TouchSuite Merchant Services Reviews & Complaints
Overview
In this concise overview, we'll explore TouchSuite, a Boca Raton-based merchant account provider renowned for its proprietary POS system, TouchSuite Restaurant, and other solutions like Poynt, QuickBooks POS, and Clover. We'll delve into their various offerings, including their advanced payment processing services, the innovative Grubbrr self-ordering kiosks, and mobile payment solutions.
Our focus will include a close examination of the features and functionality of their POS systems tailored for different business sectors. We touch on the critical aspects of rates and fees, contract terms, and the quality of customer support. Insight into the pros and cons from user and employee perspectives, common complaints, and marketing tactics will also be discussed.
We provide a snapshot of TouchSuite's industry ratings and overall standing in the payment processing landscape, offering a balanced view of their services and operational effectiveness. This article aims to give readers a clear and concise understanding of what TouchSuite offers to businesses navigating the world of merchant services.
About TouchSuite
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.
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.
Payment Processing
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.
Mobile Payments
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.
| Pros: | Cons: |
|---|---|
| Good scheduling system. | Issues with sales tactics disclosure. |
| Integrated POS system. | Variable pricing rates. |
| Offers gift card support. | Contract termination fees. |
| Efficient employee, sales, and profit management. | Limited customization options. |
| Superb integration capabilities. | Complaints about contract terms. |
TouchSuite Customer Reviews
Here's What Their Clients Say
| Total Online Complaints | 30+ |
|---|---|
| Live Customer Support | Yes |
| Most Common Complaint | Product Malfunctions |
| Recent Lawsuits | No |
Evaluation of TouchSuite Reviews
We’ve identified over 30 negative reviews of TouchSuite, with accusations ranging from scam allegations to dissatisfaction with services. Customers frequently report issues such as malfunctioning hardware, software glitches, burdensome equipment leases, inadequate customer support, inflexible contract terms, and elevated processing fees. Many reviews describe challenges with setting up or utilizing the product effectively, compounded by insufficient support. Additionally, the sale of long-term equipment leases has emerged as a significant concern. We encourage you to share your TouchSuite experiences in the comments section below.
Legal Status of TouchSuite
Our investigation did not uncover any active class-action lawsuits or Federal Trade Commission (FTC) complaints against TouchSuite. Those seeking non-litigious solutions to disputes with the company are advised to report their issues to relevant regulatory authorities.
TouchSuite Customer Support Overview
Feedback specifically addressing TouchSuite’s customer service frequently points to long wait times and delayed responses as primary grievances. Such service levels do not align with the standards expected from leading customer service providers.
Contact Details for TouchSuite Support
- (800) 793-3250 – Toll-Free Customer Service
Additional Support Channels
- Online support form
- Live chat
Given the breadth of customer feedback, particularly concerning product functionality and support quality, TouchSuite has been rated “C” in these areas. This reflects a need for improvement, particularly in addressing client issues promptly and effectively.
This updated content aims to present a balanced view of TouchSuite, incorporating insights from customer feedback, the company’s legal standing, and the quality of customer support services. By embedding SEO-optimized keywords related to “reviews,” “complaints,” and “customer service,” the revision seeks to enhance discoverability and provide valuable insights for individuals researching TouchSuite.
TouchSuite Online Ratings
Here's How They Rate Online
| BBB Reports | 0 |
|---|
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
| Cancellation Penalties | Yes |
|---|---|
| Monthy & Annual Fees | Yes |
| Processing Rates | Variable |
| Equipment Leasing | Yes |
Standard Contract Details
As per the standard TouchSuite contract, the company typically offers a three-year agreement with a Liquidated Damages clause for early termination. TouchSuite collaborates with First Data Global Leasing for equipment leases, which entail non-cancellable arrangements. However, First Data Global Leasing’s unfavorable reputation for expensive contracts raises concerns. Businesses are advised to be cautious of contracts entailing liquidated damages for early termination.
Variable Pricing Structure
TouchSuite advertises rates as low as 0.20% + 10 cents, primarily targeting specific industries like Retail, Restaurant, and Salon Credit Card Processing. However, actual rates may vary based on the service availed, as indicated in various TouchSuite reviews. The company also offers interchange pricing for certain sectors. Integrated credit card processing with TouchSuite’s POS system limits flexibility in rate negotiation with third-party providers. Nonetheless, TouchSuite claims to match or beat existing rates.
We encourage business owners to check out our list of the providers of the best merchant services.
TouchSuite Lightning App Pricing
TouchSuite provides a proprietary app to optimize QuickBooks POS, featuring exclusive rates for clients using this solution. The pricing includes a flat PIN debit rate of 0.95% plus $0.22, swipe rate of 1.95% plus $0.22, and keyed-in rate of 2.95% plus $0.22. These rates undercut those offered directly through QuickBooks.
Virtual Terminal and Payment Gateway Services
In addition to in-store payment solutions, TouchSuite promotes its virtual terminal and payment gateway services. Partnerships with USAePay, Converge, Authorize.NET, and NMI facilitate e-commerce payment processing. Each partner imposes distinct rates and fees, such as a 2.9% + $0.30 rate by Authorize.net and a $25 gateway fee, alongside additional charges.
Concerns Regarding Contract Terms
Public TouchSuite reviews express reservations about the contract terms, particularly concerning the collaboration with First Data Global Leasing. This partnership significantly affects TouchSuite’s rating in this aspect. Businesses are often better served with month-to-month contracts, allowing flexibility in selecting credit card processors, especially considering options from the cheapest providers.
The displayed rate on TouchSuite’s restaurant section[/caption>
TouchSuite Employee Reviews & Sales Tacitcs
Should You Work For Them?
| Uses Independent Resellers | Yes |
|---|---|
| Telemarketing | Probable |
| Misleading Marketing | No |
| 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.
Beat-Or-Match Pricing
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.
Our TouchSuite Review Summary
Our Final Thoughts
TouchSuite rates as an average point-of-sale system for credit card processing according to our rating criteria. The company has received a low-to-moderate number of complaints in the past few years, but the inclusion of a non-cancellable equipment lease in its standard contract terms is a serious red flag. That noted, it may be still possible for businesses to secure a solid deal with TouchSuite through diligent research and negotiation. For businesses considering TouchSuite for merchant services, we recommend comparing the company’s costs and contract terms to those of top-rated providers.
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Carla Allen
We have been trying to get emergency technical support for over 24 hours. Our terminals on down on a holiday weekend. We’ve left over 12 requests for call back. We’ve used 3 phones waiting on hold for over 2 hours. DO NOT USE THIS COMPANY. We are changing companies as fast as we can.
Lisa Foster
I would never recommend Touch Suite – over the last year they have added on fees and raised their rates. Last March I paid a total of 8pct overall on a small amount I processed that month, same thing this year was 28pct. Terrible. Im in the travel business and this last year my business literally came to a halt, I’ve been on unemployment for a year and the little bit of processing I’ve done each month has been high jacked. Customer service was not a help. The use of their online site is somewhat user friendly but I have moved over to Costco. Compared apples to apples and the same $156 charge in March would have been $31 with Costco.
H. Chandra
Stay away from this company. They sign you up to low rates to lure you in, then they’ll call you 3 months later and say your rate is too low and must sign a new contract with much higher fees or they’ll shut me off. I balked at having to sign a new contract with higher fees, so, they shut me down.
If they did it to me, they’ll do it to you also. They’re also known as Alpine Payment.
This post will help: Best Merchant Accounts for Bail Bonds
– Phillip
Craig
Do not do business with these crooks. They have this stupid plan where basically you charge 3-4% convenience fee to your customers so essentially you process for free. Customers will be pissed.
If you really want to go this route you do not need TouchSuite. All you do is process thru Square and add a customer convenience fee yourself.
You don’t want to get involved with these “people”. Owner is probably rich but never made an honest dollar.
Once they can ACH you its game over. I have had them take money from me for two months after I cancelled. Finally blocked them. For those in the same boat have your bank block Clover Systems now!…game over for them!
When you have problems like I did customer service is non-existent and its email only if at all. If you make contact you will only get lip service and empty promises.
Please don’t take my word for it, look yourself. Anywhere you look online this company has horrible reviews. Check out pissedconsumer.com. Amazing how they are still in business.
Notice how the complaints all generally follow up with something along the lines of……”Please reach out to us at [email protected] with your contact information and business name, one of our customer support specialists will reach out to you directly. Thank you, we look forward to hearing from you and helping.”…as if we all didn’t already do that!
Why do you thieves only do customer service by email? Maybe too many irate customers yelling into the phone? Change your business practices scammers!!!
From The Editor
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Yanmei shi
The touch suite company is very bad . They lie about everything. They told me there is no contract . No earlier cancellation fee. So they make me sign the application. When I want to cancel the service . They add the 3 years contract on the application . And add earlier termination fee. So bad company. The worst things the guy who guy who install the machine for me even stolen my money from my purce which I put underneath the desk. I wish somebody can help me to get rid of that company without being charge me earlier termination fee
Lisa
This company should not be in business. They have taken money from customers and at other times given them too much. This should be investigated by better business Bureau. Customer service is horrible
anthony braese
I’m currently dealing with touchsuite and suppose to switch next week.they tell me I’m paying 3.0 plus fees with central payment and they offered me 2.0 plus 65.00 equipment cost that comes out of the 2.0 contract of 4 years and will pay cancelation fee if any with centralpayment.I still think is this to good to be true
Yanmeishi
That is lie. That’s this company how to get people. Don’t trust this company
alisha
those are high rates i get a .50 on all cards and 10.00 a mont .10cetns a swipe thats pretty good