Expect Payment Solutions | Brandon Skinner President & CEO | Derek Garvin COO Mislead, Misrepresented, Trapped & Violated Vancouver Washington

Our practice is a member of PECAA - an organization that represents and supports private practice physicians.  As a member we have access to Vendor Partners affiliated with and endorsed by PECAA.  We had recently been introduced to a few new Partner Vendors, including a merchant processing company.  We make every effort to support PECAA, and with our current contract coming to an end, we wanted to move forward with a change in merchant service providers.

I received a phone call to schedule an appointment with a new merchant service provider shortly after our decision to go ahead with a new PECAA Partnered Vendor.  I thought it was in response to our interest in the PECAA Vendor.  I scheduled the appointment and moved forward.

During our first and second meetings both I and the doctor mentioned his "PECAA Affiliation", our desire to support them, and our trust in him as a result of his PECAA affiliation.  At no time did the sales person query about or disclose that he wasn't who we thought he was.  There were a number of opportunities to do so. 

With our trust in his hands ...

He advised that the older machines (he walked over our machine - VeriFone v510 - and looked at it to confirm that ours was one of the older models that fell into this category) had software that was unable to maintain the re-programing for new PCI compliance and compliance would become an issue.  He stated that the newer machines - VeriFone v570 - were better prepared to meet the updating PCI compliance for many years to come.  I was unaware that machines could be in or out of PCI compliance.  My knowledge  on this was introduced by him, and has expanded as I investigated further into it.  This is information I trusted the industry specialist with.  Mr Stone highly recommended that we 'upgrade' to IP/Ethernet as it was faster and more secure than a phone line connection.  I queried him on this as I had heard in the past that security was an issue with IP types.  He convinced me about the security services they provide to ensure we are protected, also included in the 'all inclusive package'.  He said pin pads were required in order that patrons could use debit (for the keypad) and that they would provide additional security.  I can't pass down additional security, right?  Promised grand savings with his presentation about removing the middle man, and the calculations on his Merchant Analysis sheet.  He even told me - when I asked him very directly and specifically about unapparent/hidden fees above and beyond what he presented on his "Merchant Analysis" sheet, that there would be nothing like that.  I asked "are you sure?" to which he replied that what I saw was all we'd be paying as it was an "all inclusive h*o Package".  I even had him document that on the Merchant Analysis sheet.

Confident in PECAA's endorsement we trustingly signed a contract with them.

A few days later we realized our mistaken identity error.  We called them first thing the following morning to cancel our contract with them.  That was followed by a flurry of phone calls, numerous discussions and again, promises of the best rates, no one can beat them because of their reduced middle man, the best service, security support, etc.  They came by our office to sit with us and spewed a convincing story full of guarantees and promises.  They failed to bring the original contract we trustingly signed under the perception of being a PECAA Preferred Provider to the office - instead advising us they would send a copy asap.  Anyone with integrity would have brought the original contract in good faith.

A couple weeks later we returned from being out of the country, and a First Data Welcome Letter and Lease Terms greeted us from our in-basket.   A 48 month term @ $200.00/month.  Shocker!  We immediately called to ask about it - they informed us that the services were bundled into the lease to take better advantage of Section 179.  I didn't even know such a tax section existed until it was mentioned by these folks.  It was explained to me by them that it was a new tax deduction put out by the government to encourage small businesses to purchase equipment.  I was confused as to whey/how services could be included in an equipment tax deduction.

At this point red flags were waving about my conscience - I began looking into their claims/promises:

- I contacted the lease company:  only the serial numbers of the two machines we received, and two pin pads were the subject of the lease.  The lease company rep very confidently advised that there was nothing more, no services.

- I called SecurityMetrics, the security company both Mr Skinner & Mr Stone quoted as being the service provider for the security of our transactions.  They could not locate any client of theirs with the EPS name, or any client of their that had an affiliation with that name.  I asked to estimate what fees they would charge a company such as ours based on a few parameters of our small business, the type of connection we used, our CC usage/storage policy, etc.  The cost for security was ball-parked at approximately $100/YEAR.  He also advised IP/Ethernet was a higher risk and much easier to use fraudulently - phone lines can not be hacked into.  The security service for IP/Ethernet was more expensive.  In addition he commented on the additional speed the v570 has over the v510 - only a few seconds per transaction.  As a private practice single doctor clinic that emphasizes care on quality, not quantity, we see on average 60 patients per week.  For the Wal-Mars and Macy's who have patrons standing in line-ups to check out, and process thousands of transactions per week, I see some validation those seconds may bring.  However, we process on average one transaction every 20-30 minutes a day.  for the sake of calculation, I will high-ball the time savings per transaction @ 5 seconds each.  5 x 12 transactions saves us 1 minute per day.  Not enough to justify paying $10,000 for an equipment upgrade worth $1,500.

- I review online review - not very promising.

- The first time I looked at their BBB rating it was A- ... it is now B+.  Not a good trend.

Calculating a 48 month lease @ $200/month is significantly different than Security @ $100/yr + Equipment @ $1,500 divided into 48 months.  My math puts that @ $40/month.  That's a 500% profit.  On April 1st we received a letter addressed to "Dear Valued Merchant" ... we are now expected to pay an annual $99 Compliance Service Fee.

Throughout this unpleasant awaking I had made numerous attempts to give them an opportunity to explain exactly what we were paying for.  I got fish-danced around with reflective questions that didn't answer the questions I was asking.  I feel we have been seriously mislead, misrepresented, trapped and violated.

We are seeking a complete non-chargeable release from all contracts & agreements entered into both directly with EPS and to all third parties involved.