Durango Merchant Services Review: Fees, Complaints & Lawsuits

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Durango Merchant Services
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Durango Merchant Services

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Tell us about your experience with Durango Merchant Services in the comment section below.

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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.

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.

Durango Merchant Services 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.

Durango Merchant Services Review Table of Contents

  • Costs & Contract: Offers variable contract terms depending on each merchant’s business type and processing history. The company also provides e-commerce merchants with its…
  • Complaints & Service: Has received fewer than 10 complaints in the…
  • BBB Rating: The company has been accredited by the Better Business Bureau since 2006. Has an “A+” rating and has received…
  • Sales & Marketing: Hires independent sales agents but has not received any complaints about its…
Durango Merchant Services payment processing
Durango Merchant Services offers payment processing with a particular focus on high-risk businesses
these processors announce that they now sync with quickbooks

Durango Merchant Services Reviews and Complaints

Here's What Their Clients Say

Complaint Summary

Total Online Complaints
Live Customer Support
Most Common Complaint

Low Complaint Total

At this time, we are unable to locate any Durango Merchant Services complaints 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 merchant approved for an account or a high-risk merchant 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.

Positive Reviews Abound

We were also able to locate numerous testimonials and positive reviews of Durango Merchant Services from merchants 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 merchants 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 Service Options

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

We have located multiple Durango Merchant Services customer service numbers:

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

Durango Merchant Services offers a dedicated email address for customer service at [email protected]

Durango Merchant Services BBB Rating and Report

Our Better Business Bureau Profile Assessment

BBB Summary

Product & Service Complaints
Billing & Collection Complaints
Advertising & Sales Complaints
Guarantee & Warranty Complaints
Delivery Complaints

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 2 informal reviews on its BBB profile, which are positive in tone. The most recent review filed by a merchant 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 merchant types, this is a remarkably clean complaint record. We therefore agree with the BBB’s score in this instance.

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Durango Merchant Services Fees and Rates

A Closer Look at the Contract

Don't Fall Into An Expensive Trap. See Who The Worst Processors Are.

Cost Summary

Swiped Rate
1.00% - 4.99%
Keyed-in Rate
1.00% - 4.99%
Virtual Terminal Rate
1.00% - 4.99%
Payment Gateway Fee
Early Termination Fee
PCI Compliance Fee
Equipment Lease Terms

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 merchant’s 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 merchants, 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 Jobs and Employment

Hiring Standards and Ethical Marketing Assessment

Audit Your Current Statement To Find Its Hidden Fees

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Key Points

Employs Independent Resellers
Advertises Deceptive Rates
Discloses All Important Terms

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. We assign it an “A” in this category.

Durango Merchant Services Review Summary

Our Final Thoughts and Opinions

An Excellent Option for All Business Types

Durango Merchant Services rates as an exemplary merchant services 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, merchants are advised to carefully examine the terms of any contract they are given.

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Durango Merchant Services Competitors

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Customer & Employee Reviews

What Others Are Saying About Durango Merchant Services

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Comments must contain details about your experience. Please do not use ALL CAPS. Self-promotion, marketing content, or contact information of any kind will not be published. By submitting a comment, you are agreeing to our Comment Policy

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.

    • CPO

      Hi Andrew,

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

      • Andrew Christiansen

        Lucidic Capital Inc., NY 10005

  • 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!

    • CPO

      Hi Chris,

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

      • Chris Sekirnjak

        Seki Data
        Wheat Ridge, CO 80215

  • Brent

    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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About The Author

Phillip Parker is the creator and author behind this website. He has over 15 years of experience in the credit card processing industry as a journalist, consultant, and former merchant account sales professional. He started this project as a blog to expose merchant services providers that engage in predatory business practices, such as deceptive marketing, misleading pricing, and high-pressure sales tactics. His goal is to help business owners find merchant account providers who serve their industry well while offering fair rates with no junk fees and no long-term commitments.

Phillip has researched over 1,000 payment processors and been quoted in numerous high-profile publications, including the Los Angeles Time, INC Magazine, The Atlantic, and the Miami Herald among others.

Need advice on card acceptance? Schedule a consultation with Phillip.

Phillip’s Top Processor Picks:
Retail, restaurant, e-commerce, mobile, professional services, and invoicing, Phillip recommends Helcim and CDG Commerce.

High-risk businesses, Phillip recommends PaymentCloud and Host Merchant Services.

How Our Ratings Work

Please note that our rating system was overhauled on April 26th, 2023. Reviews dated before this date may not score in accordance with the following.

Star Rating Criteria:

At the start of our research, all processors are awarded five stars. We deduct stars if the processor engages in any of the following:

– One star deduction if the processor has any junk fees.

– One star deduction if the processor does not post its pricing clearly on its website.

– One Star deduction if the processor is suffering from moderate client complaints.

– Multiple Star deductions if a processor is suffering from severe complaints, imposes unjust cancellation fees, markets non-cancellable equipment leases, engages in predatory rate pricing, or may be engaged in illegal activities.

Get all of the details regarding out rating criteria here.

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