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Business Profile

Credit Card Merchant Services

Total Merchant Services, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Total Merchant Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:08/02/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Called to cancel my contract in June for ******************* card, ******************* Total Merchant Services. We are now in August and was billed twice. The August **** I was charged *** more for inactivity fee which is ridiculous since I cancelled in June to terminate the contract. According to the employee whom I have been texting, stated they **** NOT cancel or even start the cancellation until I pay the termination fee. I refused, because they lied to me about the contract (seller stated that what I was signing was actually to maintain the machine, not a service contract). I refuse to submit any payment such as termination fee without getting a confirmation that they received and approved my return. I feel cheated, lied, and now they are refusing to allow me to return the products because they want to get paid first. I read through their contract, and it doesn't say anywhere about paying the termination FIRST before I make the return of the card machine. As a business, it doesn't seem right that they want a $375 fee vs. $1500 card machine first. However, as I read further through their contracts, it seems that this company only allows 10 days to mail the card machine back, or else the customer **** need to pay it back in full. This is exactly what I am trying to avoid. My small business has suffered, they have con-me into this machine service where the employees are rude, un-empathetic, sales people LIE, and now, are making it very difficult for me to return these products and cancel their services while they keep charging me exacerbated fees.

      This business should not be in business anymore, they rip small businesses, and when you call to ask for a manager they refuse.

      Business Response

      Date: 10/31/2022

      Business Response /* (1000, 5, 2022/08/24) */
      August 24, 2022

      *************************************
      Attention: ********************, Complaint Specialist

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

      Re: ********************
      Our Merchant No: ****************
      Case No: *******

      Dear Ms.********:
      ********************************************** Total Merchant Services (TMS) is in receipt of your Complaint dated August 12, 2022. We apologize for any inconvenience this may have caused your company. ******* acknowledges your request to cancel and close your merchant account; the above-referenced account was closed on August 12, 2022.

      In addition, ******* are in receipt of the Terminal equipment; subsequently, the Early Termination Fee (ETF) for $375.00 was waived. No further collection activity would be taken against your company; all remaining outstanding balances were waived.

      If you have any questions or need additional information, please contact our Customer Service Team at ***************************************************************
      Sincerely,
      *** Escalations
      **********************


      Consumer Response /* (3000, 7, 2022/08/30) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      On August 3rd I submitted the payment of $303 because if I did not pay, I was unable to send the product. The sales person gave me a "discount" for the early termination fee. According to her, the sales representative who helped me get my account put me in a plan that was not convenient for my small business. If you "waived" all charges where is the money that I already paid?? I dont think that the *** appreciate's you lying!


      Business Response /* (4000, 12, 2022/10/10) */
      ***Document Attached***
      October 10, 2022

      *** ***********
      Attention: ********************
      Complaint Specialist/************************

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

      Re: ********************
      Our Merchant No: ****************
      Case No: *******

      Dear ***********:
      *********************************************** Total Merchant Services (TMS) arein receipt of your rebuttal dated September 5, 2022. We apologize for any inconvenience
      this may have caused your company and are pleased this matter has been resolved.
      On September 29, 2022, your company was advised the Agent is an Independent
      Contractor for *******; therefore, the Agent is unable to enforce the Terms and
      Conditions of the Merchant Processing agreement, specifically, processing a refund for
      the Early Termination Fee. (ETF). However, in an effort to resolve your dispute,********************* will process a one-time courtesy credit for $151.50.The refund was
      electronically transferred to your bank account. Please allow 24-48 hours for the refund
      to post to your account.
      Again, if you have any questions or need additional information, please contact our
      Customer Service Team at *************************************************** Thank
      you.

      Sincerely,
      *** Escalations
      **********************

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