Complaint Rating:

Company information:
Innovative Merchant Services
California
United States

We are an art gallery based in Florida doing a lot of art fairs and most of them in Europe.
Last March we were participating at an art fair in London, and of course trying to sell the art.
We sold approx 30 pieces and we processed the cards on their website.
So far so good !

When we were back, Innovative Merchant Solutions contacted us stated that they have to verify 2 transactions, and we just need to send a copy of the invoice. No problem !
The same we sent copy of the invoice + copy of the debit authorization where client's name, address, phone number and email are mentioned.
The following day, IMS contacted us saying that they have to verify three more transcations, and they need the invoices.
Total for the 5 transcations: approx $18, 000.
Since we never heard of them since we've sent the fax, we called them, of course they said never have received the faxes !! So easy.
We faxed them again, and emailed them.

After one week, still no money, IMS were still witholding the money.

We contacted Ms Jepersen who forwarded our email to the Risk Dpt Manager and she said they will resolve the problem very soon.
Finally, that manager fwd the email to Martin Hernandez who was very rude and explained us that doing art fairs is not a way of doing business, that he thinks our company is just a shell and we fraud from A to Z ... And he based that on the fact that ONE day we did not picked up the phone.

Since that date we've tried to contact them several times, and they never bothered to reply to us consequently they are withholding $18, 000 because they want to check with the bank + clients.

As Martin Hernandez refused to do his job, I have to contact myself the client and they ALL told me that the money was debited from their account plus the bank has faxed IMS all the necessary documentation in order to have this issue straighten.
Meaning IMS has taken money from my clients, and playing with their monies in order to made some more I imagine.

At this point, no one replies to us.
At this point we have $18, 000 withheld
At this point, we have hired an attorney determined to sue them.

Innovative Merchant Solutions are just Liar, Thieves ...

Hope they won't be able to do business anymore