Total Merchant Services Review
Merchant Maverick's Rating: (3 out of 5)
Last Updated: April 16th, 2010.
Overview:
Total Merchant Services (TMS) is another one of those companies that's been around for a while, so they've had the great pleasure of accumulating a bunch of unhappy customers.
They're a somewhat larger ISO/MSP, so it's to be expected, but still not ideal. I understand that TMS probably has a lot of sales reps, and independent agents that work for their company because, like most companies, TMS needs to make a profit. But, at some point, you begin to sacrifice customer service if you scale too big. At some point, you lose the ability to control your reps/agents through proper education and oversight, and that's what seems to be happening with TMS.
Don't get me wrong, I'm sure there are plenty of great reps and agents that are well worth working with, but judging by the complaints I've found, it may be a bit of a crap shoot with TMS. Putting all of that aside, let's look how they stack up in other areas.
They have a Facebook page, which is great, so that provides you with a social "face" to the company. A Twitter profile would be nice, but not absolutely necessary.
I also think a great way for TMS to improve their reputation would be to add a blog to their site, and start cranking out some really educational content. Some of the merchant's that have complained against TMS said that they weren't aware of what some of the charges meant, or they didn't know how to decipher their fees. Why not teach them about all of that stuff? Why not put a copy of your basic contract up for everyone to see? If you don't do it, someone else will.
Additionally, I'm amazed that they don't have a page dedicated to real testimonials. That would help offset a lot of the complaints that they're getting.
When I see an ISO/MSP ignoring all of the things that I mentioned above, that gives me the feeling that they don't care about that stuff. Well, the problem is, that as a merchant...I do.
Total Merchant Services gets a 3 out of 5.
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Date Established:
1996.
Location:
Basalt, Colorado.
Domain Name(s):
www.totalmerchantservices.com.
If you do a Google search for Total Merchant Services, you'll notice a large number of other sites that look like they're owned by TMS just because they're heavily branded with the TMS logo, but most of those sites are actually setup by individual sales agents of TMS.
Parent/Partner Company:
Doesn't look like Total Merchant Services is a subsidiary of any other company.
Type:
Registered ISO/MSP.
Acquiring Bank(s) (Acquirer):
HSBC Bank.
Payment Processor(s):
Global Payments.
Payment Gateway(s):
Authorize.Net.
Trust Symbols:
Here is the Total Merchant Services BBB profile. They have an "A+" rating, even though they have had 115 complaints in the last 36 months...hmmmm, interesting.
Negative Reviews:
There are about 24 complaints on RipOffReport as of this review. I'd point out all the other websites that carry complaints about TMS, but the negative reviews on ROR pretty much sum up the bulk of their problems.
If you have the time to read through them, you'll notice that the tone in all the reviews, including the rebuttal's, is just awful. There's a lot of finger pointing going on, this guy is blaming that guy, a rep from TMS accuses a person who's leaving the complaint that they're a "former disgruntled employee" and on and on. In my time reviewing ISO/MSPs, I've read through hundreds of complaints, so I can spot trends. This is not a good trend.
Common Complaints:
Common complaints were gathered mainly from RipOffReport.com:
- Bad post-approval customer service.
- Uneducated sales-reps.
- Withholding of funds. This is usually the third-party processor or the bank's fault. Better ISO/MSPs will work with you to get those funds released.
- Difficulty getting account closed.
- Undisclosed cancellation fee ($300). Usually this fee is disclosed in the contract in very very fine print. Be sure to read it.
Verifiable Testimonials/References:
The testimonials they have listed are the cheesy kind that look like they're made up. Maybe if there was a full-name plus business name listed on them, then I could contact those folks, but unfortunately there isn't. So, "John W." from California could be "Joe Blow, The Fake Reviewer" for all I know.
Security/Privacy:
No third-party security (i.e. McAfee, Verisign or Truste), but they also don't collect the type of information that would require it.
Customer Service:
I haven't dealt with these guys personally so user comments in this area would be great.
Contract Terms:
3-Years.
Cancellation Fee:
$99-$300.
Interchange-Plus Pricing:
Interchange-plus is offered by TMS, but may depend on your business profile. Be sure to ask them about it.
Seasonal Downtime:
Seasonal downtime is also offered by Total Merchant Services.
Product/Service Offering:
Retail, Check Conversion, Gift Card Processing and Online/Internet (e-Commerce).
Product/Service Specialty:
Retail.
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March 21st, 2010 - 15:11
I am self employed and I use Total Merchant Services to set up retail customers with updated equipment and rates. I consider myself independent of TMS because I maintain the customer service with my accounts. I don’t even give them the main number to TMS because I want the customer to know I care. They call me or my wife with any question or issue. I started in Oct of 2007. I have nearly 300 customers today. I have never lost a customer due to poor service, lack of response or inaccurate rate quotes. I can resolve 99% of any issues myself. I also install the equipment (even if it means running telephone lines or IP connections) and I train every customer on the use of the equipment. You are correct in saying that some of TMS BBB issues are due to poor reps. From my perspective, I do have problems with TMS withholding funds at the drop of a hat. But, I have learned to resolve those issues within 72 hours and the customer only had to wait one extra day. TMS sends me an e-mail every time one of my customers has had any unusual activity. I respond to every e-mail. It is the rep’s responsibilty to maintain that account. That’s why we get paid. You cannot sign up an account and disappear. Which, unfortunately, so many companies do in this industry. My wife and I also set up ATM Machines (RBS Lynk) , clean carpet, clean office buildings, teach people how to cook, paint murals, appraise properties for sale, build websites, raise chickens and three daughters. I have never worked for anyone but myself. I have had 30 years of waking up in the morning and knowing that I have to put the food on the table. I treat the customers like gold. And I have been well rewarded.