Ripoff Report Verified™ REVIEW:
EDitor’s UPDATE: Positive rating and recognition has been given to Wholesale Merchant Services
for its high level of dedication to its customers, employees and outside sales team.
Founded in 2007, Wholesale Merchant Services remains highly dedicated to their customers, employees and network of outside Canadian-based sales representatives. Wholesale Merchant Services offers EMV compliant terminals and equipment backed up by expert LIVE customer service and technical support 24x7x365. Wholesale Merchant Services is 100% committed to the growth of small to midsize Canadian merchant customers and the success of their employees and sales team.
Ripoff Report’s discussions with Wholesale Merchant Services have uncovered an strong commitment by the company to customer and employee satisfaction. This means that they can expect that Wholesale Merchant Services will take all actions necessary to find a mutually satisfactory resolution to any issues or concerns that may arise. The information provided in this report below is based on comments made by Greg Slote during an on-site inspection held by a third-party verification company with no biases toward Federated Payment Systems.Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
Federated Payment Systems is a credit card processing center and merchant account provider operating in both the United States and Canada. Their business model is to focus on improving the operating procedure of small to mid-size businesses by helping them save on operating costs while at the same time providing efficient and excellent customer service. Federated Payment Systems acquires leads through internet advertising and by purchasing targeted call lists in which their employees at the call center contact the potential clients. Once a client expresses interest, an appointment is set and confirmed and they will meet with a sales rep to review the services offered. All sales appointments are reported to and reviewed by the regional manager. Leads are also generated by client referrals and if any of those leads result in a sale, the client is paid a referral fee.
Once a sale is generated, the application is reviewed by the risks and underwriting department. Once approved, a welcome kit is sent out to the customer which includes operating instructions for the equipment. The equipment is then sent out to the client. The new system gets activated and tested. Customer service department is directly involved to handle any initial questions. Thereafter, clients can contact merchant support which is available 24 hours a day, 7 days a week. WHOLESALE MERCHANT SERVICES CUSTOMER CARE & COMPLAINT RESOLUTION
At times, a client may not feel satisfied with the product or services they received. Upon receiving a complaint from an unsatisfied client/customer, a representative from whichever department is involved will contact the customer. The supervisor from that same department well be informed of the complaint as well as all actions taken to rectify the situation. Recently, a client contacted Federated Payment Systems complaining that the equipment he was sent was very difficult to understand and to use. Federated Payment Systems, at its own expense, sent the client new equipment that was operated in a different manner which made it easier for the client to understand and use. This is not a common complaint, however. All equipment is thoroughly tested prior to being shipped.
Merchant support helps all new clients to operate and understand the equipment, therefore it is very rare that clients call to complain about the use and operation of the equipment. To resolve this issue, Federated Payment Systems immediately shipped the client new equipment. Merchant services followed up to ensure everything was working properly. The client was very pleased on how fast the situation was resolved. Once a client complaint is resolved they are sent a satisfaction survey. If any client fills out the survey and gives a rating which is below an outstanding receives a follow-up call by either customer support or merchant services. To ensure that a potential client fully understands all details and is fully aware of the company’s processes, all new clients fill out the contract with a sales rep present to answer any questions. The client initials every page. Once the contract is complete, the client then reviews it and signs the last page in front of the sales rep.
Federated Payment Systems also has protocols in place for dealing with employees who may not be performing up to the expected standards to ensure that they are treated fairly, even if they need to be let go. When an employee is not performing up to standards or other work related problems are occurring, they are first given a verbal warning to get back on track. If that warning does not work they are then given a written warning. If they still do not improve, they are given a final warning. If all that fails, they are then terminated from employment. All employees are issued an employee handbook in which they must sign a “do not compete” order. If they violate that order, or if they are caught stealing customer information, they are terminated immediately.
In response to a complaint posted about Federated Payment Systems on Ripoff Report, Vice President of Marketing Greg Slote states that they have increased employee training and staff meeting. Additionally, all employees are instructed to make customer satisfaction their number one priority. Mr. Slote also recognizes the value of working with Ripoff Report and the Corporate Advocacy Business Remediation and Customer Satisfaction Program, and the platform it provides for businesses and clients to interact and resolve issues. “Federated Payment Systems appreciates the opportunity to remediate any complaint or issue that may arise from consumers, customers, clients or employees. [This program] allows the business to help resolve the problems.” WHOLESALE MERCHANT SERVICES / Statements from the VP of Marketing Greg Slote "
At Wholesale Merchant Services, we hold both our customers and our team of outside sales representatives in the highest regard. Acknowledging and resolving issues quickly on either end is of the upmost priority. Wholesale Merchant Services is constantly expanding our services and network of independent sales representatives. While in such high growth mode, it is imperative to minimize any customer issues while maximizing the success of our employees and team of outside sales representatives.”
After speaking with the management at Wholesale Merchant Services, sales representatives and employees as well as anyone who filed a complaint in the past, Ripoff Report is proud to give Wholesale Merchant Services a positive Rating for making every effort to ensure that all customers and sales team members were satisfied. Greg Slote, Wholesale Merchant Services ’s VP of Marketing and Public Relations, assured Ripoff Report that the business continues to perfect their products and services to confirm the highest possible level of customer satisfaction.
Other employees shared similar thoughts. “Our customer support team is highly trained to provide 100% customer satisfaction with any equipment or account questions that may arise”, stated one employee. A member of the outside sales team remarked, “Wholesale Merchant Services provides me with excellent support. All questions are answered quickly by Wholesale Merchant Services’ sales support team or my sales manager.” A member of the Customer Care team points out, “Wholesale Merchant Services reaches out its customers on a regular basis. After all great support and communication is the key to customer satisfaction.”
Wholesale Merchant Services knows that employee satisfaction is equally important. All Sales Team members have a dedicated group of sales support professionals, access to their own web based agent portal manage their appointments and accounts, upfront commissions paid daily and an experienced sales manager. STATED IMPROVEMENTS FROM WHOLESALE MERCHANT SERVICES
Wholesale Merchant Services has added 10 customer service experts to help reduce hold times and provide the highest level of support.
Wholesale Merchant Services has doubled the size of our sales support team dedicated to answering any of their questions quickly.
Wholesale Merchant Services has lengthened our initial sales training and instituted evening advanced trainings each week for our sales representatives so the merchant customer fully understands all pricing, products and services before signing up.
Wholesale Merchant Services has once again upgraded our agent portal to make sure all sales representatives have the latest tools they need to efficiently and effectively manage each of their customer accounts.
Wholesale Merchant Services reaches out to all merchants on a quarterly basis to review their accounts ensuring we deliver the best customer service and technical support.
Wholesale Merchant Services is constantly adding new programs and developing additional vendor partnerships to provide our merchant customers additional ways to increase profits.
Wholesale Merchant Services conducts criminal background checks on every single employee as well as all contracted sales representatives.
At Wholesale Merchant Services, security is critical in our industry, so we conduct criminal background checks on every single employee as well as all contracted sales representatives.
In summary, after our review with representatives of Wholesale Merchant Services and their customers, Ripoff Report is convinced that Wholesale Merchant Services is committed to quality delivery of services resulting in total client, employee and sales team satisfaction. Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike. Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works. NOW TO THE ORIGINAL REPORT THAT WAS FILED
Wholesale Merchant Services Inc. Lies about how much money is saved in credit card processing fees and leaves customer with equipment that does not work. Beaverton Oregon
WMS (Wholesale Merchant Services) contacted Smoky Mountain Racing Collectibles on November 17 , 2005 to review our credit card processing capability. Lance Ott, National Sales Director for WMS recommended that we upgrade to the Lipman 8000 wireless equipment stating that it would perform better than our existing Nurit 3010 satelite units. Lance Ott looked at 12 months of credit card processing statements from our current processor and told us we could save over $5639 per year. He told us we would save us enough to pay for the lease on the new Lipman 8000 units. This was a lie. The base charge was a lower rate but we were charged, minimum fees, fees from other companies for cell phone processing and Interchange fees. The savings stated by Lance Ott was definetly a falsehood aimed at getting a quick sale.
We were concerned about customer service but each question we raised was answered by a promise from Lance Ott. Lance Ott even said he was giving us his cell phone and home number to call if we had problems. (Both of these numbers turned out to be fax numbers.) He promised us that agents for WMS would be stationed in Knoxville Tennessee and if we needed them they would be available. We have not seen a person from WMS since November 17, 2005.
We installed the units on November 26, 2005. We immediately started experiencing problems with data transmission errors , authorization declined errors, and a variety of other errors. We would have to scan a customers card serveral times or run the terminal to the back door of the shop to get enough signal to process. I tried to call Lance Ott for help but his cell phone number was a fax line. I called Sandy Middleton, customer service manager, at WMS. I called TJ McNalty and Luke in Service. They finally referred me to Comstar. I would work with the help desk for CIT and the help desk at WMS and Comstar for approximately an hour each day to correct problems. Frequent resetting of the radio signal would temporarily correct some of the transmission problems. These machines do not work.
Finally after 5 days of problems, Comstar service person Dan Cmil told me that the equipment that we had been sold would not work in our area and definetly not in our building Dan Cmil at Comstar (800-211-1256 option 1 ext 127).
At this point the lease company representative Lorita Davis, CIT, tried to contact WMS to have them send new equipment. They would not take her call.
We stopped using the equipment and tried to cancel everything. MSI and Comstar both cancelled all service and accounts. But CIT would not cancel the lease until WMS returned the money they had received. We have spoken with Todd McCartney and Bret Taylor at WMS only after many, many calls. The only solution they want to offer is to install land line based machines.
We filed a complaint with the Better Business Bureau at thebbb.org . There were 30 complaints agaist WMS in the last 12 months but the BBB still had them listed as a Satisfactory.
We filed a complaint with the Attorney General of Oregon at www.doj.state.or.us. They have many complaints on file against WMS from all across the United States. They will provided this information to any lawyer.
We filed a complaint with Tennessee Division of Consumer Affairs at www.state.tn.us/consumer.
We have hired a lawyer. Basically, WMS lied about the savings we would receive, sold equipment that would not work and refuses to replace with like(wireless) equipment and offered deplorable customer service.
Pigeon Forge, Tennessee
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