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BBB Accredited Business since
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The Merchant Store specializes in electronic payment services for small to medium size businesses and non profit organizations.
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A BBB Accredited Business since
BBB has determined that The Merchant Equipment Store meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for The Merchant Equipment Store include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Peter Estep, President Mr. Joe Brannon Mr. Jamie Estep, Vice President
Credit Card Processing Service Credit Card - Merchant Services Point of Sale Systems Financial Services Office Supplies
Hours of Operation
|M||:||8:00 AM - 5:00 AM|
|T||:||8:00 AM - 5:00 AM|
|W||:||8:00 AM - 5:00 AM|
|Th||:||8:00 AM - 5:00 AM|
|F||:||8:00 AM - 5:00 AM|
|For after hours, weekend, and holiday support, please call 800.898.3436.|
Method(s) of PaymentAll major credit cards, Paypal, Google wallet, traditional ACH bank drafts, cash.
Alternate Business NamesThe Merchant Store, Inc. US Point of Sale
Industry TipsFinding a financial planner
5725 W Highway 290 Ste 105
Austin, TX 78735 (800) 928-6117 (888) 979-7112 (800) 357-4984 (888) 434-7331 (800) 898-3436 Directions
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Additional Phone Numbers
- (800) 928-6117(Phone)
- (888) 979-7112(Phone)
- (800) 357-4984(Phone)
- (888) 434-7331(Phone)
Additional Web Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: I obtain the credit card processing service on month to month basis per my conversation with sales person. After using for few months, as this service appears not working well for me, I cancelled. I return the credit card processing machine but they are not refunding $ 250.00, which they collected from my payment collection for which they have first access.I called numerous time to resolve the issue by refunding the money. But they are refusing to refund.
Desired Settlement: I am looking for my refund.
Read Complaint Details
Complaint: We signed with this business to handle our gateway account for our business after they promised a price match/beat from another gateway company we were talking to. We spoke with a manager there by the name of ****. **** e-mailed us the month to month contracts saying we should go ahead, sign them and start the process as it may take a while but that they wouldn't start billing us their flat monthly fee of $15 till Sept. (the fee was supposed to include everything, statement and all which is the match up price for the other company). we weren't set to launch our business till December, so we may pay couple of months worth of monthly fees without needing their service just yet, but better have the account set up and running early than late since it takes a while in the under writing process we were told and we were okay with that . We signed in July, our application was approved beginning of August, few days later, multiple charges hit our account, we can't tell who or what it is, there's no contact information in the transactions, no business name no phone number, nothing, our Bank (Chase) can't tell us much about those transactions because mainly they see what we see, except that whoever this is banks with WellsFargo. We called wellsfargo but they wouldn't tell us anything, understandably so as they were protecting the privacy of their customers. We finally started calling everyone we talked to about doing business with and everyone we signed with to do business with to try to figure out who's billing us for those unauthorized amounts, meanwhile we disputed the charges with our Bank since we couldn't figure out who it was billing us and we never authorized those charges. We find out later that the type of transactions they were billing us is classified as "ACH" which allows us only 24 hours to dispute so we couldn't reverse the funds or do anything about it. We finally were able to verify that the Merchant Store were the ones billing us, we tried to talk to ****, called over the course of 2 weeks and e-mailed multiple times with no reply, we finally called and we asked to speak to anyone and canceled our account with them after explaining how disappointed we were, the person on the phone was very rude, long story short, it took them several days and multiple calls to get the cancellation note from them, we finally received it on Sept. 5th, come to find out days later that they must've been stalling to send it because they went ahead and billed us, again, on Sept 4th which is why they didn't send us the signed paper till the 5th. Furthermore, although we have had our singed copy of the cancellation for over a month now. they have billed us twice since and there's nothing we can do about it, we were told by our bank again because of the way they are billing us, except put a "stop" with our bank with their company's name which costs $30 or completely close down the account. We have made one more attempt to resolve this with the merchant store today, once again, very rude, we were told that we should have asked for a refund before our account was closed, which we did several times and because they had lied about the amounts they were going to bill us as well as the the dates and they were completely rude saying they are not giving us any refunds and pretty much there isn't much we can do about it is why we canceled in the first place, they said now that the account is closed there isn't anything they can do which is the same response we got from them before we closed the account except it was we can't give you any refunds because your account is active. We have tried our very best to resolve this issue with them, we signed with them in good faith, with the full intentions to do business with them after we were talking to another company because they had the illusion of an outstanding customer service in the beginning and they promised to match the other company's prices. **** was very helpful and nice in the beginning, pretty much up to when we signed then we couldn't get him to return calls or e-mails. Might be our fault for not reading the fine prints, but he had a copy of the other company's prices and he committed to matching everything plus they have the BBB on their site so we trust dealing with them, this is the first time we open a business up, lesson learned. Turns out he's charging us $25 monthly fee instead of the $15 he had committed to and he had said it includes everything including statement fees but they are billing us for statements, that we never received by the way since there isn't a business running yet, on top of the $25, they also charged us a set up fee which he committed to it being waved. We have multiple charges we area dealing with a little shy of a $100 and i am going today to close our bank account so we wouldn't have to deal with further charges from them. We are very disappointed.
I will certainly be willing to look into this for you.
Thanks for the information.
Read Complaint Details
Complaint: Without a statement or my authorization they removed from my business account an early close out fee.
The Merchant signed a 3 year processing agreement on Oct 4th 2013 with a $250 early termination fee (ETF). The terms of the ETF can be found on the third page of the attached document in under the Rate Schedule.