TouchSuite Review: Fees, Comparisons, Complaints & Lawsuits

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TouchSuite

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PhonePhone(800) 793-3250 View Pricing

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Offering POS Systems and Merchant Accounts

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. Most recently, the company 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 merchants 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 which comes in a variety of options, including terminals, mobile solutions, wireless swipers, and tabletop swipers.

TouchSuite Location & Ownership

American Bancard, LLC, is a registered ISO of Wells Fargo Bank, N.A., Walnut Creek, California;  and Commercial Bank of California, Irvine, California. Sam Zietz is the founder and CEO of TouchSuite, which is headquartered at 1081 Holland Drive, Boca Raton, Florida 33487.

TouchSuite Review Table of Contents

TouchSuite point of sale

TouchSuite is primarily a purveyor of POS systems, but they also offer processing

Should You Trust TouchSuite ?

Lawsuits, Reviews & Complaints

Complaint Summary

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 merchant who 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 merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

TouchSuite Customer Service 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.

We have located a single TouchSuite customer service number:

(800) 793-3250 – Toll-Free Customer Service

TouchSuite also offers a customer support form and a live chat on its website.

In general, TouchSuite has a low-to-moderate complaint total overall, but the areas most often singled out by merchants are product malfunctions and poor support. We have therefore assigned the company a “C” in this category.

Is the BBB Rating for TouchSuite Accurate?

Better Business Bureau Profile

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BBB Summary

Product & Service Complaints
0
Billing & Collection Complaints
0
Advertising & Sales Complaints
0
Guarantee & Warranty Complaints
0
Delivery Complaints
0

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 merchant who 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 merchants who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.

TouchSuite Customer Service 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.

We have located a single TouchSuite customer service number:

(800) 793-3250 – Toll-Free Customer Service

TouchSuite also offers a customer support form and a live chat on its website.

In general, TouchSuite has a low-to-moderate complaint total overall, but the areas most often singled out by merchants are product malfunctions and poor support. We have therefore assigned the company a “C” in this category.

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 1 informal review on its BBB profile. The one review was negative 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.

A “B” 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 1 complaint in the past three years, which was related to a billing or collection issue. In light of TouchSuite’s overall complaint record and the BBB profile for American Bancard, we have adjusted the BBB’s rating to a “B.”

How Expensive is TouchSuite Service?

Rates, Fees, and Contract Terms

This processor offers the lowest ricing and best service we’ve seen.

Cost Summary

Swiped Rate
0.20% + $0.10
Keyed-in Rate
0.20% + $0.10
Virtual Terminal Rate
1.00% - 4.99%
Payment Gateway Fee
Undisclosed
Lightning App Flat Debit Rate
0.95% + $0.22
Lightning App Flat Swipe Rate
1.95% + $0.22
Lightning App Flat Keyed-in Rate
2.95% + $0.22
Early Termination Fee
$1,000+
Gateway Set Up Fee
Up to $100
Gateway Fee
Up to $25 Per Month
PCI Compliance Fee
Variable
Equipment Lease Terms
48 Month (locked)

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. Merchants are generally not encouraged to sign contracts that hold them accountable for liquidated damages in the event of early termination.

Variable Pricing

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 transaction rates, since merchant complaints 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 merchants 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 merchant’s existing rates.

We encourage merchants 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 rates for merchants using that POS solution. Merchants 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 complaints 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 merchants 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 restaurant payment processing

The advertised rate on TouchSuite’s restaurant section

Does TouchSuite Use Deceptive Marketing?

Advertising & Sales Strategy

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Key Points

Employs Independent Resellers
Yes
Advertises Deceptive Rates
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 merchant’s existing pricing. It is unclear whether a multiyear contract is required of all TouchSuite merchants at this time, but this requirement could possibly conflict with the company’s beat-or-match claim when it comes to merchants 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.

Does TouchSuite Deserve Your Business?

Review Summary & Our Thoughts

An Average Option All-Around

TouchSuite rates as an average point of sale system 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 merchants to secure a solid deal with TouchSuite through diligent research and negotiation. For merchants considering TouchSuite for merchant services, we recommend comparing the company’s costs and contract terms to those of top-rated providers.

comments

Customer & Employee Reviews

What Others Are Saying About Square

9 Responses

  • 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 info@touchsuite.com 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

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Phillip Parker
Phillip Parker
Credit Card Processors
2 min read
9 Comments
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