Complaints

This profile includes complaints for Electronic Merchant Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Electronic Merchant Systems has 9 locations, listed below.

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  Electronic Merchant Systems

  250 W Huron Rd Ste 400 Cleveland, OH 44113-1451

  
• 

  Electronic Merchant Systems

  1 Belmont Ave Ste 410 Bala Cynwyd, PA 19004

• 

  Electronic Merchant Systems

  9277 Centre Pointe Dr Ste 105 West Chester, OH 45069

• 

  Electronic Merchant Systems

  9450 Bryn Mawr Ave Ste 260 Rosemont, IL 60018

• 

  Electronic Merchant Systems

  8200 W Interstate 10 Ste 602 San Antonio, TX 78230

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancellation of the service that they provide was almost impossible; after months and thousands of dollars spent on a product that was not used, however they did make sure to continue the monthly service fee - even after they had been told to no longer debit the account. Product was only used for a very brief period of time and cancellation was requested. The cancellation fee was a ridiculous amount for the use of a product for a short period of time. We are requesting that all of our funds are returned to us.

  

  Business Response

  Date: 08/22/2023

  Dear Ms. ********, 

  Thank you for taking the time to work with ***** ***** in our Retention department. This letter is to confirm your Electronic Merchant Systems processing account has now been closed. The account remained open as multiple cancellation forms were sent out to your business but were never signed and returned. EMS has made a business decision to initiate a refund per your desired settlement. 

  At this time, EMS will consider this matter resolved. 

   

  Sincerely,

  *** ** ********

  Director of Client Services 

  Customer Answer

  Date: 08/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** ********
  
  
  
  
  

• Initial Complaint

  Date:07/31/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We’ve expresse* numerous times before an* *uring our 2-year contract which began May 2021 that we woul* not be renewing with EMS. We've experience* several issues with the billing an* software throughout our contract. The reason we initially chose EMS was *ue to the one-on-one attention through an Account Manager an* another local business to receive equipment/assistance more quickly.
  Our Account Manager was a*vise* in person an* over the phone again an* again throughout the contract which was one of the purposes we were tol* why we ha* an Account Manager for communication. *uring the signing of our contract, it was specifie* that we woul* pay for our equipment to own at the en* of our contract. We were never a*vise* that we nee*e* to communicate with someone else about not renewing our contract because 1) that was not the original terms of the contract an* 2) we worke* only with the Account Manager from *ay one even before the changes that were internally ma*e with EMS. An* we were never tol* to reach out separate from our Account Manager to EMS about our contract en*ing.
  Now we are being tol* that EMS has automatically renewe* us with another 2-year contract which is furthest from what our agreement was speaking with our Account Manager. We've also expresse* at the en* of our contract that we were looking for other options outsi*e of EMS for our transaction nee*s.
  We also inquire* about a monthly option using SwipeSimple since our business nee*s have change* an* were met with aggressive *eman*s of showing proof of not wanting to renew in writing an* being force* into a new contract. Over the past weeks in June/July 2023, we’ve forwar*e* emails to the Sales Retention *ept., spoke with our Account Manager, as well as ma*e attempts to contact corporate to en* this situation with a ticket# ******* that was provi*e*, but no one is calling us back. We woul* no longer like to continue any relationship with EMS an* want this ongoing issue resolve*.

  

  Business Response

  Date: 08/04/2023

   *ear Ms. ***,

  This letter is to confirm your Electronic Merchant Systems processing account has been close* without penalty or early termination fee. 
  At this time, EMS will consi*er this matter resolve*. 

  
  Sincerely,

  *** ** ********

  *irector of Client Services

  Customer Answer

  Date: 08/07/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewe* the response ma*e by the business in reference to complaint I* ********, an* fin* that this resolution is satisfactory to me. 
  
  
  
  Regar*s,
  
  
  
  * ***
  
  
  
  
  

• Initial Complaint

  Date:07/29/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been with ems for about a year. They are outrageously high in price and and ive been trying to cancel for months. They gave me the phone number to their help desk and they lead me around every time and would not ever transfer me where needed.. I never even used their service as my site didnt do that well. Recently i had a medical emergency come up and have been unable to pay for a few months(which somehow racked up to 400 dollars when its only 30 a month and no transacations have been made and attached a almost 600 dollar cancellation fee.. i cannot afford this and this company should be ashamed of these terrible business practices. Do not work with them.

  

  Business Response

  Date: 08/04/2023

  Dear *** ********, 
  This letter is to confirm your Electronic Merchant Systems processing account has been closed as the result of returned month end fees. At this time EMS will not pursue collections, and will consider this matter resolved. 

  
  Sincerely,  

  *** ** ********

  Director of Client Services

  Customer Answer

  Date: 08/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this business as my Credit card processing company to process my CCs I accepted at my business. I was offered a much lower rate by another company so I accepted only to find that I was "auto renewed" into a contract with EMS every year and I did not know that. Then when I tried to pay the cancelation fee the price kept going up with every person I got in contact with. Then they told me to provide documentation of my new rates and told me they would cancel my contract for free if they could not beat the new rates so I provided the info requested and they just keep moving the goal post in other words. They keep changing what they want and want from me all the while I am paying their monthly fees. And the scam goes further, I have to perform an online security check for them and I always do this but if I dont do it I get charged and extra 35-40$ per month, well I am still dong the online security checks ups for them but now all of the sudden I dont pass the check ups and I am getting charged the extra money. I have a bunch of emails as documentation of all of this and the flaming hoops they had me jump through. They hid the fact I was auto renewed into another contract and are playing games making me get a bunch of info and telling me I need more info, the cancelation fee started at like 300$ and is now 700$

  

  Business Response

  Date: 07/21/2023

  Dear *** **********,

  This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. I would like to apologize for any inconvenience. 
  At this time, EMS will consider this matter resolved. 

  Sincerely,

  *** ** ********

  Director of Client Services 

  Customer Answer

  Date: 07/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  *** **********
   
  
  
  

• Initial Complaint

  Date:07/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Electronic Merchant Systems (EMS) Customer Service,
  
  I hope this email finds you well. I am writing to inform you that I have fulfilled the terms of my 18-month contract agreement with EMS and have decided not to renew my contract. As a result, I kindly request the following actions be taken:
  
  1. Contract Termination: Please consider this email as my official notice of contract termination. I would appreciate it if you could confirm the termination date in your response.
  
  2. Fee Reimbursement: I request a reimbursement for "semi-annual tech upgrade and update" $75 fee. As I will no longer be utilizing EMS services, I believe it is fair to receive a refund for this fee.
  
  3. Release of Rolling Reserve Funds: Upon account closure, I kindly request the release of all funds held in the rolling reserve associated with my account. Please provide information on the process and timeline for this.
  
  Furthermore, I would like to express my disappointment with the overall experience I have had while conducting business with EMS. Unfortunately, my time as your customer has been unsatisfactory and has not met my expectations.
  
  I would appreciate prompt action on the aforementioned matters, as well as a written confirmation of the actions taken. Kindly respond to this email or contact me at the phone number associated with my account to discuss any further details or clarification you may require.
  
  Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business Response

  Date: 07/19/2023

  Dear Ms. *********

  This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. All monies held in reserve have been released. 
  At this time, EMS will consider this matter resolved.

  
  Sincerely,

  *** ** ********

  Director of Client Services

• Initial Complaint

  Date:07/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been a customer since 2019. We have had a plethora of customer service issues in the recent months. Our banking information was deleted and we stopped receiving deposits. This issue alone took weeks to resolve. We then had to fill out all new banking information and supply voided checks, even though it was the same account and we never changed it in the first place. We asked several different agents how our bank information was changed/deleted in the first place and never got an answer. Most recently, we were updating information for a single location and the agent called the account contact person (Greg Ventrice) at a different location to verify, but he was not expecting the call and said he wasn't sure because he did not have anything to do with that location. While totally true, it was inferred by customer service that he did not have anything to do with the "company", when in fact he was only referring to the specific location, and that then started a whole different problem because of that misunderstanding, which resulted in the disabling of the terminal for that location. We tried calling customer service multiple times, but were redirected in an endless loop that always ended in a voicemail box where messages went unreturned. That was the last straw. It was easier to change vendors than keep trying to explain stuff and correct their misunderstandings. Their customer service has fallen off a cliff. Most issues take 2 or 3 different agents to resolve simple problems. We told the agents a number of times in the last few months that if customer service did not improve we were changing vendors. We were serious. They are now attempting to charge us $$595-795 per location (4) as a result of our notification that we have changed vendors and are cancelling services. This is unacceptable, as it is their non-performance under our agreement that resulted in our cancellation. Active Ticket number with them for cancellation is *******.

  

  Business Response

  Date: 08/02/2023

  Dear Mr. *******,

  This letter is to confirm your Electronic Merchant Systems processing accounts have been closed without penalty or early termination fees. I would like to apologize for any inconvenience. 
  At this time, EMS will consider this matter resolved. 

  
  Sincerely,

  *** ** ********

  Director of Client Services 

• Initial Complaint

  Date:07/02/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've requested my full rolling reserve and any other amounts they're holding from me be released immediately weeks ago and haven't heard anything despite my account being closed then.

  

  Business Response

  Date: 07/06/2023

  Dear Mr. Lawson,

  This letter is to confirm your Electronic Merchant Systems processing account has been closed and all monies held in reserve have been released. 
  At this time, EMS will consider this matter resolved. 

  
  Sincerely,

  Jon C. Butinski

  Director of Client Services 

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  On 6/14/23 I was informed my rolling reserve was $287.73 as at that point they were holding 100% of my sales.
  
  It has not been released yet.
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 07/11/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Good morning Marqus,
  
   
  
  Funds were released 7/6.  Can you verify they were received?
  
   
  
  Thanks,
  
  JB

  Customer Answer

  Date: 07/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Yes, I did finally receive them. Thanks. 

  I just wish they made it more clear or even released them sooner.

  
  Regards,
  
  
  
  **** ******
  
  
  
  

  
  

• Initial Complaint

  Date:06/01/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with EMS in October 2020 and was promised by the representative to have no termination fee. After switching services in April 2023, I called in to send their machine back and was told I could not cancel unless I spoke with a specific department. They would not give me the number to this person, and it took several hours, weeks and calls to even get someone on the phone. They refused to send me the original contract and claimed I had a $800 termination fee for leaving. After several hours of wasted time, I finally found someone who agreed to send me the original contract which showed an early termination fee of $595 - less than what they quoted me. I sent back the machine they provided and need to get my account closed, they are still charging me every month and refusing to help me close the account down without threatening me with an $800 fee.

  

  Business Response

  Date: 06/08/2023

  Dear Ms. ******, 

  Thank you for taking the time to speak with ***** ***** in our Retention department. This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. 
  At this time, EMS will consider this matter resolved. 

  
  Sincerely,

   *** ** ********

  Director of Client Services

  Customer Answer

  Date: 06/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20130849, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Andressa Vieira
  
  
  
  
  

• Initial Complaint

  Date:05/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never write negative reviews or reviews at all until this particular business ran off with $5,034 in my customers money, and I have seen all of the negative complaints before even starting with this business but I figured it was just ignorant people (its not). I signed up with authorize.net who then referred me to payment cloud who also doesn't let you know that they dont do anything but refer you to another system, although Melissa Daleske from payment cloud is amazing! They then signed me up to this business where I was approved after having to unfreeze credit and other things. I had some issues I ran into even after being approved and the only people that helped me was authorize.net after emailing payment cloud & this business. I hyped up my clothing drop on social media and my customers ended up grossing $4,315 first day and then the next day $719 and then I ended up selling out of all clothing. Everything was amazing until a few days later where I tried to login to Ems data and it said my login id or password was incorrect so I put in my login id on the forgot my password page, and I kept getting an error. I emailed and everything and got no response until I finally realized they had ran off with my $5,034 off my customers hard earned money. I have had no chargebacks or nothing, my customers have been waiting and patient for this clothing drop for a month and this business ran off with my customers money. My customers are still waiting for their clothes and to send all of my customers their clothes I would need the $5,034 to pay my supplier but I can't because this business stole the money. I have contacted an attorney to see if I can pursue a case for the stolen money and he said yes. So if the $5,034 is not returned to me to fulfill my customers orders immediately and chargebacks start to pile up I will start not rethink of pursuing a lawsuit against this company. If your thinking about processing with this company PLEASE RETHINK!

  

  Business Response

  Date: 06/26/2023

  Dear Ms. ******, 

  Thank you for taking the time to work with ***** ***** in our Retention department. This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. We have also initiated refunds to your customers per your desired settlement. 

  At this time, EMS will consider this matter resolved.

   

  Sincerely,

  *** ** ********

  Director of Client Services 

• Initial Complaint

  Date:05/24/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with EMS through Payment Cloud March 2021. I was told that 10% of all monies received, through sales, would be held in escrow as a “reserve;” like a savings account. I called EMS to cancel my services in March / April of 2023. I was told by the representative that my contract was automatically renewed. I told the representative that I was never told that the account would automatically renew, and that that information was left out during sign up. I was sent a termination form, which was one sided and very aggressively written, to their benefit. Today, I received a letter from EMS stating that my bill is $484.94! $395 for the early termination fee, and the remaining for a “FEE returned: payment stopped.” Well in advance, I told EMS that I wanted to cancel my services and that they weren’t authorized to withdraw money from my account anymore. Per the letter, they attempted to take money from my account against my request and permission. I rarely used the services, I fulfilled my contract, and paid monthly fees for a dormant / unused account. I shouldn’t have to pay a termination fee nor any other fee. EMS is very sneaky, and has very shotty business practices. This is very bad business.

  

  Business Response

  Date: 06/05/2023

  Dear *** ******,

  This letter is to confirm your Electronic Merchant Systems processing account has been closed without penalty or early termination fee. EMS will not be pursuing any additional collections. 
  At this time, EMS will consider this matter resolved. 

  
  Sincerely,

  *** ** ********

  Director of Client Services