Complete Merchant Solutions 2023: Reviews & Complaints
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 Solutions Payment Processing
Complete Merchant Solutions processes all major debit and credit cards. Their services include EMV card readers and swipers, EBT, ACH and e-check processing, gift cards, recurring billing, and e-commerce solutions.
CMS adheres to high-security standards in processing credit card transactions. It is PCI compliant, ensuring that transactions are securely handled and customer data is safeguarded. Its fraud prevention tools and tokenization technique add an extra layer of protection, making CMS a reliable option for businesses that prioritize security.
POS Solutions and Terminal Options
CMS provides a variety of point of sale (POS) solutions and terminal options. These range from traditional countertop terminals to advanced POS systems, providing businesses with the flexibility to choose what best suits their needs. The POS systems can integrate with inventory management and customer relationship management software, enhancing business operations.
Integration with E-commerce Platforms
CMS supports integration with numerous e-commerce platforms, making it an excellent choice for online businesses. The seamless integration allows businesses to manage online transactions efficiently and provide a smooth checkout experience for customers.
Affordable and Transparent Pricing
The pricing structure of CMS is both affordable and transparent. The company offers a variety of plans to cater to different business sizes and types. The clear disclosure of rates and fees helps businesses to plan their expenses and avoid surprises.
Excellent Customer Support
CMS provides excellent customer support, which is a significant factor in the credit card processing industry. They offer 24/7 support to resolve any issues that may arise, ensuring that businesses can process transactions smoothly at all times.
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.
Table of Contents
- Costs & Contract: Offers a three-year contract through First Data (Fiserv) with…
- Complaints & Service: Complaints number fewer than 10 on…
- BBB Rating: Currently has an “A” rating and has received 2 complaints and 1 informal review in the last 3 years. The company has been…
- Sales & Marketing: Appears to hire independent sales representatives and has received…
Complete Merchant Solutions Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||<10|
|Live Customer Support||Yes|
|Most Common Complaint||N/A|
Low Complaint Total
We have located a handful of negative Complete Merchant Solutions reviews, some of which accuse the company of being a ripoff or scamming its merchants. Some older Complete Merchant Solutions reviews describe negative experiences with sales agents, and one received an official response from the company that denied culpability in the agent’s actions. Although we disagree with the company’s stance in this rebuttal, it has not received a large volume of complaints related to its sales team. If you have your own Complete Merchant Solutions review to make, please do so in the comments below.
A few of the company’s more recent complaints appear to stem from a contractual dispute with the multi-level marketing/women’s clothing company LuLaRoe. Complete Merchant Solutions appears to have placed a hold on a large percentage of LuLaRoe’s funds either in response to suspected high-risk transactions or as a reaction to LuLaRoe attempting to switch payment processors before terminating its initial contract with CMS. This issue has not had a major impact on Complete Merchant Solutions’ rating because it is a dispute with a single organization.
Complete Merchant Solutions Lawsuits and Fines
As reported by The Better Business Bureau’s website:
On December 9, 2020, Complete Merchant Services, LLC (CMS) and its former CEO, Jack Wilson, settled Federal Trade Commission (FTC) charges that they illegally processed millions of dollars in consumer credit card payments for fraudulent schemes when they knew or should have known that the schemes were defrauding consumers. Those schemes included Apply Knowledge and Tarr, which were ultimately shut down by an FTC enforcement action, and USFIA which was shut down following an enforcement action by the U.S. Securities and Exchange Commission.
The FTC alleges that CMS and Wilson ignored clear red flags of illegal conduct by those schemes, such as high rates of consumer chargebacks, use of multiple merchant accounts to artificially reduce chargeback rates so as to evade detection by banks and the credit card associations, submission of sham chargeback reduction plans, and the use of merchant accounts to process payments for products and services for which the merchant did not get approval from the bank holding the accounts.
The proposed order requires CMS and Wilson to pay $1.5 million to the FTC for use in providing refunds to harmed consumers. In addition, among other restrictions, CMS and Wilson are banned from acting as a payment processor for any companies that offer “free trials” for nutraceutical products, and prohibited from engaging in credit card laundering and helping clients evade fraud monitoring programs established by financial institutions. The order also requires CMS and Wilson to conduct enhanced screening and monitoring of certain clients, including businesses offering cryptocurrency, business coaching, and real estate seminars and training.
Complete Merchant Solutions Customer Support Options
Complete Merchant Solutions offers phone and email support to its clients but we do not consider its support options to be on par with top-rated payment processors for customer service at this time.
Complete Merchant Solutions Customer Service Numbers
- (877) 267-4324 – Toll-Free Customer Support
- (877) 537-9485 – Fax
Other Support Options
- Customer support form
- Customer service email address at [email protected]
Complete Merchant Solutions Online Ratings
Here's How They Rate Online
Online Ratings Summary
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
|Monthly & Annual Fees||Yes|
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. The available documentation does not list any other Complete Merchant Solutions fees like PCI compliance fees, statement fees, or IRS reporting fees, but business owners should be sure to inquire about all possible fees before signing up. We also encourage businesses to check out our list of the providers of the best merchant accounts.
As a reseller, the company reserves the right to alter rates found in a typical First Data (Fiserv) contact. Under those usual terms, clients who process up to $50,000 each month will receive a swiped rate of 2.69% plus $0.19 and a keyed-in rate of 3.69% plus $0.19. Businesses whose monthly charges exceed $50,000 will receive a swiped rate of 2.29% plus $0.19 and a keyed-in rate of 3.29% plus $0.19. Another facet of these contracts are non-cancellable, long-term equipment leases through First Data Global Leasing.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Complete Merchant Solutions also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. The company lists partnerships with 3dcart, Volusion, Big Commerce, Fortune3, Core Commerce, PinnacleCart, X-Cart, Ashop Commerce, 1ShoppingCart, and Elite Works for e-commerce solutions. Pricing will carry between which service partner merchants utilize. Additional Complete Merchant Solutions rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.
Overall, these terms appear to be fairly average for the industry, but the lack of specific complaints about the company’s pricing inclines us to award it a “B” for the time being. It’s also possible that its contract terms may vary depending on a business’ type and especially the agent setting up the account. Business owners should be sure to compare all of the company’s fees to those of cheap merchant providers. If you have any knowledge of the standard Complete Merchant Solutions contract, please share that information in the comment section below this review.
Complete Merchant Solutions Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||Yes|
|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
CardPaymentOptions.com 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.
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