CardWorks Credit Card Processing Reviews & Complaints
Company Overview
CardWorks, is a merchant account provider for businesses located within the United States. CardWorks Acquiring is the merchant services division of Cardworks Inc. and a sister company of Merrick Bank, so CardWorks Acquiring should also be regarded as a division of Merrick Bank Merchant Services. The company's primary focus at this time is on offering consumer lending and investment products, which may include alternate funding such as merchant cash advances.
In 2023, CardWorks Payment acquired Dataline Systems, a company that provides business process outsourcing and financial services operations support.
CardWorks Payment Processing
CardWorks processes all major debit and credit cards for most business types. Their services include EMV card readers and swipers, mobile payments, gift cards, EBT, and more.
E-commerce Payment Processing
CardWorks provides businesses with online payment processing capabilities. As more consumers shift towards online shopping, having a secure and efficient e-commerce payment system has become increasingly crucial. CardWorks offers a secure online payment gateway that allows businesses to accept and process payments online.
Mobile Payment Solutions
With the increase in mobile commerce, CardWorks has stepped up to offer mobile payment processing solutions. These services allow businesses to accept credit and debit card payments using mobile devices, making it perfect for businesses with a mobile presence or those who operate outside of a traditional storefront.
Point of Sale Systems
Point of Sale (POS) systems offered by CardWorks are designed to integrate seamlessly with businesses. These systems go beyond processing payments; they can assist with managing inventory, tracking sales, and generating detailed reports. The POS systems are also customizable and can cater to a range of businesses, including retail, restaurants, and service industries.
Gift and Loyalty Card Programs
Understanding the importance of customer retention and brand loyalty, CardWorks offers customized gift and loyalty card programs. These programs can help businesses increase customer retention, boost sales, and promote their brand.
Security and Fraud Prevention
Security is a top priority at CardWorks. They provide payment processing solutions that comply with the Payment Card Industry Data Security Standard (PCI DSS). They also have robust fraud prevention measures in place, offering businesses peace of mind when it comes to the security of their transactions.
Location & Ownership
CardWorks is located at 6900 Jericho Turnpike, Suite 208, Syosset, New York 11791 and is a registered ISO/MSP of Merrick Bank, South Jordan, Utah. Donald Berman is the company's founder and former CEO. As of 2022, Dan Pillemer became the president and CEO of CardWorks.
Pros: | Cons: |
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Good customer support. | Specific industry restrictions. |
Efficient transaction processing. | Potential for additional fees. |
Reliable security measures. | Limited international capabilities. |
User-friendly interface. | Requires hardware investment. |
Multiple payment options. | Contractual commitment needed. |
Competitive pricing structures. | Possible setup delays. |
CardWorks Customer Reviews
Here's What Their Clients Say
Total Online Complaints | <10 |
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Live Customer Support | Yes |
Most Common Complaint | Hidden Fees |
Recent Lawsuits | Yes |
Understanding CardWorks Reviews
Most CardWorks reviews online predominantly focus on frustrations with the company’s non-merchant services, specifically in consumer credit card services. CardWorks has assumed responsibility for collecting debts from customers of defunct businesses under “CardWorks Servicing.” We encourage individuals with experiences related to CardWorks’ consumer credit or merchant services to share their CardWorks reviews in the comments below.
CardWorks Reviews by Consumers
The bulk of public CardWorks reviews come from consumers dealing with the company’s collections division, which operates separately from its merchant services. Many complaints highlight confusion over the entity with which customers are interacting, possibly due to communication gaps from CardWorks.
Lawsuits Involving CardWorks
Regarding legal actions, a class-action lawsuit against “CardWorks Services LLC” was settled for $100,000, although details and its connection to CardWorks Servicing LLC are limited. In March 2020, CardWorks faced a lawsuit from Card Processing Systems over alleged client-stealing schemes. Additionally, in July 2020, a class-action lawsuit was filed against CardWorks Servicing by a former employee concerning unpaid telephone worker time. Clients looking for non-litigious dispute resolution methods can consider reporting to relevant supervisory organizations.
Evaluating CardWorks Customer Service
CardWorks provides comprehensive merchant customer support, including phone support, a client portal, and a support form. Client support is available during business hours (Monday-Friday), while technical support is accessible 24/7.
Contact Details for CardWorks Customer Service
- (866) 210-4625 – Toll-Free Customer Support
- Customer support email addresses:
- [email protected] – For Existing Merchants
- [email protected] – For New Merchants
- [email protected] – For Agents
While CardWorks offers a range of support options, the effectiveness of these services in addressing client concerns plays a crucial role in defining their standing as a customer-focused company.
CardWorks Online Ratings
Here's How They Rate Online
BBB Reports | 72 |
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Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.
Over 60 Complaints
The BBB maintains separate profiles for CardWorks Serving and CardWorks Acquiring.
CardWorks Servicing is not an accredited business of the Better Business Bureau but has an “A-” rating at this time. The BBB shows a total of 69 complaints filed in the last 36 months. Only 18 of these 69 complaints were resolved by the company to the satisfaction of the merchant. The remaining 51 were resolved to the dissatisfaction of the merchant or received no final response.
CardWorks Acquiring also received an “A+” rating from the BBB, who have accredited the company since 2018. This division of CardWorks has had 0 complaints filed against it.
What Merchants Say
In addition to the 69 complaints, CardWorks has also received 3 informal reviews to its profile. The most recent CardWorks Processing’s informal review through the BBB describes an unexpected account closure:
Simply closed my account without reasoning, and have yet to return my money.
Clients in this situation should look into how to make their payment processor release their money.
A “B” Performance Overall
In light of the company’s complaint total and resolution efforts, we are awarding CardWorks a “B” in this category.
CardWorks Fees, Rates & Costs
A Closer Look at The Contract
Cancellation Penalties | Yes |
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Monthly & Annual Fees | Yes |
Processing Rates | 1.00% - 4.99% |
Equipment Leasing | Yes |
Three-Year Contract
The CardWorks Terms and Conditions detail a three-year agreement that automatically renews for additional two-year terms. An early termination fee of $350 or Liquidated Damages, whichever is greater, is applied. Feedback from a CardWorks customer mentions a $10 monthly customer service fee and a $20 monthly minimum fee. An annual PCI Compliance fee of $180 is also reported on various websites.
Virtual Terminal and Payment Gateway Pricing
CardWorks promotes its virtual terminal and payment gateway services on its website, partnering with providers like Authorize.Net, Braintree, BridgePay, CyberSource, NETePay, and NMI, among others. The fees for using CardWorks’ services will vary depending on the chosen payment gateway, with additional charges such as gateway fees, technical support fees, batch fees, and transaction rates often applying to these e-commerce solutions.
CWA Select
CardWorks offers a pricing plan known as “CWA Select,” which consolidates all monthly charges into a fixed monthly fee. This fee starts at $49.99 and is determined by each merchant’s processing volume and average ticket size. It does not cover ACH and ACH return fees, change fees, American Express transaction and chargeback fees, gateway fees, or additional value-added services like wireless carrier, check services, or gift cards. This plan is suited for businesses seeking consistent monthly billing.
Middle-Of-The-Road Pricing
CardWorks’ contract terms, which are considered average within the industry, are offset by a low volume of complaints regarding pricing and fees, indicating general customer satisfaction with the cost of services. Nevertheless, CardWorks does not currently compete with the most affordable merchant accounts available. If you have detailed information about CardWorks’ standard contract, sharing it in the comments section below would be invaluable. Business owners are also encouraged to explore our selection of the best merchant account providers.
CardWorks Employee Reviews & Sales Tacitcs
Should You Work For Them?
Uses Independent Resellers | No |
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Telemarketing | Likely |
Misleading Marketing | No |
Discloses All Important Terms | No |
Mixed Sales Approach
CardWorks appears to utilize an in-house sales team as well as independently contracted sales agents to market its services. We are only able to locate one CardWorks review reporting nondisclosure of contract terms by a sales agent, which suggests that this may have been an isolated incident. This compares favorably to our list of best credit card processors. CardWorks also operates a large number of sub-ISOs and resellers under its Merrick Bank brand, but these businesses do not appear to be serviced by CardWorks Acquiring.
No Red Flags
CardWorks does not appear to engage in any deceptive advertising on its website or elsewhere. In general, the company appears to divide its sales efforts across a number of sectors within the finance industry. If you suspect that you are being charged unexpected CardWorks fees, we recommend seeking a third-party statement audit to find and eliminate hidden charges.
Our CardWorks Review Summary
Our Final Thoughts
CardWorks Merchant Services rates as an above-average credit card processing provider according to our standards. It seems the company’s rather high complaint rate is mostly attributable to its collections arm, which is unrelated to its merchant services. Due to a lack of verifiable information about the standard CardWorks contract, we advise clients to carefully examine the terms of any contract and to compare them to top-rated merchant account providers.
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S P J
Would not recommend this company at all. Extremely unprofessional customer service and miserably rude attitude. Russell should rethink his conversation technique when discussing ANYTHING with a paying customer. ESPECIALLY during a pandemic where small businesses are suffering and closing down left and right.
Peter stone
Card works is a merchant processing company.please be aware they are an unscrupulous company.their representative assured me of next day funds clearing that was a lie.the company holds funds for days and creates reserves .charge backs are done without notification.their customer service is rude and unprofessional. Merchants beware.
Rose Luangisa
I would NEVER recommend this processing company to anyone. They increased their fees and debited my account without notifying me! When I called to question the increase in fees which included $10 for customer service, $25 for wireless and $20 for a monthly minimum – reps could not explain the fees and I left numerous messages for the owner who never called me back. I used to process with Paynet who I paid only $10 for wireless. When cardwords took over they increased the wireless fee to $25. That I could live with but going from $25 to $55 in this economy, I could not deal with them. When I closed my account they charged me $350 – no explanation!!!! Please stay away from this company with their high fees!!!