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Company Overview
Based in Los Angeles, California, eMerchantBroker.com is a merchant account provider that is one of the top payment processors for high-risk e-commerce business types. The company is willing to work with high-risk business types that may not be eligible for merchant accounts through traditional processors, such as adult products, credit repair companies, collection agencies, e-cigarette vendors, firearms dealers, online gaming businesses, nutraceuticals, timeshares, and others.
eMerchantBroker.com Payment Processing
eMerchantBroker.com processes all major debit and credit cards for most business types, specifically focusing on high-risk businesses. Their services include ACH processing, loans and cash advances, chargeback protection, high-volume processing, MOTO, access to payment gateways, POS solutions, international payments, and extensive integrations with online payment services and cryptocurrencies.
eMerchantBroker.com Location & Ownership
There is some evidence that eMerchantBroker is partnered with another Los Angeles-area provider that goes by either “1st American Merchant Funding” or “The Merchant Account Store” (firstamericanmerchant.com), but this relationship is unconfirmed at this time. eMerchantBroker.com is a registered ISO/MSP of BMO Harris Bank, N.A., Schaumburg, Illinois, and is headquartered at 2985 E Hillcrest Dr #209, Thousand Oaks, California 91362. According to a company representative, Blair Thomas is the CEO and is a co-founder along with David Silverton.
Video Summary
eMerchantBroker Review Table of Contents
- Costs & Contract: Offers variable contract terms depending on each business’s level of risk and…
- Complaints & Service: Has received more than 10 public complaints regarding…
- BBB Rating: Has been accredited by the BBB since 2012 and an “A+” rating but has received 2 complaints and 54 reviews in regards to…
- Sales & Marketing: Hhires independent sales representatives but has not received any complaints about its…
eMerchantBroker Reviews and Complaints
Here's What Their Clients Say
Complaint Summary
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Total Online Complaints
10+
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Live Customer Support
Yes
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Most Common Complaint
Account Declined
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Low Complaint Total
We have located more than 10 negative eMerchantBroker reviews online, and a few of these accuse the company of being a scam or a ripoff. Most complainants report that eMerchantBroker required them to submit what they considered to be an excessive amount of paperwork during signup, that the company could not approve them for certain high-risk products, or that they did not understand why the company denied their application at the end of the sign-up process. A few complaints also mention frustration when dealing with eMerchantBroker’s customer service and tech support teams. These complaints are very common for providers that deal with high-risk businesses, and it does not appear that eMerchantBroker is acting maliciously with respect to high-risk applicants.
Proactive Responses
In an older review, filed with the Business Consumer Alliance, the merchant claims to have been excessively billed as the result of an NSF fee. eMerchantBroker responded to this complaint and appeared to resolve it successfully. There are generally positive reviews of eMerchantBroker on other consumer protection websites, indicating that the company provides quality customer service to its merchants.
eMerchantBroker Lawsuits
In 2017, eMerchantBroker was sued in a potential class-action suit over alleged violation of the TCPA act. The suit was settled. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
eMerchantBroker Customer Service Options
eMerchantBroker lists dedicated phone and email contact information for customer support.
We have located multiple eMerchantBroker.com customer service numbers:
(800) 621 – 4893 – Toll-Free General Number
(800) 621-4893 EXT 901 – Sales
(800) 621-4893 EXT 902 – Customer Service
(800) 621-4893 EXT 903 – Agent Support
eMerchantBroker.com offers a dedicated email support address at [email protected] and a customer support form.
Given the fact that the company is showing only a few complaints on internet forums, we have given it an “A” in this section but must exclude it from our list of the top merchant account providers for customer service.
eMerchantBroker BBB Rating and Report
Our Better Business Bureau Profile Assessment
BBB Summary
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Product & Service Complaints
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Billing & Collection Complaints
1
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Advertising & Sales Complaints
0
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Guarantee & Warranty Complaints
0
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Delivery Complaints
0
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Under 5 Complaints
eMerchantBroker.com has been accredited by the Better Business Bureau since 2012 and currently shows an “A+” rating based on 1 complaint in the last 36 months. 1 complaint deals with a billing or collection dispute.
What Merchants Say
eMerchantBroker has also received 54 informal reviews from merchants, with 51 of them positive in tone and 3 which are negative in tone. The most recent negative review mentions poor customer service:
Horrible customer service. I have had countless issues with their pinwheels, payment processing and their merchants hitting me for mystery fees only to have no one respond or have someone say “theres no issue” when you can’t even type a credit card in on my website. But if they have an issue processing their fees and collecting money from you they threaten to close your account in 7 days. THEY CAN REACH YOU BUT YOU CANT REACH THEM.
Excellent customer service is a hallmark of a top merchant account provider. Merchants who wish to avoid situations like these should make sure they choose a company with a track record of attentive customer support.
An “A” Performance Overall
Given the company’s complaint total and resolution ratio, we agree with the BBB’s rating.
eMerchantBroker Fees and Rates
A Closer Look at the Contract
Cost Summary
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Swiped Rate
3.00% + $0.15
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Keyed-in Rate
4.00% + $0.25
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Early Termination Fee
Up to $595
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PCI Compliance Fee
Undisclosed
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Equipment Lease Terms
None
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Custom Contract Terms
There is very little specific information available about the standard eMerchantBroker contract at this time. Multiple online reviews indicate that the company partners with a number of processors including First Data (Fiserv), iPayment, and North American Bancard to provide its services, meaning that its contract terms could vary greatly from merchant to merchant. In addition, the company’s willingness to work with high-risk businesses likely creates a need for even greater flexibility with its rates.
Contract lengths are reported to range from 1 to 3 years, each with an automatic renewal clause that vests at the conclusion of the initial term. Early termination fees of up to $295 for 1-year contracts and upwards of $595 for 3-year contracts have also been reported. Merchants can expect to receive a wide variety of contract terms through eMerchantBroker and are encouraged to work with a sales rep they trust. Merchants reviews reflect rates of 3.00% plus $0.15 and 4.00% plus $0.25 for swiped and keyed-in transactions, respectively.
Can Serve MMJ and CBD Merchants
One unique feature of eMerchantBroker is that the company is one of the few credit card processors that can provide credit card processing for marijuana dispensaries and CBD vendors in the U.S. eMerchantBroker’s medical marijuana merchant account enables dispensaries to accept Visa, MasterCard, Discover, and Amex payments in-store using a PC-compatible card swiper or a tablet and printer leased from eMerchantBroker. eMerchantBroker’s system is a hybrid offshore/domestic merchant account that functions as a normal merchant account from the dispensary’s perspective. This is subject to change as federal and state regulations surrounding marijuana continue to shift.
Merchants Are Satisfied
Given the lack of complaints about the company’s contract terms at this time, we are awarding eMerchantBroker an “A” in this category. If you have had any experience with the standard eMerchantBroker merchant agreement (including details about any possible early termination fees or PCI Compliance fees), please share that information in the comment section below this review.
eMerchantBroker Jobs and Employment
Hiring Standards and Ethical Marketing Assessment
Key Points
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Employs Independent Resellers
Yes
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Advertises Deceptive Rates
Yes
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Discloses All Important Terms
No
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No Sales Complaints
eMerchantBroker.com utilizes a network of ISOs and independent sales agents to market its services. This hiring practice is common within the payment processing industry and usually results in complaints among merchants. In the case of eMerchantBroker, however, there are no complaints alleging misrepresentation or nondisclosure by sales reps, indicating that the company maintains fairly rigorous oversight of its independent agents.
Incomplete Rate Quotes
The eMerchantBroker homepage quotes rates “as low as 2.99%” for high-risk businesses. This rate quote is incomplete, as it only discloses the company’s “Qualified” rates for these account types without mentioning the higher “Mid-Qualified” and “Non-Qualified” rates that merchants are likely to pay. However, the company clearly notes that this is only a qualified rate, and it clearly states that mid and non-qualified rates will be higher. This is especially true for merchants who require TMF/MATCH merchant accounts or bad business credit merchant accounts.
A Quality Reputation
eMerchantBroker scores well in this category due to the overall lack of complaints about its sales practices.
eMerchantBroker Review Summary
Our Final Thoughts and Opinions
An Excellent Option for High-Risk Merchants
eMerchantBroker performs well as a merchant services provider in this review. The company’s low complaint rate with the BBB and elsewhere is the primary factor raising its grade. Our rating for eMerchantBroker.com may change as we learn more about its pricing, contract terms, and corporate partnerships.
Isabella Sophia
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Aaron bing
They never send out payments. You always have to call and track your money. Real scammy.
Alex Cain
HORRIBLE experience with EMB. The rep I dealt with was absolutely terrible and did little to help our business. First, EMB set us up with an electronic check processing company for our online cannabis seed company. However, that company was so negligent we ended up incurring almost $1000 in fraudulent charges and related bank fees. Our requests to the EMB rep for help on the matter either were ignored or we were told not to bother him and contact the electronic check processing company instead. We also requested assistance in setting up online debit card services. We’ve been waiting over SEVEN MONTHS for the EMB rep to get back to us. On the rare occasion we were able to get him to respond, it was always excuses. When the rep learned that we were starting to shop around for other processors, he actually had the temerity to email us and chastise us for looking for alternatives to EMB. The final straw was two weeks ago when he told us he was going to try to set us up with Square CBD. Once again, silence and inaction.
Horrible, horrible company that does nothing but offer lip service and little else.
Michael Valadez
I was informed when cancelling my account that I had to pay a cancellation fee in excess of $500!
First I heard about it! No doubt it is somewhere in the fine print!
Shopify recommended eMB when they refused to process payments from my business – considered my business to be “high risk”.
Now I learn there are other alternatives which Shopify failed to make me aware of.
I feel taken advantage of! I am not happy.
MD
This post will help: Cancelling a Merchant Account Without Paying a Fee
-Phillip
Ricardo Mejia
What are those other alternatives you are talking about ? What industry (high risk) ?
aman
EMB customer service is the best there is! Being a new merchant account holder, I have been calling their hotline non-stop the past few days. And regardless of how obvious some of my inquiries turn out, the staff has always been ready to help. One staff member even surprisingly took the time to lend me important advice about marketing my new online business and getting more customers on board. I haven’t been with EMB for the longest time, but it is clear that my business is with the right people.
CPO
Hi aman,
Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!
Medloc
Reliable customer support
Unlike many card processing companies where calling customer care will land you straight into a long queue of people waiting to be connected, eMerchantBroker’s customer service team is always ready to assist when I encounter a problem. Just last week, I couldn’t get through my merchant account. I called customer support and my call went through within seconds. As usual, the support staff was humble and polite, and I was able to get my issue sorted in a few minutes. EMB is a reliable company with one of the best customer service.
CPO
Hi Medloc,
Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!
Medloc
Body Cure Store