Merchant Focus Reviews & Complaints

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How did they treat you? ▼

Pros & Cons
Pros: Cons:
Multiple Payment Options Irresponsible Customer Service
High-Risk Tolerance Withholding of Funds
Quick Fund Settlement Misleading Sales Tactics
Encourages Impulse Buying High Rates
Legitimizes Business Extra Bookkeeping Work


In this review of Merchant Focus, we will provide a detailed overview of the company's credit card processing services. We will cover the range of services they offer, including point-of-sale (POS) systems, mobile payment solutions, and e-commerce capabilities. The review will identify the types of businesses that might benefit from these services. Additionally, we will examine client and customer reviews to highlight common trends and potential concerns. The article will also address the company's pricing structure, contract terms, and specific services provided. By the end of this review, you will understand whether Merchant Focus meets your payment processing needs.

About Merchant Focus

Merchant Focus, also known as “Established Merchant Focus,” is a small to mid-sized merchant account provider based out of Dublin, Ohio. The company was established in 2004 and appears to focus solely on providing credit card processing services. Merchant Focus also has a sister company called “Established Merchants Only” that serves businesses with over $250,000 in credit card sales per year. Merchant Focus was founded by the two co-founders of e-onlinedata, which they sold in 2007 to PowerPay (now EVO Payments International). The founder of PowerPay, Steve Goodrich, is now a partner at Merchant Focus. Merchant Focus also acts as the processor for the mobile credit card processing services Inner Fence and AppNinja's Swipe.

Merchant Focus Payment Processing

Merchant Focus offers merchant accounts for most business types and industries. Their services include e-commerce credit card processing, an online payment gateway, POS solutions, and mobile card acceptance hardware. Merchant Focus utilizes for its payment gateway and e-commerce processing services.

Merchant Focus payment processing
Merchant Focus processes payments for most business types

Merchant Focus Customer Reviews

Here's What Their Clients Say

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

Low Number of Merchant Focus Complaints

With less than 10 negative Merchant Focus reviews found on popular online forums, the company demonstrates a relatively clean complaint record. Issues commonly mentioned include dissatisfaction with customer service, challenges in canceling accounts, and concerns over fund-holds. Additionally, we experienced some difficulty in contacting a sales agent via phone; however, we eventually connected with an agent through the “Live Chat” feature on their website. If you have a review or experience to share about Merchant Focus, please contribute in the comments below.

Lawsuits & Government Actions

Our search revealed no outstanding class-action lawsuits or FTC complaints against Merchant Focus. Clients seeking non-litigious avenues to address issues with the company are encouraged to report them to relevant supervisory organizations.

Merchant Focus Customer Support Options

While not a critical issue, some clients might find the challenge of reaching Merchant Focus staff via phone problematic. The company does provide phone and email support to its clients, although these channels seem less efficient compared to leading payment processors known for excellent customer service.

Merchant Focus Customer Service Number

  • 800-895-4085 – Customer Support

Other Support Options

Merchant Focus Online Ratings

Here's How They Rate Online

Online Ratings Summary
BBB Reports 1

A Single BBB Complaint

As of this update, the Better Business Bureau maintains a profile for Merchant Focus under the name “Established Merchant Focus” and is reporting that the company has been accredited since 2006. The BBB is awarding an “A+” rating based on 1 complaint being filed in the last 36 months. The complaint was resolved to the dissatisfaction of the merchant or received no final response.

What Customers Say

Merchant Focus has received no informal reviews in the past 36 months. Prior to that period, we documented one negative review. That review expresses a client concerned with being unable to resolve an issue with customer service:

This business is a scam, don’t ever use them. They take advantage of small business owners with no regard for proper customer service. They charged me month upon month for a service I wasn’t even using. I had spoken once with a salesperson to see if I was eligible for their payment processing app, was told my business was under review, and then charged monthly without any warning. A good business would have called me to confirm my business was approved, reached out when they saw I wasn’t using the service (yet still being charged), and provided a full refund when I finally realized who they were (the charges were labeled non-descriptively in my bank statements so I had no idea what it even was. Do not do business with these guys!!

Readers seeking to avoid issues such as this could benefit from choosing a provider that offers excellent customer service.

An “A” Performance Overall

Given the company’s complaint total and resolution ratio, we agree with the BBB’s rating at this time.

Merchant Focus Fees, Rates & Costs

A Closer Look at The Contract

Cost & Fees Summary
Processing Rates Variable
Monthly & Annual Fees Yes
Cancellation Penalties No
Equipment Leasing No

Merchant Focus’ Merchant Account Contract

Merchant Focus offers month-to-month contracts without an early termination fee, simplifying the process for businesses looking to maintain flexibility. Clients are required to provide written notice for cancellation to avoid any penalties, a policy that supports business owners in managing their accounts more effectively. Rates and fees with Merchant Focus vary depending on the business’s processing needs, transaction volume, and the specific industry, offering tailored solutions for diverse business models.

Merchant Account Pricing, Rates, and Fees

Merchant Focus discloses various pricing details on its website, including a qualified credit card processing rate for retail businesses at 1.69% plus $0.25. For mid-qualified transactions, rates go up to 2.29% plus $0.25. Internet and MOTO transactions are charged at 2.19% plus $0.24, alongside a statement fee of $10 and a monthly minimum fee of $15. Keyed-in transactions incur a rate of 2.89% + $0.29. While there’s some indication that interchange-plus pricing might be available for larger businesses, it’s not prominently featured on the website.

Merchant Focus partners with for payment gateway and e-commerce processing services, applying a $0.15 batch fee, a $25 monthly gateway fee, and a transaction fee of 2.9% plus $0.30.

The company promotes a cash discount program, which implements a fixed surcharge on all products and waives this fee for cash payments. This model transfers the cost of electronic payment acceptance to consumers using non-cash methods, with surcharges typically ranging from 1% to 4%. This approach helps business owners mitigate the costs associated with payment processing.

Merchant Focus also caters to high-risk businesses, offering specialized rates that may differ from the standard pricing structure. While the company’s pricing structure seems reasonable, businesses are encouraged to compare these terms with other competitive merchant accounts to ensure the best deal.

Merchant Focus surcharge program
Merchant Focus’ surcharge program

Merchant Focus Employee Reviews & Sales Tacitcs

Should You Work For Them?

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

Merchant Focus Jobs and Employment

Merchant Focus seems to rely heavily upon the use of independent resellers and sales agents, a practice which would normally lower a company’s rating; however, there are no Merchant Focus reviews that accuse the company’s sales agents of unethical conduct. The only factor negatively affecting the company’s rating in this section is its promotion of “Qualified” rate quotes on some of its pricing pages. These pages often do not make any mention of the higher “Mid-Qualified” and “Non-Qualified” rates that clients will pay on the majority of transactions, which could give businesses an unrealistic expectation of the rates they will pay. However, on a few of its pricing pages, the company does list Mid-Qualified and Non-Qualified rates and also appears to promote interchange-plus pricing, in some cases.

No Widespread Sales Issues

To its credit, Merchant Focus has not suffered the usual complaints associated with this marketing strategy and therefore will maintain a high rating in this section until evidence surfaces to the contrary.  If you suspect that you are being charged undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden charges.

Our Merchant Focus Review Summary

Our Final Thoughts

Merchant Focus ranks high in credit card processing. Merchant Focus stands out by providing month-to-month contracts as a standard practice with no cancellation fee. In addition, it appears to offer competitive pricing and quality service, even when measured against some of the top credit card processors.

However, based on our observations, one area for improvement would be increasing the availability of the company’s sales staff over the phone. Enhancing this aspect of customer support could ensure more seamless communication and improve the client onboarding process. Nevertheless, Merchant Focus remains a solid contender, and its flexible contracts and transparent pricing make it an attractive option for businesses seeking a reliable payment processing partner.

Location & Ownership

Merchant Focus is an ISO/MSP of  Deutsche Bank AG, New York. John Waldron is listed as the CEO and Jason McLeod as the president. The company maintains its headquarters at 8853 Birgham Ct N, Dublin, OH 43017. They also have an office at 400 Riverside St. Suite A-1 Portland, ME 04103.

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Which is Most Important for You?

If you had to pick one, which quality would you say will be the most important with your next credit card processor? Tap or click your selection to register your vote:

  1. Low Transaction Fees
  2. No Monthly Fees
  3. No Contract
  4. Reliable Customer Support
  5. Quick Signup

Testimonials & Complaints

How Did Merchant Focus Treat You?

7 User Reviews

  • Manning

    Stay away from Merchant Focus. Its a Scam operation run by complete idiots who only want to take advantage of small businesses. I was with Merchant focus for about 3 months and I have all regrets from first to last day. I’m an idiot for staying this long but am glad I can cut my losses. The chargeback dept is so atrocious and incompetent. They will run your company to the ground. Beware!!

  • AS

    This business is a scam, don’t ever use them. They take advantage of small business owners with no regard for proper customer service. They charged me month upon month for a service I wasn’t even using. I had spoken once with a salesperson to see if I was eligible for their payment processing app, was told my business was under review, and then charged monthly without any warning. A good business would have called me to confirm my business was approved, reached out when they saw I wasn’t using the service (yet still being charged), and provided a full refund when I finally realized who they were (the charges were labeled non-descriptively in my bank statements so I had no idea what it even was. Do not do business with these guys!!

  • Karen

    Terrible customer service us led us to cancel their service.

    We are a PTA, which means that account ownership changes frequently. During our account transition, I called the customer service organization to clarify the Personal Guarantee in their paperwork (something typically waived for a 501c3 organization). What a nightmare! The rep actually said, “Is there a question in there? … You need to sign whatever the paperwork says.” When I asked for copies of our previously signed agreements, he wouldn’t help because I was not yet on the account. Forward to the next day, the former Treasurer call to access our paperwork. Took him over an hour on the phone just to procure this documentation.

    Decided to try another channel, one which might actually care about their customers. Their business development department put me in touch with our account manager, who immediately waived the Personal Guarantee due to our nonprofit status.

    After submitting the required paperwork to transfer the account, we requested verification of the transfer several times. Never heard back from them. Only after we canceled the account did we hear anything.

    Maybe they had decent customer service at some point. Unfortunately, my organization only encountered untrained, unhelpful phone jockeys. Their message of being a “full service” provider is a joke.

  • Konrad

    I wish I could give a negative star rating instead! This company ripped me off. I had terminated with them using the form they provided by Drew (account manager), and for some reason there has been charges every single month after that. I had to close out my bank account because they didn’t stop this. I called and emailed and all he could say was that they received the termination form, that does not explain these charges. I advice you to use another payment processor.

  • Terence Samlson

    The issue I had with merchant focus is they were not truthful upfront. Signed up and got approved for account. After transaction were deposited I notice they were much smaller than the actual transaction amount. I called in and was told my account had a 10% reserve and reserved will be return to me in 6 months. I didn’t like it because we were not told this upfront. We continued processing for a few weeks until the deposits stopped. After calling in we were told our account was on 100% reserved until I submit requested information. After submitting information that was requested they then requested more information, then after submitting more information, they then wanted more information. They could have asked for everything at once but the string you along for weeks and weeks while the review submitted info. Well, I got tired and I called and cancelled my account.

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