Complete Merchant Solutions 2023: Reviews & Complaints

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Company Overview

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.

High-Security Standards

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

Key Points

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

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.

LuLaRoe Issues

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

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

Key Points

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. 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.

Industry-Average Terms

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?

Key Points

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 rates as a solid credit card processing provider according to our rating criteria. The company’s sales tactics and contract terms appear to be average for the industry, but it is showing very few complaints across various review websites. Complete Merchant Solutions can improve its overall rating by exercising greater oversight with regard to its independent agents and by removing the $350 early termination fee from its standard contract. We will continue to monitor the company’s reputation to determine whether it will become one of the worst-rated providers or a worthy competitor to the top-rated providers.

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Your Comments & Reviews

How Did Complete Merchant Solutions Treat You?

7 Responses

  • Sam was informative, precise and extremely nice! this was one of the more delightful phone calls of the month.

  • 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

  • Terrible company to do business with!!!

  • 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!?

    • 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


    • 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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