Durango Merchant Services 2023: Reviews & Complaints

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Durango Merchant Services Rating
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Company Overview

Founded in 1999, Durango Merchant Services is a merchant account provider for both U.S. and international merchants, including mail order/telephone order, internet, mobile, and retail accounts. Durango specializes in placing high-risk business types, including businesses that require offshore merchant accounts.

Article Summary

Before we dive in, here’s a short summary of what we’ll cover:

  • Durango Merchant Services’ various payment processing services.
  • There is not a lot of information available about the DMS contract.
  • DMS has not received very many complaints online.
  • Durango Merchant Services works with high-risk businesses.

Durango Merchant Services Payment Processing

Durango Merchant Services processes all major debit and credit cards for most business types, with a particular focus on high-risk merchants. Their services include POS solutions, wireless and mobile pay, e-commerce solutions including a payment gateway and shopping carts, e-check payments, recurring billing, PCI compliance, QuickBooks integration, chargeback and fraud protection, B2B Level II & III processing, and cryptocurrency payments.

Payment Gateway Integration

Durango Merchant Services provides an integrated payment gateway that allows businesses to process credit card payments both online and in-store. Their payment gateway is designed to integrate seamlessly with a variety of ecommerce platforms and point-of-sale systems.

Offshore Merchant Accounts

For businesses operating internationally or looking to diversify their payment processing, Durango Merchant Services offers offshore merchant account options. These accounts help businesses in dealing with international transactions, offering currency flexibility and potentially lower processing fees.

Fraud Prevention Tools

Understanding the higher risk profile of their customer base, Durango offers robust fraud prevention tools. They have measures in place to identify and mitigate fraudulent transactions, thereby protecting both the merchant and the customer.

Ecommerce Solutions

For online retailers, Durango Merchant Services offers a range of ecommerce solutions, from shopping carts to secure payment options. These services are aimed at making online transactions both efficient and secure.

ACH Processing

Durango Merchant Services also offers ACH processing services, allowing businesses to directly debit customer bank accounts, facilitating transactions like subscription payments.

Chargeback Management

Dealing with chargebacks is a significant concern for high-risk businesses, and Durango provides a comprehensive chargeback management service. This service helps merchants in resolving chargeback disputes efficiently.

Location & Ownership

Durango Merchant Services, LLC. is a registered ISO for Fifth Third Bank, N.A. Cincinnati, OH, and Shane Kairalla is the president of Durango Merchant Services. The company’s corporate address can be found at 10 Town Plaza, Ste 162, Durango, Colorado 81301.

Table of Contents

Durango Merchant Services payment processing
Durango Merchant Services offers payment processing with a particular focus on high-risk businesses

Durango Merchant Services Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Item Result
Total Online Complaints <10
Live Customer Support Yes
Most Common Complaint N/A
Recent Lawsuits No

Low Complaint Total

At this time, we are unable to locate any Durango Merchant Services reviews that accuse the company of being a scam or a ripoff. The few complaints we have tracked down cite Durango’s inability to get a high-risk client approved for an account or a high-risk client having their funds withheld by the bank that Durango placed them with. It is common for high-risk merchant services providers to withhold funds, and there’s no evidence that Durango has a systemic problem. If you have your own Durango Merchant Services review to make, please do so in the comments below.

Positive Reviews Abound

We were also able to locate numerous testimonials and positive reviews of Durango Merchant Services from clients who were directly signed up with Durango, including one glowing report found in the comment section of this review.

Durango Merchant Services Lawsuits

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

Durango Merchant Services Customer Support Options

Durango appears to employ an in-house support team and offers a dedicated customer service number and email address on its website.

Durango Merchant Services Customer Service Numbers

  • (866) 415-2636 – Toll-Free General Customer Service
  • (970) 797-4947 – Local Office

Other Support Options

Durango Merchant Services Online Ratings

Here's How They Rate Online

Online Ratings Summary
Item Result
BBB Reports 1

No Complaints Filed with the BBB

Durango Merchant Services has been an accredited business of the Better Business Bureau since 2006 and currently maintains an “A+” grade at this time of review. The company has received 0 complaints in the past 36 months.

What Merchants Say

Durango has also received 1 informal review on its BBB profile, which is positive in tone. The most recent review filed by a client cites a pleasant sales experience and quality customer service from Durango:

I have partnered with Durango Merchant Services for multiple years as a corporate sponsor and would highly recommend this company. They are invested in doing good in the Durango community and Shane and Amber are both easy to work with and professional.

Feedback like this is a primary reason why Durango is consistently rated as a top merchant account provider.

An “A” Performance Overall

For a company that is more than ten years old and deals with high-risk business types, this is a remarkably clean complaint record. We therefore agree with the BBB’s score in this instance.

Durango Merchant Services Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Item Result
Cancellation Penalties Unclear
Monthly & Annual Fees Unclear
Processing Rates 1.00% - 4.99%
Equipment Leasing Unclear

Custom Pricing

As of this update, there is not a great deal of information available about the standard Durango Merchant Services contract or service fees. The company is partnered with multiple acquiring banks, which allows it to offer flexible contract terms depending on a business’ size, type, and processing history. In addition, the company’s use of independent partners means that its rates and fees are likely to vary depending on the company setting up the account. Durango will also customize its pricing for high-risk clients, including TMF/MATCH merchants and merchants with bad business credit.

Virtual Terminal and Payment Gateway Pricing

In addition to its storefront payment processing services, Durango Merchant Services also dedicates a portion of its website to advertising its virtual terminal and payment gateway service, the Durango Gateway. 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.

No Contract Complaints

In general, we are unable to locate any complaints about Durango Merchant Services that mention the company’s contract terms. We take this as a sign that most Durango clients are satisfied with the pricing and fees they receive.

Durango Merchant Services e-commerce virtual terminal

Durango Merchant Services offers e-commerce solutions including a virtual terminal and a payment gateway

Durango Merchant Services Employee Reviews & Sales Tacitcs

Should You Work For Them?

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

Stellar Sales Reputation

Durango appears to partner with independent resellers in multiple countries to market its services. Generally speaking, this practice can result in an elevated complaint rate for a company, as it is difficult to monitor the marketing tactics of independent sales teams. In the case of Durango, however, this does not appear to be a problem. We were unable to locate any negative Durango Merchant Services reviews that mention the company’s sales tactics. In fact, we found numerous positive descriptions of encounters with the Durango sales team.

No Deceptive Marketing

Durango does not appear to engage in any deceptive advertising in its official materials. The company’s straightforward and friendly sales approach is a big reason why it is considered a top-rated merchant account provider for high-risk businesses. We assign it an “A” in this category.

Our Durango Merchant Services Review Summary

Our Final Thoughts

Durango Merchant Services rates as an exemplary credit card processing provider according to all available indicators. The company appears to offer a wide array of services and agreeable contract terms, and Durango enjoys an almost spotless complaint record. Even when dealing with a highly rated credit card processor, readers are advised to carefully examine the terms of any contract they are given.

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Your Comments & Reviews

How Did Durango Merchant Services Treat You?

7 Responses

  • Andrew Christiansen

    Durango Merchant Services are the best. I’m amazed by the low fees they were able to acquire for my High Risk account. My business is very hard to place and Durango was able to find a fit within 2 days. Keep up the great work guys. You’ve allowed me to scale my business with peace of mind.

  • Chris Sekirnjak

    After an atrocious experience with a competing processing company (Payline Data), Durango Merchant Services has been a stellar experience for me. The sales representative was extremely transparent and explained every fee that would be charged and why. The signup process just took a couple of days, after which I was rolling, processing credit card transactions. So far, everything has been smooth sailing, without unexpected surprises or excessive fees. Thanks, Durango!

  • While I haven’t used them yet, I would just like to say that they have excellent sales support. My representative was extremely informative and kept working with my small business as if I were a major client. They were very clear about my options and even went out of their way to give me advice and tips about the industry (which I was unfamiliar with).

    When I realized they may not be a perfect fit for my business, my representative even offered to refer me to other companies that may better suit me.

    Despite them not being a perfect fit for my current shop, I will be trying very hard to give them business in the future due to how pleased I was with their sales representative.

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