Rectangle Health Review: Fees, Complaints, Comparisons & Lawsuits

Rectangle Health logo
4.8/5
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How did they treat you? ▼

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 Although the original Retriever Payment Systems is no longer active, there are multiple independent sales offices across the country that still use the Retriever name and logo.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:

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 Review Table of Contents

  • Costs & Contract: Rectangle Health offers a multi-year contract with a conditional early termination fee.
  • Complaints & Service: Rectangle Health complaints number fewer than 10 on public complaints forums.
  • BBB Rating: Rectangle Health currently has an “A+” rating with the Better Business Bureau and has received 9 complaints in the last 3 years.
  • Sales & Marketing: Rectangle Health hires independent sales agents but has not received any complaints about its sales practices.
Rectangle Health payment processing
Rectangle Health processes payments for the healthcare industry

Rectangle Health Customer Reviews

Here's What Their Clients Say

Customer Reviews Summary
Total Online Complaints <10
Live Customer Support Yes
Most Common Complaint N/A

Low Complaint Total

We are currently able to locate only a few negative Rectangle Health reviews, none of which accuse the company of being a ripoff or a scam. The only specific issue mentioned in these Rectangle Health complaints is glitchy software. There are a handful of Rectangle Health complaints under the Retriever name, but most of these were directly resolved by a company representative. In those cases, the representative usually insisted that merchants were bound to their contractual obligations even when they claimed they had been misled. If you have your own Rectangle Health review to make, please do so in the comments below.

Rectangle Health Lawsuits

In April 2021, Rectangle sued a branch of Retriever, but there is basically no information available about this suit. Dissatisfied merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

Rectangle Health Customer Service

Rectangle Health offers general phone and email support on its website, but it does not provide dedicated customer support contact information to the general public.

We have located a single Rectangle Health customer service number:

(888) 852-3484 – Toll-Free General Customer Service

Rectangle Health offers a customer support form and a customer service email at [email protected].

This falls just short of our expectations for top-rated payment processors for great customer service.

Rectangle Health Online Ratings

Here's How They Rate Online

Online Ratings Summary
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

Cost & Fees Summary
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 appears to be identical to 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. Multiple Rectangle Health complaints state that the company charges a monthly fee of about $30, but this may actually be a monthly equipment lease payment through a third-party provider. It does appear that some Rectangle Health agents package long-term equipment leases with their contracts, so merchants should be sure to watch out for unfavorable or excessively long lease terms. Furthermore, the Rectangle Health website conveys that the company does not differentiate rates for keyed-in transactions, meaning merchants will not face higher transaction rates when a customer pays without their card being present.

The Rectangle Health Guarantee

Rectangle Health currently advertises an early termination fee guarantee on its site that appears identical to a similar guarantee from the company’s time as Retriever Medical/Dental. According to a company representative, the Retriever Medical/Dental Payments early termination fee comes with the following 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 other words, if merchants do not receive custom installation or training from Rectangle Health and do not ask Rectangle Health to pay their prior cancellation fees with a different processor, then they may exit their contracts at no cost whenever they wish. However, if Rectangle Health pays a merchant’s termination fee with their previous processor or provides custom installation, training, or account setup services, then the merchant will be responsible for reimbursing Rectangle Health for the costs of those services. The merchant can still exit the contract without penalty if they allow a representative from Rectangle Health to perform a rate review and attempt to beat a competitor’s valid written offer.

Rectangle Health Guarantee Disputes

This policy appears to have resulted in a number of disputes between merchants and Retriever Medical/Dental over whether the early termination fee was appropriately charged. Multiple merchants claim that they were not informed of the company’s early termination fee (which was previously $700) or this rate match guarantee at the point of signing. When these merchants canceled their service with Retriever, they were hit with the full $700 early termination fee. Retriever insists that this fee was appropriately charged because the merchants did not first allow the company to perform a rate review. In some cases, merchants 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. We have no reason to believe that Rectangle Health enforces this policy differently.

Applicable in Perpetuity

We feel that this guarantee would be a reasonable way to recover acquisition costs on expensive accounts if it did not apply in perpetuity. However, in its current verbiage, it holds merchants to excessive obligations long after the life of the initial processing agreement. For instance, under the policy’s current language, it’s possible that a merchant could cancel with Rectangle Health after 15 years and still have to reimburse Rectangle Health for large setup costs or early termination fees—long after Rectangle Health has likely recovered the cost of acquiring the account.

An Imperfect Policy

On one hand, this new policy represents an improvement over other termination policies due to the fact that some merchants can cancel without facing a $700 penalty or the need for a rate review. On the other hand, the only way some merchants can avoid an undefined, uncapped cancellation penalty is by obtaining a competing quote that Rectangle Health cannot beat. Since Retriever is free to lower its prices to whatever amount is necessary to retain the account, this policy essentially functions as a retention ETF. We typically recommend that merchants seek out processors with more lenient contract terms than this.

Rectangle Health Employee Reviews & Sales Tacitcs

Should You Work For Them?

Jobs & Marketing Summary
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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Testimonials & Complaints

How Did Rectangle Health Treat You?

2 User Reviews

  • 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

    Richard G Rivman DDS

    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

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