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BBB Accredited Business since

AdvoPay

Phone: (888) 570-2386 Fax: (877) 749-7445 9865 E 116th Street, #800, Fishers, IN 46037 http://www.advopayment.com


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BBB Accreditation

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

19 complaints closed with BBB in last 3 years | 5 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 3
Delivery Issues 0
Guarantee/Warranty Issues 0
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. 

Company Response:

"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

6 Customer Reviews on AdvoPay
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 6

Additional Information

BBB file opened: May 16, 2011 Business started: 03/08/2010 in IN Business incorporated 03/08/2010 in IN
Type of Entity

Corporation

Business Management
Mr. William Wise, President Mr. Greg Perry, Customer Service Director
Contact Information
Customer Contact: Mr. Greg Perry, Customer Service Director
Principal: Mr. William Wise, President
Business Category

CREDIT CARD PROCESSING SERVICE

Alternate Business Names
Advocate Merchant Solutions, Inc.
Industry Tips
Contracts
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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.