Updated 1/16/2019: The Expect Payment Solutions website (expectps.com) is currently inactive. There is no evidence that is has been active since October 2016, and a May 2017 comment below this review states that “[t]heir ‘customer service' phone number has been disconnected for more than 6 months.” It appears to have a new website currently under construction (connectwithexpect.com), but based on merchant complaints, it may be that Expect Payment Solutions is no longer an active business. We cannot find any evidence that the company has rebranded under a different name. If you have any information about the current status of Expect Payments Solutions (including any new DBAs or brands created by Derek Garvin), please share it in the comment section below this review.
Founded in 2007, Expect Payment Solutions (expectps.com) is a merchant account provider that serves most standard-risk business types. The company resells First Data products and services. Expect Payment Solutions is a registered ISO/MSP of Wells Fargo Bank, N.A., Walnut Creek, California, and is headquartered at 11805 NE 99th Street Suite 1300, Vancouver, Washington 98682.
Brandon Skinner, the current CEO of a Portland, Oregon-based company called Riverside Payments, served as the president and CEO of Expect Payment Solutions from the company's inception until June 2014. The current CEO of Expect Payment Solutions, Derek Garvin, has stated that there is no current relationship between Expect Payment Solutions and Riverside Payments. We will note, however, that the header of the Expect Payment Solutions website currently mentions Portland, Oregon, as a region in which the company operates.
Expect Payment Solutions Customer Reviews
Here's What Their Clients Say
|Total Online Complaints
|Live Customer Support
|Most Common Complaint
We are currently able to locate over 20 negative Expect Payment Solutions reviews, some of which accuse the company of being a ripoff. Common themes among complainants include nondisclosure of fees, misrepresentation of rates, undisclosed lease terms, difficulty cancelling service, and poor customer support. An Expect Payment Solutions representative has responded to a number of these complaints, in most cases by offering a defense of the company’s policies and asking how the issue can be resolved. For a company that has been in existence since 2007, Expect has a moderate complaint total. Considering the contents of these complaints, we have assigned Expect Payment Solutions a “B-” rating in this category. Expect provides phone and email contact information on its website.
Expect Payment Solutions Online Ratings
Here's How They Rate Online
|Product & Service Complaints
|Billing & Collection Complaints
|Advertising & Sales Complaints
|Guarantee & Warranty Complaints
Expect Payment Solutions currently has a “B-” rating with the Better Business Bureau and is not showing BBB accreditation at this time. The company has received 25 complaints in the past three years, with 11 related to product or service problems, 10 due to advertising or sales issues, and four having to do with billing or collection. The company has successfully resolved six of these complaints, while the remaining 19 either were not successfully resolved or did not receive a final response from the complainant. Expect has also received one positive informal review and one negative informal review through the BBB. Given the company’s complaint total and resolution ratio, we agree with the BBB’s rating at this time.
Expect Payment Solutions Fees, Rates & Costs
A Closer Look at The Contract
|Early Termination Fee
|PCI Compliance Fee
|Equipment Lease Terms
|48 Months, Non-Cancellable
According to merchant complaints, the standard Expect Payment Solutions contract is a a multiyear agreement through First Data with an early termination fee of $495 and various other monthly fees. The company also appears to lease credit card terminals through First Data Global Leasing. These lease agreements are typically 48-month contracts that cost up to $200 per device per month and cannot be cancelled, meaning that merchants will need to pay the multi-thousand dollar cost of the lease regardless of whether they return the equipment or stop using it. These contract terms alone are enough to merit a “C-” rating in this category, but it’s also possible that the company charges PCI compliance fees, monthly minimum fees, and statement fees of unknown amounts. There are a couple dozen public complaints regarding Expect Payment Solutions’s rates and fees and most of these claim that the company’s higher-than-average costs were not disclosed by sales agents. If you have any specific knowledge of the standard Expect Payment Solutions contract, please share that information in the comment section below this review.
Expect Payment Solutions Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Employs Independent Resellers
|Advertises Deceptive Rates
|Discloses All Important Terms
Expect Payment Solutions appears to utilize a combination of inside sales and strategic partnerships to market its services. The use of fully employed W-2 sales reps is typically preferable to the use of independently contracted sales agents, but Expect Payment Solutions is still showing a moderate amount of complaints related to its sales tactics. Merchant complaints can be found on multiple consumer protection websites that describe nondisclosure and misrepresentation by Expect Payment Solutions sales agents. Some of the complaints on these sites are duplicated across multiple forums, but there is enough unique content to establish a clear pattern. In particular, many merchants complain of being pressured or deceived into signing non-cancellable, four-year lease agreements that charge exorbitant monthly fees.
The consistency and severity of these complaints has lowered Expect’s rating in this category to a “C.” As a point in the company’s favor, we cannot find any misleading rate quotes or unrealistic guarantees on the Expect Payment Solutions website.
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