To Whom It May Concern:
IWe left Accept Credit Cards at Electronic Merchant Systems 3 long years ago. We got bamboozled into signing a contract with another company and it has been a real nightmare. The rates looked cheaper, but other "miscellaneous" fees were added and made the bill off the charts. In addition to that, they also had a large annual fee.
I knew as soon as my contract was up, I was returning to Accept Credit Cards at Electronic Merchant Systems.
I appreciate your straight forwardness and no "hidden" fees.
Thank you for being the kind of company I want to do business with.
Billie S. President - Gulf State Signs Inc
I have used EMS since I started in business and have always been more than satisfied with the quality of the service I received. EMS exhibits a high degree of professionalism in dealing with its clients, excellent customer service, and low rates.
On 11/16 a fax from M*******s Choice payment solutions was sent attention to Kim, my office manager, and Dr. C, my colleague, stating " here is the information you requested on the "FREE PCI Compliant Vx510". At this very time we were engaged in adding Dr. C, who had just joined our practice, onto our existing machine, which we had with you. Kim had spoken to someone at EMS who had assured her that our terminal was already compliant, so she sent a fax back stating "when we spoke on 11/16 I was under the impression our terminal was compliant--but if it's not, we need to make arrangements to upgrade." She was under the impression she was dealing with EMS. I don't know how M********s Choice got her and Dr. C's name and timed this so perfectly with our adding Dr. C to our service; otherwise we would have been more vigilant. That is my fault. I was letting the front office handle it. When Kim came to me she said our machine was not compliant, but that “EMS” was going to send us a new one for free, and that Oh, by the way, they said they could now give us better rates. I was agreeable, and because of my long history of positive experience with your company, signed the papers Kim gave me and provided a voided check, thinking it a little unusual, but not suspicious enough because I thought I was dealing with you. Wendy, my patient care manager, even asked a representative if they were EMS and they told her they were. (This was while she was attempting to program the terminal--a nightmare).
Dr. C never got a written contract, and I finally got a readable copy after I had signed the almost illegible faxed contact. It was 3 single-spaced pages of letters 1mm. high and I needed a magnifying glass to read it. When we started having problems with batch reports and deposits I finally realized who we were dealing with and that we had been scammed. The terminal we received was the same model we had already been using with you, although the fax we received from M*******'s Choice had ours circled as non-compliant.
Each doctor was charged a $95.00 annual fee that was not disclosed in the contract--(an "unspecified" annual fee was mentioned.) We got half of this back. When we realized our mistake, we discovered we had signed onto a 3 year contract with a $495.00 per doctor cancellation fee.
It is with great heaviness of heart that I conclude my business relationship with Electronic Merchant Systems. You and Nick provided wonderful support through this whole mess and went above and beyond what a typical customer service representative would do. Hopefully we can do business together again in the future!!
Denise P. D.C.
"To Whom It May Concern::
I am a previous customer of Accept Credit Cards at Electronic Merchant Systems, Inc. I terminated my service with them several years ago sucked in by another company promising better rates. After just a short time, I discovered that I was paying more than I had been paying with Electronic Merchant Systems. I tried another company after that and was not happy with their service. Now here I am back with Accept Credit Cards some 3-4 years later.
Thank you Accept Credit Cards for excellent business practices and competitive rates."
Dr. Alan D. President - Cedar Valley Family Dentistry
"Dear Accept Credit Cards:
We are a small country club and golf course and we were in search of a more effective means of credit card processing. This search turned out to be a rather disenchanting process in trying to decipher the truth in rates and fees offered from various other companies. On more than one occasion we were given comparison quotes that were deceptive in their presentation to gain our business. Hidden fees, lack of accurate capture of potential rates, etc .Accept Credit Cards presented an "open" quote for our business, leaving nothings to guess, offering complete explanations to rate processes, etc.In a field where it seems there are many companies dressed as wolves in sheep's clothing, it is refreshing to find an honest network to do business with."
Chaparral Country Club
Subject: Great Customer Service, THANK YOU!
I just want to express my heartfelt thanks for the great customer service I recently received.
A few days ago my old credit card machine broke down. I called your 1-800 number and a gentleman named Jason assisted me. Jason was a pleasure to deal with, he was very helpful. He quickly helped me get a new credit card machine at no charge... and sure enough, just as Jason promised, I got my new machine today.
I hate dealing with broken machines or even calling 1-800 number for help but I must admit that my recent experience with Jason and your company was absolutely painless. Thank you and keep up the good work!
Luis L. Owner Luis L. Automotive
"We have been with your company for five years. I like how your charges are posted once a month and not individually. We have looked at other services but are not interested. We like the way you help us whenever we have a question."
Water Water Water, Inc
"We received notification that our credit card machines was out dated and needed to be replaced. Little did we know that this was just a "scam." We were very happy with Accept Credit Cards. The company that mislead us should be penalized. After the fax you sent us we realized that we were mislead, we never realized what had happened. I thought we had just upgraded our machine. Believe me I would have never changed companies. We had no complaints at all with your company.
Now I find that there will be a $79.00 annual fee with ....... If I could switch back to your company without penalty I would."
Office of Bernard W. Asher, M.D.
"We would like to say how relieved we are that we are switching back to your company. Recently, we switched to another company thinking we were going to get a better rate. After switching companies we were shocked to find that the low interest we were promised was a lie. Not only were we charged a higher interest, but added fees that were never disclosed. We attempted a dozen times to get this matter resolved, but we never received returned phone calls, and when someone would finally answer the phone we didn't get anything but the run around and more broken promises about someone returning our phone calls. We are sorry that we switched in the first place, but are very glad to have the same great company to return to."
Autumn Wood Construction
"I was with your company for 4 years and enjoyed great service. I made the mistake of letting a salesman talk me into another company, stating I would get better rates. After signing they started adding hidden fees. With Accept Credit Cards at Electronic Merchant Systems, I never had any hidden costs or fees. You are always professional and straight forward. Thanks for taking me back!"
Creative Cakes and Desserts
"Just a note to let you know the reason I preferred your company over the other, is because your fees were better than our current company."
Adil Al B.
James Monroe Bank
"You have an employee there whose name is Matt H. and has assisted me in the past. This past Friday we had a very difficult situation where a customer had a Master Card and had a cash advancement here, and then had a problem with our machine. In any event this customer's charge ended up going through nine times instead of one and we owed them twelve thousand dollars. He really went above and beyond in assisting me on getting this customer's account straightened out. He was just a really helpful individual and he is very knowledgeable."
James Monroe Bank in Leesburg
"I'm writing this letter as a testimonial of the truly quality customer service and pricing that your company offers. Over the last 18 months I had called on several occasions for one reason or another. Even though you typically get different people when you call, every single person I talked to was extremely helpful and friendly. Whatever problem I was having was solved quickly and painlessly.
We didn't have any complaints with your company, but had received several offers by mail to try other credit card companies. So, my husband, thinking we'd save a little, switched to another company. WRONG! The pricing was ridiculous and the customer service was AWFUL!
I'm VERY HAPPY to be back with Electronic Merchant Systems and am looking forward to working with you again."
Innkeeper, Gray Wolf Mountain Inn
"I just wanted to talk to you about Latisha W. I have had some dealings with your company before, but I had never met anyone like her that was so professional listened to my problem. She handled my problem by calling my bank and just took care of everything the way it should have been done."
"Thank you so much for being so kind and understanding the other day with my HUGE mistake. It's a lesson that I will never forget. Your patience with me was very appreciated. You must think I'm the dumbest person in the world, but because you worked with me, I learned something very important. Thanks again. Keep Smiling! You are so appreciated!
Claudia at Invigorations
"I have three different accounts with Electronic Merchant Systems for three different businesses. Every time I have a problem or anything with my machine, I always call one of your techs. I just want to let you know you have really good employees that always fix my problems very professionally. They are definitely an asset to your company and also to me."
Joseph L. DO
Pro-Med Diagnostics & Duplication
To: Competitor of Accept Credit Cards at Electronic Merchant Systems
"I hereby wish to discontinue my contract with F. N. Processing. When I switched my credit card service to you, I believed that my fees would be less than those I was currently receiving from Electronic Merchant Systems of Alexandria, VA. After having received my first statement from F. N., I realized that that was not the case so I wish to continue my service with Electronic Merchant Systems.
Julian B. Jr., M.D.
"Nobody has had the customer service that your company exemplifies. I'm not calling anybody else. I am so impressed with that I would pay to hire your representatives. The way your representative talked to me today, as soon as I can get my business going I'm definitely going to call him back. I wanted to give him a compliment today because I know don't get too many take the time to say thank you very much for training somebody so well. He sold me on ya'll because it was the way he just laid it out straight."
"I feel impelled to write you this note, thanking you for having such a wonderful customer service department. They are getting harder to find every day.
We have been dealing with your Mr. Nicholas L., at ext. 603, for almost ten years. He is one great communicator. He never rushes us with any of our dumb questions. He is also very good at returning calls, left on his answering machine.
Again, thank you for keeping such fine employees to help us, as your customer in need."
All best regards,
Knights of Columbus
"I received the credit card imprinting machine and the electronic transaction machine today. I have it all plugged in, and I don't know what to say. Thanks a million, we really appreciate getting set up."
Number One Engine of Arizona
"We at Lilliput Dollhouses and Miniatures (formerly Lilliput Dollhouse Realty) would like to once again be serviced by you. At the time of our changing credit card service from your company to C.p.c. we were given better rates than you were giving us. Although the basic rate was better, their method of calculating fees was actually was not as good as yours. Once I was committed, I felt obligated to stay with them for the period of time that I did until now.
In addition to their fee differences their monthly report drove me crazy. My son and business partner Thomas Leone provided me with a weekly report of all cash and credit card transactions and their exact amounts. When the report from C. p.c. would come in I was driven crazy trying to compare the entries to my son's report. As CEO & CFO of L&T Associates I maintained control of all financial records.
Please accept the forth-coming application. I'm fairly positive that we can once again be a satisfied customer of yours."
Louis L., L&T Associates
"...We found that we had put Credit Card sales money in our old account. I thought "Oh my god I didn't even give you guys our new number." It's just been so frantic and so today was the first time I called and spoke to a representative and he sent me the forms within minutes to be filled out... Hey listen if they lived here I would be stealing them as employees so it's a good thing you're in Virginia but they were really wonderful.."
Guld and Wellness Center
"I am calling to say thank you to Jamie, Tom and Jason who were all very helpful with the problem we had this afternoon. Tom faxed off a list of our daily transactions that helped us solve the problem and your guys did great today and wanted to let you know: Thank You!"
"The Milton Electric Co. has terminated its contract with F. d., we were dissatisfied with their service and inability to produce the original rates of 2.05% for Visa, Mastercard, and Discover stated in the proposal. We are estimating a rate of approximately 3% in which they are charging us. I was also told there would be no annual fee or set up fee and they charged $600.00 to set up the account and $70.00 annual fee.
Milton Electric wishes to come back to Electronic Merchants under the terms we discussed with Jason in October. In the past we never had any problems with Electronic Merchant Systems."
Milton Electric Co.
Thank you for your promptness, in sending the new processing box. As per our phone conversation, May 31, 1994, we are returning the "faulty" one to you.
Again, Thank you for your promptness.
Paul B., OD
"I am a satisfied customer of Electronic Merchant Systems (Accept Credit Cards) since 2002. I had several calls from a number of different credit card processing services offering me "better rates" but I would tell them I was happy and not interested in switching. One day, a representative from my bank came in to visit me. She asked who we used to process our credit cards and whether we were interested in saving money on the processing fees. She suggested it would be a good idea to have all of our banking services with one institution. It sounded logical to me. She asked for a copy of an EMS statement to see if she could save us money. I trusted her because she was from the local bank branch where I have all my company accounts. A few days later she stopped back and told me I was paying way too much and that she could save me money across the board. Even with having to buy a new processing machine I would save enough money to pay for it in less than a year. So I bought a new processing machine and switched.
After the first month my accountant asked why my credit card processing rates were so high. I thought it was because of the purchase of the new machine and some hidden charges for switching over. I also found that the new statements were very difficult to understand with everything divided into different categories and columns. At the end of the second month my accountant again alerted me of the higher rates and I decided to wait a third month hoping that things would settle out and that the rates would go to what I was promised. At the end of the third month, when the costs were just as high, I contacted the bank and told them of my findings. I faxed them copies of the statements so they could look them over. They called back the next day and told me that the reason the rates were high was because I was processing most of my transactions through the keyboard entry rather than swiping the cards. As I had prior to switching, I explained to them again that 90% of my transactions have always been taken over the phone and entered by keypad. As it turns out, this type of transaction was charged at their highest rate, much higher than I was paying before. If it weren't for my accountant I would never have picked this up. There's more smoke and mirrors on their statements than a carnival sideshow.
I wish I would have stayed where I was happy, with Electronic Merchant Systems. Now I'm stuck in a contract that won't be over for a year. As soon as it's up, I'm going back to EMS where I know I'll be happy, save money, and where my credit cards will be processed efficiently with monthly statements that are easy to read and understand."
C&W Aero Services, Inc.
"To David, I'm writing to let you know that I am very sorry I left Electronic Merchant Systems. I got bamboozled into signing a contract with another company and it has been a real eye opener. The rates might have looked cheaper, but by the time they charged us all their other 'miscellaneous' fees, I was paying much more. In addition to that, they just hammered me with a $120.00 annual fee that they tried convincing me was mandatory. That was the last straw. I knew one month after I signed the contract with them, that as soon as my contract was up, I was returning to EMS. I appreciate your straightforward billing, your easy to understand statements, and no "hidden" fees. Thank you for being the kind of company I want to do business with."
Ophelia's Garden Inn
"This letter is to re-open my account with Electronic Merchant Systems. I would also like to state that I am changing back because the company I changed to was dishonest with me when I met with them about my rates. So at this time I would like to close by saying that I would like to re-open my account. Thanks to Matt H at ext 612 for his honesty and for the heads up."
Richard S, Sr.
Rick's A-Tech Automotive
"I would like to re-establish business with your company. Sorry, I made a mistake. I was promised some things but they were not very forth-coming, such as verification of a check machine and some other things. So please let me know if we can do business again. Thank you."
St. Claire's Bespoke Tailoring
"Dear Mark, I just wanted to send you a quick note about what happened this week with our credit card processing machine. A sales rep from F.p. stopped by and met with my office manager and told her he could drop our credit card processing fees by about $90 a month. When I expressed some interest in this he quickly tried to get us switched over. When someone from his office tried to do this and was unsuccessful he apparently called your office and represented to you that he was calling from my office to get the information he needed to switch the terminal. He was still having difficulties doing this and I had spoke to you in the mean-time so I told the staff not to continue the switch over. I appreciate all the help you and your office have provided getting things straightened out. Talking to you subsequently, it sounds as though the savings he was promising were unlikely ever to be seen."
John M., VMD
"I just wanted to take a few moments to praise one of your employees, Nathan W. I have had the opportunity to talk with Nathan many times since September of 2009. Because of reviewing our account status with Electronic Merchant Systems, I need pertinent information regarding our contract and pricing for the services you provide to us. Each time I spoke with Nathan, he was consistently polite, knowledgeable, and professional. When I left a voicemail message for callback, he promptly returned my calls. He not only provided information regarding choices for my company in continuing to use your services to provide our credit card processing, but clearly and concisely explained the options and tirelessly answered my questions. When I had questions regarding compliance and completing the self-assessment questionnaire, Nathan again answered my questions efficiently and patiently. Because of my job duties, I have the opportunity to speak with many different vendors and require assistance regarding pricing and services provided in many different areas. Nathan stands out as one of the best customer service representatives I have dealt with across the board for many years and across a spectrum of vendors that I work with.
I am happy to say that we are continuing to use Electronic Merchant Systems for our credit card processing needs; Nathan W. was instrumental in retaining us as your customer. Please let him know how much we appreciate his attitude and commitment to providing excellent customer service."
Assistant Business Manager
Clinical Pathology Consultants
"I've always had an account with Electronic Merchant Systems, but thought I would try saving money by switching to another merchant service. I found that I was spending more for the new service. Then I moved my account and merchant services over for a second time to another merchant, a bank, thinking I would save money with them. I was wrong. So, after a lot of trial and error, I am back with Electronic Merchant Systems, and plan to be with you for as long as I am in business.
I am sorry for thinking it could be better elsewhere - I am a true Electronic Merchant Systems customer."
Michael M., owner
House Beautiful, Inc
"Another merchant services company told us that the terminal we were using would one day no longer work, and that we would need to get a new one. They also said that when we run a credit card someone can go and pull up all our info in house. Of course, I thought I did not want that to happen and our orthodontic office cannot be without a terminal.
Thank you Jason for all of your help in getting everything set back up with you guys at Accept Credit Cards. You all have always been helpful and friendly every time I call. We look forward to staying with you."
Dr. James K.
"I would like to take the time to praise your staff. Daniel, Jason, Mark and Nathan were extraordinary in their professional manner, walking our company through a download. For something that is irritating at best for me, I was more than impressed at their calm and steadfast guidance. Please let each know how impressed and grateful we are. You should be proud to have these gentlemen working for you. My special thanks to Daniel and Jason."
Root 39 Salon
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