I am so glad you posted this.

      I was trying to process my customer’s monthly payments and it would not go through. So I’m checking etc and it appears that without notification nor authorization on my part they just turned if off. I will verify but once I do; while I will hold no grudge I will simply take my business elsewhere since they don’t appear to want it.

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      1 / 1 found this review helpful.
  4. Mitch

    These guys do not know how to operate a business. My customer made a payment on through the merchant services. Intuit never notified me of the payment, nor did they send the money to my bank account or return it back to the customer. After calling and being disconnected from the customer service 3 times, I was told that the payment that was not made nor was it charged to the customer’s credit card. This is bunch of BS, because the email confirming payment sent by Intuit to the customer, clearly indicated that the payment posted and a confirmation number was given. It seems to me, that Intuit is in the business of stealing money.

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    1 / 1 found this review helpful.
  5. Joe

    I recently terminated my relationship with Intuit Merchant Services. Here’s why: I charged a customer for an invoice for 8500.00 and cancelled the transaction the following morning when the customer notified me that they wished to use a different card. Intuit charged me 227.00 twice for the original transaction and the refund. I called and asked if they could refund at least one of the charges and they declined to help. I later called and asked to speak to a manager and was given the excuse that he was on another line but wanted to reiterate that there was nothing they could do. I cancelled my account as a result. Beware of intuit if you have the simple expectation that if you need to refund a customer and not be charged, you cannot do it.

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    2 / 2 found this review helpful.
  6. Maureen

    In January I took over as the Executive Director for a non profit. I have been trying since then to get them to update our account information. It took at least a month before I could get them to define what information was needed. It is now April and I have faxed them increasing amounts of paper and am still not done. Today I got an email saying they needed the signature of the former ED which was on the material I sent them initially (and have been resending with every fax I send them). I strongly advise anyone looking for a credit card processing/merchant service company to NOT use Intuit GoPayment. Service is exactly what they don’t do.

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    4 / 4 found this review helpful.

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