BBB Accredited Business since
Phone: (888) 570-2386 Fax: (877) 749-7445 9865 E 116th Street, #800, Fishers, IN 46037
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A BBB Accredited Business since
BBB has determined that AdvoPay 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 AdvoPay include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 19 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||11|
|Total Closed Complaints||19|
Additional Complaint Information
BBB files indicate that this company has a pattern of customer complaints. Specifically, complainants allege that the company misrepresented the terms of the contracts pertaining to cancellation policies and early termination fees. BBB contacted the company to address the pattern of complaints, on October 13, 2014.
BBB met with company on November 11, 2014 and discussed the pattern of complaint. After the meeting BBB requested in writing company's plan to eliminate the pattern of complaint.
"As an industry leader in Merchant Processing Services AdvoPay take great measures to ensure the complete satisfaction of each and every merchant client. Our mission is to exceed expectations while assisting our client's position their companies with a superior, competitive advantage in today's marketplace".
"Our business directives are simple. Provide informative and effective education that empowers our clients to meet their objectives. Remain on the forefront of innovation and technology providing the most up to date solutions and services to our clients. And last exceed our clients demands for transparency, speed and efficiency".
"While we continually satisfy the specific needs of the majority of our clients, every once in a while we cannot. Our dedication and determination to satisfy any issues or concerns is 100%, but again and unfortunately, there is a very small percentage that we cannot".
"As a result, Advopay has implemented to add something to the effect of follow up procedures regarding ensuring their clients understand AdvoPays early cancellation fee/term of contract policy in their script. AdvoPay has already initiated this communication on our quality assurance call for new merchant accounts. Very specific policy and procedures ensuring the greatest attempt to accommodate any future concerns that may arise as well as enhanced our informative literature, paperwork and communication with complete disclosure that is acknowledged by every new merchant client."
"We have now created the Agent Support Representative Position (ASR) that will be working directly with each W2 sales agent, currently 7 are internally employed and going through training. In this role the ASR will conduct all quality assurance calls with the Merchant in the early stages of account set up. Meaning, upon account activation the ASR will provide the initial scripted welcome aboard call reiterating the program guidelines, policies and terms of the agreement. At 30 & 60 days the ASR will conduct a follow-up call and upon completion will monitor account activity. At 90 days and every 90 days thereafter, the ASR or customer service will conduct additional follow-up customer communication calls". The company stated the positions would start training in January, 2015.
BBB will continue to monitor the pattern of complaints.
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||6|
Type of Entity
Business ManagementMr. William Wise, President Mr. Greg Perry, Customer Service Director
CREDIT CARD PROCESSING SERVICE