Rectangle Health Reviews & Complaints
Rectangle Health Payment Processing
Formerly known as Retriever Medical/Dental Payments, Rectangle Health is a merchant account provider headquartered in Valhalla, New York. The company primarily offers point-of-sale solutions and payment processing for hospitals, dentists, insurers, and other healthcare facilities. To differentiate itself from standard payment processors, the company provides a product called Practice Management Bridge that enables HIPAA-compliant integration of payment processing and reporting across multiple provider locations. The company works with over 60,000 healthcare providers, including medical practices, dental practices, veterinary clinics, large enterprise organizations, and hospitals across the United States. Rectangle Health processes over $6 billion annually in patient payments.
History as Retriever Medical/Dental
The company's previous name of Retriever Medical/Dental Payments stems from the fact that it was a former subsidiary of National Processing Company (NPC) called Retriever Payment Systems. Founded in 1993, the original Retriever Payment Systems was purchased by Iron Triangle Payment Systems in 2006 and subsequently converted into a subsidiary of National Processing Company (NPC). Although the original Retriever Payment Systems is no longer active, there are multiple independent sales offices across the country that still use the Retriever name and logo. Retriever Medical/Dental Payments was one of these locations. A few of the other independent Retriever offices are listed below:
- Retriever of Waterville, Ohio (nationalpaymentcorporation.com), now known as National Payment Corporation
- Retriever Merchant Solutions of South Holland, Illinois (rmsnpc.com)
- Retriever of Orlando, Florida, and of Memphis, Tennessee (localccprocessing.com)
- Payroc (payroc.com), formerly known as Retriever Payment Chicago of Geneva, Illinois
- ConsumerPay (consumerpay.net), formerly known as Retriever of Jackson, Mississippi
- Retriever of Concord, California (retrieverps.com)
Rectangle Health is not affiliated with any of the locations listed above. It is a fully independent merchant account provider and this review will treat it as such.
Rectangle Health Location & Ownership
Rectangle Health is a registered ISO/MSP of Fifth Third Bank, N.A. Cincinnati, OH; Wells Fargo Bank, N.A. Concord, CA; and Elavon, Inc., GA. The company is headquartered at 115 E. Stevens Ave, Valhalla, New York 10595. Frank Shiner is the founder and Dominick Colabella is the CEO of Rectangle Health.
Rectangle Health Customer Reviews
Here's What Their Clients Say
| Total Online Complaints | <10 |
|---|---|
| Live Customer Support | Yes |
| Most Common Complaint | N/A |
Low Complaint Total
Current insights reveal only a limited number of negative Rectangle Health reviews, with none labeling the company as a scam or ripoff. A common theme in these Rectangle Health complaints is software glitches. Additionally, under the Retriever brand, several issues were addressed directly by company representatives. In these interactions, representatives often emphasized the merchants’ obligations under their contracts, even in instances where merchants felt misled. If you have a Rectangle Health review to share, we encourage you to post it in the comments below.
Rectangle Health Lawsuits
In April 2021, Rectangle Health initiated legal action against a branch of Retriever, as documented here. The specifics of this lawsuit remain largely undisclosed. Merchants seeking alternative resolutions to litigation can consider reporting their concerns to appropriate supervisory organizations.
Rectangle Health Customer Service
While Rectangle Health provides general phone and email support, it does not publicize dedicated customer support contact details widely. For customer assistance, the following contact is available:
(888) 852-3484 – Toll-Free General Customer Service
In addition, Rectangle Health offers a customer support form and an email address for service inquiries at [email protected].
This approach to customer service is noteworthy, though it may not align with the standards set by top-rated payment processors renowned for excellent customer service.
Rectangle Health Online Ratings
Here's How They Rate Online
| Total Complaints | 9 |
|---|---|
| Resolved Complaints | 1 |
Under 10 Complaints
The Better Business Bureau currently assigns an “A+” rating and BBB accreditation to Rectangle Health. Rectangle Health has received 9 complaints in the past 36 months. Only 1 of these 9 complaints were resolved by the company to the satisfaction of the merchant. The remaining 8 were resolved to the dissatisfaction of the merchant or received no final response.
An “A” Performance
We see no reason to adjust the BBB’s rating at this time. However, merchants should note that there are good reasons to regard the BBB’s ratings with skepticism.
Rectangle Health Fees, Rates & Costs
A Closer Look at The Contract
| Flat Rate | 1.00% - 4.99% |
|---|---|
| Early Termination Fee | $0 (Conditional) |
| PCI Compliance Fee | $0 |
| Equipment Lease Terms | 48 Month (locked) |
Rectangle Health Contract Length
The standard Rectangle Health contract closely resembles the standard Retriever Medical/Dental Payments contract. According to a company representative, the standard Retriever Medical/Dental Payments contract is a multi-year agreement through National Processing Company with a conditional termination fee, no annual fees, no PCI compliance fees, and no monthly minimum fees. Some complaints about Rectangle Health mention a monthly fee of approximately $30, which might actually refer to a monthly equipment lease payment through a third-party provider. It seems that some Rectangle Health agents bundle long-term equipment leases with their contracts, so merchants should be cautious of unfavorable or excessively long lease terms. Additionally, the Rectangle Health website states that the company does not differentiate rates for keyed-in transactions, ensuring that merchants won’t face higher transaction rates when a customer pays without their card being present.
The Rectangle Health Guarantee
Rectangle Health currently promotes an early termination fee guarantee on its site, which mirrors a similar guarantee from its time as Retriever Medical/Dental. According to a company representative, the Retriever Medical/Dental Payments early termination fee guarantee comes with specific terms:
OUR GUARANTEE:
We have no early termination fee. Our processing agreement may be cancelled at any time, upon written notice with NO CANCELLATION FEE TO_______________________(Client).
ADDED SERVICES GOOD FAITH GUARANTEE:
As a good faith courtesy, if you have a cancellation fee for your existing processing agreement, we will pay it for you or assist you to avoid one. We will also provide you with any necessary custom installations and staff training seminars and special account set up services.
IF YOU ACCEPT THESE ADDED SERVICES, WE HOLD A REASONABLE EXPECTATION THAT YOU WILL HONOR THE TERMS OF YOUR PROCESSING AGREEMENT ACCORDING TO THE FOLLOWING PROVISIONS. (Failure to follow the provisions below may result in the client’s obligation to pay the cost of these added services when applicable):
If Retriever Medical Dental Payments cannot beat any valid written offer or if our program should fail to reduce accounts receivable balances and our processing services may be cancelled at any time and at no cost.
In essence, if merchants do not receive custom installation or training from Rectangle Health and do not request Rectangle Health to cover their previous cancellation fees with a different processor, they can exit their contracts at no cost. However, if Rectangle Health covers a merchant’s termination fee with their previous processor or provides custom installation, training, or account setup services, the merchant will need to reimburse Rectangle Health for those costs. Nevertheless, the merchant can still terminate the contract without penalty if they allow a Rectangle Health representative to conduct a rate review and attempt to beat a competitor’s valid written offer.
Rectangle Health Guarantee Disputes
This policy has led to disputes between merchants and Retriever Medical/Dental regarding the appropriate application of the early termination fee. Several merchants claim they were not informed of the company’s early termination fee or the rate match guarantee at the time of signing. Upon canceling their service with Retriever, they were charged the full $700 early termination fee. Retriever maintains that this fee was correctly charged because the merchants did not first undergo a rate review. Some merchants also complain about the inconvenience of scheduling an in-person rate review with a Retriever representative and obtaining a valid third-party offer that Retriever cannot beat. There is no indication that Rectangle Health enforces this policy differently.
Applicable in Perpetuity
While this guarantee could be a reasonable means to recoup acquisition costs on expensive accounts if it did not apply indefinitely, its current wording imposes extensive obligations on merchants long after the initial processing agreement. For example, under the current language, a merchant could potentially cancel with Rectangle Health after 15 years and still be liable to reimburse Rectangle Health for significant setup costs or early termination fees—long after Rectangle Health likely recouped the account acquisition cost.
An Imperfect Policy
On one hand, this new policy represents an improvement over other termination policies as some merchants can cancel without facing a $700 penalty or the need for a rate review. On the other hand, some merchants can only avoid an undefined, uncapped cancellation penalty by obtaining a competing quote that Rectangle Health cannot match. Since Retriever can lower its prices to retain the account, this policy essentially serves as a retention ETF. We typically advise merchants to seek processors with more flexible contract terms than this.
Rectangle Health Employee Reviews & Sales Tacitcs
Should You Work For Them?
| Employs Independent Resellers | Yes |
|---|---|
| Advertises Deceptive Rates | No |
| Discloses All Important Terms | No |
Inside/Outside Sales Team
Retriever Medical/Dental Payments utilized a combination of in-house sales agents, appointment setting by telephone, and independent sales agents to market its services, and we have no reason to believe that Rectangle Health has altered this approach. We are currently unable to locate any negative Rectangle Health reviews that accuse the company’s sales reps of misrepresentation or nondisclosure, but some complaints filed against Retriever Medical/Dental mention confusion over the company’s early termination fee.
Rectangle Health Termination Fee Disclosure
Multiple merchants state that Retriever’s early termination fee was listed in fine print on the company’s contract rather than clearly displayed alongside other rates and fees. These complainants also state that their sales representatives did not clearly explain this fee at the point of signing. The company, however, maintains that its cancellation policy is clearly disclosed at multiple points during the sales process. It therefore appears that disclosure and explanation of this policy is largely dependent upon the sales agent servicing the account.
No Red Flags For Now
Rectangle Health does not list any misleading rate quotes or guarantees in its marketing materials. For now, merchants are encouraged to request and review all documentation, and to only work with agents they know and trust. If you suspect that Rectangle Health rates and fees have been misrepresented, you can double-check your monthly bill with an independent rate review.
Our Rectangle Health Review Summary
Our Final Thoughts
A Solid Option for Healthcare Providers
Rectangle Health rates as an above-average merchant account provider according to our rating criteria. The company specifically serves merchants in the healthcare industry and has received a low-to-moderate number of complaints for a provider of its size. Its score is most negatively impacted by its conditional early termination fee and the lack of flexibility the company has previously shown with regard to this fee. Merchants should be sure to compare Rectangle Health’s pricing to that offered by the top-rated healthcare merchant accounts.
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Tess
Rectangle health called our office, told me that we NEEDED to get in compliance for our computers. Demanded the Doctor to get on a conference call, only to try and sell security for $299 a month. We already are in compliance. We were bullied and told this needs to be done, which it does not.
Richard
I have used Rectangle health for approximately 4 years and have been very happy until they switched systems this January. Where my money posted next day, it now takes DAYS. I will be switching shortly