BBB Business Review

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Description

Merchant Choice Payment Solutions Inc is an Agent of Woodforest National Bank providing merchants with an array of debit, credit and other payment solutions.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Merchants' Choice Payment Solutions, Inc include:

  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Merchants' Choice Payment Solutions, Inc include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 82 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

82 complaints closed with BBB in last 3 years | 20 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 30
Billing/Collection Issues 9
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 42
Total Closed Complaints 82

Additional Complaint Information

Since September 2013, the BBB Houston & South Texas have received several disputes that exhibit the following pattern. 

According to disputes received at the BBB, it has been alleged, that Merchant’s Choice Payment Solutions, Inc. is using deceptive sales practices to sell new credit card machines to companies.  Complainants are informed by Merchant’s Choice that their current credit card machine carrier and the current machine need to be replaced to meet  Payment Card Industry Data Security Standards.  Upon realizing that they are now dealing with a new company, attempts are made to contact Merchant's Choice which go unanswered and subsequently the complainant would be under contract with Merchant’s Choice Payment Solutions, Inc. for 2 – 4 year.  Consumers also allege the annual fee, monthly fee and PCI charges were waived by the sales person but when their first bill arrives, these fees are included.  When complainant tires to cancels prior to end of this long contract, a large cancellation fee is charged.    


Please understand that this company is not an accredited member or registered with the BBB. However, the BBB processes disputes for both accredited and non accredited businesses. Disputes are reported once they have closed and will remain on the company’s report for 36 months.  


Merchants’ Choice Payment Solutions Would Like You To Know

 

Upon investigation of the complaints identified by the BBB, Merchants’ Choice Payment Solutions (“MCPS”) has confirmed the following:  (1) neither it nor its independent sales agents ever indicated that MCPS was a Complainant’s current processor; (2) the Complainants executed documents clearly identifying MCPS as the payment processor with whom they were applying for merchant services, and in some instances, acknowledged that they were cancelling their processing services with their former processor and switching to MCPS;(3)MCPS and each sales agent identified MCPS repeatedly during the telephone conversations.

A.  “Merchants’ Choice Payment Solutions, Inc. is using deceptive sales practices to sell new credit card machines to companies.”

First and foremost, MCPS does not even sell credit card machines. Further, MCPS does not use deceptive sales practices to sell credit card machines.  MCPS provides payment card processing services and may provide processing equipment to the merchant at no cost or, in limited instances, through a third-party equipment lease, as part of those services. Merchants may always use their own equipment as long as it is compatible with MCPS payment card processing services. MCPS provides accurate information to prospective merchants and sales practices are not “deceptive”.

MCPS clearly identifies itself to prospective merchants in calls, recordings and documents.  All documents executed by merchants include the Woodforest National Bank name, and MCPS name or in certain instances the name of the independent sales office on each document.  Merchants executing Free Equipment Placement forms acknowledge that MCPS is providing the equipment at no cost and merchants that execute Notice of Cancellation of Previous Bankcard Processing Account forms acknowledge that they are fully aware of the fact that they are electing to change their existing processing company to Merchants’ Choice Payment Solutions.  Merchants also receive monthly account statements provided by Woodforest National Bank and customer service calls are answered in the name Merchants’ Choice or the name of the independent sales office offering MCPS product and services (if the merchant contacts the independent sales office directly).

B.  “Complainants are informed by Merchants’ Choice that their current credit card machine carrier and the current machine needs to be replaced to meet Payment Card Industry Data Security Standards.”

MCPS does not inform Complainants that their current credit card machine carrier needs to be replaced to meet Payment Card Industry Data Security Standards. MCPS’ independent sales agents inform merchants and prospective merchants about mandatory PCI PED updates that are required by the payment card industry data security standards (“PCIDSS”).  They may also inform them of the upcoming EMV chip technology that older credit card machines are not set up to accept.  If a merchant wants to replace their equipment with PCI PED approved or EMV ready equipment and wishes to sign up for MCPS payment card processing services, independent sales agents may provide new equipment with these features to them at no cost.

C.  “Upon realizing that they are now dealing with a new company, attempts are made to contact Merchants’ Choice which go unanswered and subsequently the Complainant would be under contract with Merchants’ Choice Payment Solutions, Inc. for 2-4 years.”

MCPS strives to respond promptly to all merchant inquiries and concerns in a timely manner; however, as with all large businesses, there are occasional isolated instances where this does not happen.  Such instances are promptly investigated and changes are implemented when necessary to ensure that similar incidents do not occur in the future.  MCPS has discovered that in a majority of the complaints MCPS or an independent sales office responded to the merchant within 24-48 hours of their call, but the representative was unable to speak to the Complainant because they were unavailable.

D.  "When Complainant tries to cancel prior to the end of this long contract, a large cancellation fee is charged.”

MCPS payment card processing agreements provide for a standard early termination fee in the event the merchant terminates the agreement before the expiration of the current term; however, in most cases, merchants have 45 day grace period in which to cancel their services without incurring the early termination fee.  Our early termination fee is normally $495,which is typical for the payment card processing industry.

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Merchants' Choice Payment Solutions, Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 4
Total Customer Reviews 4

Additional Information

BBB file opened: October 16, 2008 Business started: 08/01/1989 in TX Business incorporated 08/01/1989 in TX
Type of Entity

Corporation

Business Management
Mr. Todd Linden , CEO Mr. Giovanni Diano, CFO Ms. Sophia D. Garza, General Counsel
Business Category

PAYMENT PROCESSING SERVICE

Alternate Business Names
Delta Card Services MCPS

Customer Review Rating plus BBB Rating Summary

Merchants' Choice Payment Solutions, Inc has received 3.01 out of 5 stars based on 4 Customer Reviews and a BBB Rating of B+.

BBB Customer Review Rating plus BBB Rating Overview
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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.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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.