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TouchSuite Merchant Services 2023: Reviews & Complaints
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Founded in 2004, TouchSuite is a Boca Raton, Florida-based merchant account provider that provides a proprietary POS system called TouchSuite Restaurant alongside Poynt, Quickbooks POS, and Clover solutions. According to the company’s website, it also offers QuickBooks POS payment processing, small business loans, online invoicing, local SEO, and e-commerce gateways. The company also invested in Grubbrr, a self-ordering kiosk that supports EMV, NFC, and swipe payments. TouchSuite also appears to provide merchant accounts through a DBA called American Bancard, LLC, which has the same address as TouchSuite. In 2018, TouchSuite acquired Alpine Payment Systems. TouchSuite’s POS system does not appear to integrate with third-party processors, meaning that businesses will need to switch to TouchSuite’s credit card processor in order to accept payments.
Before we dive in, here’s a short summary of what we’ll cover:
- TouchSuite’s various payment processing services.
- TouchSuite has not received many complaints.
- The company’s contract includes some expensive fees, including a bad equipment leasing contract.
TouchSuite Point of Sale
TouchSuite offers point-of-sale solutions in three varieties. The first is their proprietary TouchSuite POS system, which is particularly designed for restaurants. It offers restaurant-specific features such as table layout design, delivery driver information, tracking of product waste, overtime tracking, drink chips, combo detection, phone reporting, drawer calculation, on-the-fly price changes, and scheduling. The second POS system the company offers is the GRUBBRR self-service kiosk. These are touchscreen menus that allow customers to order on their own, and the backing software offers many of the same customization and reporting features of the TouchSuite restaurant POS. The final option from TouchSuite is the popular Clover POS system, which is typically used in retail settings and comes in a variety of options, including terminals, mobile solutions, wireless swipers, and tabletop swipers.
TouchSuite offers payment processing services that allow businesses to accept all major credit cards, including Visa, Mastercard, American Express, and Discover. With TouchSuite, businesses can accept payments in-store, online, and on-the-go using their mobile devices. TouchSuite’s payment processing solutions are advanced, fast, and secure.
TouchSuite offers mobile payment solutions that allow businesses to accept payments using their mobile devices. The mobile payment solutions are easy to use and come with all the security features that businesses need to protect their customers’ data. TouchSuite’s mobile payment solutions are ideal for businesses that are always on-the-go.
Location & Ownership
American Bancard, LLC, is a registered ISO of Wells Fargo Bank, N.A., Walnut Creek, California; and Fresno First Bank, Fresno, CA. Sam Zietz is the founder and CEO of TouchSuite, which is headquartered at 1081 Holland Drive, Boca Raton, Florida 33487.
Table of Contents
- Costs & Contract: Offers a three-year contract that includes an…
- Complaints & Service: Complaints number more than 30 on…
- BBB Rating: Has an “A+” rating and has received 0 complaints and 0 reviews in…
- Sales & Marketing: Appears to hire independent sales agents and has received some…
TouchSuite Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||30+|
|Live Customer Support||Yes|
|Most Common Complaint||Product Malfunctions|
Low-To-Moderate Complaint Total
We have located over 30 negative TouchSuite reviews, some of which accuse the company of being a scam or a ripoff. Common themes among complainants include malfunctioning hardware, software bugs, equipment leases, poor customer support, rigid contract terms, and high processing fees. The most frequently cited case usually involves a client that encounters difficulties setting up or using the product and is unable to resolve the issue through support. The second major issue appears to be the company’s sale of long-term equipment leases. If you have a TouchSuite review to make, please do so in the comment section below.
TouchSuite Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against TouchSuite. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
TouchSuite Customer Support Options
Most complaints that directly mention TouchSuite’s customer service do not have positive things to say about it, with long hold times and late responses being the chief issues. This level of support falls way short of what we expect from top-rated customer service providers.
TouchSuite Customer Service Number
- (800) 793-3250 – Toll-Free Customer Service
Other Support Options
- Support form
- Live chat
In general, TouchSuite has a low-to-moderate complaint total overall, but the areas most often singled out by clients are product malfunctions and poor support. We have therefore assigned the company a “C” in this category.
TouchSuite Online Ratings
Here's How They Rate Online
Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.
Less Than 10 Complaints
TouchSuite currently has an “A+” rating with the Better Business Bureau and was formerly accredited since 2012 but has lost its accreditation. The company has received 0 complaints to its BBB profile in the past 36 months.
What Merchants Say
In addition to the complaint, TouchSuite has also received 0 informal reviews on its BBB profile. A previous review was negative and details deceptive sales practices and poor communication with customer service:
SCAM!! Spoke with jordan, and on the site they said you could have an elevon account. However! You must have a crappy touch suite account before they ship out product. Misleading , jordan the rep said ” Oh they must have just changed the terms”.
Businesses looking for comprehensive POS systems should review the top merchant service providers for these solutions.
An “A” Performance Overall
The BBB also maintains a profile for TouchSuite’s credit card processing partner, American Bancard, LLC. American Bancard also has an “A+” with the BBB and has received 0 complaints in the past three years. In light of TouchSuite’s overall complaint record and the BBB profile for American Bancard, we agree with the BBB’s rating.
TouchSuite Fees, Rates & Costs
A Closer Look at The Contract
|Monthy & Annual Fees||Yes|
Partnered with First Data Global Leasing
According to the standard TouchSuite contract, the company’s standard agreement is a three-year term that includes a Liquidated Damages early termination fee for canceling service while under contract. TouchSuite is partnered with First Data Global Leasing for its equipment leases, which offers non-cancellable lease agreements. First Data Global Leasing is a poorly rated provider on CPO due to its expensive contracts and substandard sales tactics. Businesses are generally not encouraged to sign contracts that hold them accountable for liquidated damages in the event of early termination.
On its website, the company advertises “rates as low as .20% + 10 cents” only on its Retail, Restaurant, and Salon Credit Card Processing pages, but this is likely the lowest of several possible TouchSuite rates, since TouchSuite reviews report varying prices for different services. The company also advertises interchange pricing for certain industries. TouchSuite provides integrated credit card processing with its POS system, so businesses will not have the flexibility to shop for competitive rates from a third-party provider. However, the company claims that it will beat or match a client’s existing rates.
We encourage business owners to check out our list of the providers of the best merchant services.
TouchSuite Lightning App Pricing
Additionally, the company offers a proprietary app that optimizes QuickBooks POS. This includes a set of exclusive TouchSuite rates for clients using that POS solution. Businesses are charged a flat PIN debit rate of 0.95% plus $0.22, a swipe rate of 1.95% plus $0.22, and a keyed-in rate of 2.95% plus $0.22. Each of those rates is markedly lower than those charged through Quickbooks directly.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, TouchSuite also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. The company also lists partnerships with USAePay, Converge, Authorize.NET, and NMI to provide payment gateway services for e-commerce portals. These services include rates specific to e-commerce payments as well as additional fees. Authorize.net imposes a rate of 2.9% + $0.30, a $25 gateway fee, and a $0.10 batch fee. USAePay charges a gateway fee of $25 as well and a setup fee of $100. Those TouchSuite rates and fees are indicative of those which TouchSuite’s payment gateway could impose depending upon which partner it utilizes.
Contract Terms Complaints
At this time, there is a low-to-moderate number of public TouchSuite reviews specifically recommending against the TouchSuite contract terms. The company’s partnership with First Data Global Leasing is a major point of concern and has severely impacted TouchSuite’s score in this section. It is our belief that businesses are generally best served by month-to-month contracts and the freedom to choose their own credit card processor, especially from among the cheapest providers.
TouchSuite Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||Yes|
|Discloses All Important Terms||No|
Mixed Marketing Approach
TouchSuite appears to market its services via an independent agent program, referral programs, a brand ambassador program, and traditional advertising. The use of independent agents is commonly linked to complaints within the credit card industry due to the reduced oversight that these sales agents usually receive. In this case, we have located approximately 20 TouchSuite reviews that accuse the company of misrepresentation or nondisclosure of fees. Specifically, these TouchSuite complaints cite incomplete disclosure of the company’s cancellation fee and monthly costs. Other complaints mention nondisclosure of equipment lease terms through companies like First Data Global Leasing and through MBF Leasing, a known DBA of Northern Leasing Systems. This does not compare favorably to our list of best credit card processors.
TouchSuite advertises “rates as low as .20% + 10 cents” on its website with a fine print disclaimer stating that restrictions may apply, TouchSuite rates are subject to change without notice, and that the offer may be discontinued at any time. The company also claims that it will beat or match a business’ existing pricing. It is unclear whether a multiyear contract is required of all TouchSuite clients at this time, but this requirement could possibly conflict with the company’s beat-or-match claim when it comes to clients who are on month-to-month contracts.
No Widespread Sales Issue
Overall, TouchSuite has received some negative feedback with regard to its sales tactics, but these complaints do not indicate a widespread sales issue at the company. If you suspect that TouchSuite is charging you undisclosed fees, we recommend seeking a third-party statement audit to eliminate hidden costs.
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