United Merchant Services Reviews & Complaints
UPDATE:
United Merchant Services has changed its name to “bluu” and its new website can be found at ebluu.com. This review will continue to be updated until we complete a new bluu review.
Company Overview
United Merchant Services, founded in 1994, is a privately held merchant account provider that serves businesses based in the United States. There are 2 reviews from 2008 and 2009 suggesting that United Merchant Services may have a connection to Electronic Payment Systems; however, no other online sources indicate that this connection exists. Furthermore, United Merchant Services has informed us that there is no relationship between United Merchant Services and Electronic Payment Systems. UMS was purchased by Celero in 2018.
In June 2022 United Merchant Services and United POS Solutions announced that they would merge and rebrand as Bluu. As of the writing of this review, this process has not yet occurred, though we expect it will shortly.
United Merchant Services Payment Processing
UMS' processing utilizes their U PAY series of payment solutions, which includes a mobile swiper, a virtual terminal, a recurring billing solution, an online payment option for retailers, a proprietary middleware called U Charge that supports EMV, and a POS system.
Location & Ownership
United Merchant Services' corporate address is located at 255 S. State Rt. 17 Ste. 201, Hackensack, New Jersey 07601 and lists two other offices in Los Angeles and Duluth, GA. United Merchant Services, Inc. is a registered ISO/MSP of Merrick Bank, South Jordan, Utah; and Wells Fargo Bank, N.A., Concord, California. Jay Yoon is listed as the founder and president of United Merchant Services.
| Pros: | Cons: |
|---|---|
| 24/7 customer service (Stripe). | Technology reliability issues (mobile processing). |
| Accepts multiple payment types. | Fees for transactions. |
| Supports mobile processing. | Long payout times (Stripe). |
| International payment support (specific to Stripe). | Possible account freezes. |
| Simple, streamlined hardware (mobile processing). | Extra bookkeeping work. |
| Various POS terminal options (Square). | Increased fraud risk. |
United Merchant Services Customer Reviews
Here's What Their Clients Say
| Total Online Complaints | 15+ |
|---|---|
| Live Customer Support | Yes |
| Most Common Complaint | Hidden Fees |
Some Cause For Concern
More than 15 negative United Merchant Services reviews have been found on various consumer protection websites. The majority of these complaints highlight issues like misrepresented contract terms, unfavorable equipment lease agreements, unauthorized billing practices, allegations of scam policies, and difficulty reaching company representatives. These concerns suggest potential areas where United Merchant Services could improve transparency and customer relations.
United Merchant Services Lawsuits and Fines
No current class-action lawsuits or FTC complaints have been identified against United Merchant Services. Merchants seeking non-legal resolutions for disputes are encouraged to report their experiences to appropriate supervisory bodies.
United Merchant Services Customer Service Options
United Merchant Services provides phone support for merchants, possibly through its backend processor. The available customer service numbers are:
- (800) 260-3388 – Toll-Free Customer Support
- (201) 568-7600 – Headquarters Office
- (855) 399-3497 – Toll-Free California Office Support
- (714) 522-6000 – California Office
- (866) 255-4751 – Georgia Office
A customer support form and email address ([email protected]) are also available on their website.
However, the available support channels currently do not place United Merchant Services among the top-rated payment processors for customer service.
United Merchant Services Online Ratings
Here's How They Rate Online
| Total Complaints | 0 |
|---|---|
| Resolved Complaints | 0 |
Under 5 Complaints
United Merchant Services is not an accredited business of the Better Business Bureau. At the time of this review, United Merchant Services maintains an “A+” rating, with 0 complaints filed in the last 36 months.
What Merchants Say
The company has received 1 informal review in the last 36 months. The sole review is negative in tone. The review details unexpected fees and poor customer service:
This company has the WORST customer service and A LOT of bogus fees that they will not explain to their customers! CONSUMERS BEWARE !!!
Issues may arise during the contract term of a merchant agreement. This makes excellent customer service an invaluable aspect of any merchant account provider.
Worthy of an “A” Rating
Given the company’s complaint volume and resolution ratio, we agree with the BBB’s rating at this time. However, merchants should be aware that there are valid reasons to be skeptical of the BBB’s reviews.
United Merchant Services Fees, Rates & Costs
A Closer Look at The Contract
| Swiped Rate | 1.00% - 4.99% |
|---|---|
| Keyed-in Rate | 1.00% - 4.99% |
| Virtual Terminal Rate | 1.00% - 4.99% |
| Payment Gateway Fee | Undisclosed |
| Monthly Minimum Fee | $25 |
| Early Termination Fee | $395+ |
| PCI Compliance Fee | Undisclosed |
| Equipment Lease Terms | 48 Month (locked) |
United Merchant Services Contract Terms
The United Merchant Services program guide outlines a 3-year agreement with an early termination fee of $395 or Liquidated Damages, whichever is greater. A monthly minimum fee of $25 is mentioned, though it is specified that this fee applies only to certain programs. The variability in contract terms is also influenced by the company’s use of independent resellers, leading to potentially different terms from one agent to another.
Virtual Terminal and Payment Gateway Pricing
United Merchant Services also promotes its virtual terminal and payment gateway services without disclosing specific pricing. Additional rates and fees, such as gateway fees, technical support fees, batch fees, and extra transaction rates, generally apply to these e-commerce solutions.
Beware Equipment Leases
Some merchants have reported being signed up for equipment leases through MBF Leasing, associated with the “F”-rated provider Northern Leasing. Complaints focus on the lease terms rather than the processing services, mentioning 48-month contracts, high payments, difficult-to-reach customer service, and significant early cancellation fees. According to a company representative, United Merchant Services rarely endorses Northern Leasing contracts, with less than 1% of merchants in such agreements. Merchants should inquire about lease terms and consider purchasing equipment outright.
We encourage merchants to review our list of the best merchant services for better options.
United Merchant Services Employee Reviews & Sales Tacitcs
Should You Work For Them?
| Employs Independent Resellers | Yes |
|---|---|
| Advertises Deceptive Rates | No |
| Discloses All Important Terms | No |
Some Negative Reports
United Merchant Services appears to allow sub-ISOs and independent agents to market its services, which is a standard industry practice that generally results in higher complaint rates against a company. At this time, we are able to locate multiple negative United Merchant Services reviews that cite nondisclosure of contract terms and misrepresentation of fees by United Merchant Services agents. Some of these complaints were possibly filed against agents or branches that may no longer be affiliated with the company, but the overall themes of the complaints are consistent.
This does not compare favorably to our list of best credit card processors.
Slamming Allegation
One particularly alarming complaint from October 2016 describes an in-person sales encounter that strongly resembles “slamming.” To its credit, the company does not appear to engage in any deceptive advertising strategies in its official materials. However, the common emphasis on poor sales practices across the company’s complaints has lowered its score to a “C.” If you suspect that UMS is charging you undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden charges.
Our United Merchant Services Review Summary
Our Final Thoughts
An Average Option
United Merchant Services has changed its name to bluu. The company shows a moderate number of complaints for its size and time in business but appears to sign merchants up for less-than-competitive contract terms. A point of concern against this company lies in its allegations of slamming and merchant complaints that accuse the company of being a ripoff. United’s overall rating has improved since our last update due to a decrease in its complaint rate, but it still not on par with the most reliable top-rated credit card processors.
If you found this article helpful, please share it!
Mark Schellhaas
These jerks have a sales team that uses generated phone numbers and have called my business more than 3 times per day over the last 8 months. They do not respect the National do not call list and just hang up. As I was typing this I received the 6 th call today . I would never use this company to process and credit card payments. Anyone that does needs their head examined . If they can’t control their sales staff how can you trust they will correct any errors in billing, processing etc?
Jihae
We love their the customer representativeness. Theirs is great! 💝👏
Edwin
Awful awful customer service and they never defend you against false fraud claims. They owe me money and it’s been months I’m waiting for it while they continue to deduct their damn fees even though I terminated the contract with them legitimately. Thieves- stay away
From The Editor
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CPO
I’m just finding out that a United MS (who apparently has no record of me) has been charging me for months. With no confirmation emails of any sort to upwards of 1k before I caught it.
carlos morales
United Merchant Services Inc. Is The WORST COMPONY TO DILL WITH IS A TOTAL RIPOFF ILL WILL NEVER RECOMEND IT
Bin Chen
We have had this service for four years and we didn’t have a problem until yesterday. The credit card machine wasn’t working, so we called the at&t company and they said it was the bank problem. We called the bank and they said it was the phone line problem. Later on one of our at&t customers came to our restaurant and said their company was having some sort of glitch, which was causing the credit card machine not to work even though at&t did a phone check and said our phone line was pretty good.
Raymond Gillen
All I can say is you had better be careful when these people come in. I was contracted with EVO Merchant Services and was happy with them when from out of the blue comes this guy who said he was with Merchant Services and was just checking to see if I had any problems with their services. I told him “no everything was fine.” He then asked to see my monthly statement so he could go over it. After looking at it he told me that the company was still billing at a higher rate than they should and he said that he would call in and get the rate lower for me. He did. Then he asked me if I had switched over to the new chip-reader machines and I told him I had not. He told me I was running a big risk by not installing the new machine and again he said he would call and see if he could have one sent.
At no time did he ever indicate he was with another company. Only by chance did I later find out when I was on the phone with my first company. At that time they told me I could be hit with a big fee for terminating my contract and also would be responsible for the first machine which was sent back to the second company. To me this was fraud and at the very least deceptive practice. I am not sure what will happen but I am going to get to the bottom of this.
Jason Chen
This is a fraud company. They send bill to us but we haven’t done any business with them. We haven’t even signed a contract with them! Ignore their bill.
Be carefully!!
Javier Acosta
Hello,
I have had an unfortunate issue with this company. I am new to this, and the representative Gloria Arcinegas, lied to me about having a trial period for processing credit cards. In addition, there are documents that are supposedly signed by me; however, the signature is not one in the same. I had a translator assist me with relaying the trial period matter, which now seems to have been a lie. It so happens that there is no such trial period, and I am now being billed for a sum of $500 and change. Ms. Arcinegas set up the equipment by utilizing another companies phone service. Que Paella Catering never had phone service on the premises. Ms. Arcinegas picked up all materials and equipment, and she also notified your company of what happened. She advised me that she received a $200. credit; therefore, leaving a balance of $300. and change. I need to know what is happening with this matter. The company Que Paella Catering, which has been closed since 5/1/2013, is being billed for an open bill. I have spoken with various representatives with United Merchant, and none have been able to give me a precise response to this. I need assistance in again speaking with a Spanish agent. I cannot understand why I am liable for the incorrect manner in which this equipment was set up. Ms. Arcinegas was specifically advised not to set up anything on the premises concerning credit card processing, unless it was a trial. I have many witnesses that were present to this matter.
mark broh
United Merchant Services pressured my wife to sign a contract when we already had a credit card processing provider. They never left a copy of the contract and never followed up on sending me one. I tried contacting someone in the department numerous times and after being lied to and no one following up with me (I am the husband and on the lease of my wifes business) I sent the credit card processor back at my cost and told one of the reps that I would not do business with them since they would not even send me a copy of the contract they supposedly had signed by my wife. They have never done one bit of service for us and when I found they took money from my checking account I closed the account in order not to give this shady company access to my funds when no one from their organization has ever so much as returned any of my calls. I would have done business with the company if they would have so much as sent me a copy of the contract my wife supposedly signed but no one would ever follow up on this nor even return my calls. Now they have said that I owe them over 800 dollars for an installation fee or something but again I have never even been able to talk to a representative to find out what I am paying or even who they are. They know my address and phone number because they keep sending a bill but no one will actually contact me nor explain why they have never even given me access to a signed contract. This company is the most notoriously shady company I have ever dealt with and they will not get a penny of my money other than what they already stole from my account.
Le Bon Vie
I bought a small business and assumed the contract with United Merchant Service. After 9 months and research I found Parkland fees and charges much lower and contracted with them. I continued to pay $25/month to UMS as a flat non use fee For family reasons was forced to close the business 9 months from completion of my contract with UMS. I faxed them a change of address form and informed them the business bank account would be closed.
I never received a bill at my new address until this was sent to their collection department with an extra $250 for non-payment. Upon calling them they stated their contact was trying to auto deduct funds from an account thet were already notified was closed.
My experience with Parkland was exceptional. They accepted a reasonable buy out fee and closed the account.
This conpany operates as cell phone companies once operated. They collect an outrageous buy out fee that costs more than if they had actually provided a service.