Complaint Rating:

Company information:
Innovative Merchant Solutions
Woodland Hills, California
United States

I have read the reviews and I have to agree with them. Quickbooks Merchant Service- run by Innovative Merchant Solutions in my opinion, is a complete joke.

I have been a small business owner for over 13 years and have tried several different services. The lure for me was the convenience of having payments processed from within Quickbooks at the click of a mouse. BEWARE, it comes at a very steep price. Not only are the rates high, the funding time is super-slow and if you need help, forget it. No one there really cares how your business is affected by their mistakes or their "procedures".

If you have any intention of "growing your business", be careful of the limit you can process monthly, which they don't tell you up front. Knowing this before hand, I had asked and was told "There really is no limit as to what you can process". Now it's a whole different story.
We basically were processing more each month and that became a problem. Our account went into review in their "Risk management". I didn't have a problem with that...I've been there before.

What I did have a problem with is the lack of interest in resolving my account issue. Mind you, they basically "hold" your account and you may not receive any deposits from your credit card batches until they say so. For a small business in this economy, this is potentially a slow and agonizing death. Well, 8 days later, 15 unreturned phone calls and countless aspirin, still no one at IMS wants to get this resolved. On day 9, I got a hold of the supervisor, explained how things were handled and basically got a "I'll call you back". Did he call back you ask? No, but one of the repsdid to explain they were going to hold onto my last batch of $9800.00 as a "security deposit" indefinitely. I was shocked...there was absolutely no reason they could give me but to say "read the contract". I asked what would happen if I cancel my account and they said they would not release that batch for 9 months according to their "policies". Needless to say, that hurts a small business like mine and I'm not sure how to make up for that kind of money.

When it comes down to it, this was the absolute most expensive and most frustrating experience I've had with a merchant processor since the day I first opened my doors. I hope this helps future business owners to make a informed choice as to who they decide to use for their merchant service. As for me, I'm movin' on.