Coastal Pay Overview

First Data and Elavon Reseller

Founded in 2013, Coastal Pay is a merchant account provider that serves standard and high-risk business types throughout the U.S. The company resells the services of 8 different payment processors, including First Data and Elavon.

Headquartered in California

Coastal Pay is a registered ISO/MSP of Elavon, Inc. and of Wells Fargo Bank, NA, Concord, California, and is headquartered at 2445 Impala Dr, Carlsbad, Californi. Travis Chrisman is the president and co-founder is the CEO of Coastal Pay.

Coastal Pay Review Table of Contents

  • Costs & Contract: Coastal Pay appears to offers its merchant services on a month-to-month basis with no early termination fees, PCI compliance fee, or monthly minimum fee.
  • Complaints & Service: Coastal Pay has received more than 60 public complaints.
  • BBB Rating: Coastal Pay has an “A+” rating and has received 16 complaints and 10 reviews in the past three years. The company has been accredited by the BBB since April of 2019.
  • Sales & Marketing: Coastal Pay appears to hire independent sales representatives and has received a moderate-to-high number of complaints about its sales practices.
  • Rates & Fees: How Merchants Got The Best Rates With Coastal Pay
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Products & Services Offered

Types of Businesses Served

  • Retail
  • Mobile
  • E-commerce
  • High risk

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Coastal Pay Rates, Fees, and Costs

Key Points

Swipe Rate 2.69% + $0.19
Keyed-in Rate 3.69% + $0.19
Virtual Terminal Rate 1.00% - 4.99%
Payment Gateway Fee Undisclosed
Monthly Minimum Fee None
Inactivity Fee None
Early Termination Fee None
PCI Compliance Fee None
Equipment Lease Terms None

Coastal Pay Contract Terms

The Coastal Pay website conveys that Coastal Pay does not lock merchants into any long term contract. According to the company’s president and co-founder, Coastal Pay does not charge a standard early termination fee, PCI compliance fee, inactivity fee, or monthly minimum. The company also longer charges for equipment leases, instead, it only offers payment terminals for direct purchase. However, pricing for the company’s transaction rates is not disclosed.

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, Coastal Pay also dedicates a portion of its website that advertises its virtual terminal and payment gateway services. However, pricing on either of those services is not disclosed. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.

Higher-Than-Average Costs

The abundance of complaints from merchants who claim to have been unwittingly locked into long-term contracts with liquidated damages-style termination fees has caused us to lower Coastal Pay’s grade in this section to a “D.” Coastal Pay’s contract pricing and terms prevent it from competing with the cheapest merchant accounts. If you have any specific knowledge of the standard Coastal Pay contract (including any PCI compliance fees or monthly minimum fees), please share that information in the comment section below this review.

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Response from Coastal Pay

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Coastal Pay Complaints & Customer Reviews

Key Points

Total Online Complaints 60+
Live Customer Support Yes
Most Common Complaint Sales Tactics

High Complaint Volume

We are currently able to locate over 60 negative Coastal Pay reviews, some of which openly accuse the company of being a scam or a ripoff. Common complaints from merchants include persistent telemarketing, aggressive in-person sales conduct, nondisclosure of contract terms, misrepresentation of fees, exorbitant termination fees, difficulty cancelling service, and hard-to-reach customer service. For a company that was founded in 2013, this is a remarkably high volume of complaints. The content of the complaints is equally appalling, as merchants regularly state that they were lied to by sales agents and subsequently trapped in expensive contracts, only to be held to the terms of the contract by Coastal Pay.

Coastal Pay Lawsuits

We have not found any outstanding class-action lawsuits or FTC complaints filed against Coastal Pay. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

Legal Firm Responses

One uncommon aspect of Coastal Pay’s customer service has contributed to its low score in both this section and the BBB section of this review. Unlike most merchant account providers, Coastal Pay has appointed an independent legal firm to respond to the merchant complaints that the company receives through the BBB. This approach to complaint resolution is not standard for the industry and could be interpreted as an effort to deter and shut down merchant complaints rather than respond to them in a satisfactory manner. Furthermore, the actual responses from this law firm to merchants are atypical for the industry, as explored further in the section below.

Coastal Pay Customer Support Options

Coastal Pay’s website boasts a 24-hour technical customer service phone number and a promise to respond to all written inquiries within 24 hours, but several merchant complaints (including some found at the bottom of this review) cite a completely unresponsive support team. At this time, Coastal Pay ranks terribly for customer support and has a great deal of work ahead if it hopes to qualify as a top-rated payment processor for customer service.

Do you have a complaint or testimonial about Coastal Pay? Make your voice heard before you go!

Response from Coastal Pay

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Coastal Pay BBB Rating Summary

Key Points - BBB

Product & Service Complaints 10
Billing & Collection Complaints 4
Advertising & Sales Complaints 0
Guarantee & Warranty Complaints 0
Delivery Complaints 0

Nearly 20 Complaints

Coastal Pay currently has an “A+” rating with the Better Business Bureau and became accredited in April of 2019. The company has received 14 complaints in the last 36 months. 10 complaints were related to product or service issues and 4 were classified as billing or collection issues. Coastal Pay resolved 1 complaint to the satisfaction of the merchant while the remaining 13 were answered but have yet to receive a final response from the complainant.

What Merchants Say

In addition to those 14 complaints, Coastal Pay has also received 8 informal reviews on its BBB profile. All 8 reviews were negative, receiving the lowest possible rating. The most recent complaint details fees being charged despite assurances from Coastal Pay that they were not enforced under their merchant agreement:

Does not keep promises. (Charged for equipment when they stated no equipment charges.) Had a customer that was double charged on credit card , but had with no response even when I showed them proof. Canceled service but they still charge monthly.

Merchants in this situations where they are being charged for fees which they were told were not included in their merchant account should review how to cancel their merchant account without paying a fee.

A “D” Performance

In light of Coastal Pay’s complaint total the low rating and issues detailed in its reviews, and the time that its profile has been active, we have adjusted the BBB’s rating to a “D” at this time.

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Response from Coastal Pay

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Truth In Marketing & Advertising

Key Points

Employs Independent Resellers Yes
Advertises Deceptive Rates No
Discloses All Important Terms No

Several Sales Complaints

Coastal Pay appears to utilize a combination of independent sales agents and telephone appointment setters to market its services. This strategy is commonly linked to elevated complaint rates in the credit card processing industry, and Coastal Pay is no exception. We have located over 30 Coastal Pay complaints that mention the company’s sales team. Merchants specifically report persistent, irritating telephone calls, nondisclosure of contract terms (specifically the details of equipment leases), and false verbal promises from sales agents. A few merchants also describe conduct that sounds very similar to “slamming,” in which the company’s telesales representatives claim to be from “merchant services” and avoid stating the name of the company they represent. A company representative has stated that Coastal Pay’s marketing team makes approximately 150,000 sales calls per month.

False Promises

As noted above, Coastal Pay’s most common response to these complaints is to hold each merchant accountable for the terms of his or her contract, even when the merchant claims that an agent made egregious verbal misrepresentations. For instance, we found some complaints stating that Coastal Pay agents promised merchants that Coastal Pay would pay the cost of the merchants’ early termination fees with their previous processors. However, language on the company’s website states the following: “Merchant and the guarantor who signed page one of the MUA (“Merchant”) understand that it is solely the Merchant’s responsibility to cancel all prior services and equipment contracts and accepts responsibility for any termination or cancellation fees and agrees to hold harmless CP of any obligation related to prior processing and equipment lease contracts, unless otherwise agreed to in writing.” In other words, merchants should disregard any promise made by a Coastal Pay agent that contradicts the exact language of the company’s full contract. The front page of the Coastal Pay merchant agreement (seen here) includes a line requesting the amount of the merchant’s ETF from their current processor, but it does not include any language that guarantees that this fee will be paid. A company representative has stated that Coastal Pay does pay merchants’ ETFs.

Employees Weigh In

1 positive review of Coastal Pay from a former sales employee mentions that the company’s sales agents “mainly go off of the Straight Line Persuasion System by Jordan Belfort.” It’s worth noting that Jordan Belfort is the subject of Martin Scorsese’s 2013 film The Wolf of Wall Street. Another employee review states the following: “No leads or appointments with clients that really need your service. They are always already committed to a contract. Most times the client doesn’t want to see you and they are pissed off that your there, because the rep that called and set up the appointment on your behalf. badgered them into taking the appointment. I had one client threaten to shoot me when I walked in the door because the appointment setter browbeat him into the appointment.” A company representative has disputed the accuracy of both reports.

No Misleading Quotes

As a small point in the company’s favor, we are unable to find any misleading rate quotes or unrealistic guarantees on the Coastal Pay website. However, the sheer volume and consistency of complaints regarding the company’s sales force have lowered Coastal Pay’s score in this section to a “D.” If you suspect that Coastal Pay is charging you undisclosed fees, we recommend seeking a third-party statement audit to eliminate hidden costs.

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Response from Coastal Pay

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Coastal Pay Logo

Our Opinion of Coastal Pay

A Below-Average Credit Card Processor

Coastal Pay rates as a substandard merchant services provider according to our rating criteria. Public complaints about the company consistently allege troublesome sales practices, expensive contract terms, and poor customer service. Coastal Pay can improve its rating in this review by reducing its rate of public complaints and adjusting the way it responds to the complaints that are filed. For now, merchants would be better served by instead opting for a top-rated merchant account provider. Our rating may be subject to change as we continue to receive more merchant feedback about the company.

We rely on your feedback about Coastal Pay to keep this review accurate and up-to-date. Please take a minute to tell us about your experience. We and the small business owners of this world thank you!

Thank you for reading my review. I hope that it has helped you with your research.

Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services

I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.

From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers on this website.

How I Can Help You

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18 Reviews Leave Your Review for Coastal Pay Below

  1. Ben Boyce says:

    This bull**** company lead us on for weeks, was unresponsive, and their 1800 number doesn’t even work. We were given a merchant ID for this company and never send any link for authorize.net to signin to the account.
    They provided us with a merchant ID and then didn’t do anything at all.

    Also Rob Reyes verbally abused my business partner on several different occasions.

  2. Steve says:

    I am surprised to see so many bad reviews. I’m guessing it’s from people who don’t read their contracts. They have hired new staff, Vanessa is very nice to work with and I never have an issue with reaching them.

    1. Phillip says:

      Hi Steve,

      Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!

  3. Aryycg says:

    They are not good stay away from them. After the contract I had with them was up they still kept taking my money and they keep sending me to a voicemail that’s full.

    From The Editor
    This Post Might Help: Cancelling a Merchant Account Without Paying a Fee

  4. Julie H says:

    Not Reputable!! Also unable to contact to cancel contract after 2 requests. Mailed cancellation notices to Impala Drive in Carlsbad. One was ignored and the other was returned saying their “forward time expired return to sender”. The forwarding address is two four one Camino Del Postigo, Escondido, CA . Pretty snazzy private home…check for yourself! We finally faxed 2 cancellation notices and stopped their monthly auto payment and are now dealing with First Data and the leasing company to complete the cancellation. During this process, even First Data was unable to contact Costal Pay. I emailed pretending I wanted to sign up. Travis Chrisman (President & Co-Founder) responds in less than 1 1/2 hours with his cell number. Waited a couple weeks and mentioned the address and phone issues and asked him to explain. He responds with, “What can I help you with? You can reach me on my cell phone at six one nine six six five nine nine six six.” If it looks like a duck and walks like a duck……

    From The Editor
    This Post Might Help: Cancelling a Merchant Account Without Paying a Fee

  5. Elizabeth says:

    Do not do business with these people. They tell you one thing and charge you another. They take forever to get back with you, and that is if they get back with you. I have been trying to get in touch with them to end our lease agreement for over 2 weeks and have yet to get any type of response back. Save yourself the headache and DO NOT DO BUSINESS WITH THESE IDIOTS

    From The Editor
    This Post Might Help: Best Merchant Accounts for Great Customer Service

  6. D’Ann Kerby-Edl LMT says:

    I have had this company a little over a year. Overall they are pretty prompt about paying. I got a notice of an increase, that I did not agree to. I have called and left messages 3 times, also e mailed . No response. The misrepresented them selves from the beginning


    From The Editor
    This Post Might Help: Let Us Eliminate Fees From Your Contract For You

  7. Sheree says:

    Horrible Company! Was with them for over a year and was charged over 2% every month. I had a separate charge for the equipment of $64.20 per month and this is non cancellable and is costing me $3,081.60 for a piece of equipment that I can’t use and is out of compliance. Not to mention it is also on my personal credit report. What! The machine also changed dates on its own and I had to call technical service through my bank to have them give me the code to change the date back so the funds would deposit the next day instead of 2 days later. This happened twice. There is absolutely ZERO customer service. If you call the phone number it goes to voice mail and the mailbox is full unless you call Technical Support. So.. you can’t get a resolution to anything. I changed companies 6 months ago and not only am I being charged $64.20 per month for the equipment but they are also charging me $34.99 per month to do NOTHING! I called in March to get them to stop charging the $34.99 and refund the last 5 months. I was on hold with Technical Support for 18 minutes before he transferred me to someone else and he says I need to go to Coastal Pay and he said he couldn’t get through to their number either… 22 mins later I get on the phone with another number he provided me… 858-848-0705. It asked me for my name and then I left a voice mail. This is ridiculous!

  8. Cynthia says:

    I was told that I would be have to pay $69 a month. Also that I would not have a device that I had to pay for. I told the lady that came out that I did not want anything is I was having to pay for a device because I was already going through square. So I did not need a device but I would like the advertising because I a new place in town. I got sent a card device and it is $59 a month for four years. I call them to see if could return it and get out of the monthly payments because they already took out $104.27 out of my bank account. Told them that I didn’t agree to the card device. They told me that is I have emails stating the agreement that to send it to them. I told them that it was not emailed it was told in person. So I do not know what to do.

  9. judy swain says:

    bad company. I to signed the paper that I received the equipment before it came by UPS, which I refused it. eric, who calls regularly from coastal pay telling me I cant get out of this contract. I had put this on hold with the company 2 days after signing in order for me to see some of the websites they built for other merchants. I didn’t have a good feeling from the start. I called and put a stop payment thru my bank so they can not take any money from my account. if I have to, i’ll add them to my bankruptcy.

  10. Chiropractic says:

    Horrible Company. Liars, breached contract, stealing money for services not provided. Starting legal action.

    1. George says:

      Looking to start a class action lawsuit. Please contact.

    2. Deborah Calamia says:

      Hi, I have been taken also. They told me I was going to save $57.00 a month, when in fact they are costing me $ 175.00 a month more. They are Liars,cheats,unethical and in moral. I’m a small business just trying to stay afloat and they are totally screwing me.

  11. ZENDAYAH MARYSE DAOUT says:

    TODAY 3/28/2017
    I have been asking for the longer to cancel this contract, your sales representative and Kevin is trying to make treats to me, every company have a time frame to cancel a contracts ten days grace period, I did not wait ten days to cancel. Michel waited exactly until today March 28 in which i signed the contract on Feb 28 one month to show up here, so that i would not have any choice but to stay into the contract, if that’s the way your company does business then that is the wrong way. And while i am speaking to Kevin, Michel is making adjustment to the contract not even noticed that i have a camera right above his head recording, I HAVE THE FIRST ORIGINAL ON MY EMAIL WHEN MICHEL SENT IT TO TRAVIS WITHOUT CORRECTION. I spoke with you Travis you asked to send Michel in my office to speak with, I told you that I do not want to see Michel or speak with him, Michel is very arrogant and I am another one, this morning he is stating that I told him that I did not spoke with anyone which is not true, I can see that I would go through hell with your company for all these dilemmas that brought in my office. I do not have your equipment all were sent back the same day there were in my office, since Kevin that we will go legal I am waiting for legal.

    On Fri, Mar 3, 2017 at 6:51 PM, DAout Tax & Immigration Expert wrote:

    Good afternoon Sharon,
    I am not sure who i must talk too, cause i have asked numerous time that i want to cancel this transaction. I just now found out that your company has charged my account without notices and I was blaming Blackstone for it, I do not like that. this machine will be sent back to your company. I am starting to be irritating about this, I made a decision not to have this credit machine any longer, in a business a customer have ten business days to cancel any transaction. I have requested to cancel the day after, my husband said no and he is my business partner and its final.

    MARCH 1ST THE DAY AFTER I SIGNED THE CONTRACT
    Good morning Travis,

    I would like to cancel my service with you guys, as I know in most business I have a time frame to cancel. I did not appreciated the fact that Michel took a picture of my machine and sent it to you without my consent, second my husband found the machine to lease for $37.00 a month 2% amex + .19 cent flat, i am saving $42 a month, I was not told that with Michel whether there was a plus or not. He just told me not to worry about. Also when I asked what is the fee for cancellation, that information was not provided to me therefore of course my business partner asked me to cancel, Sorry for the inconvenience, and I also would like a confirmation of cancellation thanks.

    REPLYING TO MY EMAIL
    Good morning Zendayah! I hope you are doing well. You do have the guarantee that you have the best rates with Coastal Pay. I can also guarantee you that that other program will not beat our price, They might be saving you on the lease but they will be making it up 10 fold on the rates. It’s impossible to do .19 cents when the cost of debit is .22 cents unless you are on ERR system. Be very careful with this system as their is a downgrade surcharge that is very expensive. Lets hop on a call in a few hours and I’ll do my best to explain this out to you. Remember, you have a rate match guaranty in writing which means we guarantee to beat any rates at any time. Many companies will tell you they have the best but they will not guarantee it in writing. Talk to ya soon…

    Best regards,

    Travis Chrisman
    President

    D: (619) 452-3215
    O: (888) 266-1715 Ext. 301
    F: (888) 266-1716

    2445 Impala Dr.
    Carlsbad, CA 92010

  12. Bonnie Gill says:

    I worked there. They stole my accounts. They lied all day to every customer. They insult employees all day if they aren’t pushy and demanding and try to force sales all day. My boss got caught in lies tons but always tried lying his way out. I reported to abuse to the company. So far they don’t even care. Stay away from this place.

  13. Cindy says:

    I had a pushy dishonest sales lady also. She had my husband sign while I was away and told him I forgot to sign some of the documents after I told her I did not want to sign I just wanted information. Then told me the same later that he already signed some and forgot a few signatures. I should have said oh well and left them unfinished at least until I spoke with him first. I got locked into a 5 year contract at 98/mo for the terminal and they charge me $153 per month for non usage. I told them from the beginning we do not have sales every month and I do need a terminal for more than one bank account for more than one business. The terminal does not meet my needs. I have spoke with Dianet several times and nothing gets done. So over $250 per month for nothing for going on 3 year so far. They do not care of the tactics the sales person uses, do not care if this package fits the customer. They do not look out for the customer at all. I would not recommend Coastal Pay never!!!!!

    1. Tobin says:

      Close your bank account ASAP

  14. Sandi Katz says:

    I was called today by Coastal Pay and they spent about 10 minutes trying to convince me to have someone come to my home and explain their services. I continually told them I needed to know more first and they did tell me exactly what they do. After giving him the courtesy of listening to his high pressured sales pitch, I told him I would check the online reviews of his company before I went any further. At that point, he hung up on me. I was not at all surprised when I read the reviews which were awful. My suggestion to anyone who gets these types of calls saying they can save you money and help grow your business – hang up immediately. This is the third company that has turned out to be a scam….another one is Web.com. They are just as bad.

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