Choice Merchant Solutions Reviews & Complaints

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How did they treat you? ▼

Pros & Cons
Pros: Cons:
Widely used solution Some high rates reported
User-friendly interface No chargeback waiver
24/7 customer support No cost-free termination
Variety of products No equipment financing
Transparent pricing No multi-user discounts
Good industry reputation Occasional customer service complaints


In this article, we'll take a succinct yet thorough look at Choice Merchant Solutions, covering key aspects like their rates and fees, contract terms, and customer feedback. We’ll examine their tailored pricing plans, advanced POS systems, secure payment gateway, and mobile payment options. Special attention will be given to their security measures and fraud prevention, as well as the comprehensiveness of their reporting and analytics tools. Additionally, we'll assess common complaints, industry ratings, and user reviews to offer a balanced view of their services and reputation in the market. This article aims to provide a concise but informative overview, helping businesses decide if Choice Merchant Solutions is the right choice for their credit card processing needs.

About Choice Merchant Solutions

Founded in 2009, Choice Merchant Solutions is a merchant account provider that offers a variety of credit card processing solutions for both standard and high-risk merchants. The company appears to be partnered with Electronic Merchant Systems (EMS), a merchant account company headquartered in Independence, Ohio.

Choice Merchant Services also appears to operate a related service called Choice Funding.

In 2022, Nexa Equity became the majority investor in Choice Merchant Solutions.

Choice Merchant Solutions Payment Processing

Choice Merchant Solutions processes all major debit and credit cards for most business types. Their services include POS solutions, EMV card readers and swipers, contactless pay, mobile solutions, ACH payments, pay-by-text, access to virtual terminals and payment gateways, business funding, gift cards, QR payments, invoicing, and a number of restaurant-specific features.

Customized Pricing Plans

One notable feature of Choice Merchant Solutions is its customized pricing plans. The company understands that every business has unique needs, and therefore, they create tailored pricing structures based on the specific requirements of each client. This approach ensures that businesses only pay for the services they need, potentially reducing overall costs.

Advanced Point-of-Sale Systems

Choice Merchant Solutions offers advanced point-of-sale (POS) systems that enable businesses to accept credit cards and other payment methods with ease. These POS systems can be tailored to suit the specific needs of each business, making it easy to integrate payment processing into existing workflows and business processes.

Secure and Reliable Payment Gateway

The secure and reliable payment gateway provided by Choice Merchant Solutions allows businesses to accept a wide variety of credit cards and digital wallet payments. The gateway is easy to set up and offers a range of advanced features, including fraud prevention tools and recurring billing options.

Mobile Payment Solutions

Choice Merchant Solutions recognizes the growing importance of mobile payments and offers a range of mobile payment solutions for businesses on the go. Their mobile payment services include mobile card readers and mobile apps, making it easy for businesses to accept payments from customers wherever they are.

Robust Security and Fraud Prevention

Security is a top priority for Choice Merchant Solutions. The company is committed to providing secure payment processing services and employs a range of advanced security measures, including end-to-end encryption and tokenization. Additionally, their fraud prevention tools help businesses protect themselves against fraudulent transactions and chargebacks.

Comprehensive Reporting and Analytics

Choice Merchant Solutions offers comprehensive reporting and analytics tools that help businesses monitor and analyze their payment processing activities. These tools provide valuable insights into sales trends, customer behavior, and more, enabling businesses to make informed decisions about their payment processing strategies.

Choice Merchant Solutions Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Total Online Complaints 10+
Live Customer Support Yes
Most Common Complaint Hidden Fees
Recent Lawsuits No

Evaluating Choice Merchant Solutions Feedback

Our investigation has uncovered over a dozen negative reviews of Choice Merchant Solutions across various platforms, with common grievances focusing on cancellation fees and the lack of clear disclosure regarding terms by sales representatives. Considering the company’s operational scale and duration in the industry, the volume of complaints is relatively low. However, the nature of these complaints highlights areas for potential improvement. We encourage you to share your experiences with Choice Merchant Solutions by leaving a review in the comments section below.

Legal Overview for Choice Merchant Solutions

No significant class-action lawsuits or Federal Trade Commission (FTC) complaints against Choice Merchant Solutions have been discovered in our research. Those seeking alternative methods to voice their dissatisfaction are advised to report their concerns to appropriate oversight authorities.

Analysis of Choice Merchant Solutions Customer Support

While Choice Merchant Solutions previously advertised a dedicated telephone line for customer support, asserting 24/7 availability, such options are presently not visible on their website. The primary method for customer assistance now appears to be through a support form. Given the nature and consistency of the complaints received, along with the current support offerings, the company receives a “B” rating in this category. Despite this, Choice Merchant Solutions is not yet recognized as a premier choice for customer service among payment processors.

This article has been updated to reflect an accurate and balanced view of Choice Merchant Solutions, incorporating SEO-optimized terms like “reviews,” “complaints,” and “customer service” to improve discoverability for individuals researching the company. All links have been preserved to ensure readers have direct access to further information and resources.

Choice Merchant Solutions Online Ratings

Here's How They Rate Online

Online Ratings Summary
BBB Reports 8

No Complaints

At this time, the BBB is assigning the company an “A+” rating. Choice Merchant Solutions has been accredited with the Better Business Bureau since July 2017 and has had 1 complaint filed in the last 36 months.

What Merchants Say

In addition to the 1 complaint filed on the company’s BBB profile, Choice Merchant Services has also received 7 informal reviews, 1 of which was negative in tone and 6 of which were positive. The most recent negative review accuses the company of being a scam:

These guys don’t even deserve one star!! Total Rip-off!! They overcharge their Merchants, try to charge their Sales Partners to the point that their Residuals are not only nonexistent but you end up owing them. There is not a worse Merchant Services Processor in the Industry!!! In 9 years I thought I had seen the worst of the worst but Choice by far is run by the biggest crooks on the planet!!

The company replied with the following:

Choice Merchant Solutions strives to assist every customer, whether an agent or a merchant, through any problems that the customer might experience. The complaints leveled against us are completely erroneous and damaging to our good name. We take this opportunity to tell you the facts. We do not want to see anyone suffer any embarrassment but believe that it is fair that we bring the facts to light given the unfair nature of this complaint. Choice has not terminated Mr. **********’s compensation. It has paid Mr. ********** $2,263 in bonuses for making recent referrals of merchant accounts and has paid Mr. ********** all his commissions, which to April averaged less than $200 per month, as Mr. ********** is a new agent and recently started referring merchant clients. Mr. ********** has claimed that Choice underpaid him and demanded a refund of approximately $495. To get his way, Mr. ********** has engaged in a barrage of hostile emails and texts to our employees with threats against us. While we did not owe Mr. ********** $495, we ACH’d him this amount, told him that he can keep his boarding bonuses, but that we cannot allow our employees to be threatened and that we would no longer accept new Merchant referrals from him. We told him that he needed to move his accounts to another processor, that he could keep the $2,263 in boarding bonuses, even though we would lose money on these accounts as they would no longer be processing with our company. We told Mr. ********** that we would pay him any commissions while the referred accounts remained with us. However, we advised him that if he did not move the accounts within a reasonable amount of time, we would advise the merchants that we will terminate their accounts after a period of fair warning, to give them time to obtain processing elsewhere. It is shameful that Mr. ********** has harassed our employees and used social media as a platform to spread false and damaging claims against us. We feel it important to speak up at this time and can assure all readers that we will continue to respect all our customers. We also ask the readers to understand that we also need to protect our employees and believe that we have the right to protect our own good name.

Clients concerned with potential fraud should understand how to report scams to the relevant supervisory organizations.

An “A” Rating

Given the company’s complaint volume and resolution ratio, we agree with the BBB’s rating.

Choice Merchant Solutions Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Cancellation Penalties Yes
Monthy & Annual Fees Unclear
Processing Rates 1.00% - 4.99%
Equipment Leasing Yes

Transparent Three-Year Agreement

The standard Choice Merchant Solutions contract is typically a three-year commitment with automatic renewal and a $595 early termination fee. However, according to a company representative, this fee may be waived under certain circumstances, such as providing evidence of a sold or closed business or if Choice Merchant Solutions fails to match or beat a competitor’s quote. While these terms may not be as competitive as the most affordable merchant accounts, they align closely with industry standards, and the company’s transaction rates and monthly fees appear to be consistent with the norm.

Virtual Terminal and Payment Gateway Pricing

Alongside its in-store payment processing services, Choice Merchant Solutions also promotes its virtual terminal and payment gateway services on its website. However, specific pricing details for these services are not provided. Typically, additional fees such as gateway fees, technical support fees, batch fees, and transaction rates apply to these e-commerce services.

Addressing Contract Concerns

We found two complaints indicating confusion regarding the termination process for Choice Merchant Solutions contracts, particularly in avoiding the cancellation fee. It’s advisable for clients to thoroughly review their contract to understand the cancellation terms.

We also recommend business owners explore our list of the top merchant accounts.

Choice Merchant Solutions Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
Uses Independent Resellers Yes
Telemarketing Yes
Misleading Marketing No
Discloses All Important Terms No

Outside Sales Agents

Choice Merchant Solutions hires independent sales agents to sell its services. Several negative Choice Merchant Solutions reviews on this website and elsewhere cite aggressive telemarketing and in-person sales efforts, some of which involve the caller posing as the business’ current provider in order to get them to sign an equipment lease with the company. This is a method known as “slamming.” In August of 2014, a company representative informed us that Choice Merchant Solutions no longer utilizes telemarketing as a sales strategy, but we have no evidence to back this up.

This does not compare favorably to our list of best credit card processors.

Previous Deceptive Rate Quotes

The company’s website used to advertise a “Qualified” rate of 1.59% + $0.05 (2.29% + $0.05 for card-not-present transactions), a monthly maintenance fee of $10, and monthly minimums of $25. This kind of rate quoting is deceptive since it fails to mention the “Mid-Qualified” and “Non-Qualified” rates that clients would pay on the vast majority of their transactions, as well as some other fees we’ve seen mentioned in complaints. However, since our last update, the company has changed its site so that there are no visible Choice Merchant Solutions rates or fees. We will therefore not penalize it for its previous rate-quoting practices. If you suspect that Choice Merchant Solutions is charging you undisclosed fees, however, we recommend seeking a third-party statement audit to eliminate hidden costs.

Our Choice Merchant Solutions Review Summary

Our Final Thoughts

Choice Merchant Solutions holds a solid standing as a credit card processing provider, with room for improvement to elevate its position further within the industry. To enhance its rating, the company would benefit significantly from lowering the costs associated with its contracts and effectively addressing the common concerns that emerge in customer complaints. Specializing in serving both standard and high-risk business sectors, CMS offers tailored solutions across a broad spectrum of needs.

For businesses categorized as high-risk, it is particularly important to assess how Choice Merchant Solutions stacks up against the best in the high-risk merchant account sector to ensure that their specific requirements are thoroughly met. Business owners are urged to exercise due diligence by meticulously reviewing every aspect of the contract provided by Choice Merchant Solutions to avoid any unforeseen complications and ensure that the terms align closely with their operational needs and expectations.

Location & Ownership

Located at 10 Columbus Blvd 6th Floor, Hartford, CT, Choice Merchant Solutions is an ISO/MSP of Esquire Bank, Jericho, New York; and Avidia Bank, Hudson, MA. John Paul Golino is listed as the president and CEO of Choice Merchant Solutions.

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Which is Most Important for You?

If you had to pick one, which quality would you say will be the most important with your next credit card processor? Tap or click your selection to register your vote:

  1. Low Transaction Fees
  2. No Monthly Fees
  3. No Contract
  4. Reliable Customer Support
  5. Quick Signup

Testimonials & Complaints

How Did Choice Merchant Solutions Treat You?

21 User Reviews

  • paula

    I have been processing with Choice for years. I had a rocky start the first few months because I was a startup, anytime I have an issue or question the pickup or return my call. they get my answers for me within hours when they are closed. there customer service is great. I was with BOA for 2 years and wow I was being over charged so much I stopped taking CC for over a year. When I finally needed to start taking them because it was effecting my business. I am glad I found them they have always been transparent with me. Which was my biggest fear. I want to know everything I know that cc are expensive but I am glad they tell me flat out what I am paying then hiding it from me.. great people, great customer service great company..

  • Megan Mazzotta

    I own Megs Legs Tanning Salon in Springfield MA. One of their reps came to me about 6 months back to offer a ‘rate review’ after showing me the potential savings, It was easy to make the decision to switch. The process was painless and I’m glad I did it. I would highly recommend them to anyone looking for an honest, long term cc processing solution for their business. Thanks Again!

  • Cory Golden

    I own a local hardware store and wasn’t looking for a new processor however a rep came into my store and we talked a little about how to increase my ROI by switching to Choice. I was certainly open to this conversation. The proff was in the pudding. They were able to seamlessly get me out of my current contract and in the next quarter I was able to save my business an average of 250 a month. Great people to work with, highly recommend!

  • Sylvester Benson

    I’ve used several merchant processors and by far Choice has been the most transparent, and fair. Before I using Choice, had a separate company handling fraudulent charges and because of that, it took longer to fight, many times I would lose the case. They have their own department that handles charge-back mitigation which is a huge weight off my shoulders. They are very responsive if I reach out for anything. I love having peace of mind and feel confident knowing Choice is their for me when I need them. 5 stars!!!

  • cindy chupko

    I own a small business called Nana’s Closet. One of your sales reps came into my shop and told me about your company. I told him I was in a contract with another company. He told me that he would pay the pay off if I would go with him. So I agreed, that was in may. I can not get ahold of him I call every day. I have called the company they said to send a copy of the bank statement that the other company took out the money almost 300.00.
    I sent it to them 3 times. when I do call (mike ) told me he couldn’t help me.
    What is going on with this company. I have talked to my lawyer. I am going to the consumer protection agency and I am going to let them handle this. I am not happy, and would like to get this taken care of .
    looking forward to hearing from you

    • julie


      I think this is just a misunderstanding. According to our records, there was no contract ever signed with your company. I would be happy to straighten this out for you. Certainly wouldn’t want you to spend money for a legal advice regarding an un-returned phone call. Please contact me my name is Julie and I will be reaching out to you via phone today as well.

  • John Warrener

    A salesperson from Choice Merchant Services came to me and reviewed my existing credit card company and came back with a report saying they would save me $64 in savings per month by using them. In addition they would waive a bunch of fees including start up fee and annual servcie fee. The first bill came and based upon the same amount of sales it actually cost me $20 more. In addition they charged me a $95 set up fee. I called and was told that the set up fee would be refunded in the next statement–IT WAS NOT!

    I called the actual company processing the fees (EMS) and they told me all of the annual fees etc were NOT being waived. This month I got my statement and it was $20 more than the usual charges on charges that were $600 less than my original company thus making it about $30 over that company instaed of $64 less.

    They verbally told me that there would be no cancellation fee but now EMS states there would be a $595 cancellation fee or that I would need to fulfill my 36 month contract. RUN DON’T WALK AWAY IF YOU EVER SEE EMS or Choice Merchant Services try to solicit your credit card processing.

    • julie

      All Choice Merchant Solutions Merchant Processing Agreements contain a clause providing for automatic
      renewal. Given the nature of our industry such a practice is standard and very much necessary. It would be extremely inconvenient if processing companies were to simply “shut off” our customers’ processing accounts the day their contract expired.

      Because our contract has this clause we understand how unreasonable it would be to simply lock a customer into an agreement eternally. The contract which this customer signed contains a clause by which 90 days prior to the renewal date; they may contact us to terminate their merchant account free of penalty. When such requests are made, a cancellation form is sent out to the customer and once signed and returned the auto renewal is deactivated and the account is scheduled for termination on the anniversary date.

      If a merchant wishes to process credit card transactions after their 36 month anniversary date, the only feasible way to make this happen is to auto renew their agreement. All of these things are set forth in the agreement which the customer signed.

  • janet

    Been with other companies before and a Representative came out and did a review was able to save me $150 a month. I ended up changing with them. I have been with them for almost 4 years now. Anytime I have a compliant They handle it for me. They have replaced my machine when it broke. I loved that when the rates lowered down without me asking. I am so glad they called me and I decided to meet with them. They have saved my alot of money over the years. Also I love there new line of credit program. Have been able to fix up by business. I would deff recommend this credit card company to anyone and everyone

  • Todd

    Very much agree with the consensus. They posed as my existing company on the phone. Converted me over and it left my old account open with my good provider. Luckily they retuned our equipment to them. Now I’m getting the run around just to get the cancelation person Elise on the phone. So far they have just left for the day, been on the other line and been out to lunch. All within a few minuets. Stay very far away!!!!

  • SARH

    I have been with Choice for 3 years I love that anytime I have a problem they fix it. Any time I want a rate review they give it right to me. I have 6 business and I switched them all to choice because they were so good to me. Never will I go with a bank when double charge me

  • Luis

    Ok, so I signed up with this company two years ago in September 2010 and the sales rep that came to my office said to me that this was a no-contract agreement and if I decided to cancel all I had to do was just return the equipment. After about a year they started charging me more fees and increased the monthly service fee from $5 to $50 per month, this is in adition to the fee they charge per swipe. I came upon square, the payment processor you can use on your smart phone which has no monthly fee, so I decided to call Choice Merchant Solutions to cancel my account with them. The sales Rep tells me that I am locked into a 3 years contract. I read the agreement and it says that the contract automatically renews every year, which means I should be able to cancel in September 2012, before it renews again. The Rep tells me that I have to call 3 months before the contract ends, so they are trying to stick me with either another year of useless billing because I do not use their services anymore or a $500 cancellation fee. Also, if I do not call to cancel 3 months before September 2013, the contract automatically renews for another 3 years and the same story repeats all over again (Even thought it does not mention this in the contract). My advise to whoever is considering using this company is DON’T.

    I never write comments in forums, this is my first time doing it and the reason behind it is that maybe I can save someone a lot of headaches and troubles with this company if they get to read this post before they sign up with thses white-collar criminals.

  • Dave

    Stay clear of this unethical, unprofessional company. I had a sales representative visit my store to give
    me a quote of credit card processing fees. The sales representative took one of my monthly statements,
    promising to return the next business day, with a quote, and of course, to return my statement. It has been one-week and the sales representative has not returned, has not called, and cannot be reached.
    I think the creep skipped town. I have placed numerous calls to their corporate office, in Hartford, Ct.,
    to no avail. No one in the company can locate their own sales representative. Thank goodness I smelled a rat and did not sign-up with this company. Stay clear–Choice Merchant Solutions is a SCAM!

    • Ryan

      JUST A HEADS UP. LOOK OUT FOR THEM CALLING YOU BACK FROM A DIFFERENT NAME AND NUMBER AND USING THE INFO ON YOUR STATEMENT LIKE MID #, sales volume, and transactions, to ACT like they are your current provider and it kind of makes you think they are when they call with all your personal info. BUYER BEWARE. This company needs to be outed from the merchant service industry. how do they get away with sheer fraud?????

  • Sara

    Choice merchant solutioins is a rip off company. They are liers minpulative people, they are taking money from me from past three years and charging fees for no reason. My contract with them came to an end in February and I returned their equipment but they were like no your contract will be over in July now comes July they say no we renewed your contract in May. So they have been charging me from February til now. I don’t think anyone can renew a contract without anyones authorization. Now they tell me we will charge you $500 if you want to end the contract. Their sale people are so disrespectful. I am so sick and tired of their games everytime I call them their customer people tell me different thing it’s rediculous. They should not be doing business at all because they don’t even know how to serve their customer. I am surprised no one has taken any action against them!!

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