Complete Merchant Solutions Reviews & Complaints

Complete Merchant Solutions Logo
Overall Score
full star full star full star empty star empty star
How did they treat you?
Pros and Cons
Pros: Cons:
I Online fraud prevention tools Some billing complaints
Popular in the U.S. Not exceptional in industry
Wide range of services No 24/7 support
Over 30 years in business Tiered pricing model
ntegrated solutions for businesses Communication issues noted


In this article of Complete Merchant Solutions (CMS), we'll provide an in-depth analysis of their services. We'll cover key areas such as their rates and fees, contract terms, and customer feedback, including common complaints and industry ratings. We'll also look at the payment processing options provided by CMS, including their security standards, POS solutions, and e-commerce platform integrations.

Our review assesses the affordability and transparency of CMS's pricing structure, the quality of their customer support, and the pros and cons of their services. We explore CMS's legal history, including recent lawsuits and fines, and how these factors might impact their clients. Finally, we'll present an overall review of CMS, including insights from employee experiences and sales tactics, to provide a well-rounded perspective for potential clients and employees alike.

About Complete Merchant Services

Complete Merchant Solutions is a merchant account provider that offers payment processing for all merchant types. Founded in 2008, Complete Merchant Solutions resells the products and services of First Data (now Fiserv). In 2022, Complete Merchant Solutions announced they would be consolidating fintech company Nexio under the Complete Merchant Solutions brand.

Complete Merchant Services Homepage

Complete Merchant Solutions Products and Services

Payment Processing

Complete Merchant Solutions (CMS) facilitates the processing of all major debit and credit cards. Their offerings include EMV card readers and swipers, EBT, ACH and e-check processing, gift cards, recurring billing, and solutions for e-commerce.

Security Measures

CMS upholds high-security standards in its credit card transaction processes. The company is PCI compliant, ensuring secure handling of transactions and protection of customer data. With fraud prevention tools and tokenization techniques, CMS aims to provide a robust security framework for businesses.

POS Solutions and Terminal Options

CMS offers a range of point of sale (POS) solutions and terminal options, from traditional countertop terminals to advanced POS systems. These options allow businesses to select the solution that best fits their operational needs. The POS systems can integrate with inventory management and customer relationship management software, supporting comprehensive business management.

E-commerce Platform Integration

CMS supports integration with various e-commerce platforms, making it a suitable choice for online businesses. This integration facilitates efficient management of online transactions and ensures a smooth checkout experience for customers.

Pricing Structure

CMS presents an affordable and transparent pricing structure, with different plans tailored to various business sizes and types. Clear disclosure of rates and fees assists businesses in planning their expenses and avoiding unexpected costs.

Customer Support

CMS offers customer support around the clock, a significant aspect in the credit card processing industry. Their 24/7 support ensures that any issues can be promptly addressed, helping businesses maintain uninterrupted transaction processing.

Complete Merchant Solutions Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Total Online Complaints <10
Live Customer Support Yes
Most Common Complaint N/A
Recent Lawsuits Yes

Minimal Complaint Volume

We have encountered a few negative reviews of Complete Merchant Solutions, with some customers alleging the company’s involvement in ripoff or scam practices. Older reviews depict adverse interactions with sales agents, with one review prompting an official response from the company refuting the agent’s actions. While we harbor some reservations regarding the company’s response, the number of complaints related to its sales team appears to be limited. If you have your personal review of Complete Merchant Solutions to contribute, please share it in the comments section below.

LuLaRoe Disputes

Recent complaints seem to stem from a contractual dispute with multi-level marketing and women’s clothing company LuLaRoe. Complete Merchant Solutions placed a hold on a substantial portion of LuLaRoe’s funds, possibly in response to suspected high-risk transactions or as a reaction to LuLaRoe’s attempt to switch payment processors before terminating its initial contract with CMS. While this contention is specific to one entity, it has not significantly impacted Complete Merchant Solutions’ overall rating.

Legal Issues and Penalties

According to The Better Business Bureau, on December 9, 2020, Complete Merchant Services, LLC (CMS) and former CEO Jack Wilson settled Federal Trade Commission (FTC) charges linked to the illegal processing of consumer credit card payments for fraudulent schemes. The FTC alleged that CMS and Wilson overlooked key indicators of illicit behavior in these schemes, resulting in a mandated payment of $1.5 million to the FTC for consumer refunds and the imposition of various restrictions on CMS and Wilson’s operations.

Customer Support Options

While Complete Merchant Solutions offers phone and email support to its clients, these support channels do not meet the standards set by top-rated payment processors for customer service.

Customer Service Contact Information

  • (877) 267-4324 – Toll-Free Customer Support
  • (877) 537-9485 – Fax

Additional Support Options

Complete Merchant Solutions Online Ratings

Here's How They Rate Online

Online Ratings Summary
BBB Reports 3

Under 5 Complaints

The Better Business Bureau is currently showing an “A” rating for Complete Merchant Solutions, which has been an accredited business since 2010. 2 complaints have been filed against the company in the past 36 months.

What Customers Say

Complete Merchant Solutions has also received 1 review on its profile. The most recent review describes charges after a cancellation:

I hate to do this but after months of trying to cancel my account with them, I am STILL being billed charges for services I am no longer using! This all started last fall (2019) where we cancelled our processing subscription. We filled out all the correct paperwork and was assured it was taken care of. Here we are in MAY OF 2020 and still being pinged for charges that are NOT supposed to be coming out. I’ve worked with several of their customer service reps all who have apologized, reversed the charges and promised me the fees would stop. I can’t understand why they are unable to remove our information! I set up a stop payment and block with my bank for all future CMS charges only for them to run the charge AGAIN AND IT GO THROUGH. I’m frustrated with both CMS and our bank. Please, for the love of God, remove my dang bank info!

It should be noted that CMS replied to the complaint and it appears to have been resolved.

An “A” Performance

In light of this information, we agree with the BBB‘s rating at this time. Business ownersc should note, however, that there are reasons to be skeptical of BBB ratings.

Complete Merchant Solutions Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Cancellation Penalties Yes
Monthly & Annual Fees Yes
Processing Rates Variable
Equipment Leasing Yes

Three-Year Agreement

The standard Complete Merchant Solutions Program Guide outlines a three-year agreement with an early termination fee of $350 and a variable monthly minimum fee. While other fees like PCI compliance fees, statement fees, or IRS reporting fees are not listed in the available documentation, it’s essential for business owners to inquire about all potential fees before signing up. We also encourage businesses to explore our list of the best merchant accounts.

As a reseller, the company retains the right to adjust rates found in a typical First Data (Fiserv) contract. Under the usual terms, clients processing up to $50,000 monthly receive a swiped rate of 2.69% plus $0.19 and a keyed-in rate of 3.69% plus $0.19. For businesses surpassing $50,000 in monthly charges, the swiped rate becomes 2.29% plus $0.19 and the keyed-in rate is 3.29% plus $0.19. Additionally, these contracts often include non-cancellable, long-term equipment leases through First Data Global Leasing.

Virtual Terminal and Payment Gateway Pricing

In addition to its in-store payment processing services, Complete Merchant Solutions also offers virtual terminal and payment gateway services. The company partners with various e-commerce solutions providers such as 3dcart, Volusion, Big Commerce, Fortune3, Core Commerce, PinnacleCart, X-Cart, Ashop Commerce, 1ShoppingCart, and Elite Works. Pricing varies depending on the service partner merchants choose. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates, may apply to these e-commerce services.

Industry-Average Terms

Overall, these terms seem to align with industry standards, but the absence of specific complaints regarding the company’s pricing leads us to assign it a “B” rating for now. It’s worth noting that contract terms may vary depending on business type and the agent handling the account setup. Business owners should compare all fees with those of affordable merchant providers. If you possess insights into the standard Complete Merchant Solutions contract, please share them in the comments section below this review.

Complete 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

In-House Sales Team and Outside Agents

Complete Merchant Solutions appears to utilize both full-time, inside sales reps and independently contracted outside sales agents to market its services. The use of independent sales agents is often tied to high complaint volumes in the credit card processing industry due to the minimal training and oversight that these agents typically receive, and Complete Merchant Solutions appears to be no exception.

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

We have located multiple Complete Merchant Solutions reviews that explicitly describe problems with nondisclosure and misrepresentation by Complete Merchant Solutions sales agents. In its official response to the more recent complaint, Complete Merchant Solutions insisted that it was being wrongfully blamed for the actions of an independent sales rep.

A Need for Accountability maintains the opposite stance—namely, that companies are responsible for the promises made by their sales agents, independent or otherwise. For this reason, and because of the content of the complaints filed against the company, we have slightly lowered its grade in this section to a “B.” To its credit, the company does not appear to utilize deceptive advertising tactics in its official materials. If you suspect that Complete Merchant Solutions is charging you undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden costs.

Our Complete Merchant Solutions Review Summary

Our Final Thoughts

Complete Merchant Solutions (CMS) emerges as a provider with a mixed reputation in the credit card processing industry. Details concerning CMS’s contract terms are fairly outlined, allowing for an in-depth evaluation of their services. However, CMS has experienced a moderate volume of public complaints, particularly highlighted by disputes involving high-profile clients such as the multi-level marketing company LuLaRoe. These complaints often focus on issues like fund holds and the alleged high-risk nature of client transactions, reflecting potential challenges in their processing services. While such incidents are isolated, they contribute to the broader perception of CMS among its clientele. Additionally, there are concerns regarding the practices of independently contracted sales agents, which have led to accusations of misrepresentation and nondisclosure, hinting at possible systemic issues within CMS’s operations.

Business owners contemplating using Complete Merchant Solutions for their payment processing needs should meticulously review all contract terms offered by CMS. This careful examination is crucial to fully understand the commitments and to avoid unforeseen challenges, particularly those related to contract clauses that may impose stringent conditions or unexpected fees. Given CMS’s association with established processors like First Data (now Fiserv) and their ability to offer competitive rates for substantial processing volumes, it remains vital for potential clients to weigh these benefits against the documented drawbacks and customer experiences.

Location & Ownership

Complete Merchant Solutions is a registered ISO/MSP of Commercial Bank of California, Los Angeles, CA; Chesapeake Bank, Kilmarnock, VA; Deutsche Bank AG, New York, NY; and Merrick Bank, South Jordan, UT. The company is headquartered at 727 N 1550 E Ste 300 Orem, UT 84097-4412. David Decker is the president and CEO of Complete Merchant Solutions while Kyle Hall is listed as a co-founder.

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Testimonials & Complaints

How Did Complete Merchant Solutions Treat You?

7 User Reviews

  • Britney Burch

    I was only with them for one month at first things were going good, my business partner called in on the account which I asked to have him verified previously and they never did. They never contacted me just stopped giving me deposits.
    Now I have over 19000
    I’m reserve because the placed my account in 100 percent reserve and no one will contact me back and let me know what’s going on I’ve been calling every day still no response

    This post will help: How to Make Your Payment Processor Release Your Money


  • Keith Galloway

    CMS sent me an email to contact another company (also in Orem, UT and just 4 miles away) about PCI compliance, who then demanded a $70 fee for some online class that I had to take or else I would have to stop taking credit cards. The whole thing sounded sounded kinda fishy so I called CMS to verify this was true and was told I really didn’t have to take the “class”. I’m sure CMS was going to get a hefty commission on enrollment fee!

    From The Editor
    This Post Might Help: 7 PCI Compliance Myths and Misunderstandings

  • Shelby

    This company is a complete scam. They have decided to keep 20% of LuLaRoe’s wholesale orders that are placed with a debit or credit card. HOW can you take money that isn’t yours?! Just because this company is mad that LLR is changing merchants (that won’t rip us off) they think it is okay to affect the livelihoods of thousands of ladies!?

    • Amanda

      First off… they aren’t keeping 20% it’s like an escrow account they are holding the money, mostly to cover themselves for llr chargebacks, or because LLR is now considered a high risk, it was probably in their contract. LLR changed merchants because they knew they were illegally charging sales tax and wanted to cover their own asses and push the blame to someone else as they always do!

      Also another food for thought, LLR saw this coming and that’s why they changed the compensation plans over to sales rather than orders because they knew CMS was going to impose a 20% hold. WhT CMS is doing is completely within normal business practices! NOW…Stop drinking so much kool-aide

      Also llr is going against a court order to not encourage or incentivize consultants to use a different merchant which they are doing by now only offering discounts on wholesale orders to those who use less cards which would mean one would have to move to the new system


    • Bradley

      It is quite clear that you have no clue how merchant services and their contracts work. LLR had a contract and obligation with terms with CMS. They broke that contract and those terms. Within that franchise merchant contract CMS has the clause to withhold 20%. CMS is entitled to this due to LLR breaking their contract and LLR being a financial risk(look it up on Dunn & Bradstreet, they are.
      CMS is an amamaing processor, it’s LLR who is the wrong. Also if you look into the new merchant in which they take all the liabilities and put them on your financials and family, you can’t skip on that 3 year agreement just like LLR can in no way skip on theirs with CMS. Stop reading the fluff and educate yourself on how merchant services and their contracts actually work.
      Also, the “tax issue”…nothing to do with CMS, your corporate office claimed nexus and reprogrammed Audrey for $45,000 using a “friend” no credit card processor would claim a grey potentially illegal area such as nexus FOR any company, nor would they have the ability to reprogram your point of sale system.

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