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Redwood Merchant Services Reviews & Complaints
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Pros: | Cons: |
---|---|
Secure transaction processing. | Complaints of hidden fees. |
Suitable for small to medium businesses. | Lacks transparent service details. |
Caters to diverse industries. | Occasional unwarned fund holds. |
Offers mobile payment processing. | Rates not very competitive. |
Provides online payment solutions. | Customer support below average. |
Recurring billing options available. | Contractual issues reported. |
Overview
In this review of Redwood Merchant Services, we will provide a detailed overview of the company's credit card processing services. We will cover the range of services they offer, including point-of-sale (POS) systems, mobile payment solutions, and e-commerce capabilities. The review will identify the types of businesses that might benefit from these services. Additionally, we will examine client and customer reviews to highlight common trends and potential concerns. The article will also address the company's pricing structure, contract terms, and specific features provided. By the end of this review, you will understand whether Redwood Merchant Services meets your payment processing needs.
About Redwood Merchant Services
Redwood Merchant Services is a merchant account provider headquartered in Santa Rosa, California. Founded in 1991, the company was acquired by Westamerica Bank in 2005.
Redwood Merchant Products and Services
Payment Processing
Redwood Merchant Services handles transactions for all major debit and credit cards, offering point-of-sale (POS) systems, fraud protection, and data reporting and analysis.
Mobile Payment Solutions
Addressing the need for flexible payment options, Redwood Merchant Services provides mobile payment processing solutions that integrate with most mobile devices. This allows businesses to process transactions securely from various locations, making it particularly beneficial for mobile businesses like food trucks, outdoor events, and pop-up shops.
E-commerce Payment Processing
To support online commerce, Redwood Merchant Services offers e-commerce solutions with secure online payment gateways that encrypt transaction data. These solutions integrate with most online shopping carts and platforms, facilitating a smooth checkout experience for customers.
Point-of-Sale Systems
Redwood Merchant Services also provides POS systems that manage sales transactions, track inventory levels, and generate sales reports. These systems help businesses streamline operations and improve efficiency.
Gift and Loyalty Card Programs
Redwood Merchant Services includes gift and loyalty card programs in its service offerings. These programs enable businesses to issue branded gift cards and implement loyalty schemes, which can help increase customer retention and repeat business.
Merchant Cash Advances
Additionally, Redwood Merchant Services offers merchant cash advances, providing businesses with quick access to funds based on future credit card sales. This financing option allows businesses to obtain immediate capital, which is repaid through future credit card transactions.
Redwood Merchant Services Customer Reviews
Here's What Their Clients Say
Total Online Complaints | <10 |
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Live Customer Support | Yes |
Most Common Complaint | Fund-Holds |
Recent Lawsuits | No |
Evaluating Redwood Merchant Services Reviews
A search for Redwood Merchant Services reviews reveals a modest number of negative comments. Some of these reviews describe the company as a scam or ripoff, mainly due to unexpected fund holds, often linked to fraud prevention or cancellation policies. Issues with service cancellation are also noted. The fact that most of these complaints are over three years old may suggest improvements in Redwood’s communication and policies since then. We encourage those with recent experiences with Redwood Merchant Services to share their feedback in the comments.
Legal Status of Redwood Merchant Services
No class-action lawsuits or FTC complaints have been recorded against Redwood Merchant Services. Clients preferring non-litigious solutions can report their concerns to relevant supervisory organizations.
Redwood Merchant Services Customer Support Overview
While Redwood Merchant Services offers dedicated phone lines for customer support, the absence of a wider range of support options or details on their effectiveness keeps them from being categorized as a top-rated processor for customer service.
Contact Details for Redwood Merchant Services
- (800) 939-9942 – Toll-Free Customer Service
- (800) 228-0210 – Fiserv Customer Support (accounts starting with “4”)
- (800) 552-8227 – TSYS Customer Support (accounts ending in “9”)
- (800) 347-6007 – RMS Sales
- Customer support email at [email protected]
Providing multiple lines for specific customer needs, Redwood Merchant Services shows an effort to address client inquiries. Further enhancement in customer support could improve their service quality and customer satisfaction.
Redwood Merchant Services Online Ratings
Here's How They Rate Online
BBB Reports | 1 |
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Note: We have adjusted this company’s BBB rating according to our own standards. To better understand why we adjust BBB ratings, please see our Rating Criteria.
Under 10 BBB Complaints
Redwood Merchant Services holds no rating with the BBB and has had 0 complaints filed against it in the last 36 months. As of this review, its parent company, Westamerica Bank, holds a “B-” rating with the BBB and has had 5 complaints filed against it in the last 36 months.
What Merchants Say
Redwood has also received 1 informal review on its BBB profile, but it appears that the review in question was posted in error to the profile and is actually meant for a company with a similar name.
A “C” Performance
Given the company’s complaint rate and resolution ratio, we have slightly adjusted the BBB’s grade to a “C.” Business owners should be aware that there are good reasons to be skeptical of the BBB’s rating criteria.
Redwood Merchant Services Fees, Rates & Costs
A Closer Look at The Contract
Cancellation Penalties | Yes |
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Monthly & Annual Fees | Unclear |
Processing Rates | 1.00% - 4.99% |
Equipment Lease Terms | Unclear |
Redwood Merchant Services Pricing
The standard contract for Redwood Merchant Services, detailed in the merchant agreement, outlines a 24-month term with a $295 early termination fee. The documentation and feedback from merchants do not indicate the imposition of a PCI Compliance fee or monthly minimum fees. While the pricing structure of Redwood Merchant Services may not align with the most affordable merchant account services available, there is a notable absence of merchant dissatisfaction regarding the service costs in public reviews.
Contract Complaints
Concerns have been raised in some reviews about Redwood Merchant Services’ practices regarding reserve funds. Certain clients have experienced funds being held until the resolution of outstanding balances. This has led to misunderstandings and frustrations among those who felt their funds were unfairly retained. While reserve policies are standard in payment processing, especially for mitigating risk, clearer communication from Redwood at the contract outset might improve understanding and prevent such grievances.
High-Risk Credit Card Processing
Redwood Merchant Services has been identified as accommodating high-risk merchants, which could explain the reserve-related complaints found among such account types. Businesses classified as standard risk might not encounter the same strict reserve requirements. Merchants are encouraged to review the Redwood Merchant Services Merchant Agreement for a comprehensive understanding of their contract.
For those evaluating payment processing options, considering a range of providers, including those known for competitive rates and terms, is advisable. Reviewing our curated list of the top merchant account providers could provide valuable insights and alternatives.
Redwood Merchant Services Employee Reviews & Sales Tacitcs
Should You Work For Them?
Uses Independent Resellers | Yes |
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Telemarketing | Possible |
Misleading Marketing | No |
Discloses All Important Terms | No |
Outside Agents and Resellers
Redwood Merchant Services appears to partner with ISOs and independent sales agents to market its services. This practice usually results in an elevated complaint rate for companies, as it is difficult for any business to monitor the conduct of independent sales entities. In this case, however, we are currently unable to locate any negative Redwood Merchant Services reviews that accuse the company’s sales team of unethical behavior.
No Deceptive Advertising
Additionally, the company’s website does not appear to engage in any deceptive advertising strategies. We will assign the company an “A” rating at this time, but if you suspect that Redwood Merchant Services is charging you undisclosed fees, we recommend seeking a third-party statement audit to find and eliminate hidden costs.
We also encourage business owners to check out our list of the providers of the best merchant accounts.
Our Redwood Merchant Services Review Summary
Our Final Thoughts
Redwood Merchant Services rates as an above-average credit card processing provider according to our rating criteria. The company boasts a very low number of complaints relative to its size and time in business, which is a strong indicator of customer satisfaction and reliability. Notably, many of these complaints are over three years old, suggesting that Redwood Merchant Services may have improved its practices over time. This track record indicates that the company is attentive to its customers’ needs and is committed to maintaining a positive reputation within the industry.
However, the company’s overall rating has been affected by several factors. The use of ISOs (Independent Sales Organizations) and independent sales agents has led to some merchant confusion and dissatisfaction, particularly regarding cancellation and fraud prevention policies. Additionally, the company’s resolution ratio with the Better Business Bureau (BBB) leaves room for improvement. These issues, while notable, do not overshadow Redwood Merchant Services’ potential to be a competitive player in the industry. Whether Redwood Merchant Services becomes one of the worst-rated providers or emerges as a worthy competitor to the top-rated providers will depend on its ability to enhance transparency, improve customer service, and resolve complaints effectively. Businesses are encouraged to thoroughly research and compare multiple payment processing options to ensure they choose a provider that best meets their needs.
Location & Ownership
Redwood Merchant Services utilizes First Data (now Fiserv) for its processing network. Redwood Merchant Services is a division of Westamerica Bank and is located at 3750 Westwind Boulevard, Suite 210, Santa Rosa, CA. David Payne is the CEO of Westamerica Bank, and the BBB lists Scott Tucker as the principal for Redwood.
If you found this article helpful, please share it!
Marcie Lewis
HI, me again, the redwood company mentioned in the “what merchants say ” is not our company. Therefore it is false. I have asked before and I will ask again. Please use the phone numbers listed above to clear this up.
kent ledford
DANGER, DANGER DANGER!
RIP OFF!
RUN LIKE THE WIND!
DON’T EVEN THINK ABOUT IT!
GET YOUR MONEY AND RUN!
I SHOULD HAVE CALLED CHINA!