Complaints

This profile includes complaints for NW Payment Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NW Payment Solutions

  Washougal, WA 98671-9156

• 

  NW Payment Solutions

  4400 NE 77th Ave Ste 275 Vancouver, WA 98662-6857

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:01/16/2025

  Type:Order 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.

  My contract for card processing with them expired in November 2024. I called to put in a cancelation request. They said their cancelation team would get back to me. It's been two months, and they haven't gotten back to me. Every time I call the customer service, they say they can't give me a time estimate, they can't talk to a manager, and I can't call the cancelation department because they don't take calls. If I stop using the machine they charge an inactivity fee. They are essentially forcing me to stay. How long is it going to take them? Half a year, a year? No, I need this canceled, my contract is over.

  Business Response

  Date: 02/03/2025

  Good Afternoon ***,
  
  
  Thank you for contacting Northwest Payment Solutions! 
  We are sorry to hear you wish to cancel, you have confirmed with our cancellation department that you have switched to another provider who passes your merchant service costs to your customers at transaction level. Northwest ******************************************* is able to offer you the same great service and rates, we would love the opportunity to earn back your business. After reviewing the notes from your requests, it is documented that you have already stopped processing payments. Since your agreement is at term, we will close out your agreement but also have a team member reach out to you directly to answer any questions!
  We value and appreciate your business, 
  Northwest Payment Solutions

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22822695
  
  I am rejecting this response because: I never switched to another provider. Since the very first invoice back in November 2020, the invoices said Riverside Payments. I don't know what the deal is here, yes please make sure everything is cancelled and if you need the machine back, let me know where to send it. 
  
  Sincerely,
  
  *** ***** ********

  Business Response

  Date: 02/12/2025

  Thank you for contacting Northwest Payment Solutions. When calling into our service department in November, you confirmed that you wished to terminate services. 
  Northwest Payment Solutions has closed your merchant agreement, you must contact your equipment leasing company for any questions you may have in regard to your equipment. 
  If you have any additional questions about your merchant account, please do not hesitate to contact us! 
  Sincerely, 
  Northwest Payment Solutions

  Customer Answer

  Date: 02/12/2025

   
  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.
  
  Sincerely,
  
  *** ***** ********

• Initial Complaint

  Date:11/18/2024

  Type:Order 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 had a person come in & ask about my current POS system. I use square been super happy with it. ***** said we could get you lower fees than square, a free pos system, etc.. he had a paper where he called ************** approved me for fees that were 2.8%? I mean it wasn't a lot of difference but every ***** counts, opening a new business. I was weary & said so it's a free pos, no hidden fees etc.. he said just remember you'll be getting a FREE POS SYSTEM and lower fees to help your new business. Did not mention anything else until i got a letter in the mail later. He was on speaker phone with the person doing all the info and signing me, she sent me a docusign to my email which I opened and ***** scrolled with my phone (yes he scrolled the docusign & scrolled and told me to initial and sign each one told me its just the normal agreements for a free system and the fees that would be charged with transactions) Told me my free equipment would be in the ********* would be back when it was delivered to help transfer everything over to the new system. I got the equipment, he showed up after his wedding and helped transfer things over he downloaded things I'd "need" on the pos, without even telling me these were apps I'd need to pay for monthly, & the way I needed my system to operate I'd also have to pay a fee every month to make it a category screen. These things were not even mentioned when he talked about the system even when I asked square is free to do the category screen. This was more money. I said I don't like that I have to pay for that when my SQUARE is free. He said yes but your saving money in fees. I said okay, not knowing that one of the apps he downloaded is $54 extra a month also until receiving my bank statement, & another costing $5 extra. I haven't even started using this system b/c I was like no way there is something wrong here... & then I received a letter talking about monthly fees & a 4 year contract that was also never talked about! False info!

  Business Response

  Date: 11/19/2024

  Good Morning ******* ********, 

  Thank you for contacting Riverside Payments! 

  After reviewing your information, we have confirmed that your agreement is not with Riverside and in fact with NW Payment Solutions. 

  We have sent your request to their team so they may follow up with you directly! 

  Sincerely, 

  Riverside Payments

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22572580
  
  I am rejecting this response because:
  I have multiple voicemails, stating they are from riverside payments about my open active account. The main voicemail i get is *** from riverside from number ************ and other similar numbers telling me to call them back at ************ and other multiple numbers. I also have an **** who states in one voicemail she is from riverside and one from NW payment solutions. Which i have provided screenshot. A majority of them are riverside and only a couple being nw payment solutions. So is this how you do these deals? Say your another company because the horrible reviews that has come to my attention now after having all the same things happen?
  Sincerely,
  
  ******* ********

  Business Response

  Date: 11/30/2024

  Good Morning *******, 
  Thank you for contacting NW Payment Solutions! When signing for services, there was a quoted a savings of $40 a month against your previous provider.  Within this program, NW Payment Solutions provided a Clover Mini POS including a receipt printer and a swivel stand for your countertop. With the Clover Mini POS, there are apps within the software that are included with your system. There are also applications that have a third-party cost depending on which items you choose. Although Square's POS had all applications at zero cost, you were still paying more out of pocket with the system as a whole. NW Payment Solutions would love the opportunity to put more money in your pocket and save your business money! 
  Our support team has called, texted, and emailed you on numerous occasions to ensure that we are on the same page and answer any questions you may have. 
  Please give us a call back so we may speak with you on a plan moving forward. 
  
  
  NW Payment Solutions values your business, we look forward to working with you. 
  
  
  Sincerely, 
  NW Payment Solutions

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair 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 had the door to door sale and come and promise one time fees and no daily fees. No machine rental etc. it sounded great. Plus they said theyd take over my square loan so I wasnt paying two places. I signed up. Within a week I already got a charge. I called. They said oh we will take care of that. Two days later. Another charge. Oh thats just a small set up fee for our time a week later I got the machine. The whole time Im getting little charges. 5 here 3 there. Then when I set up the machine on my own the next day I get hit with a 99$ fee oh thats just your monthly fee! I said I set this up on my own and have had it on less than 24 hours and Im getting charged for the month?! No. Thats not ok. Take it back. Cancel everything. They gave me the run around and tried to save my business. Transferred me to nine different people that were supposed to help. Four hours later I get a very snarky woman on the phone who said fine you want to cancel thats fine. But you owe us 699$ for the contract and $699 for the machine. Whats the credit card number you wish to charge? I said *** im getting punished because you arent fulfilling your promises?! And she said sounds like a you problem. I said I want this escalated to a manager. This isnt right. And she said a manager isnt going to tell you any different. Whats the card number?! I said no send me to the cancellation department since I know you arent them. Youre just the person to try to hustle money out of me. She transferred me again. They took my name and acct number and said theyd process through and call me in a couple days to cancel. That was a month ago. Since then they have charge my account over 200$ in fees for not using their machine!! Its sitting in a box waiting to be sent back. This is a newer version of loan sharking and it should be illegal!!

  Business Response

  Date: 08/13/2024

  Good Morning! 

  Thank you for contacting Riverside Payments! 

  With the limited information we can see, Riverside Payments has confirmed your agreement was signed through Northwest Payment Solutions. 

  We have escalated your request to Northwest Payment Solutions and they will be contacting you directly, if you do not hear from them please give us a call!

  Sincerely, 

  Riverside Payments

  Business Response

  Date: 08/22/2024

  Hello ******, 
  
  Thank you for contacting Northwest Payment Solutions! We value and appreciate your business, after reviewing the details on your account - your business processed with us in June of 2024. When quoting your business, you were quoted on our Cash Discount Program, rewarding your customers for paying by Cash. With this program, there is a monthly $59 Equipment program along with a $39 Cash Discount program fee that makes up your monthly bills. These are the normal charges you will see on your statement & all included in your quote, see attached. 
  If you were charged before you were installed, we are happy to reimburse your business! If you choose to terminate services, there are penalties in place of the agreement. 
  We have escalated your account through management to listen to the calls you have referenced and will have a team member reach out to you shortly. 
  Sincerely, 
  
  Northwest Payment Solutions 

• Initial Complaint

  Date:05/03/2024

  Type:Sales and Advertising 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.

  A rep from NW Payment Solutions did an analysis of our credit card processing in summer of 2023 and presented a quote. I had numerous phone conversations involving the owner and VP. The rep ********* this was not a lease agreement and fees quoted were processing fees, nothing more. They told me they would give (no charge) ONE wired and ONE wireless card processer. They promised everything was guaranteed 100% to our satisfaction. We were asked to digitally sign an agreement (exact copy) of the quote the owner, VP, and rep had discussed in our meetings. NONE of this was true!! Unbeknownst to me, I had signed a contract which involved several different companies, not including NW Payment Solutions. A few days later I received TWELVE (12) terminals. I called the rep, who called the company. First, they said extras were sent, in case there was an issue with the ONE. I told the rep I dion't need any on hand if they were sending a replacement as needed. Second, the rep stated I had received twelve terminals because **** requires that many due to the monthly volume. TOTALLY UNTRUE! **** doesn't dictate the number of terminals. Immediately all machines were returned by ***** at my cost. We asked for copies of the contract and received two different contracts. Since these were digitally signed, we believe the signature may have been copied to other documents. Two companies (Cascade and Finova) were given our information without our consent or knowledge. They continue to draft from our checking account for a closed account. We never lease any equipment and pay in full when purchased. The total of the lease only for the twelve machines is over $93,000 (purchase price on all is *** $3,600) We NEVER opened, activated, or processed one single transaction. The rep who signed the contract and stated he personally inspected our site is not the rep who did the quote. This company is deceitful, unethical, and a textbook definition of fraud in their business practices.

  Business Response

  Date: 05/06/2024

  
  Good Afternoon ***, 
  Thank you for contacting NW Payment Solutions! In March of 2023,  your business signed an agreement with a total equipment package of $1929.00 based off of $486,330.58 in monthly volume. 
  Within that program, your business is set to save over $31,000 annually! With your business processing over $5.8 million on an annual basis, the appropriate equipment and package must match to maximize your savings. 
  
  
  Each time NW Payment Solutions attempted to install your system, you canceled the appointment to set up a new one in the future. This continued through June of 2023; our team then escalated your account through management to ensure that we spent dedicated time with you and to help keep your confidence through the install process. 
  Only receiving responses from you via email - management could not get a clear indication on why you wished to cancel outside of the concern for the amount of equipment you had received. 
  To address your concerns with the signatures placed within the agreement, you walked through each page that you had placed your signature on at the time of signing by our National Sales Manager. 
  Immediately following the completion of your documents, copies were sent to your email for your documentation and review if need be. 
  We do understand there were charges from your active account, ********************** is more than happy to reimburse you for these charges if you agree to install your system and move forward. If you are still wishing to proceed with termination, you are responsible for the terms and conditions of the agreement in place. 
  
  
  Please give us a call directly if you would like to discuss this further at ************, we value your feedback and look forward to working with you.
  
  
  NW Payment Solutions

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair 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 NW payment solutions to use as a credit card processor based on a rate comparison and promises to save money. When trying to sign my account I even had a phone call with the owner who was very nice and promised me that they always do their best to work with their customers and give the best possible service and price. My experience with them has been anything but that. When after I reviewed everything with the rep, who was new to working with them and happened to be a personal acquaintance, I was asked to docu-sign the agreement. I was told that I was going to just be giving a digital signature to everything that we had gone over in person, that it was the same paperwork, just a digital version. That was a flat out lie. I unknowingly signed into a contract with apparently 3-4 different companies, The worst of all a what is an egregious "lease of equipment" totaling ****** of an equipment package that has a retail value of approx *****. For 5 data terminals, when I specifically ordered 2. When I asked why so many were sent they told me that they always do that to make sure we have backups. Since then we have charges coming through our bank automatically drafted out, that we can't understand what they're for. We call sit on hold for approx 20 minutes with a recording saying there is a high volume of calls and then were disconnected. This company is unethical and deceitful in their selling practices, the rates have actually been more expensive than my previous processor and the customer service does not exist. In my 23 years of doing business I have never had such a infuriating and dissapointing experience with a company.

  Business Response

  Date: 02/15/2024

  ***** signed up for our services on 9/18/23 at which time we went over all costs and that we could save her money on her processing services. We even gave her a letter of guarantee for this. We do all of our agreements over Docusign, so this was all emailed to her and she had the time to review them beforehand and also as our sales manager was going over them with her on the phone, so that she could ask any questions she may have had. On this date everything was signed, she received copies of everything she signed at that time via Docusign and we moved forward with setting up her account. About a month later on 10/19 ***** called in questioning everything, saying she didn't like the way we do things, etc. After several phone calls and re-explaining everything she agreed to move forward. On 2/6/24 we had one of our customer service reps call and email her to check in and make sure that everything was going good. (We like to check in with our merchants from time to time to make sure everything is going smoothly an answer any questions or concerns someone might have, as we strive to provide great customer service). We heard back from her the following day that she didn't think she was saving money with us and was questioning charges from the leasing companies. Our customer service rep immediately offered a rate review to address her concerns. Over the next few days we did a rate review and confirmed she is saving with our company compared to her previous company and provided to her a break down of what the fees are from the leasing companies for the equipment. We weren't really given a chance to address any of her concerns before this negative review was made. At this time, we hope we have answered all of her questions and concerns.

  Customer Answer

  Date: 02/26/2024

  The response the company gave is false. They lie, continuously. Snake oil salesman.... I would not expect anything different. They have consistently behaved in an unethical manner. I was never given the option to not "move forward" The contracts do not match original paperwork and the fees Im being Auto deducted do not match the contracts. 

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 met with NWPS in May of last year. It sounded like a product that could be valuable, so I expressed interest. I was told that I could do everything with the new credit card processing that I currently do. They sent the hardware, I installed it, and we changed the processing merchant. It turned out there was no way for me to do some of things that we currently do, that are absolutely necessary. We tried to make it work and it didn't and it wasn't going to. The tech that I worked with agreed and I told him I would like to revert back to what we were doing and this turned out to not be a viable option. That was in August. I called in September to tell them, we need to undo all of this and they understood and asked me to return the hardware, which I did the same day. That was in October. They confirmed they had received the hardware and I explained that I would like all of my money back because I did everything I was supposed to do and the solution did not work. I called in November because I was still getting charged. ********* told me she would call me the next day with a resolution. She never did. I was charged again in December, so I called again and spoke to ********* and she said that it could take a month to get charges stopped. I called back in December and ********* said she would look into it and call me the following day. She never did. The only option I have is to close my business account, and open a new one just so QUIT CHARGING ME FOR SERVICES THAT I CANNOT USE. If they can't get this figured out and reimburse me, I will pursue legal action. This has all of the ear marks of a SCAM. I get told on the phone what they want me to hear and then they do nothing.

• Initial Complaint

  Date:10/24/2023

  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 with NWpaymentsolutions for them to ingrate my exciting POS system and become the 3rd party credit card processor. After 4 months of technical, misleading information, miscommunication, hidden 4th party partner (cascade euipment leasing) but mostly charges on my account bank that were unwarranted, i have put a stop to the integration process.Since 10/12/23, i have requested refunds and return labels for equipment so my account(s) could be closed.They have ignored me.

  Business Response

  Date: 11/06/2023

  From the time ******* signed on with us, we were actively working on integration for ********************** and were also in active communication with ******* during this time. We did run into an integration issue that caused a slight delay but we were able to overcome it and continue moving forward. Please see email attachments of timelines. During this time because ******* had an active account with us, she did accrue some monthly fees. We did however refund those and let her know numerous times that we would refund any charges she incurred before she was fully up and processing. We told her this verbally and written in emails. Again, please see attached emails. Her claim that nobody communicated with her after 10/12 simply isnt true. I have attached screenshots of notes from conversations and emails with ******* after this date. ******* placed stop payment on her account after she decided she wanted to cancel services so there are no refunds due at this time. Please see attached letter from our attorney to her communicating this. We have sent her return labels to return our equipment and closed her account.These return labels were emailed to ******* on 10/31. 

  Business Response

  Date: 11/06/2023

  Missed this attachment showing multiple communications with ******* on 10/17.

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20776724
  
  I am rejecting this response because:

  None of technical issues of equipment or communication about said equipment are of matter.

  My complaint is about how they handled the financial aspect of our agreement/contract. Eventhough I have returned the full 2nd set of POS system hardware ( that never unpacked, installed or activated), i have only received 1 out of 3 refunds. See attached documents.
  

  There is also the matter of CascadeEquipmentLeasing, a leasing source 3rd party they shared my business financial WITHOUT my knowledge and is still claimed I owe them.

  Neither of those accounts are closed per my knowledge. The CascadeEquipmentLeasing should have never been opened, it is NW payments Solutions responsibility to make sure it is annulled. After the last of my refunds, our NW payment solutions may be closed.
  
  Sincerely,
  
  ***************************