EVO Payments International Overview
Global Processing Solutions
EVO Payments International, also known as EVO Merchant Services, is a U.S.-based merchant account provider that serves merchants domestically, in Canada, and in Europe. Reports show that the company was started as a small ISO in 1989 and has grown into one of the larger non-bank merchant account providers in the United States today, evidenced in part by its acquisition of PowerPay in 2012 and its acquisition of Sterling Payment Technologies in 2017. EVO Payments primarily offers electronic payment processing services and products.
Headquarters and Ownership
The company has various offices located throughout the nation but its North American headquarters is based located at Ten Glenlake Parkway, South Tower, Suite 950 Atlanta, GA. EVO Payments International is a registered ISO/MSP of Deutsche Bank Trust Company Americas, New York. The company’s chairman and founder is Ray Sidhom, and its CEO is Jim Kelly.
EVO Payments International Review Table of Contents
- Costs & Contract: EVO Payments International offers a multi-year contract with an early termination fee of up to $500.
- Complaints & Service: EVO Payments International has received more than 150 public complaints.
- BBB Rating: EVO Payments International has an “A+” rating and has received 177 complaints and 47 reviews in the past 3 years. The company has been accredited by the Better Business Bureau since 2017.
- Sales & Marketing: EVO Payments International hires independent sales agents and has received a moderate number of complaints about its sales practices.
- Rates & Fees: How Merchants Got The Best Rates With EVO Payments International
Types of Businesses Served
- Domestic and international retail
- Domestic and international e-commerce
- Domestic and international MOTO
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EVO Payments International Rates, Fees, and Costs
|Swiped Rate||1.00% - 4.99%|
|Keyed-in Rate||1.00% - 4.99%|
|Virtual Terminal Rate||1.00% - 4.99%|
|Payment Gateway Fee||Undisclosed|
|Early Termination Fee||$500|
|PCI Compliance Fee||$120 Per Year|
|Equipment Lease Terms||48 Month (locked)|
EVO’s merchant account fees and contract terms appear to vary based on several factors including a merchant’s business type, a merchant’s processing volume, and the agent/sub-ISO setting up the account. Service length agreements and early termination fees may also vary from one account to the next as merchants have reported fees ranging from $250 to $500. EVO appears to charge an annual PCI Compliance fee of approximately $120, which is about as expensive as this fee gets.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, EVO also dedicates a portion of its website that advertises its virtual terminal and payment gateway services. 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.
Avoid Equipment Leases
Additionally, several merchants reports mention non-cancellable lease terms for processing equipment that is sold by EVO agents but managed by third-party leasing companies. Taken as a whole, EVO’s contract terms are slightly less competitive than industry averages and do not compare favorably to the cheapest merchant accounts.Are you happy with your EVO Payments International fees? Tell us about them before your go!
EVO Payments International Complaints & Customer Reviews
|Total Online Complaints||150+|
|Live Customer Support||Yes|
|Most Common Complaint||Hidden Fees|
Moderate Complaint Volume
EVO Payments International has received a moderate number of public complaints for a credit card processor of its size and time in business, but many of them accuse the company of being a scam or ripoff. The types of negative EVO Payments International reviews fit mostly into four categories: EVO holding deposits or withdrawing large cash reserves suddenly from a merchant’s checking account, complaints of deceptive sales tactics (especially involving equipment leases and mostly attributable to resellers), former employee and agent complaints of deceptive business practices, and poor customer service experiences when attempting to resolve disputes.
Customer Service Issues
One such complaint, found here, claims that “Evo has ignored phone calls, transferred me to the wrong department and has not cooperated with their own sales person Lionel to resolve this situation.” This run-around with customer service- echoed across several other EVO Payments International complaints- precludes the company from qualifying as a top-rated merchant account provider for customer service. Additionally, there are a significant number complaints filed against EVO Canada, which may indicate that EVO’s policies are less favorable to Canadian merchants.
EVO Payments International Lawsuits
In 2017, 2 class action lawsuits against payment processing giants EVO Payments International and EVO Merchant Services (collectively, “EVO”) alleging they maintain a policy of overbilling merchants. No resolution in the case has been achieved yet.
EVO Payments International Customer Support Options
EVO Payments International provides phone and 24/7 email support to all of its users, but does not rate as a top merchant account provider for great customer service.
EVO Payments International BBB Rating Summary
Key Points - BBB
|Product & Service Complaints||75|
|Billing & Collection Complaints||83|
|Advertising & Sales Complaints||1|
|Guarantee & Warranty Complaints||0|
Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.
Over 150 Complaints
The Better Business Bureau has several separate reports listed for EVO Payments International, but the correct one appears to be for an office listed in Melville, New York. It shows an “A+” grade with BBB accreditation since September 2017, and it has received 161 complaints in the last 36 months. 83 complaints were due to product or service disputes, 75 had to do with billing or collection problems, 2 were related to delivery issues, and 1 was due to an advertising or sales issue. 66 of these complaints have been successfully resolved, while the remaining 95 were answered by the company but did not receive a final response from the merchant.
What Merchants Say
In addition to the 161 complaints filed with the BBB against EVO Payments International, there have been 52 informal reviews. Of those reviews, only 3 were positive in tone while 49 were negative. A recent negative review cites frustration with being charged following a cancellation:
TERRIBLE! Signed up for a 60 day trial, cancelled within two weeks due to them charging $.51 for a $.01 test charge. Because this company is the background processor for our previous company (and I didn’t know that), they continued to charge us monthly for “inactivity” on this account. We did not figure out they were continuing to charge our account because the charges looked just like our previous/current merchant services. Once determined we had a second account with essentially the same company, I asked for the second account to once again be cancelled. Sent in PROOF that cancellation was faxed to number provided and equipment sent back. They would not credit the inactivity charges for the past 6 months! Horrible, and find out if EVO is the processor for Merchant Services you choose to go with BEFORE YOU SIGN A CONTRACT!
Merchants should thoroughly review their contact for terms and conditions to avoid situations like these.
“C” Level Performance
In light of the company’s complaint total and resolution ratio, we have adjusted the BBB’s rating to a “C.”
Truth In Marketing & Advertising
|Employs Independent Resellers||Yes|
|Advertises Deceptive Rates||No|
|Discloses All Important Terms||No|
Independent Sales Agents
EVO’s primary marketing and sales strategy appears to follow a common pattern used by most large merchant services providers, which is the recruiting and hiring of independent sales agents around the world. The company also allows other sales organizations, such as Nationwide Payment Solutions, to operate as sub-ISOs under their own business names.
Consistent Sales Complaints
Both of these strategies often result in complaints because the sales tactics of the resellers are difficult to control, and the company’s policies often allow for predatory pricing and terms whether it encourages them or not. It appears that EVO Payments International is suffering from the typical negative merchant reports one would expect with this marketing strategy, including high-pressure sales tactics and insufficient fee disclosure.
No Misleading Quotes
To its credit, the company does not appear to use any deceptive advertising or rate-quoting tactics in its marketing materials. If you suspect that EVO or one of its subsidiaries is charging you undisclosed fees, however, we recommend seeking a third-party statement audit.
EVO Payments International Marketing Example
About Phillip Parker
Thank you for reading my review. I hope that it has helped you with your research.
Why I'm Qualified to Write About Credit Card Processing and Merchant Account Services
I'm a former credit card processing sales director who left the industry because I didn't like how it takes advantage of small business owners. It feeds like a leech on businesses and thrives by imposing fees that are nearly impossible to comprehend. Seeing a need for change, I left and built this website help business owners better understand the industry, research merchant services providers, and get refunds of excessive merchant account fees. My experience of working "behind the curtain" in the industry, and using that knowledge for good, has resulted in millions of dollars returned to hard-working small business owners as well as enterprise-level companies.
From the time that I starting working in the merchant services industry to when I left to create this website, I've been on the pulse of payments for nearly 15 years. It didn't seem fair to keep this "insider" knowledge to myself. To lift the fog, I've reviewed hundreds of companies, read thousands of user reviews, and learned the pricing tricks of every provider. If you have questions about credit card processing, you can find the answers on this website.