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Should Your Business Rely on Total Merchant Services?

Name: Total Merchant Services
Item: Total Merchant Services
Rating: 2
Author: Phillip Parker

Author: Phillip Parker

Updated: October 1, 2025

Maintained Since: September 18, 2012

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We take our role in providing guidance and education regarding the card payment industry very seriously. At our own expense, we have vigorously defended our right to continue expose unethical and predatory practices in the industry, successfully defeating every attempt to silence us. However, fending off frivolous lawsuits is costly. To sustain these efforts, one of the ways we generate revenue is through affiliate partnerships with ethical providers. This means that some of our outgoing links connect business owners to trustworthy, low-cost payment processors, which is what most of our readers seek. We see this revenue channel as a win-win-win for everyone involved. Business owners find good processors, processors get good clients, and we are able to continue to provide a valuable service to the small business community. We also recommend and link to many services that do not compensate us. Our priority is to guide you to the best solutions for your needs, regardless of potential revenue. If you have questions, please feel free to contact us.

All mentions of rate and fee costs are estimations based on publicly available information and client feedback. Actual costs may vary based on a variety of factors unique to your business.

Total Merchant Services

Rating

2/5

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Pros

Flexible contract terms

Competitive processing rates

Free equipment options

Cons

Potential cancellation fees

Skeptical contract terms

Complex fee structure.

Possible hidden fees

Limited international services

Overview

In this review of Total Merchant Services, we take a detailed look at this mid-size credit card processor known for its merchant account services and point-of-sale (POS) solutions. Despite its acquisition by North American Bancard, TMS continues to operate under its own brand while relying on Global Payments for back-end support. Our review covers rates, fees, contract terms, customer complaints, industry ratings, and employee feedback to provide a balanced perspective. We highlight TMS’s offerings, including advanced Groovv POS systems, mobile payment capabilities, and e-commerce gateway solutions with strong security and PCI DSS compliance. In addition, we examine customer support, contract policies, marketing tactics, and the impact of recent lawsuits. By combining insights from customer and employee reviews with online ratings across multiple platforms, this article provides a comprehensive understanding of the advantages and drawbacks of using Total Merchant Services.

About Total Merchant Services

Screen Capture of Total Merchant Services Homepage — Total Merchant Services Homepage

Total Merchant Services is a mid-size credit card processor and merchant account provider that appears to have entered the credit card processing industry in 1996. Although Total Merchant Services handles the support of its business customers directly, the company uses Global Payments for its back-end card processing. In May 2017, Total Merchant Services was fully acquired by North American Bancard but continues to operate under its own brand name. This processor also offers point-of-sale hardware and software under the brand name “Groovv.”

Products & Merchant Services

Point of Sale Solutions

Total Merchant Services provides advanced Point-of-Sale (POS) systems to assist businesses in managing their operations. These systems support various payment methods, track sales, and manage inventory.

Mobile Payment Services

Total Merchant Services offers mobile payment solutions to meet the growing demand for mobile transactions. This service enables businesses to accept card payments via mobile devices.

E-commerce Payment Gateway

For online businesses, Total Merchant Services provides a reliable e-commerce payment gateway. This gateway integrates with existing online platforms, supports a range of payment options.

Transaction Security Measures

Total Merchant Services prioritizes transaction security by employing advanced encryption technologies to protect sensitive financial information. The company adheres to Payment Card Industry Data Security Standards (PCI DSS).

Customer Reviews & Sentiment

Moderate Complaint Volume

Across various consumer protection websites, there are upwards of 100 reviews pertaining to Total Merchant Services, with many customers levying accusations of scam-like behavior or ripoff practices against the company. Common grievances revolve around allegations of deceptive sales tactics, challenges in canceling accounts, subpar customer service, and delayed fund disbursements. It’s noteworthy that a significant portion of these complaints seems to stem from interactions with sales agents during the signup process, rather than issues encountered with customer service representatives post-engagement. However, it’s reasonable to expect an effective customer service team to address and resolve complaints internally before they escalate to public forums.

Customer Support Options Provided by Total Merchant Services

The operational structure of Total Merchant Services’ customer support remains ambiguous, as it’s uncertain whether the company maintains an in-house support team or outsources these services to entities like North American Bancard/Global Payments. Nonetheless, the company offers dedicated phone lines and email addresses for merchant support. Despite these communication channels, Total Merchant Services does not currently rank among our best credit card processors.

Industry Scores & User Ratings

Online Ratings Summary
PaymentPop	1
BBB Rating	N/A
Google Maps	4.3
ConsumerAffairs Rating	N/A
PissedConsumer Rating	1.2
Average Rating	1.75

PaymentPop Rating for Total Merchant Services

Negative Feedback

Promises and very rude salesman. Call you out of the blue that someone wants your business. Then ghost and ghost. I want this company shut down!

Positive Feedback

There are no positive reviews published about Total Merchant Services on the PaymentPop website.

BBB Rating Analysis

Total Merchant Services has an A+ rating from the Better Business Bureau (BBB). The company has been accredited since July 23, 2013, and has been in business for 27 years. However, there are no customer reviews on the BBB website for this business. There are 13 customer complaints closed in the last 3 years, with 2 complaints closed in the last 12 months.

Negative Feedback

There are no negative reviews listed for Total Merchant Services on the Better Business Bureau website. However, below is a customer complaint about Total Merchant Services.

A customer expressed dissatisfaction with the cancellation process of their contract. They mentioned being billed twice after attempting to cancel in June, including an inactivity fee. The customer felt cheated and lied to, stating that the sales representative misrepresented the contract terms. They also reported difficulty in returning the card machine and terminating services, facing exacerbated fees and unempathetic customer service. – Complaint from August 2, 2022

Positive Feedback

There are no positive reviews published about Total Merchant Services on the BBB website.

Google Maps Rating for Total Merchant Services

Total Merchant Services has a 4.3 out of 5 star rating based on 11 user reviews on Google Maps.

Positive Feedback

When I’m asked what company I would recommend to process credit cards, I suggest this company, Total Merchant Services. Good pricing and a large variety of point of sale options are offered – retail, restaurant, online, mobile and many more. Getting started is so easy. Just fill out the merchant services application online or call and talk with a representative. You will never be approved and then forgotten. Assistance for getting set up and running is always available. The most impressive added value from this company is customer service which is phenomenal. When any issue arises, you can reach a merchant services expert who will help you find a solution quickly.

ConsumerAffairs Rating Analysis

Total Merchant Services has various customer reviews on ConsumerAffairs. The reviews highlight issues such as billing disputes, dissatisfaction with service, and challenges in resolving problems with the company. Common themes include complaints about unexpected charges, difficulties in canceling services, and poor customer support.

Negative Feedback

I have returned the equipment a year and a half ago, and I should not be a bill or collection. I closed the account on May 15 of 2018 and ship the equipment back to them on May 16 of 2018. After a year and a half later I got a collection for the equipment. I call the collection company (Southwest Recovery Services) and North American Bancard to get this resolved. I can provide them the receipt, but they told me to provide a confirmation of delivery date since I have to return the equipment with 10 business days. I call UPS, but they only keep the record for up to a year. How can I keep track of this if they send out the collection a year later? It is not my fault for them not able to process the returned equipment correctly in a timely matter. – Review from Jan. 4, 2020

So was using Elavon Merchant Service Charlie with Total Merchant Service came in and compared merchant statements and said he could bet them by 150.00 per Month. Well he did not tell the truth it was more. So after 2 months I stopped using Total Merchant Services and went back to Elavon (Costco) closed the account on 4//9/19 and never heard from anyone an till 4 months later when thy charged my bank account $1084.00. So I called and they said because it’s 10 days beyond the date the account was closed that I am just stuck with the equipment. I have no need for their equipment so i’m just out $1084.00 Just an FYI don’t trust their reps or the company (Total Merchant Services). – Review from July 29, 2019

Positive Feedback

There are no positive reviews published about Total Merchant Services on the ConsumerAffairs website.

Source: ConsumerAffairs

PissedConsumer Rating Analysis

Total Merchant Services has a variety of reviews on PissedConsumer. The reviews range from negative experiences regarding customer service and billing issues to some positive experiences highlighting efficient service.

Negative Feedback

I have been trying to close my account with Total Merchant Services for over a year. They continue to charge me monthly fees even though I have not processed any transactions. Their customer service is unresponsive, and I feel trapped in this situation. – Review from January 15, 2023

Total Merchant Services promised low rates and efficient service, but my experience has been the opposite. Hidden fees and surcharges were added to my bill without proper explanation. When I tried to contact them for clarification, it was a frustrating loop of unhelpful responses. – Review from February 20, 2023

Positive Feedback

I switched to Total Merchant Services a few months ago and have been pleasantly surprised. The setup was quick, and the rates are competitive. So far, I haven’t encountered any issues, and their customer support has been helpful. – Review from March 10, 2023

As a small business owner, I appreciate the straightforward approach of Total Merchant Services. Their processing system is easy to use, and I’ve noticed a decrease in processing fees compared to my previous provider. – Review from April 5, 2023

Source: PissedConsumer

Processing Rates & Fees

Three-Year Contract

Based on available documentation and numerous Total Merchant Services reviews, the standard contract term spans three years and renews automatically via Global Payments. The contract may or may not entail a $295 early termination fee, which is subject to the agent’s discretion. Additionally, clients mention varying PCI compliance fees and undisclosed charges. Numerous complaints highlight expensive equipment leases with substantial termination fees. While the merchant account terms remain consistent with Global Payments contracts, the additional cost of leasing terminals and equipment seems to be a significant concern for businesses.

Early Termination Fee Disputes

There is some ambiguity among the payment processor’s agents regarding the enforcement of an early termination fee. Contradictory statements on consumer protection websites challenge client complaints, some asserting the absence of an early termination fee in the Total Merchant Services contract, while others claim they were informed during training that no such fee existed. Presently, it seems the $295 termination fee is no longer standard, with agents having the discretion to include or omit it. Business owners are advised to thoroughly review their contracts, particularly scrutinizing sections related to cancellation penalties. Recent complaints cite an early termination fee of $399, indicating that such fees may still apply in certain instances. The company’s score in this section has been downgraded to a “C” due to the volume of complaints related to pricing.

Lawsuits & Legal History

In November 2018, a $7.5 million settlement was approved by a U.S. District Court Judge in the case of Naiman v. Total Merchant Services Inc. (Case No. 4:17-cv-03806) in the U.S. District Court for the Northern District of California. The Total Merchant Services lawsuit alleged a collaboration with Quality Merchant Services, Inc. to orchestrate a telemarketing scheme. It was claimed that the company acquired telephone numbers from an undisclosed source for use in an automatic dialer database, resulting in privacy violations under the Telephone Consumer Protection Act.

Employee Reviews & Sales Practices

Outside Sales Team

Total Merchant Services appears to hire independent sales agents and sub-ISOs to market its credit card processing services, which is a common practice within the industry. However, this practice can be a major source of frustration for businesses. In this case, we have found over 100 negative Total Merchant Services reviews that describe deceptive sales strategies by sales agents across the country. The overwhelming majority of these complaints describe non-disclosure of terms, particularly with regard to early termination fees and equipment leases, and misrepresentation of rates or sudden changes in rates after signing up for the service.

Total Merchant Services Agent Bonuses

In the past, Total Merchant Services advertised a $100,000 progressive signing bonus for new sales partners, which offered $100 per new account on top of the company’s existing bonus structure. Total Merchant Services stated that partners could “Earn up to an Extra $100,000 in Your First 90 Days,” but it wasn’t clear how many new accounts the sales partner would have to open to reach that amount. Under any circumstances, this seems to be an unrealistically lucrative promotion. If it pays marginally more than $100 per new account, then it’s possible that sales agents would need to open nearly 1,000 new accounts in 90 days to take full advantage of the bonus. But if the program is frequently paying out $100,000 to new partners on top of existing bonus structures, then it’s likely that the added revenue is coming in the form of lopsided contracts with clients. If you suspect that you have been tricked into an unfavorable contract by a Total Merchant Services sales agent, you can double-check your pricing with a third-party statement audit.

Total Merchant Services Competitors

Compare Total Merchant Services to competitors that earned top marks.

Pricing

Bottom Line

Reviews of Total Merchant Services suggest that it is a below-average credit card processing provider. Numerous complaints describe deceptive tactics employed by the company’s sales agents, and its contract terms seem to be no better than average. Despite having its Better Business Bureau profile essentially wiped clean in March 2013, the company has not fully capitalized on the opportunity to improve its reputation.

For now, businesses can likely secure more competitive pricing and better service by opting for a top-rated credit card processor. The transparency and customer service offered by highly rated alternatives are crucial factors for businesses seeking reliable processing services. As always, carefully reviewing contract terms and comparing options will help ensure a partnership that meets a business’s specific needs.

Read Actual User Reviews

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All user reviews have been moved to our partner, PaymentPop.com

Contact Total Merchant Services

Contact & Customer Support
CEO	Joe Kaplan
Headquarters	21650 Oxnard St Ste 1200, Woodland Hills, California 91367-7814
Sales Team	(800) 518-682
Support Team	(866) 485-8999
Local	(717) 944-2182
Fax	(800) 521-6495
Additional Support Channels	Online Support Channel
Website	totalmerchantservices.pro

About Us

CardPaymentOptions.com

Established 2009

My name is Phillip Parker, and I started this website back in 2009 as a simple blog to call out shady credit card processors that were taking advantage of small business owners. At the time, I had no idea this side project would grow into a leading voice pushing for transparency and integrity in the payment processing industry. I also didn't anticipate just how far some of these companies' owners would go to try to silence me.

I was recruited out of college for a sales role with a credit card processor. At the time, I didn't realize the “training” was really about tricking me... into selling business owners expensive processing with hidden fees and long-term service agreements. In my first few sales, I unknowingly cost friends and family thousands of dollars after they trusted me to switch their services. When it finally clicked that something was seriously wrong, I was furious. I quit immediately and made a promise to expose that company and any others operating the same way. That promise is what led to the creation of this website.

As I wrote about these processors, their tactics, and the people behind them, the articles started to spread among business owners. News organizations picked up the stories, readers shared them online, and traffic to the blog took off. Unsurprisingly, that also caught the attention of the companies and individuals I was exposing.

Over the last 17 years, I've received several anonymous death threats and defeated four lawsuits meant to intimidate me into taking my blog down. Their efforts to muzzle me only made my determination to expose them even stronger, leading me to work with state authorities to help shutdown some of the worst offenders.

I'm proud to say that of the millions of people who have read my work, thousands have taken the time to write and thank me for helping them narrowly avoid a very costly mistake. This blog has played a small role in pushing the industry toward more ethical practices - but there are still bad actors out there, which means the work isn't done.

If I can offer one piece of advice, it's this: get every promise in writing, and take the time to review contracts carefully. Tools like ChatGPT can help surface red flags and uncover expensive surprises buried in the fine print.

If you've made it this far, thank you for reading. I truly appreciate you being here, and I wish you every success with your business.

Our Research Methodology

Pricing & Fees

We analyze all costs including rate structures (interchange-plus, tiered, flat-rate, etc), monthly fees, equipment costs, early termination fees, and hidden charges. This data is gathered from service agreements, statements and client feedback.

Features & Technology

Evaluation of POS systems, e-commerce integrations, mobile capabilities, reporting tools, recurring billing..., and developer resources. When possible, we directly test services and hardware. Otherwise, we rely on client feedback and public information.

Customer Support

We evaluate availability across phone, email, chat, and social channels. Measuring hold times, night and weekend availability, and client feedback regarding effectiveness, professionalism, and resolution rates.

Contract Terms & Conditions

We review service agreements and equipment contracts for reasonability, transparency, and fairness. We focus on uncovering any predatory clauses, such as unjustified early termination fees, hidden costs, and unclear cancellation policies.

User Experience

We comb the internet and interview current and former clients to evaluate the overall user experience and identify any common pain points that may impact the user experience.

Sales & Marketing Practices

We evaluate sales tactics, marketing materials, and client feedback to determine the level of transparency and ethical nature of the provider's approach. Does the provider publicly disclose pricing? Do they use teaser rates? We score based on these and other factors.

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